Funclub Casino - Player’s struggling to withdraw bonus winnings.

See I won over it was $26,000 from $300 bonusep. But I try to cash out and they told me I needed to play out $8, 000 on tables and 3000 on slots play out and then I can cash out well I played over 12,000 or just on both like I played so much money on it and I tried to pull 300 they never like they told me I could pull 300 today try to pull 300 nothing still at 8,000 something in the bank or 7, 000. I've tried to pull money out of their left and right they deny it and I have bank accounts able to withdraw it they told me I could put $300 a day after I played out that money amount of money and then I messaged somebody about 3 weeks ago and he said I asked him if I was over my limit of play out if I could cash out he said yep you can cash out now so I've been trying to cash out and steal nothing all I know is I got $8,000 in that bank account and I'm want it and if I get a report these people we can report these people because that is bull crap like someone wins that much money you should at least give they could give me something.

Dear 1cooperfamily8669,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.funclubcasino.com/rules/?set_lang=en_GB:

"The Casino will occasionally offer Promotional Coupons as Free Chips. The maximum withdrawal amount for any free chip given is 1x the value of the free chip. For example if you are given a $ 100 free chip and request a withdrawal amount of $500, you will only be approved for $100."

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.

Could you please confirm that you have accumulated your winnings from the following free chip bonus? Have you received any payment?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

So my bonus money was $300 so why can't I get $300 I've been trying to get it for weeks if you look on my account right now it's waiting to be put in my PayPal account and still has not been put and second of all I have not got nothing from you at all reading that kind of is unfair you'll ask me to play in amount of money which is $6,000 on slots and $8,000 on table I have exceeded that by 10 times full I was up to $26,000 and now I have not even received anything in the first time I try to withdraw was $300 and then I tried to drive it do a little more see if y'all would do it y'all still have not gave me the $300 the third time I put it in y'all keep denying it and I don't understand why I won that money and I played in just like your ass but if that's a minimum I can get is a $300 that I want the $300 at least I get something that's a lot of money though to be just losing out on

Thank you very much, 1cooperfamily8669, for your reply. I will now transfer your complaint to my colleague Viliam 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.

Hello 1cooperfamily8669,

I looked at your complaint and will do my best to help you. I would like to invite Funclub Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

So why hasn't my withdrawal went thru it's been over two weeks I tried to cancel it but it won't cancel. So I could retry but all I want to know is why I can't have my money I mean I'm at 6,000 and I've played out Al t of money

Y'all asked me to play out 6000 and I played in way more than that

Hello Casino Guru Team,

We have reviewed the account for the user 1cooperfamily1986.

Player has requested to withdraw for $300, however, player can request to withdraw $100 as per Casino's Terms and conditions. Please refer to the webiste for the below mentioned term https://www.funclubcasino.com/rules/?set_lang=en_GB

"Welcome courtesy bonuses have a maximum withdrawal amount of $100.00 for all NEW players."

Also, we would request the player to send in the documents for KYC verification as we have not received any:

• Proof of Identity – Government issued ID card only. (No office IDs/ Visiting cards, etc.)
• Driver’s License (Front/Back) {The one shared with us earlier has been expired}
• Passport

• Selfie with the above Identity Card

• Proof of Residence – Any one of the last 3 months Utility Bills Only (No Bank statements/ Blood Donor cards/ Doctor bills/ Vet Bills, etc.) 
• Gas/ Electricity/ Water/ Sewage/ Waste Management Bills issued by State/ City councils. 
• Rent agreements (only in case all utilities are included in the rent) 
• Internet/ DTH/ Broadband / Landline Phone Bill

• Bitcoin Wallet Address

Note:

1. The files must have good quality in order to be reviewed and validated, blurry pictures or links from Cloud Storages are not supported.
2. Only images or photos are accepted, scanned copies will not be accepted.

The email address to send in the documents is kyc@funclubsupport.com

Please let us know if any further details required.

Thanks and Regards,

Ryan

Complaints and Resolutions Team

Dear 1cooperfamily8669,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comments from player:

"So what are expecting for me to get my money out of that casino that's all I want to know $8,000 is a lot of money all I got to say is I played out which y'all told me to play out I played $6,000 which I actually played $12,000 and then I played at $8,000 and that means I actually played 16,000 I had over 23,000 and then I get playing in the money you all told me to play out my moneylso you remind me how much money you think you are entitled to give me on my money that I played out so you got to play out on your bonuses or you just trying to tell me I have to play out then you only can give me a certain amount b******* see other you have a play out bonus or you have a certain amount of money you can give back on that bonus which means three times amount a month pp"

Dear 1cooperfamily8669,

I am sorry but I really don't understand your last comment.

Casino asked you to send them documents for verification, did you manage to send them everything that was required? In order to proceed with your complaint, you need to follow Casino's instructions.

Dear 1cooperfamily8669,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

What requirements?

Please, answer my comment from the 24th of February.

Dear 1cooperfamily8669,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.