Funclub Casino - Player’s experiencing difficulties to complete the KYC.

The problem is that back in 07/12/2020, I tried to withdraw my winnings and was told to submit documents , as I did 12 different times and continue asking where my money is and keep getting we will get back to you within 24 hours. All the proper documentations have been sent and yet I’m still WAiTING!!urs amazing the hoops one has to go through to receive winnings but nothing to make a deposit?! Weird , regardless SENDME MY MONEY !!!

Additional comments from Renee:

"I followed all the rules and regulations and terms and conditions sent them all the required documents (12) times, they had no problem taking their wager requirement out of my winnings in less then a week. But have failed to settle up the debt they owe me. We have to abide by all their terms and conditions , as they to, have to abide by their terms and conditions , I’ve already made a report to the gambling commisions office , they are comitting fraud with the consumers, and there are quite a few consumers waiting for their winnings as well. They are hoping I’m just gonna to give up but now it’s the principal of the matter and I’m not going away until this issue is resolved . They took their percentage now I demand mine!"

Dear Renee,

Thank you for submitting your complaint. I’m sorry to hear about your problem. Please, be aware that all casinos take KYC very seriously in order to send the winnings to the right player. Account verification is a complex process which requires few days to be completed. Every casino is unique and proceeds verification and withdrawal process differently. It can take a few business days to review you documents to fully verify your account and a few more days until your withdrawal is successfully processed. But I must admit that this is taking longer than it should, so I understand your frustration.

When exactly have you provided the last required document, please?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? I will be waiting for your reply.

Best regards,

Kristina

Hello I’ve last sent the required documents on august 5, 2020. I’ve sent all the verification documents required to receive my winnings, I also gave them all my bank info .so I send them to you at guru.com?

Thank you Renee, for your reply. Have you received any confirmation about successful KYC?

Hello Kristina, nope I haven’t received any response from kyc

We received this email from Renee:

"Hello I just received an email from kyc in regards to my withdraw, now their saying I never sent the credit card picture so I sent it again the front and back and I don’t have a BRCwallet so there is no address to give them but I gave them the name of my bank the address and the routing number and account number over a month ago so they have everything they need to send me my winnings and deposit it in my bank account "

Hello Renee,

I apologize for my late reply. Could you, please, let me know if there is anything new regarding this case? Has your account finally been verified?

Hello Kristina yes I got an email in regards to them receiving all the required documents and I’d be hearing from them soon, I’ll send you the screenshot, I still haven’t received my money

Thank you very much for your email. Since the last document was sent only a few days ago, I would recommend you to wait for a few more days, so the casino can complete the verification.

We will keep the complaint opened and in the meantime, lease let me know in case there is anything new. If there isn't any progress, we will intervene. Thank you for your patience with us, Renee.

Hello Renne,

Is there anything new? Please, let me know so we can move forward with this complaint accordingly.

Hello Kristina yes I got a reply asking for me to send them a copy of my BTC in which they already know I don’t have one , and they also made me send another copy of my I’d , front and back although thy already have 12 of those . And it’s been 3 weeks since I’ve heard back from them

Thank you very much Renee for your cooperation. I will now transfer your complaint to my colleague Zuzana 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.

Oh man Kristine does that mean that my case just gets filed and forgotten about? Because they should be criminally charged with stealing money from players. Scamming the internet and false advertisement. It’s been almost 4 months and I’ve followed all the rules and guidelines and they are not keeping their end of the agreement , something needs to be done ,!!!!

Hello Renee,

I am very sorry to hear about your issue.

I would like to ask the casino if this player has been already verified. In case you are still missing some documents, let us know so Renee can provide them asap. Thank you for your reply in advance.

Kristine already did all that for me it’s been taken care of and I screenshitted her the email they sent me in regards to getting all the documentation they requested , so they once again sent me an email asking for me to send them my BTC address and once again I told them I didn’t use BTC . How long is this suppose to take? Because they took their percentage of my winnings the same day I won it I’ve been waiting 4 months for mine. I contacted the cqcc.gov as well I’m so furious from all of this illegal Mumbai jumbo already!!

There so full of it. I have sent all the needed. Documents over 10 times I also sent them my banking information routing number account number and all documents required I also sent them to Kristen as proof that they received them. I told them I don’t have a bitcoin wallet that’s why I sent them my bank info. I also had permission from the casino. To also use my fiancé’s debit card, which I showed them proof as well. Although my winnings were accrued from my debit card ending in 5373. This has been going on since June 2020. Their stalling like they do with everybody who wins from them. I’ve been in contact with the gaming commision who have given me the right Avenue to Persue this case through the curaçao government I am to fill out a form at the public registry and to their government as well as to Great Britain, who will prevent them Fun Club Casino from accepting any players from Great Britain in the future . They are operating under the Master Licence #365/JAZ granted by the government of Curacoa. So their not being truthful with you either.

I am very sorry Renee, I do understand your frustration but could you provide the casino with an additional utility bill which they ask for? Hopefully, we can bring this case to a successful end together. 

No I’ve already done that and I told them that the utility bill is in my fiancé’s name and they have at least 4 copies of it, I will send you a copy of all the documents I’ve sent them ok?

Ok I sent the utility bill AGAIN so why does your email say ticket received? This is the last item you supposedly needed so send me my money already!!

May I ask the casino if there is any update? Did you receive the utility bill from the player?

Please the last thing they told me was they would get back to me

Well I’m still waiting for my payout , what’s the problem NOW?

Greetings Casino Guru Team,

We hope you are doing well.

We want to inform you that we have not yet received a utility bill with the player's name on it.

Also, since player used her fiance's card on her account, we would be deducting the amount of deposits made using that card from the eligible withdrawal amount.

Thanks and Regards,

Ryan

Complaint and Resolutions Team

Dear Renee,

allow me to ask you more questions, did casino allowed you to provide your fiance utility bill for KYC purposes? If yes, can you provide us with such conversation with the casino?

are you aware you did use your fiance card for deposit?

May we ask the casino if they would accept these documents for KYC? Thanks in advance for you reply.

They already have them at least 15 copies but sure whatever

Greetings Casino Guru Team,

We hope you are doing well.

We are ready to provide an exception on the Utility Bill and process the withdrawal using Bit Coin transfer.

However, since the player used her fiance's card on her account, we would be deducting the amount of deposits made using that card from the eligible withdrawal amount.

Thanks and Regards,

Ryan

Complaint and Resolutions Team

Why are they still saying I used my fiancé’s card? I have authorization for using it and sent it to them, and for the last time, the winnings I received are from my card ending in 5373 and if they insist on deducting my funds then they have to also forfeit their share that they already deducted from my winnings, it’s either that way or no deductions, they can’t have it all their way, if I get deducted they have to as well! That’s unfair gaming rules. Regardless I’m already filing a law suit against the casino, they wanna play hard ball, then bring it, I know my rights as well!

Dear Renee,

thank you for the update. May I ask you to send us your cashier history and the picture of the card ending in 5373? Is this card in your name? Were your winnings related to deposits from your card? Did you use your fiance's card in the past?

No you may not because they have my cashier history not me and why are we back stepping ? No I’ve sent my documents way more then was necessary and I’m done playing this game they already have my debit card ending in 5373 we’ve already discussed me using my fiancé’s debit a card and I’ve sent documents stating I have permission to use it and I’ve sent them pictures of his debit car ending in 9465 along with the document Power of Attorney with our signatures and the notary republics signature, enough is enough give me my money!!!!

Dear Renee,

I do understand your frustration and we are on your site in this case. We do not see any valid reason for any deductions if the winnings have been accumulated from a deposit made with your card 5373 even if you have deposited with your fiancé’s card in the past since you have a necessary paperwork proving that you are entitled to do so. Therefore we asked you to send us picture of the card with ending 5373. We have not received this evidence I am sorry. We need it in order to help you.

Thank you Renee.

I would like to turn to the casino. What seems to be a problem if Renee deposited with her own card? May we get her cashier history showing why you want to deduct any amount from her winnings?

Hello Casino Guru Team,

We have sent you the Player's deposit summary.

Please let us know if any further details required.

Thanks and regards,

Ryan

Complaint and Resolutions Team

I haven’t received anything from FunClub?

We checked the evidence from the casino. There were some deposits from the different cards but as Renee sent us legal documents she is responsible for the property of her fiancé we do not see it as an issue and there is no reason why there should be any deduction. The winning deposit was made by her card so in our opinion she is entitled to her winnings. 

We would like to ask funcasino to give us the update ragarding Renee's withdrawal. Thanks in advance.

Hello Casino Guru Team,

We have consulted our internal review team and decided to honor the withdrawal and will be initiate as soon as we get the complete Wire Information from the player.

We have requested the same from the player and we will initiate the transfer within 24 hours once the information is received.

Please let us know if any further details required.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

That is not what they said to me at all they said they needed a picture of my drivers license front and back and the address to my bitcoin wallet . Well I’ve already sent them my drivers license info and I’ve sent it to you as well and I’ve told them numerous times I DONT HAVE BITCOIN WALLET! I’ve also sent them copies of my bank account my routing number and debit card info ! IM SICK OF DEALING WiTH THIER INCOMPETENCE!! For 492.00 lousey dollars! I’ve reported them to the public registry of Corauca and their government is looking into it and might revolk their license since I’m not the only one making complaints against them

Hello Renee,

We have sent you an email requesting the complete information required for doing a Wire transfer to the registered email address.

We would request you to respond to the same. The previous one was sent on November 5th 2020 and we have sent one again today.

Please let us know if any further details required.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

No I’ve sent you the info for my bank already are you blind?? The routing number and my bank account number is all you need Moron ., geez!!

Hello Renee,

We would request you to be cooperative and calm.

Please be advised that information we requested for is required for International Bank transfers.

We would not be able to proceed with the transfer unless you provide us with the same.

We urge you to share the details at the earliest convenience.

Please let us know if any further details required.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

i already gave it to them two days ago you want me to send them again?

I am sorry Renee, I do understand your frustration but the best would be to provide your IBAN again to speed up the process. Thank you for your patience.

Dear Funclub Casino,

please let us know if there is more information you would need from the player.

Hello Casino Guru Team,

We have requested the player to fill out the below mentioned details and share it with us on an email. However, we have been receiving multiple screenshots and a photo of handwritten details which are incomplete and overlapping.

Hence, to avoid any confusion and errors we would once again request the player to share the details as per below format in an email, If the player is unaware of any of the below mentioned details then her bank would be able to assist her with the same.

Wiring information required:

• Bank Name:
• Bank Address:
• Account Holder’s Name:
• Account Holder’s Registered Address:
• Account number:
• Swift Code:
• ABA/Routing number:
• Account Type (Checking/Savings):
• Customer’s Registered Phone Number:

We urge the player to share the details at the earliest convenience.

Please let us know if any further details required.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

I’ve already sent this info to them and to you? What’s the problem now ?

I urged them to read the items I sent to them

I don’t know if this is what their referring to? NMLS#466072. But that’s all the info I have available to me except that my debit card number has changed. Instead of 5373 it’s 1557 please make a note of this

Hello Renee,

I am Viliam and I'll try to help you in solving your complaint.

I would like to ask the Casino if they already received all the necessary information from the player?

So now my case has been transferred to you? So how long exactly can these resolutions actually take?

Yes, the case is now transfered to me. There is not exact time period when should be the complaint resolved, every case is different but this case is opened too long and I hope we can tighten it to the successful end.

Me as well I can’t believe how long it’s taking and it’s only for 492.00

Greetings Casino Guru Team,

We have requested the player to fill out the below mentioned details and share it with us on an email. However, we have been receiving multiple screenshots and a photo of handwritten details which are incomplete and overlapping.

Hence, to avoid any confusion and errors we would once again request the player to share the details as per below format in an email, If the player is unaware of any of the below mentioned details then her bank would be able to assist her with the same.

Wiring information required:

Bank Name:

Bank Address:

Account Holder’s Name:

Account Holder’s Registered Address:

Account number:

Swift Code:

ABA/Routing number:

Account Type (Checking/Savings):

Customer’s Registered Phone Number:

We urge the player to share the details at the earliest convenience.

Please let us know if any further details required.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

You know what? I am sick and tired of all their lame excuses and lack of professionalism , I’m done , they can keep their lousey 492.00 and just call it a wrap. Please close my case I’m over it and am not going to send any more personal and confidential information , since ironically , my bank debit card has become compromised in the amount of 5.542.00 and they are the only ones who have had access to my personal info. So my bank is doing an investigation as we speak to whom may have compromised My bank information. So please close my case with funclub casino immediately!

Unfortunately, we are closing this complaint per player's request. 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.