Funclub Casino - Player’s struggling to complete account verification.

signed up to get the $100 welcome bonus and met there rediculous play through requirements sent all documents to verify my identity and residence the same documents i used to verify myself at other reputible online casinos yabby, brango, and extreme. and they keep telling me i need to send the documents even though i sent them to the email they say to in there terms and conditions and there 24/7 phone line is a lie because ive called it at damn near every time of the day and night and nobody ever has answered and to top it all off they tell you that you must make a 30 dollar deposit in order to withdrawl your winnings from welcome bonus and then take because you havnt withdrew your welcome bonus so if anyone can figure out how thats supposed to work plz let me no because they sure as hell wont also theres no option to withdrawl with bitcoin they tell you to select the option available witch is only bank wire with a 45 dollar fee and supposably after ur documents are verified someone will contact u to confirm your withdrawl and you are supposed to tell them then that u dont want bank wire you want to use bitcoin what kind of crazy ass shit is that at this point i dont even care about the 100 i won from welcome bonus i just want my freaking $30 back that i still have yet to ever be credited to my account not that i would wanna play at there casino with it because whats the point you will nevr get anything back frome them no matter how much u win you might as well light ur dollar bills on fire u would get more enjoyment outta that then these bastards stealing it from you.....

Dear gogod1891,

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

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

Also, do I understand correctly that you made a deposit, but it has not been credited to your casino account?

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,

Kristina

I submitted photo Id me holding photo ID front and back bank statement and check stubs from my employer for address verification because I don’t have any utilities in my name or receive any physical bills that come in the mail I do everything paperless but the documents I provided were sufficient enough for 4 of the top online casinos available right now so I don’t see why they wouldn’t be sufficient at your establishment and i first sent them October 31st and then again on November 7th or 8th so it’s been over a full week that should be more then enough time to review and verify I am who I say I am the other casinos I play at regularly all did it less than 72 hours once they did if u deposit by bitcoin you can withdraw through bitcoin it’s a straight forward process and sent to your bitcoin wallet within an hour of requesting the withdrawal pretty standard practice these days where is your establishment makes it I don’t know what you do why would you make someone choose a withdraw method that they do not want to use and then later cancel that and change it then why would you even do that it seems a little shady and sneaky. It makes no sense whatsoever, but you’re straight from your customer service people at least three of them straight from them so that’s what you have to do ridiculous not to mention the 45 dollar fee that is assessed for which I don’t even want to use that method of withdrawal to begin with but you forced me to do then to top it all off you say after all this time that I have to wait to be verified it’s gonna be another freaking like 10 to 15 days to send it where does that make any sense if it’s being sent to bitcoin it takes less than an hour at other not just one not too many reputable establishments but for some reason it takes you 10 to 15 frigging days it’s crazy. Seems like a lot of smoke and mirrors bunch of running around oh do this do that oh you didn’t do this you didn’t do that just to keep people from ever getting any freaking money that they legitimately won .

Thank you for your reply, gogod1891. First, I would like to emphasize that you are talking to a Casino.guru employee and not the Funclub Casino. We cannot influence how many days the casino takes to verify your account.

Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

i have sent the documents numerous times to all email addresses they list and still have yet to receive anything from them except for more deposit bonuses offer’s which seems kinda stupid considering I have to receive my withdrawal or even have my first deposit applied so once again sure seems like just another tactic to put off paying out

Hello Jarrett

Welcome to Funclub,

I would like to personally express my gratitude to you for playing at Funclub! Here is a 250% Deposit Match and 20 USD Complimentary Chip for you to say thank you for being a loyal member, REDEEM: FCFUN250 And BOX20 and enjoy this gift from us valid until Thursday MIDNIGHT.

these are the only emails ive ever gotten from this place and i get 2-4 a day AND THEY CONTRADICT THE WHOLE PROCESS AND THERE TERMS CONSIDERING IM STILL SWTUCK TRYING TO CASH OUT THE INITIAL BONUS FOR SIGNING ITS LIKE THERE TRYING TO GETME TO VIOLATE THE TERMS OF THE FIRST ONE COMPLETE IGNORANT SCAMMER BULL.

i sent all the emails i have sent them to u kristina

Thank you very much gogod1891 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) 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 gogod1891,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Funclub Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

And they keep saying that like it's my fault it ongoing because they won't verify it I did everything I can do and I keep getting same stupid response

We would like to ask the 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 may negatively affect its rating.

thank you for all ur help and willingness to help resolve this issue unfortunatly ur efforts as well as mine have gone un-noticed or just flat out ignored by the casino. I cant think of any plausable reason for documents not being verified 2months after initially sending them in. Im only 1 person so like i said to begin with thank you very much casinoguru for all ur efforts but im really thinking even with everything ive done and everything you have done and actually everything each and every person that they have done this to has tried to do to get them to honor there commitments just isnt enough to get there attention enough for them to change there practices or honor there own terms and conditions because i have yet to even recieve an email from them (except for ones trying to get me to deposit more money when i still have yet to get the last 30 i deposited little lone the 100 i won)

Dear Tomas and Jerrett,

We apologize for the delay but please let us look into this matter respond on it at the earliest. We appreciate your time and patience.

Regards

Support Team

Funclub Casino

fun club casino are you for real thats your response.... Just more bulls**t you have over 2 months to look into it and its not like my account accidently got overlooked because i have contacted you through every avenue you offer to be able to on numerous occasions not to mention the times casino guru has contacted you on my behalf and its really ignorant and disrespectful to continually put off upholding your commitments and expect me to just be ok with and except the fact that your blaitently no just false advertising and not honoring your commitments but actually stealing from me I fullfilled all my obligations of your terms and conditions met a stupid high play through sent in plenty of current and valid documents to verify my identity and residence on numerous occations and to multiple departments and you made me make a 30 dollar deposit to be able to withdrawl my winnings from a god damn no deposit welcome bonus which makes no sense to me because how you gonna offer a no deposit bonus that you have to deposit to collect but i did anyways and then you say i cant use or have access to that until my withdrawl request is approved which you refuse to uphold and complete so as it stands that is pretty much the equivalent of just stealing my money. AS FAR AS IM CONSIRNED YOU SHOULD BE FINED AND SHUT DOWN FOR DECEPTIVE PRACTICES AND FRAUD.....

Dear Jarrett,

We understand that you upset with the way your case is handled and trust me when I say this is not the way how we treat our players. I understand that the damage is done and you have spent a lot of your time waiting on it and we really appreciate your patience but we assure you that we are investigating on what really went wrong in your case and we will ensure that this doesn't happen again as the neccessary steps has been taken already.

As long as your withdrawal request is concerned, we checked with our banking team and found there we have not received any email from your side that has the requested documents. We would request you to please send the following documents on: kyc@funclubsupport.com using your registered email address only (the email that you are registered with us).

The list of documents are:

(1) A clear, legible & unedited picture of the front and back your valid identity card, either of driver's license OR

passport.

(2) A clear, legible & unedited selfie holding the front of the identity card.

(3) A clear, legible & unedited picture of an utility bill not more than 3-months old, either of water bill, landline bill, internet bill, electricity bill, gas bill. The picture should clearly mention your full name, complete address and date of the bill.

Please ping us here on the forum as soon as you send the documents and we will make sure that we will expedite the process and help you get your winnings if you qualify.

Regards

Support Team

Funclub Casino

Done again

Dear Funclub Casino,

Could you please confirm if you have received the requested documents and that the verification is now in the process?

Thank you both for your cooperation.

Kind regards,

Tomas

Dear Jarrett & Tomas,

Hope you guy's doing well!

We have checked and found that banking has completed the verification and they have sent an email to Jarrett asking for his Bitcoin information so they can tranfer the funds. Please share all the required details on the officemanager email that is mentioned in the email sent by banking team.

Once again we appreciate your patience and your business with Funclub. Thank you for all the support.

Happy Holidays!

Support Team

Funclub Casino

Im sorry i keep complaining on here but dammit i am beyond pissed and irritated this poor excuse for a casino has got me at a level of amazement like for real i dont how how they got the rating you all gave um because if people new the time agrivation and frustration and runaround crap ive had to deal with over the last 2 months just to receive this....

Dear Jarrett,

Greetings!

Thank you for sharing your documents and completing the KYC process!

Now, let’s proceed further and you choose a convenient mode to receive your winnings from Bitcoins.

Important Information about Bitcoins Payments

In case you want to paid in your BitCoin (BTC) wallet, please send an email to our Manager with the following details at officemanager@totalgaming.biz:-

1. BitCoin (BTC) wallet address, only in a text (i.e. typed) format;

2. Username;

3. Email;

4. Brand;

5. Phone number.

Minimum payout in BitCoin (BTC) wallet can be $100, with no maximum limit. However, please note that a maximum of $2000 can be sent to you every week.

As we use a third-party processor for payouts, so there the following fees will be applicable on BitCoin(BTC) payout(s):-

(1) $100 to $2000 :- $30;

(2) $2000 onwards :- $40.

** The above-mentioned fee will be deducted from the final sanctioned amount.

PLEASE NOTE THAT IT MIGHT TAKE ABOUT 7-10 BUSINESS DAYS TO COMPLETE FINAL VERIFICATION AND GET YOUR WINNINGS IN YOUR WALLET. THE FINAL VERIFICATION PROCESS WILL START AFTER OUR MANAGER RECEIVES YOUR EMAIL WITH THE ABOVE-MENTIONED INFORMATION.

I mean how you gonna charge 30 to send my transaction with bitcoin when i sent my deposit to them with only a 2 dollar fee for them to receive it within 10 minutes there gonna charge me freaking 30 and take 7-10 more days no wait remember buisness days so more like 14 more days like WTF bitcoin transactions are done any day and time dont matter if its weekend or holiday I gotta say this again HOW ARE THESE PPL STILL GETTTING CUSTIMERS WITH PRACTICES LIKE THIS...........

Hello gogod1891,

I understand this might not be a satisfactory solution to your issue. However, could you please tell us if you decided to proceed to payout?

Kind regards,

Tomas

yeah i sent sent my bitcoin address and all the other info they said to include and emailed it to the email address they said to send it to as soon as i seen that they had emailed me but that was a couple days ago and havnt received anything back from them as of yet

Hello gogod1891,

I hope you are doing well. Could you please update us on the current situation? Have you received the payment?

Thank you.

Kind regards,

Tomas

Yeah they finally sent a payment of $69 I guess at least they did that and I hate to be that guy that complains or harp on every little thing but I’m not happy with the overall result here mainly cuz of the time and frustration it has cost me but also because when I cashed out I was sitting at $260 but there was a $100 max cashout and I new that going in no big deal but they made me make a deposit of $30 which I did I was aware of that too. It was in the rules but then they held by 30 until my withdrawal was approved or so they said well once it was approved I try to get my $30 credited to my account like they said they would and the representative told me no you already use that when I did not make one spin in the casino from the first day, I put in for that withdrawal, he die even had them check again and he said they swear I used it not one spin did I spin in that casino from the time I put that withdraw him and then charge me $30 for a bitcoin withdrawal so overall I would not recommend this for anybody I can look on the bright side. Hey at least they sent something but it’s kind of a two little too late for me. Thanks casino guru for all your help. I do appreciate it

Dear gogod1891,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas