Funclub Casino - Player cannot withdraw the winnings.

So I was offered a 300.00 dollar free chip. I withdrew at 470.00 they said by email it would be processed in 10 business days. It is now been 20 business days. Then I spoke with someone in support via phone. They said my withdrawal was invalid which I do not understand because I shouldn't have been able to withdraw my money if it was invalid first of all. So this casino is a joke and also it is false advertising and I believe I will have to go straight to the news reporters and media and my lawyer to get this sorted. I will have you shut down Pronto. As per other reviews from other people seems as though this casino is scaming thousands of people. Well I will go the extra mile to get you closed down and have a lawsuit so far up your ass that it comes as far as your throat and you'll choke on it with your So scam business.

Look forward to seeing you all on court also your cover will be blown for everyone to see world wide. I want my f***g money now!!!!

Hello Michelle,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Did the casino clarify why your withdrawal was invalid?

Would you be so kind and send me all the relevant communication between you and the casino together with any other supporting evidence, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Lastly, I would like to ask you please, to watch your language. I fully understand your frustration and disappointment, but if you wish to proceed with this complaint, you need to restrain from using abusive language.

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

Best regards,

Kristina

Hi Kristina,

Thank you so much for looking into this for me, I really appreciate that. I spoke with a guy at the casino support via phone - he did not clarify why my withdrawal was not valid - he was actually quite rude spoke over me and then hung- up. So in saying that it was not clarified why. I also would like to apologize for my language I was clearly upset and that will not be an issue in the future. I will attach all documents supporting my statements. Also, I called them last night just before I made a complaint to you. That call took place at 741pm canada time for exactly 5 mins and 17 secs not sure of the man's name.

Thank you again for looking into this for me

Michelle B***

Get Outlook for Android

Thank you very much for your reply, Michbrew. I don't see a message in which you were informed that the withdrawal was invalid. Do I understand correctly that you received this information over the phone call?

Could you please advise whether you provided all the required documents to verify your account?

Hi Kristina,

Yes, I was told by the guy at support on the phone that it was invalid. So I just took a screen shot of the call that was 5 min and I believe 17 secs. That was when I was told via phone. All the screen shots were all the communication I had with casino. This is all documentation I have.

Thank you

Michbrew

Hi Kristina,

Also, I just realized my user name is michrbrew not michbrew, sorry fir the typo. It looks as though I found 4 more piece of info as well. I will attach here.

Four more screen shots for my withdrawal. Sorry I didn't realize I took a picture of these. But here they are.

Thank you

Michrbrew

Thank you very much Michbrew for your reply. I will now transfer your complaint to my colleague Viliam 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 Michrbrew,

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?

Hi Viliam,

I really appreciate all you are doing. Thank you. Yes I would like the casino to state their case for sure.

Thank you

michrbrew

Dear Kristina,

Greetings!

This is in regards to the above-mentioned complaint. We tried to explain to Michelle in a very polite way that we can not process her withdrawal request as, The customer has availed of 2 consecutive free bonuses, which as per the terms in absolutely invalid. Please refer to the terms & conditions published on site.

https://www.funclubcasino.com/rules/?set_lang=en_GB

*Free Chips cannot be used in succession by the Player. If a player redeems a free chip, regardless of 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.

When explained the same she immediately started using foul language & stated that She would go to the media and hire a lawyer to sue our company and shut us down.

Hope this clarifies the doubts by now. In case of any additional support, We are still there to help.

Thanks,

Steve J****

Complaint Resolution department

1888 480 7988

Extn 801

Hi,

Just to clarify I did not use a second chip. I only used the one they offered there was no succession with my account it was my first time playing. Also, I was not rude at first until the man started speaking Over top of me and clearly he was not listening to me. He was nearly screaming over top of what I was saying. Then that upset me so I proceeded to tell him he has the worst customer service, and I did tell him that I would go to the media. Then he was still yelling and then hung up on me. Because he wasn't listening I did not know the reason why it was invalid. I did not use any other coupon.

Also, if this 300 free chip offered on sign-up bonus and I used that and then I was able to cashout how is it my problem that their system let me cashout and confirmed by email that it was currentlybeing processed and I should see that money in my account by 10 days to show up. I also was not informed about it being invalid by email I was told through email that it was being processed and never received any information on my email it said they would contact me via email within 24 to 48 hours. That was not done. I gave them the benefit of the doubt I gave them plenty of time to reach out but according to email should have contacted within 24 to 48 hours. So I was sent 2 emails confirming that it was being processed. Nothing regarding invalid. So I'm suppose to be a mind reader and know that its invalid???? I'm not sure how what they are saying is valid. I did not use 2 bonuses it was my first time ever playing with this casino aka Fun club. They are lying I did not ever play with this casino previously, just to clarify which I can look in my account it was not ever used twice. I signed up played 1 chip only.......

Thank you

Michrbrew

Just want to say someone logged into my account and added this I'm assuming it was the casino it self to add another chip redemption just want to clarify that I just opened my account on this date here. so this one that was added to my account was prior to me opening my account. So the casino is pulling the wool over your eyes. In my account this date was added not by me because I did not have an account with you at this time. if you can see someone added october 7th 2021 that is impossible as I did not have an account at that time first time ever having an account was the first screen shot october 23. Just saying.

I also wanted to mention if the free chip was for a different date how was it possible to redeem it after the date first of all. I didn't check date because it was being offered on via internet. I was able to redeem the code so that sounds like you guys at the casino are false advertising because, that code on date of October 23 was valid through your system. It looks as though you probably should have taken that code off your system and also shouldn't have it listed still on the internet. How is this my problem. Sounds like it's the casinos fault for still giving access to redeem. Sounds like a you problem. If you guys had of removed all documents from internet and your system we wouldn't be having this problem now. To be honest. I believe you should honor it because it was still redeemable on my account.

Thank you please look into this because at this point it puts you viable to pay this according to my lawyer. Since you did not remove the code from your system it was still able to input bonus code there for your system is not up to date and it is still listed everywhere on internet.

No that is incorrect I did not open up an account on October the 7th someone from the casino added that manually that was not me who opened up on the 7th someone manually put that in. I OPENED UP MY ACCOUNT WITH YOU OCTOBER 23 REDEEMED 300 FREE CHIP. I did not even know you existed as a casino or made an account on OCTOBER 7th. I did not redeem a chip for 325 at all on that date my account was not created before OCTOBER 23 that is what I'm trying to say. Someone is inputting data on my account aka at the casino because I did not open it till October 23 so you are lying. What you are doing is making changes to my account without my knowledge it was added after not by me.

You just don't want to pay this amount out because you were at fault for not taking out of your system you have sabotaged my account.

It looks as though I found more information. So I was sent this via email. If I was already a member why would this have been sent to me october 23? this is what I received when I created my account. So why would they mention thanks giving? If I signed up on the 7th???? None of what the casino is saying is making any sense. Why would I be sent a sign up bonus as listed here on oct23 if I was a member already. Your story is not adding up fun club casino. Also, if I was signed up already why would I receive this as a sign in bonus for 300 free chip if I was currently already a member. Can you answer that question???? This bonus was not expired either.... and if I signed up on the 7th why would I receive this welcome bonus on the 23rd. Nothing you are saying is adding up to the story you are giving.

So the statement that you claim is I opened my account on October 7th....but that does not make any sense. I wouldn't have received a free welcome 300 free chip bonus on the 23rd of October. if I already claimed a 325 chip on October 7th which Is when you claim I opened my account???? Correct ????I am just curious on who has made changes with my account after I signed up on the 23 October and manually put in that I was a member on the 7th.

Another thing is that you said the coupon was expired. No because who would send me a sign-up bonus to my email on oct23 2021on my sign up date to my account if it was expired for a redeemable code. That wool your trying to pull over my eyes is not going to fly with me. All the documents are there in front of your faces. How much more evidence do I need to prove the casino is lying. Wow!!

I was just into my account and I put in the date october 7 to October 23 2021, the only transaction that is listed on the date Oct 23 is the only transaction that is listed on there no transaction for this so called 325 free chip is listed in payment information. Which proves someone entered it Manually. I am telling you I received free chip bonus for the date Oct 23 2021 that is the only transaction that was made by me. The 325 chip is not even showing that it was cashed. I also looked into all these manually inputed information for the 7th of October is not even showing up in payment details.

Will someone please clarify why it is not showing that 325 free chip was cashed you can clearly see the dates I have looked at.

The reason the payment details of this so called 325 free chip that I was told I cashed on the 7th of October is not listed under those dates is because first I didn't have account then also it is highlighted in Grey was never opened and never cashed. This was put on after the fact and it was not by me.

this was never opened as you can tell because it is in Grey and but if you notice the 300 free chip for my welcome is in white because I opened that and cashed it. That chip for 325 was inputed manually Its not even opened or showing in the dates of payment history. Why are you aka Fun club casino placing these on my account. There is no transaction that was made the 7th in payment history no show of a chip of 325 even cashed when I bring up all this so called play history. Not sure you have a leg to stand on at this point.

ok another issue is in payment history this 325 chip on the 7 of October is not even showing when brought up as you can see someone added all this to make it look like I was playing. But no I was not because like I said I did not have an account then and October 7th is not when I opened this account. So when I look at payment history which was sent to you in last message there is no free chip 325 that was cashed no payment history under that date I put in as you can see from last message October 7 to the 23 October there is no payment history listed for that 325 chip . You know why because I didn't have that offer at any point for a 325 free chip and I didn't have an account then and there wasn't a transaction under those dates because it was never cashed. Am I the only one that sees the flaws of what the casino is saying 🤔.

If your casino is so hard up. That you are altering what people are inputting to make it look like I did that. That is shame on you. You should not scam people. You should definitely be shut down at the end of the day I'm out money for my mortgage so it looks as though I will have to be put on the streets because you don't want to pay me my legit money that I won fair and square. And one more thing is the 325 free chip you claim that I cashed if you look at my screen shot it was highlighted in Grey and if you know anything about computers that means on my end it was never opened by me. You look at your picture it is white it was opened by you at the casino. I am a stickler for detail in comparison from my end to yours - there was obviously scamming going on on your end...check the screen shots out way different. Just thought I would point that out - that bonus was opened by you guys and applied to my account so you could scam me out of my winning. Let me know if you all see the discrepancies that I'm seeing.

So here is your screen shot of the 325 chip just so I can show you the other part thats not adding up. compared to mine.

Here is my screen shot.

Ok so mine is Grey because that was never opened or cashed by me.

Yours on the other hand is white which means this was opened on your end this is clearly been opened on your end and placed on my account. If you know anything about computers then you would have noticed the difference in my screen to yours. Just so you know for future reference you should probably have examined and known these are clearly not the same. Just in case you were looking to scam people in the future.

#FunClubCasino

Ok. I looked into this 325 free chip bonus code FC325 that was manually entered into to my account without my knowledge or my consent. I am curious to where I might have found this code anywhere it is no where on the internet see screen shot. can someone please tell me where I would have found this chip or chip code to even cash it. This code and chip amount of 325 does not exist. Isn't that funny. Hmmmm so you all tell me where I would have had access to code details and such as the bonus code that was entered on my account FC325 - this code or chip amount lol is not anywhere to be found. - it does not exist - so that leads me to believe that if I couldn't find it anywhere on the internet that this code was made up by the casino - I have no way to access such information - BECAUSE THIS CODE IS INVALID MADE UP - FC325 no code or 325 free chip offered anywhere - so you tell me where and what site I might have got the code of a 325 free chip - oh wait you can't tell me because it does not exist it is fake/invalid made up from the casino input manually by #Funclubcasino. If it was me that entered it how would I have done that - it is non-existent. There is no supporting documentation of this 325 free chip or code number anywhere to be found on the internet. Lol - hope someone could fill me in on how and where I would have knowledge of this information code free chip of 325. If I couldn't find it and the internet has no knowledge of it then this code and free chip 325 is made up. Now I wonder who would have made that up. Well it certainly wasn't me because this never existed. Nowhere to be found. Can you explain #Funclub casino???

Please see the terms and conditions listed right from your site location...#Funclubcasino - Steve - where in these terms and conditions listed here please see attached does your statement of using free chips in succession of one another. Even if I did do this...this is not stated in the terms and conditions... please point out where it says that you claim that chips can't be used in succession even though I did not do this - it is not listed in terms and conditions. These are all directly located and terms from your casino.

If what the casino is saying that this money was not valid for withdrawal shouldn't this money have been wiped from account. It was still there still able to process. I find thus extremely strange.

Dear Michrbrew,

I would like to kindly ask you not to spam this thread with repetitive issues. I understand that you have a problem with the Casino but it's extremely hard to go through your comments and notice everything important. Being straight and simple is very helpful so we can focus our strengths on the core of this complaint.

Thank you for understanding.

Dear Casino,

please, send me the player's game history and exact explanation of why you've confiscated her winnings. My email: viliam.v@casino.guru

Thank you in advance.

Thank you Viliam, As requested by you. I have sent you an email with an explanation of why the player doesn't qualify for a cashout along with the transaction history.

Please let us know if you require any additional information from us to help resolve the case. Happy to be of assistance at any point in the future.

Regards

Steve J****

Resolutions Department

1888 480 7988

Dear Michrbrew,

I have one additional question. Did you make a deposit between 7.10.2021 and 23.10.2021?

Hi Viliam,

No I wouldn't have because when I opened my account on the 25 of October not the 7th. I was offered the 300 free chip for welcome bonus. I didn't realize that a FREE welcome bonus requires a deposit. It would defeat the purpose of being free. Is this listed in the said terms and conditions?

Thank you

Michelle

Dear Viliam,

The only way I would disqualify for the winnings is if I used a combination(free chip and deposit together) as per fun club casino terms and conditions. I did not use in combination at all. I have never deposited money from my account to fun club casino. This is answer to said question above.

Thank you

Dear Michrbrew,

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.

PS. if you are not satisfied with our conclusion you can contact Curacao gaming license.

Thank you for understanding.