The Clubhouse Casino - El acceso del jugador a la cuenta está restringido.

Dear Sir or Madam, I have been trying to log into the site for several days without success. It always says

You cannot access the Clubhouse Casino from your current location.

If you believe this is a mistake, please contact us.

I was also told I won a prize in a tournament, and then when I tried to log in, I couldn't get access anymore.

I contacted support and was informed they were performing maintenance, but it's been 7 or 8 days now. I was supposedly issued a ticket, and I was promised I would be contacted, but that was 3 to 4 days ago. Maybe you can help me.

Sehr geehrte Damen und Herren, Ich versuche seit mehreren Tagen mich auf der Seite ein zu loggen ohne Erfolg.es kommt immer

Sie können von Ihrem aktuellen Standort aus nicht auf das Clubhouse Casino zugreifen.

Wenn Sie der Meinung sind, dass es sich hierbei um einen Fehler handelt, kontaktieren Sie uns bitte.

Ich soll auch einen Preis gewonnen haben bei einen Turnier dann wollte ich rein und komm nicht mehr rein.

Dies habe ich gemacht und mir wurde gesagt das sie Wartungsarbeiten machen aber doch keine 7 oder 8 tage.Es wurde angeblich ein Ticket angelegt und es werde sich bei mir gemeldet das war vor 3 bis 4 Tagen. Vielleicht können Sie mir ja helfen

Dear Olli20,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

How long have you been playing at The Clubhouse Casino? Is this the first time you've experienced difficulties accessing the casino website?

Have you tried clearing your cookies, cache, and internet history, as well as accessing the casino website through a different browser or device?

Have you communicated with the casino's customer support via chat only, or have you also reached out via email?

Lastly, could you kindly specify the balance in your account the last time you were able to access it?

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

Best regards

Veronika

Hello Veronika, thank you for the quick reply. I've never had any problems logging in. My account balance was less than 1 euro, but that's not the point. I've deleted everything, history, cache, and tried it with a different cell phone on my laptop, but to no avail. Communication just took over the chat forever.

Best regards

Hallo Veronika, danke für die schnelle Antwort.ich hatte noch nie probleme gehabt mit den einloggen.Mein kontostand war weniger als 1 Euro darum geht es ja auch nicht.Ich habe alles gelöscht an Verläufe,Cache mit einen anderen handy habe ich es versucht mit Laptop aber ohne erfolg.DieKommunikation lief nur übernommen chat immer.

Mit freundlichen Grüßen

Thank you for your reply. Has the casino customer support given you an estimated timeline for the maintenance completion? Additionally, is there any indication that the casino might have ceased accepting players from your region? If so, and if your account balance is effectively zero, we may be limited in our ability to assist.

Casinos reserve the right to change their accepted player locations at any time, and if they close accounts with no balance, it generally falls within their business policies. If this turns out to be the case, your best option might be to explore a different platform to continue playing.

Hello Veronika, no they don't, I was an active player with a fair amount of turnover, which surprises me. Unfortunately there is no information about this.

Hallo Veronika, nein das haben sie nicht,ich war ein aktiver Spieler mit nicht geringen Umsatz das wundert mich. Es gibt leider keine Hinweise dazu.

Thank you for your reply. As I mentioned in my previous message, a casino may update the list of restricted jurisdictions at any time. Unfortunately, we are only able to assist players who had an active balance in their accounts when such a change occurred, and the casino refused to pay them out due to their country of residence becoming restricted.

Since your account balance was zero at the time of the restriction, we are unable to assist you further in this case. This complaint will now be closed.

Thank you for your understanding. I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please do not hesitate to reach out to us.

Best regards,

Veronika