Home Complaints Funclub Casino - Player’s bonus winnings have been reduced.

Amount: $300

Funclub Casino - Player’s bonus winnings have been reduced.

6.9/10 Good reputation Submitted: 16 Sep 2020 | Case opened
Current status

Waiting for casino to reply

4d 4h 6m 16s

Case summary

7 days ago - 24 Sep 2020

The player from Germany had his winnings from a No Deposit bonus capped at $300.

Written by Zuzana R
Casino analyst
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Hello,

I would like to report on the Funclub Casino.


I made use of the JOIN300, the free chip, via your link and won a lot. I had the bonus conditions insured by the support. 20x wager, no max. Bet regulation, payment via bank transfer to Germany no problem.

I managed the wager, which was confirmed by the support, and started a withdrawal request by email. This was advised to me as the withdrawal options are extremely limited.

I also sent the ID card straight away.


Now the casino would like to have the passport or driver's license and a selfie with the document. I find it extremely unusual to ask for something in addition to ID and am worried that my data will simply be accessed. I know a selfie with a document in hand from live authorizations on the cell phone.


What is your opinion about this? I see. Incidentally, the casino charges a fee of $ 45 on withdrawals! The maximum payout, 1x chip value, would then leave $ 255.

Automatic translation
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Dear Mathias,

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

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Additionally, please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly. It seems that the casino has a strict verification process, but it's not unusual.

Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

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Hello,


As of today, I have not received any responses from the casino after submitting the required documents.

Automatic translation
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Thank you very much, Mathias, for your reply. I will now transfer your complaint to my colleague Zuzana 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.

Public

Thank you for all provided information.


I would like to ask the casino what’s their standpoint in this situation. Is the player account verified? 

Funclub Casino has 4d 4h 6m 16s to reply