The Clubhouse Casino - Jogador alega que ganhos foram confiscados.

On Friday 24 October 2025, around midnight, I hit a jackpot of about $37 000 AUD while playing with real-money funds. At that time my account already had about $9 794 AUD in real balance.

After the win I made six withdrawal requests of $6 000 each (≈ $36 000 total). All of these were made before any bonus was active. I still had around $1 444 AUD left in my balance, which I later played. I also deposited another $1 000 AUD, and because one $1 000 withdrawal hadn’t been processed yet, I cancelled that withdrawal and played those returned funds as well.

Sometime after all of this — after the jackpot and the withdrawals — I accepted or activated the Silver Bonus. Later the casino told me that doing so meant my entire balance, including the jackpot, was now classed as bonus money. They said I could keep $9 794 AUD + $1 500 AUD from the jackpot but that the rest (around $25 700 AUD) was forfeited.

Since then I’ve received several contradictory messages from support staff. Different agents have given different explanations about why my winnings were limited, and the reasons keep changing. On top of that, the casino has blocked my access to my gaming history, so I can’t view or prove the exact timing of my jackpot win, withdrawals, or when the bonus was activated.

This situation doesn’t make sense because the jackpot and withdrawals happened before any bonus was accepted. Their own terms say all bonuses are non-sticky, meaning you play with real money first and bonus money only after. There’s no rule allowing them to retroactively change real-money winnings into bonus funds after a bonus is activated.

I’m asking Casino Guru to help me recover my full legitimate winnings of about $37 000 AUD (minus what they already paid) and to request that the casino restore my access to my full game and transaction history so the timeline can be verified properly.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with The Clubhouse Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• When did you activate a bonus?
• How were you informed about the conversion of the real money to bonus money?
• Could you please share with me your communication with the casino regarding the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Sorry I didn't realize I needed to reply here.

When did you activate a bonus? Activation time:24 October 2025 — between 19:19 and 19:23 (UTC)

How were you informed about the conversion of the real money to bonus money? I was told around 7pm on Saturday the 25th

They are saying I activated the bonus at 12:30 pm UTC on 24 October 2025. The facts are this was when I leveled up to the silver t level. I was sent the email at that time and can confirm from player's log.

I can also confirm its a WRO and has no wager limit email proves it. and can also prove on players logs the reward was full complete.

Scott said the following on a chat

If that was the email sent with those terms for those bonuses and spins then it would be that however for the general bonus and spins matches or goodwill's, the maximum win for spins is 300 and the maximum win for bonuses is 1,500

I have been told Everything from its automatically added to I had previous money that I didn't bank that's why it was taken.

I have been told the real money gets mixed with the bonus money when it activated that's why they took the money. (they would have taken it all if that was true)

I have also had an Extra $120 put in my account. wouldn't that be bonus money? They are letting me withdraw it. I have a lot more evidence and contradictions and can also show proof of them not following the curaçao rules.

Thanks Naomi

P.s Have emailed documents

Would you believe it.

they sent me a message today saying they apologise for the week they have put me threw

and they are looking into how they resolve issues in the past.

and that I won’t be suprised to learn apparently there was a glitch in the system at the time I was upgraded to silver and that’s why they thought I was playing a bonus.

any way I’m getting my money it’s $23700

I just have to wait to get paid I have to follow the withdrawal rules.

i have requested $3500 and hopefully next week I can get more a little frustrating that I have to do it this way but I’m getting the money. Yay

to anyone being told they are not entitled to the money because of a bonus bet GET YOUR PLAYING HISTORY. It can’t lie and legally they have to keep it for 5 or 7 years.

i think I spent over 60 hrs messaging abs emailing them I was not giving up. Especially when I know I’m right (not often wrong) I so happy. But I want be celebrating until all the money is in my account. Then I’ll go on to stage 2

haha

Thanks for your reply and the update.

I am glad to hear you made the casino realize they made a mistake, and the casino started working on your payout.

• Were any of your payout requests already processed?

Please let me know whether our assistance will be necessary.

Looking forward to your reply.

Dear Omii73,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru