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

Ich habe ihn dem Casino gespielt und alle Kriterien erfüllt. Warte seit 3 Wochen auf eine Auszahlung. Habe die Kopie der Bankkarte und Kopie meines Ausweises nach Aufforderung per Mail gesendet. Laut eines Mitarbeiters im Live Chat habe ich keinen Anspruch auf Auszahlung da Deutschland sich in einem fragwürdigen Gebiet befindet. Wenn dem so ist dann dürfen Spieler aus Deutschland nicht teilnehmen, sind aber dennoch erwünscht. Das ist Abzocke und mehr nicht

Dear Daniel,

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 Germany 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. 

However, 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. Please, could you confirm that you have never placed a deposit in this casino, and you have redeemed a no deposit bonus? We will contact the casino right after your confirmation. Thank you very much in advance for your reply. 

Best regards,

Petronela

Hallo, ich kann bestätigen noch nie einen Betrag dort eingezahlt zu haben. Weiterhin hatte ich keine weiteren Boni in Anspruch genommen bzw Auszahlen lassen.

The only bonus that you have redeemed was $300 Free chip. Is that correct?

Ja das ist korrekt

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

Ich danke Ihnen für die bisher reibungslose Konservation. Ihr Service verdient ein Lob

Hi Daniel,

I looked at your case and as mentioned above, we are convinced that if a casino grants you a bonus, it should also pay you the winnings. I will contact the casino and see what can be done.

Hi Peter & Daniel,

Hope you are all well and staying safe.

Please be advised that Daniel contacted us via chat on 25th April 2020 and we had advised him that he was not eligible for the withdrawal as he had not completed wagering and he had also availed back to back free chips.

The wagering requirement is 20X. The total wagering completed by Daniel so far is around $745, which is way less than the requirement.

Daniel also availed 2 back to back free chips. One freechip of $300 was availed on the 17th April and a freechip of $50 was availed on the 18th April. These information can be accessed and viewed along with the dates on his profile incase there is any confusion still.

On the basis of the above listed reasons, this disqualifies a player from any withdrawal requests.

Hope the explanation has helped.

Regards

Vincy

Hi Vincy,

Thank you for the reply. Does this mean Daniel will be eligible to withdraw his winnings once the wagering requirement is finished?

Hi Daniel,

Have you managed to finish the wagering requirement and withdraw your winnings?

Dear Daniel,

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

Ich verzichte auf die Gewinne, das genannte Casino zockt ohne Ausnahme jeden Spieler ab. Ganz ehrlich....es ist der grösste Dreckshaufen

Hi Daniel,

I understand your frustration. However, it is very common for casinos to limit the winnings from bonuses and implement other restrictions and conditions like wagering requirement. The casino can form their own T&Cs and set their own rules for the game play, especially when it comes to bonuses. I recommend you to always read the bonus T&Cs properly before you start playing with a bonus and double check with the casino support if you satisfied all the requirements before you make a withdrawal. I wish I could be of more help.

Best regards,

Peter