Funclub Casino - Player’s winnings from No Deposit bonus were not granted.

Dear svetla5555,

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 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 Bulgaria 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, the maximum cash out from $300 Free Chip would be capped at $300.

"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."

Nevertheless, 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

Dear svetla5555,

We are extending the timer by 10 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.