Funclub Casino - Player’s struggling to receive winnings from No Deposit bonus.

I played with welcome bonus of 300$. I met the bonus requirements and made a withdrawal request for 600$ (I do not expect to withdraw entire amount because the withdrawal limit is 1x bonus as I understand). I reviewed terms and conditions and Croatia is not among countries and regions listed as restricted for free chips and bonuses. My transaction ID is 5584 and username is chequer. I tried to contact support service three times through e-mail in order to find out what documents I need to provide for transaction processing and didnt get any response. My withdrawal request is pending now for 12 days and I have been completely ignored by their support service getting no answer at all on my e-mails. I am writing this complaint because I found out for this casino through your page and I think such high rating of this casino is unwarranted considering such behavior. I emphasize that I didnt get any kind of response from them at all.

Dear Danijel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found:

"If they never have deposited Players from particular nations may not cash-out of free processor offers. These players may partake of said processors that are free for entertainment purposes only. Please contact Customer Support to find out the list of excluded countries to see whether your state is included."

Clearly, I have checked with the live chat agent and Croatia is on the list of these particular nations. According to a live chat, no deposit bonuses are offered to all the players, even if their nation is listed between "restricted" ones, thus they can test the games. Please, could you confirm for me that you have never placed a deposit in this casino and redeemed a no deposit bonus? I would like to emphasize that in case the restricted countries are not mentioned in terms and conditions or hidden somewhere, the casino should pay the player. Thank you very much in advance for your reply. 

Best regards,

Petronela

I have never deposited in this casino and I have never redeemed a no deposit bonus or any kind of bonus in this casino prior to this one. I will emphasize again that I have reviewed their list of restricted countries and regions in terms and conditions and Croatia was not listed in any of these. I even took a screenshot of their terms and conditions page with a list of restricted countries and regions but I believe that you reviewed it yourself already. Thank you for your response.

Thank you very much Danijel 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.

We would like to ask Funclub Casino to comment on this case. 

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’.

Hi Kristina,

I am sorry for the delay. Unfortunately, the emails notifications from casino guru were going into spam folder and hence we haven't been able to reply on time.

We have tried fixing it now. Hopefully we should not have this problem moving forward.

Due to this pandemic we have been running short of staff and there has been a delay.

Please provide me 24 hours time form now, let me investigate and come back to you with clear information. I will reply to this thread by 31st March 2020.

Kind regards

Vincy

Hello Vincy,

Thank you for your reply, I understand the situation and I hope you are all alright! We will await your response.

Hi,

I just found message in my e-mail inbox from funclub casino:

Your withdrawal cancelation request 555USD with transaction ID 5584 has been successfully processed.

You can now go back to our casino, and enjoy our selection of exciting games to continue winning real money.

The message was dated on March 27th but I havent seen it before because it went to spam folder.

I havent logged in to my funclub casino account since I started this complaint. So I havent made any cancelation request and the requested withdrawal amount was 600USD and I dont know how did it become 555USD because my withdrawal request was made on 600USD and it hasnt been canceled ever by me.

I strongly believe that there is very slim to none chance I will ever get this money withdrawn considering this casino staff behaviour but this kind of shady practice really doesnt merit such high grade that this casino have. I, for one, tend to rely on your grades and analysis when choosing site to play on. I never experinced something like this. I havent even logged in to my funclub casino account and I certainly didnt make withdrawal cancelation request pending this complaint.

Dear Kristina & Danijel,

Hope you all are doing well and staying safe too amidst the global pandemic.

First of all my apologies in the delayed response. Last couple of weeks has been extremely chaotic for all of us and we have been understaffed too. 

I have gone through Danijel's case and I see that we have not received any KYCs yet from him. We have received one email in the first week of March.

In order for me to proceed further we would first require Danijel to send us the latest copy of his KYC's in the next 3 business days, which includes the following:

• State issued/Govt Photo ID 
•  A recent copy of the utility bill.

Please email it through to us at kyc@funclubsupport.com

Once we receive the above requested KYC I will come back to you with a further information. This step is very important for us to ensure the identity and privacy of our player.

Also, as this is being reviewed by the resolutions team now, I would request Danijel to contact us here in order to avoid any further chaos and misunderstanding rather than contacting Customer support as the complaints handling is managed at a different level.

Hope this helps.

Kind Regards

Vincy

Hello,

Vincy, thank you for the explanation and I hope you are doing well too! 

Danijel, please note, that without identity check you won't be able to withdraw and all your future requests will be canceled. I would recommend you to send all the required documents as soon as possible. The verification process may take a few days, but this is nothing unusual. 

I would really appreciate if you keep me updated.

Dear Kristina,

I sent the requested documents on above mentioned e-mail address. I am familiar with identity verification process and I am aware it may take some time to be completed. The reason for my strong language was the fact that my e-mails to funclub casino support service were completely ignored although, in one of them, I inquired about documents that might be needed for identity verification process but received no answer. I apologize if my reply sounded offensive or impatient but reason for my frustration was not time frame but the fact I felt my request was unjustly disputed and being left completely ignored henceforth. Thank you again for your help and I hope for satisfactory resolution, when ever it may happen. I will keep you updated.

Kind regards

Danijel

Dear Kristina,

I have already replied and I see the counter is waiting for my reply?

Hi Kristina & Danijel,

Let me confirm that we have received an email which has an attached photo ID and a letter of credit from a bank attached. Please be advised that  letters from banks or bank statements are not considered as UTILITY BILLS. Utility bills  are generally Electricity, Water or Gas bills which are accepted as utility bills worldwide and we would require the same/or one of the bills for utility. please be advised this has to be a recent copy of the bill too. A request for utility bill was made in my  previous email thread too.

Also please ensure they are attached via scanning as it makes it hard for verification otherwise.

Hope to hear from you soon.

Regards

Vincy

Hello Danijel, Vincy,

Thank you for letting me know in your last message. 

Danijel, would you be so kind and send also some type of utility bill, please? It seems that without it your account can't be fully verified.

Hello,

I would like to know how is this situation going, please. Danijel, did you send the required document, please?

Dear Kristina,

I did send the recent bill. I can send a copy to you if you like. As I previously said, I doubt I will ever be able to receive any money from this casino. I consider this situation not so bad because I didnt deposit my own money. I have gone through process of verification at least 5-6 times and not one time casino declined bank statements or credit card bills as invalid for verification. This time I sent other bill but I doubt they will find it satisfying. Just wait and see. But anyway, thanks for your effort.

Btw. I just tried to login to my account on funclubcasino and I cant do that anymore. There is another surprise.

Hi Kristina,

We received an email from Danijel on 17th April. 

As correctly assumed by Danijel, this document doesn't serve the requirement criteria that has been listed out, for the following reasons.

1.  The player has sent us an insurance copy from July 2019, which is not valid/considered
2. We require a RECENT copy of the UTILITY BILL as an address proof which has been listed in the thread earlier and also on our website.

I would like to remind, that we payout our players on a regular basis but it is MANDATORY that we receive the KYC's as requested in order to complete the verification process and to payout. Looks like we are revolving on the same point which cannot be undermined as KYC requirement is a MUST.

Thanks for your help Kristina.

Stay safe all 

Regards

Vincy

I would like to emphasize that Mr.Vincy is stating false facts. The bill I sent is created on 05 April 2020. and is due on 20th April 2020 which can be clearly seen on the bill I sent. It is not true that it is a copy from July 2019. In addition, there is no explanation why did they disable login to my account. I did my research as to this casino reputation on other websites and from what I read I see this is a complete waste of time. They will simply find any explanation to withhold the payment. In my dictionary that is defined as thievery. I doubt they pay anything to anyone and I consider myself lucky that I didnt deposit any of my own money to this crooks.

I would like to thank to casinoguru team for their effort but I do not intend to waste any more of my time on this.

Regards

Danijel

Hello Danijel,

You mentioned in your previous message, you don't want to continue resolving this case. Should I close the complaint? Please let me know so we can move further with this complaint accordingly.

If reputation of this casino was any good on numerous other sites, I would go an extra mile with this complaint. But since, your site is the only one that is giving them such high reputation grade, there is no point in continuing this.

I said all there is to say about this casino. Close the complaint.  

Thank you again for your time.

Hi Danijel,

I am sorry we couldn't help, but thank you for contacting Casino Guru. I am closing this complaint and I hope you won't come across a similar problem again.