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

sie sagen, dass es in Deutschland nicht möglich ist, abzuheben oder sogar zu bezahlen, ich verstehe nicht, warum sie dann die Parsis spielen lassen, die dann das Geld nicht einlösen können!

Dear Niveau90,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you’re experiencing difficulties withdrawing your winnings due to geolocation?

Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified?

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,

Petronela

Lieber Petronela

Danke fur deine Antwort, ja ich habe meine Account bevor verifiziert, Ich hoffe es löst sich erfolgreich.

Vielen Dank.

Liebe Grüße

Could you please advise if you have accumulated your winnings with or without an active bonus?

Ho giocato solo con il bonus iniziale di benvenuto e ho riscattato il bonus ma mi hanno detto che non posso prelevare i soldi, solo se si risiede in Inghilterra o negli stati uniti si può prelevare, lo trovi più che assurdo!!!!!!

Thank you, Niveau90, for your reply.

I have checked bonus terms and conditions, and this is what I found https://www.funclubcasino.com/rules/?set_lang=en_GB:

"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 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. 

Dear Niveau90,

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 rejecting 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.