Clubworld won't pay

[ebruduck]

I won there more than 2000 GBP. They cancelled my cashin claiming I was not allowed to open the accounts in GBP.


I played when they used Cahrtwell software and U could register at the website.

At the website they had a link called cashier at the home page, it stated there "play at your desired currency", I remember the word desire, it was there and had been removed after I intervene the casinomeister then they changed it to your supported currencies.


At the terms of use they had a term that you may not open the account at GBP if you are not from England but it was a complete discrepancy with the sentence at the cashier, open your desired currency.

Moreover at the promotion terms they did not write it.

I told them that I saw at the cashier that sentence and this is why I opened it in GBP, the manager replied that I saw that at the cashier only after I registered, this is not true because they had the cashier link at the home page, he never replied to that comment.


In addition, I asked why to confiscate winnings, the game log is still the same, I won at your blackjack table pay me in Euro or USD why not to pay at all ?

The answer was no, we don't pay anything.

I found what they did deceptive and dishonest at all, the mistake was not only mine but also because of their misleading sentences


Here is the last email I got from the manager there:

Dear XXXXX,



Firstly I am very sorry this mistake occurred at all. We do try and be as clear as we can and we cannot take responsibility for players not reading our main terms of use page before playing. This is the same in everyday life; with most offers there come terms and even though the terms may not be in your face they are still relevant and have to be adhered to prevent recourse.



The Cashier as you state does have the text that you can purchase in any of our supported currencies, however our sign up where you choose the currency you wish to play in was completed before you entered the Cashier. So I can surmise that you intended to play in GBP from the offset.



The management has decided not to process your winnings in Euro or any other currency, however as a goodwill gesture we would be happy to have you open a Euro account with us and you will receive the first deposit bonus again.



If you have any more questions please feel free to contact me.



Regards,



Steve Morgan

 

[sweetdenny]

Pathetic

Well this is just another example of a casino using whatever excuse they can im sorry to see this is happening to you.
They took your money let you play then pull this seriously there must be other who have done this and lost do these people try and claim there money back and get it.
I think someone should deposit lose it then say im sorry i played in wrong currency can i have my losses back hmmmmmmmmmm wonder what they will say.
Also if they said only players from england can play in pounds again this is a joke what do the Scottish or Welsh play in kanooks.
Hopefully someone can help you out over this but to me this shows why online gambling is struggling to convince people it if fair and coverned well.
Any new players reading this forum must be put off by what they read on here even though there may be recommended casinos on here which everyone must use to even stand a remote chance of getting there money paid if they win.
This industry is becomming very very sad.

 

[vinylweatherman]

Worse

Worse still, Club World bonus is phantom and never withdrawable, so there should be no issue of bonus abuse at all. It is probably just as easy to play in Dollars. They should also realise that the Euro is not the currency of Turkey, and Turkish players will always have to play in a foreign currency.
The sign-up page of Club casinos does not give a choice of playing currency, this is loaded by the website linked to. To play in dollars, it is necessary to use the site ClubUSA.
All these terms just make things harder for new players in particular. The players who are most likely to just be after the bonus would not fall for this, and would most likely ignore these sticky bonuses unless they were specifically going to use the method of placing one big bet with both deposit and bonus to try to gain the advantage.
These terms are there, but are contradicted in other places, such as the cashier advice.
The industry is heading for trouble if they do not clean up this bonus issue properly by having software that will prevent players from taking a promotion up front, rather than quoting rules only when they happen to win.

 

[OMENIC]

It does seem underhanded by some casinos to have these stipulations in their terms.

I say this because when you enter your country it should set the currency in the form just like it gives you a dropdown for your country's states or regions.

Most Promo T&C's refer you to the site's T&C.

Most site's T&C have a clause that you must review the T&C every month.

There is usually a box that you check that you agree.

 

[ebruduck]

I can see now different attitute to mistakes in currencies.

I made a mistake in choosing the currency. They had the words in their cashier open your account in your Desired Currency, this cashier link was at the website . I did not notice that at the terms of use they had a term that the Desire is actually not relevant and that you can open GBP only if you are from the UK.

This was a honest mistake and I still think they should pay the winnings in EURO. This is not a reason to revoke winnings.

They are now Casinomeister approved I am sure they will listen to you this time Bryan and not continue to be firm in this case with totally no reason.

 

[aodat2]

I feel that the casino should actually pay you the winnings and then only close your account and reopen it in another currency.

Please PAB so that Bryan could handle this case accordingly.

 

[The Dude]

This was handled over a year ago - before Club World was on board - and it was determined that ebruduck knew what he was doing.

Lest we forget - he is a seasoned player

On the Cashiers page, the text read:

You can purchase chips, claim bonuses and play in our supported currencies - USD, GBP or EUR. Simply select your own currency when opening your casino account.

It stated your “own” currency and not “desired” currency - perhaps you misread this.

The text on the promotions page stated only UK players can play in £.

In the terms of use, there is a paragraph with the same.

If you are not in the UK, and you want to play with GBPs - contact support to make sure this is okay - get this in writing!

By the way - they did make a conciliatory offer: The management has decided not to process your winnings in Euro or any other currency, however as a goodwill gesture we would be happy to have you open a Euro account with us and you will receive the first deposit bonus again.

Did you take them up on this? You should have since this is one of the best RTG casinos out there. I would rank them up there with iNetBet.

 

[aodat2]

I would consider this a grey area case.

You couldn't say exactly what they actually mean by "your own currency". Some could easily misunderstand the meaning of this as "your desired currency". If they state "your local currency" or something like that, then it would be more easily understood.

Since it's "your own currency", it could easily mean that you could choose any currency that you so desire and play with it. There's no right or wrong on this.

But since the Promotional Page does state that only British players could play in GBP, then I guess he's out of luck. If it wasn't stated on there, then I would say that the casino MUST pay him.

Even in this case, I still stand by the fact that the casino is kinda vague on this and should actually do more than just give him the 1st bonus all over again. Maybe a little extra!

 

[vinylweatherman]

Software providers.

Software providers need to put an end to this NOW - Make players play in a currency deemed suitable for their detected location on registration. If a player claims to be playing from somewhere else when registering then this could be seen as a deliberate attempt at evading the rules.

While players should read all the T & C, many don't, possibly because they are rarely in "plain English" but look like a lawyers document - one look at which will put many ordinary people off. Promotional terms tend to be clearer, but are often elsewhere, and some website navigation is needed.

Experienced advantage players use this to their advantage, hoping to get one over on the casino, while some innocent players make a mistake and are thus assumed to be an advantage player, which blights their experience of online gaming.

Since it is the GBP that causes all this trouble, perhaps this option should be removed generally, and only made available once players are verified as being UK resident (after they have registered their postal address should suffice + an automated IP check to ensure it is a UK one!).

 

[ebruduck]

First of all it was not at the promotion terms but only at the terms of use.

Second, It did said desired currency and not your own currency

They changed the sentences After I played but I don't have any screenshot so you can believe me or not.

Third, if I had known that why would I play GBP, If I had known that am I stupid to give a casino a reason not to pay me, I had no idea I can not play in GBP because I read only the terms of the promotion and not the term of use.

The casino claimed that the cashier is actually a figure I can see only after registration and actually if I had seen in the cashier the phrase desired it was actually AFTER I OPENED THE ACCOUNT IN GBP. This is not true, I meant cashier at the WEBSITE , they had a cashier link.


The casino did not deny my email that I mentioned the words desired, they just said , you saw it in the cashier AFTER you already chose the GBP which means you are lying that you saw it before therefore you knew it was GBP.

I explained that actually they had a link at their WEBSITE named cashier and there it was mentioned even in BOLD letters and also Red I remember that DESIRED.

Of course you dont have to believe me because I was not smart enough and believed this casino and trusted it and was sure I am going to get paid and I did not take a screenshot.

Here is the email they sent:

Dear xxx,



Firstly I am very sorry this mistake occurred at all. We do try and be as clear as we can and we cannot take responsibility for players not reading our main terms of use page before playing. This is the same in everyday life; with most offers there come terms and even though the terms may not be in your face they are still relevant and have to be adhered to prevent recourse.



The Cashier as you state does have the text that you can purchase in any of our supported currencies, however our sign up where you choose the currency you wish to play in was completed before you entered the Cashier. So I can surmise that you intended to play in GBP from the offset.



The management has decided not to process your winnings in Euro or any other currency, however as a goodwill gesture we would be happy to have you open a Euro account with us and you will receive the first deposit bonus again.



If you have any more questions please feel free to contact me.



Regards,



Steve Morgan



Casino Manager

ClubWorldCasinos.com

Entertaining the World


They never replied to my explanations . I don't want to play again, I want my winnings in USD OR EURO this is their games that I won at and the currency is not a reason not to pay.

 

[Pinababy69]

I want my winnings in USD OR EURO this is their games that I won at and the currency is not a reason not to pay.

I want Viggo Mortensen wearing nothing but a bow under my tree on Xmas morning, but I doubt either one of us is gonna get our wish.

While I agree that all software providers should disable disallowed currencies upon signup, it's ultimately the responsibility of the player to clarify issues like this prior to depositing...I mean with support, in writing. And if people would just sign up with the currency of the location they live in, they wouldn't have these problems. So much of what I read on here could be avoided with a little research and common sense. The ClubWorld Group are a class outfit, one of only two RTG's that I will play at.

 

[ebruduck]

For me Clubworld were bad.

They would not admit that the words DESIRED and not SUPPORTED Currencies were the words.

They don't agree to pay in USD or EURO although I showed winnings according to the game log.

If someone make a mistake in the currency after there were some discrepancies between terms of use and cashier the casino should pay in the right currency.

This is my experience with them. They might be ok if you comply with all of terms 100% but I think the right way to test a casino is to look at their behaviour at gray areas like me. I made a honest mistake, I had no idea Clubworld would refuse to take my deposit in GBP which is more than USD anyway.

 

[unicorn40]

The ClubWorld Group are a class outfit, one of only two RTG's that I will play at.

I am with you on that one..I only play 2 RTG's myself and Club USA is one of them.

 

[linda7]

PLEASE EXPLAIN TO ME HOW THE CASINO IS RIGHT IN THIS SITUATION?

I myself do not understand why they cannot simply pay the winnings in the correct currency. Would someone please explain to me why the casino would choose to lose a player rather than simply pay them what they won? After all, did the player only win because he used GBP currency, or were the winnings due to the games he chose to play? I realize this is an old thread, but I play at Clubworld all the time and cannot make heads or tails of their decision. Any help would be appreciated.

 

[vinylweatherman]

I myself do not understand why they cannot simply pay the winnings in the correct currency. Would someone please explain to me why the casino would choose to lose a player rather than simply pay them what they won? After all, did the player only win because he used GBP currency, or were the winnings due to the games he chose to play? I realize this is an old thread, but I play at Clubworld all the time and cannot make heads or tails of their decision. Any help would be appreciated.

There are quite a few casinos that have this term, and indeed use it.

I had always thought it was a matter of advantage players and "bonus abuse", however this changed when a couple of MG casinos pulled out this "wrong currency" rule to void winnings of players who did NOT take any bonuses.
What is more interesting, they are most reluctant to explain the reasons why this term is so NECESSARY to protect their business, that it is worth the bad PR to enforce it again and again.
From the perspective of the ordinary player, it barely makes sense even when bonuses are involved (it's complex maths as to why it is an advantage to use GBP rather than $, and is down to laziness on the part of the casino in wanting the "same" bonus regardless of currency unit). For the case where NO bonus is involved, I can't see how they can justify the rule on the grounds of "protecting their interests from advantage players", as advantage players gain the advantage from promotional bonuses coupled with playing tactics. If the games are RANDOM, it does not matter a jot whether a player deposits $200 and wins $2000, or deposits 100 and wins 1000, however, casinos will say that the terms are clear, so this is why they claim the right to enforce them.
If this causes them bad PR, so be it, they make the rules, and they must take the consequences. So far, the desire to gamble often overrides the desire to take a moral stance - look at all the players who still play at Virtual Group (RTG), because they like the massive bonuses, even though they are at high risk of getting "screwed over" at the whim of management.
Virtual, at least, have learned that this behaviour DOES pay, and so will continue it until such time as it hurts them.

Players NOT from the UK should AVOID the UK Pound at all costs, as this is the one currency deviation that causes the most trouble. The reason is that advantage players will go for the pound, because the currency unit is worth so much more that any other supported by casino software.
The US Dollar is the safest currency to choose, it being worth so little that online casinos prefer to pay out $2000 than 2000 anyway - your odds of winning do not change simply by using the dollar, unless, of course, you are an advantage player taking a bonus.