Funclub Casino - Hráč kritizuje proces výběru kasina.

I signed up for funclub and got the free chip . I somehow managed to meet the wagering requirement that almost seem impossible, but managed to somehow meet it and had followed all the rules perfectly didn't play any restricted games and was qualified to begin the withdrawal process. At first it was all smooth and support was helpful and willing. I was told by first agent that after kyc was verified I would be getting my withdrawal in Bitcoin with in 7 days. Day 7 comes around and no word from them after I had sent in all my docs . Finally get hold of someone and they said it was all good . I passed verifications and only step I had to do was confirm my btc address with " withdrawal team" ( doesn't really exist) and I would receive my payout. I was told they would call me that same day. They didn't. And over the months of being given the run-around no one ever called me after was told they would. Finally get ahold of "Steve" the ring leader of this scam casino. They have strong Indian accents and say they work out of costa Rica and chose the fakest names like mark and Steven and Dan. That should have been red flag number 1 . When ever you call you can tell it's someone's house phone line. You can hear kids and dogs and they have thick Indian accents and just give you contradicting and vague statements that avoided any questions I asked and they always would end it by telling me they would raise a " ticket" with the withdrawal team and they would contact me tomorrow. I have had prob 50 tickets raised with the withdrawal team over the 90 days I was just fed lie after lie and played games with their chat support who never had any idea what they were saying they would stick to their script and each one would give out different information. The withdrawal time frame went from 7 days to 21 days then at 21 days it jumped to 90 days. At this point I know they are just going to continue to give me the run-around until I give up and not pay me . But I didn't let them with that easy . So I was persistent and would contact them couple times a week . Always told it was pending withdrawal with the imaginary withdrawal team and the would call me back tomorrow. In 90 days I never once got a call from anyone . I got to know these scammers very well and tested them and messed with them because honestly they aren't the brightest guys and didn't realize I was pushing them and testing them trying to get them to slip up . Which they did many times. This is not a real casino they are a scam casino . After 90 days I gave up after they told me they are no longer paying out withdrawals from bonuses . After I wasted countless hours jumping through all their hoops and providing them all my personal info and documents. This really pissed me off. And I knew after the first 20 days that I was never going to be paid just played along with them and enjoyed calling them out on their lies. This is very small scale prob 2 man team from India with the fakest American names possible who play the role of all the different support chat agents and are doing it out of their house. After this experience I would recommend no one ever deposit money into this casino and just STAY AWAY . I have warned you.

Dear Andrew,

Thank you for submitting your complaint. I’m sorry to hear about your problem. Could you specify which bonus offer you redeemed? Was this your first withdrawal request?

Is there any communication between you and the casino, that you could forward me? My email address is kristina.s@casino.guru. I would especially like to see the message, in which you were informed that the casino doesn’t pay out winnings from bonus play.

We will try our best and I hope we will be able to help you as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hey ,

This was their introductory free chip I forgot if it was 200 or 300 as it's been so long now. Was beginning of may. I don't have any saved convos I should have. It was steve who finally caved and told me they are no longer paying out "free chippers" they call non depositing players . It was my first withdrawal and followed all the instructions and requirements to a T. Provided personal documents ID , proof of address etc. They never intended to pay me. They just tried to draw it out so long I would give up. This casino is literally two guys at their parents house answering phone with comical fake names and not a legit casino at all.

Thank you very much Andrew for your reply. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Andrew,

I’m sorry to hear about your negative experience. I have checked the Bonus General Conditions carefully and this is what I found: 

"No Deposit Bonuses (also known as Free Chip|, Processor, Free Spins, Free Roll/Spin, Slot Tournaments) and "No Play No Max" Bonus Rules.

- If they never have deposited Players from particular nations may not cash-out of free processor offers. These players may partake of said processors that are free for entertainment purposes only. Please contact Customer Support to find out the list of excluded countries to see whether your state is included." 

I have checked with the live chat agent and Unites States is not on the list of these particular nations.

So we will try to contact the casino and ask for an explanation.

I would like to invite FunClub Casino into this conversation. Can you specify where is the problem with player’s withdrawal, please? I will set the timer for 7 days so the Casino can provide a statement.

Hello Casino Guru Team,

Greetings from Funclub! We hope you are doing well!

We have reviewed the customer's account and withdrawal request. We informed the customer initially that the withdrawal on Welcome bonus has a TAT of up to 90 days as we are understaffed due to COVID situation and prioritising the depositors overwhelming withdrawal requests.

However, customer consistently contacted us before the timeline completion, besides the explanation provided to him in every interaction. Player used derogatory language, been aggressive and have used racist comments on these interactions (calls and chats) which is unacceptable and it led to closure of his account.

We have asked the player repetitively to allow us the afore-mentioned timeframe for processing his withdrawal, however, player's incongruous behaviour had to be stopped.

If the player wishes to be paid then we are ready to re-open the account and reconsider his withdrawal request. The withdrawal request would be put back in the queue for processing and we will try to prioritize it, however, the time frame for the processing would be 2-3 weeks.

Please let us know if we need to furnish any further details.

Thanks and Regards

Ryan

Complaints and Resolutions Team

Bravo , very professional response. You didn't mention the reason for my anger was after you had told me that after waiting 90 days and getting zero answers from support. Just empty " promises" to call back which never happened. After waiting 90!!! Days. You had the nerve to tell me that at this point in time you aren't paying out winnings for bonus winners. After you wasted countless hours just giving me the run-around. I sent you all my verifications and documents they were verified with in the first seven days. In fact I was told that I had finished everything I needed to finish except the point of confirming my Bitcoin address that I've added to withdrawal request so a week in and all I had to do was take 10 seconds to verify it and address which no one could do for me and everyone I talked to. not one person was able verify my address for me so to think that it took 83 more days for you guys to take 10 seconds to confirm my btc withdrawal address. I'm sorry that has nothing to do with covered or understaffing that is just blowing me off and giving me no time of day and have no intentions of paying me And now you're going to text me to put me back in the queue to wait 3 more weeks after waiting 90 days to confirm my btc address. I'm sorry but this insane and I've never had more of my time wasted then by you and your staff. Can you tell me why in 83 days not one of the 99 people I talked to was able to confirm my btc address . And the 20 times I was told they would call back in 10 min to confirm it ... Is there any explanation you have to why this was an impossible task? I'm not satisfied with your offer and honestly it just gets me even more irritated.

Dear Andrew,

Casino stated that they are ready to reopen your account and reconsider the withdrawal request. Please, let them know if it is ok for you and if you agree with pending period of 2-3 weeks. Also I would like to ask you to be polite.

Thank you for understanding.

Ok but it won't happen and you can keep the case open cause I know I'll be back in 3 weeks . Thank you for mediating this. Ok FuNclub you can reopen my account and put me in the "queue". I'm ready to confirm my btc address if you think you're up for the task..

Dear Casino,

I'll extend the timer for 21 days, please let me know when you'll pay all of the player's winnings.

Well I'll be damned. They paid.

You can mark as resolved. Thank you for your help !!

Dear Andrew,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam