Funclub Casino - Player has been accused of opening multiple accounts.

I got the $325 welcome bonus and had winnings over $1,500 and tried to withdraw only $250, I done the withdrawal and the system went through with no problem. I waited a few days and messaged with live chat and now I’m told I will have my account reset back to zero and forfeit all winnings due to My wife opening a new account on her phone with her email and FunClub says that I have two accounts when I only have one

Dear Mojofilter6,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do you and your wife share any of the following: household or email address, telephone number, same payment account number, IP, or device? Have you deposited any funds into your account or the winnings have been accumulated from a free bonus entirely?

If there’s any relevant communication, please forward it to petronela.k@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,

Petronela

Just live in the same household. They said we have same IP address. So can not withdraw

Have you deposited any funds into your account or the winnings have been accumulated from a free bonus entirely, please?

Accumulated from bonus

Was it a free bonus, please?

Yes. No Deposit Bonus

I see. Could you please advise if you have passed successfully the KYC account verification in the past?

Guess it’s a no because I don’t know what that is

I understand. Additionally, I have checked the general bonus terms and conditions, and this is what I found (here):

"The Casino will occasionally offer Promotional Coupons as Free Chips. The maximum withdrawal amount for any free chip given is $100. For example if you are given a $100 free chip and request a withdrawal amount of $500, you will only be approved for $100."

"Unless earlier direction is expressly given by Casino management, welcome bonuses are restricted to one promotion per Player, per family, per address, per computer."

If your winnings were accumulated from a Free Chip solely, then the maximum cashout of your winnings would be capped at $100.

Could you please advise if your wife redeemed the same free bonus?

Yes same bonus. A few days after I tried to withdraw

I see. Could you please confirm the following?

• your account was created before your wife's one
• your account has never passed the KYC verification
• you never deposited funds into your account

Meanwhile, I have corrected the disputed amount from $1,500 to $100 which is the maximum cashout for free bonuses.

Yes. IDK. no

Please understand that if there was more than one attempt to redeem a free bonus from the same IP address, without you previously verifying your account, it is close to impossible for the casino to distinguish who was playing.

I strongly advise not to activate free bonuses from the same IP address unless your account is successfully verified already.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.