Funclub Casino - Hráč si nemůže vybrat své výhry.

I’ve won over $2973and tried to withdraw my winnings however funclub casino will not let me at first they said to verify my account by verification email but the never send it to my email address and now they won’t let me play any games on my account I no longer know what to do?😕

Dear Jose,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you checked your spam folder as suggested in your account?

Have you tried contacting the casino regarding this issue? If yes, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

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

Best regards,

Kristina

I did thanks for asking still no luck so they even had me send them this form.

Thank you for your reply and emails, Jose. Do I understand correctly that the casino asked you to fill out this form and submit documents to verify your identity? When exactly did you send all your documents, please?

2 week before I talked to u and I sent it again 4 days ago

Thank you very much Jose for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) 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 Jose,

I looked at your complaint and will do my best to help you. I would like to invite Funclub Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

yes I can ok so I hit the jack pot and tried to with draw the money however I was to identify my identity by email verification so for days I trued to but they never sent the email so I tried to call them nothing they could do was what I was told and so I filled out this form to set up my disposit and withdraw twice but still nothing.

Hello Jose & Villiam,

Hope you're doing well!

We went through your complaint, checked your account & found that your account is already verified. If you were facing any issues in playing games or raising a withdrawal you could've contacted the casino. I can not see even a single conversation that has happened between you and the casino and I am not sure why are we here on this forum.

Please feel free to reach us on our live chat support which is available 24/7 or call us at our toll-free number: +1 - 888-480-7988

Regards

Support Team

Funclub Casino

I am thanks for asking and that’s odd because I called twice and was not helped ima give it another try and update u on how it goes.

Dear Jose,

let me know about your progress, please.

hay so giving u an update on the withdrawal progress, so far nothing nothing😞

Dear Jose,

I'm not sure what is the problem here. Casino asked you to contact them, did you do that?

Im about to but I’m the am since it’s late I’ll let u know what happens.

dear viliam & funclubcasino so i did call them i spoke not sure too who was kinda hard to understand however i was told that im not getting the money and that maybe i mite be able to withdraw 100 maybe but i had to send all my doc again to info@funclubsupport.com and support@funclubasino.com so with that being said they can say this and that but its all empty promises false advertisement i hope everyone elses really get their money because i never did well enough said im done keep ur money so good bye.

Unfortunately, after gathering all the necessary information we are rejecting this complaint because the player has no intention to provide verification documents. Sorry, we were not able to help you with this one, but 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.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comment from the player:

"excuse me how dare u lie I did provide all the docs so don’t lie to the people"

Dear Jose,

I've rejected your complaint based on your expression: "im done keep ur money so good bye."

I thought that you have no interest to continue in solving this problem.

Dear Casino,

can you give us an update, please? What is the problem with the player's withdrawal?

Dear Viliam & Jose,

Hope you're doing well!

So on Mar-6th when we checked your (Jose's) account there was no problems with it and we asked you to get in touch with us if you face any issues in terms of raising the withdrawal. We observed that you raised a withdrawal request on 7th then cancelled it and then raised it again on Mar-8th. However you also redeemed another free chip and played on it and that made you ineligible to withdraw on the first free chip you were playing on. Because as per the rules mentioned on the website: Free Chips cannot be used in succession by the Player. If a player redeems a free chip, regardless if the offer was sent to the Player via the Casino or they redeemed it via Customer Support, they cannot redeem a second Free Chip and be eligible for a withdrawal on that Free Chip’s winnings. It is the sole responsibility of the Player to ensure they are following the Free Chip rules. Withdrawals will be denied at the approval stage with the Payments team if this rule is broken. In case a Player uses a coupon or a promotional offer that they aren’t eligible for use, all and any winnings created from that promotion are forfeited.

Unfortunately since you played on back to back free chips, your withdrawal was cancelled. However if you wish to deposit and play, please feel free to get in touch and we will be more than happy to assist you.

Regards

Support Team

Funclub Casino

Dear Casino,

send me evidence to my email: viliam.v@casino.guru

Dear Viliam,

Hope you're doing well!

We have sent the evidence as requested.

Regards

Support Team

Funclub Casino

Dear Jose,

I've received evidence from the Casino that shows you really redeemed two free chip bonuses which makes you ineligible for the withdrawal according to Casino's rules. I'm afraid I can't help you more since you've broken their terms. Is there anything else you want to add to this case, please?

Dear valiam & casino

I guess that it then. ($0) Well thank you anyways and sorry for waiting your time.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but 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.