Funclub Casino - Player’s struggling to receive his winnings.

I haven’t been able to get money for one month, they always deceive giving false information one Agent says that I will receive an update by mail soon and the other says that I have problems with the documents I did not send all the documents there is some kind of mess going on no one is talking about anything knows how not to play here looking better than another Casino

Dear Khachik,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask them to shed some light on this matter, but, before we do that, could you please confirm, that you have passed the KYC (verification) process successfully? If you received any confirmation email from the casino, please forward it to petronela.k@casino.guru (together with any other relevant communication). None of the licensed casinos takes verification lightly. I hope I will be able to help you resolve this issue as soon as possible. Thank you very much for your reply.

Best regards,

Petronela

I sent all the documents that they demanded including a bank statement utility bill also sent They first said that they needed a phone gas electricity water I sent a phone Internet and TV And now they confirm that only gas Electricity and water are accepted they have rules changing every second I don’t understand  why did you give such a big rating to this casino?

Thank you very much Khachik for providing all the necessary information. I will transfer now your complaint to my colleague Kristína 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.

I would like to ask Funclub Casino to comment on this case. We would like to know what should Khachik do in order to withdraw his winnings, please.

We would like to ask the 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’.

Dear Kristina & Khachik,

Thank you for your enquiry.

Few things I would like to address here is, we take utmost care of our players and also would like to politely deny the points raised by Khachik here. Right from the start of the withdrawal request that was raised we have asked Khachik to provide us with the KYCs, which should include a photo ID and an utility bill for address proof. We do not consider Bank statements as a part of utility Bill and this has been informed to Khachik himself.

Earlier Khachik mentioned he had no utility bill and then upon telling him that it is a mandatory KYC requirement he sent us a receipt of a payment towards Gas bill for June 2019(which is outdated too). Now there are 2 issues with this. This was not a Gas Bill but a receipt on  Telcell which was for a payment in June 2019. The second issue with this is the authenticity of the receipt too, as the receipt was time stamped as 30/02/2020 (February does not have 30 days). I can email you the document if you need it to verify.

We have no issues processing payout for our players and we do that on a regular basis and we would have no issues paying any of our players provided the requirements are met. Also, we try to prioritize our players ahead of anything and that is why we have a pool of happy players too. 

However, in this case as the KYCs have not been submitted according to the requirement, hence we will not be able to do much on this.

Let us know if there is anything else, you require from us.

Kind Regards

Vincy

Hello!

Thank you Vincy for your kind and detailed explanation of the situation, it is really appreciated.

Khachik, please note, that in order to successfully withdraw, you need to pass the KYC and your account has to be fully verified. Would you be so kind and send all the required documents - not outdated and in a sufficient quality - to the Funclub Casino? I believe that this could solve your problem with the pending withdrawal.

Thank you very much Christina and FunClub Casino, it has now become clear to me What actions need to be done to get a withdrawal of money since we have connections with quarantine curfew in Armenia I can’t leave the house and I can’t do anything online, I need time to send utility Bill March of the month, soon I will send everything as you indicated and you can then close this complaint. As soon as I receive a withdrawal I will send documents

Hello Khachik,

I hope you are well and just fyi, you need to send the documents first and then you will be able to receive your withdrawal.

I will keep this thread open for a few more days and please, keep me updated. I would like to know when you send the documents and receive your withdrawal, so we can close this complaint accordingly.

Hello dear Christina, I was finally able to send today the documents that I required to pass an identity check

Hello Khachik,

Thank you for letting me know! Please inform me as well, when your account is verified and you are able to successfully withdraw.

dear Christina. It does not depend on me already. I sent what is required ...

Dear Khachik, 

The casino representative can freely comment on the situation here as well, but we need your confirmation, whether the issue was resolved or not in order to continue resolving the complaint accordingly. 

Thank you for understanding.

Yesterday they said that the team involved in the transfer of money is not available, but today I wanted to find out, but today is also not available tomorrow. Come back 

I think it will be better If Funclub casino will answer your questions

Hello Khachik!

So apparently there has been some problem with replying to the complaint, so the casino sent us an email with a response for you:

"Dear Khachik,

We seem to be getting close to a resolution but we need a copy of the utility bill. What has been emailed to us is an attachment of a RECEIPT of a bill payment that was made from Telcell wallet that but its not a bill in itself.

We will consider a scanned copy of the bill or a soft copy.
Looking forward to closing this issue at the earliest once the copy of the bill has been emailed to us.

Regards
Vincy"

Would you be so kind and send the required document? I hope this will be the last step in solving your issue!

Pay attention to how the payment occurs. Here is the instruction from the national postal company.

Dear Khachik,

Hope you are well. 

This email is basically to end the long battle of payout we have been having for a long time now. 

Please be advised that as per our casino requirement it is MANDATORY to have the proper KYC documents which has to include a COPY OF THE UTILITY BILL, which has not been received by us still. 

However, based on the circumstantial evidence we agree to pay you a withdrawal on the deposit of $29 you have made and that would be $290. Please be advised that it will be a one time cash out and a one time consideration ONLY. In the future we will not consider your cash out if you fail to meet the KYC requirements and do not provide us with a proper copy of the UTILITY BILL. We do not consider the receipt as a bill unfortunately.

The cash out of $290 will be processed and sent to you bitcoin wallet address cash out will be sent to you in the next 2 weeks once you confirm you bitcoin wallet address. 

Thanks 

Mike

Hello everyone,

Thank you Funclub Casino for your reply and for the compromise you kindly offered. I would like to ask Khachik to let me know if this transaction was successfull.

Hello,

We received this email from Khachik:

"Thank you very much Christina and Funclub. First of all, and secondly, I confirm the bitcoin address that I sent. And I also want to say that in the future I will try to go through KYC. Considering all the points in the Rules of your casino "

We are closing this complaint as 'resolved' now. I would like to thank both parties for their cooperation in resolving this case.

Khachik, please do not forget to provide all the necessery documents in order to continue playing at this casino.

We’ve reopened this complaint as per the player’s request. The player informed us, that he hasn't received his money.We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

This is a message from Khachik:

"Hello dear Christina, I would like to inform you that I received the money transfer. You can already close the complaint. Thank you very much for your personal contribution to this process. Good luck to you "

I am closing the complaint as resolved now.