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

Said I had multiple accounts when tried to withdraw my winnings and violated terms of agreement when I only had one account.

Dear Zoid65,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account successfully verified in the past?

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

I was successfully verified and redeemed a 300 chip for signing up.no other person has access to my email and IP.i accumulated winning on a active bonus.if had multiple accounts then why was I verified and allowed to redeem bonus and play actively?I submitted a withdraw request a week ago with no response then was told I played with invalid account and would clear my winnings

Thank you, Zoid65, for your reply. When you say that you were verified, do you mean that your email address has been verified or you successfully passed the KYC verification, please?

Additionally, if your winnings have been accumulated from a promotional Free chip solely, please keep in mind that maximum cashout would have been applied for the withdrawal. (Bonus T&Cs):

"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."

Therefore, I have adjusted the disputed amount from $527 to $100.

Looking forward to hearing from you.

My email was verified and will send a screenshot of the email funclub responded with.

Dear Zoid65,

In order to withdraw your winnings, you will need to complete the KYC verification of your account. Have you been advised by the casino what personal documents are erquired?

No I have not what documents will I need for KYC verification?

Please contact the casino directly, they will advise you what exact documents are needed. Thank you.

Dear Zoid65,

Have you succeeded in verifying your account? 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.

What documents I need to verify my withdraw.valid ID and what else?

Thank you very much, Zoid65, for providing all the necessary information. I do apologize for the late response. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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, Zoid65,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Funclub Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Funclub Casino Team,

Could you please clarify the player's situation? Why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify his account and withdraw the winnings?

If we are talking about a breach of the casino's Terms and Conditions, are you able to substantiate the casino's decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask Funclub Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Dear Branislav,

Hope you're ding well. We have shared the screen shots of the original accounts and the duplicate accounts on your email address. Please note that player is not eligible to cash out. However if the player wishes to continue playing with us then he can make a min. deposit of $35, we can offer the best available match bonus. and as per the casino terms you can not have more than one account with us. Also for your clarification the casino does not allow you to create more than one account on similar email address an hence the player does not have the same email addresses. in all the duplicate accounts,.

Thanks and regards

Support Team

Funclub casino

Greetings all,

Thank you for your email, Funclub Casino Team. The data supports your claims.

Do I understand it correctly from the screenshots that the player used the same welcome bonus offer (no deposit "Welcome Freechip" $300) in all these 3 casino accounts?

Hello Branislav,

Yes, player has used the no deposit bonus on all the accounts.

Regards

Support Team

Funclub Casino

Dear Zoid65,

As was already stated, I was provided with sufficient evidence supporting the casino's decision. After gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's Terms and Conditions - apart from using multiple accounts, you breached the casino's Bonus Terms and Conditions and redeemed the welcome bonus offer more than once. You are not eligible for any winnings earned from the bonus. The casino acted correctly and within its Terms and Conditions.

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.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to branislav.b@casino.guru.

Thank you very much, Funclub Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru