Funclub Casino - Výběr hráče byl zpožděn.

Funclub Casino making me sweat the full 90 days that they have to pay me. I used their $325 free chip, wagered more than any requirement necessary, and tried to withdraw. This was a week prior to Halloween, 2020. I thought it was about a 30 day wait, turns out it was up to 90 days, also turns out that no-deposit players are quite low on the totem pole. I deposited to try and gain access to the "depositing customers" club, thinking I would be seen in a different light, the "willing to give to get" light. I have spoken to representatives a handful of times about this issue but also about method of payment..etc. I am fully unsure whether or not I will be paid at all, ever.

In conclusion, very bad business model, IMO. If the goal was to gain a repeat customer then consider the attempt as a failure. Waiting until the last day to pay is a poor representation.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified? Which payment method you have opted for? Do I understand correctly that your withdrawal is still pending inside your account without being processed?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello DontLoveGames2U!

I will be taking care of your complaint. I would like to ask Funclub Casino to join our discussion here and help us resolve the issue.

Hello Casino Guru Team,

We have reviewed the account for the user Coronav2020.

The request is on hold as the complete documents have not been received.

We would request the player to send in the following documents within next 14 days:

• Proof of Identity – Government issued ID card only. (No office IDs/ Visiting cards, etc.)
• Driver’s License (Front/Back) {The one shared with us earlier has been expired}
• Passport

• Selfie with the above Identity Card

• Proof of Residence – Any one of the last 3 months Utility Bills Only (No Bank statements/ Blood Donor cards/ Doctor bills/ Vet Bills, etc.) 
• Gas/ Electricity/ Water/ Sewage/ Waste Management Bills issued by State/ City councils. 
• Rent agreements (only in case all utilities are included in the rent) 
• Internet/ DTH/ Broadband / Landline Phone Bill

• Bitcoin Wallet Address

Note:

1. The files must have good quality in order to be reviewed and validated, blurry pictures or links from Cloud Storages are not supported.
2. Only images or photos are accepted, scanned copies will not be accepted.

Also, the player has requested to withdraw for an incorrect amount as player is entitled to request for an amount of $100 against the Welcome bonus.

We would request the player to submit the request again for the correct amount along with the requested documents.

Thanks and Regards,

Ryan

Complaints and Resolutions Team

Hello DontLoveGames2U!

According to the information provided by Funclub Casino, I would like to ask you, to let us know when you'll submit all the documents necessary to complete the verification process.

I have also checked the casino's T&C's regarding the maximum payout from the bonus, as stated above, and here is what I found:

"Welcome courtesy bonuses have a maximum withdrawal amount of $100.00 for all NEW players."

I was contacted by a "Michael" from the casino and we had a pleasant exchange. Michael called me to suggest a deposit bonus for the withdrawal I made, which I declined. Michael seemed to be aware of, ME, and I was given NONE of this grief over the phone. Not a single word was said about any of these falsehoods that Funclub is now trying to conjure up. I assume Michael was diligent enough to actually view and recognize my submissions, as he has been the ONLY one to attempt to contact me. I was told at the end of the almost 6 minute conversation that he would then attempt to address my, as he put it, "lone" withdrawal request. Michael invited me to call him back at that phone number that he called me from, if I felt so inclined. I submitted every single document in an extremely quick manner, exactly as requested (reference the photo they requested of me holding my ID to my face that I submitted PRE-Halloween 2020), and instead of being contacted in ANY sort of reasonable time frame, (I was told a mere few business days, read the emails and live chats), I got misled, told that my business was not worthy of attention until I was a "frequent depositor", and ultimately was ignored until my ID happened to expire, happening to give you guys the ONLY way you could find to not pay me. You have standalone photos of my ID as well as a photograph of ME, holding it, well before its expiration! Not days before expiration either. It literally has been 3 months and now you're making this claim? It seems obvious to me that someone(s) associated with this casino intentionally waited to acknowledge my valid documents, until at least the expiration of my ID, which gives them a reason to deny my withdrawal. However, I received emails from Funclub, Rick I believe his name was, indicating the successful transfer of my personal and private documents back in October. Documents i feel uncomfortable being in your possession seeing how business is operated over at Funclub. The disorganization, carelessness, and the seemingly flagrant attempt to deceive both me AND CasinoGuru. My ID was not expired. My documents WERE sent. I sent the "selfie" requested of me. I sent two ways to deliver the funds I am entitled to. I relayed preference to receive withdrawal to my bitcoin wallet that I provided via email at the date of my withdrawal request on Oct 23rd, 2020, as well as at the time of my deposit, and a 3rd time after depositing just to make sure there were no misunderstandings or discrepancies in wallet address. However, here I am being told that I did none of this?

I would like to ask Funclub Casino to follow on the entries made by the player. Since the player provided evidence, that he tried to upload the requested documents, we would like to ask the casino what was the situation with the verification?

Hello Casino Guru Team,

We have reviewed the case and never mentioned that we did not receive the documents, we received his email, however, the documents were not complete.

Also, the player was already advised that the withdrawal on welcome bonus could take up to 90 days due to a long queue for the same.

We would need the updated ID as the one sent before expired (We received only the front the last time). Also, the utility bill shared was also of an older date, we need a recent utility bill (last 3 months).

• Proof of Identity – Government issued ID card only. (No office IDs/ Visiting cards, etc.)
• Driver’s License (Front/Back) {The one shared with us earlier has been expired}
• Passport

• Selfie with the above Identity Card

• Proof of Residence – Any one of the last 3 months Utility Bills Only (No Bank statements/ Blood Donor cards/ Doctor bills/ Vet Bills, etc.) 
• Gas/ Electricity/ Water/ Sewage/ Waste Management Bills issued by State/ City councils. 
• Rent agreements (only in case all utilities are included in the rent) 
• Internet/ DTH/ Broadband / Landline Phone Bill

Note:

1. The files must have good quality in order to be reviewed and validated, blurry pictures or links from Cloud Storages are not supported.
2. Only images or photos are accepted, scanned copies will not be accepted.

Additionally, our website mentions it clearly under the terms and conditions that the welcome bonus has a cash out of $100 and the player still requested for an incorrect amount. So, ideally the the first withdrawal request is not eligible due to incorrect amount requested. Player would need to re-submit the request with the correct amount and updated documents.

Please let us know if any further details required from our end.

Thanks and regards,

Ryan

Complaints and Resolutions Team

Hello all!

Firstly, I would like to thank Funclub Casino representatives for their response.

Secondly, DontLoveGames2U please let me suggest you to follow the instructions provided by the casino. I understand it may be frustrating to go through this procedure again, however KYC process is essential to progress with your withdrawals.

Please, let us know, when you have all the necessary documents submitted.

Hello DontLoveGames2U!

Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint at any time in the future.