Funclub Casino - Player's winnings have been canceled.

Says accepting players from New Zealand after winning tried to withdrawal got told New Zealand not on their list can’t withdraw BIG SCAM

Dear alikhancan187,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that you selected New Zealand as your country during the registration and that you have always played from this country?

Have you ever used a VPN to access the website or alter your current location?

Do you currently have access to your casino account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Yes I selected New Zealand and only played from this country and no I haven’t checked if I still got access

Thank you for your reply, alikhancan187. So please go check and let me know if you are able to log into your account and if your funds are still there.

Do I understand correctly that NZ$7,000 (dispute value) is being held in your casino account? Have you accumulated your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes it's still held in account without bonus winngs and sorrry I don't have communication with casino as it was live chat

Thank you very much, alikhancan187, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi alikhancan187,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Funclub Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's winnings have been blocked? There is nothing on your website that should indicate New Zealand to be a restricted country.

Thank you.

Best regards,

Tomas

Thank you for help

We would like to ask the 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’ which may negatively affect its rating.

I guess won't be getting any reply from them

Hi Azneil and Tomas.

I'm sorry to know you're facing issues with your withdrawal. Unfortunately, New Zealand is part of the restricted countries, I have checked with our CS team and the player is asking for a withdrawal of $2000 without having deposited any amount and after playing only the welcome free chip of $100, according to our rules "The maximum withdrawal amount for any free chip given is $100. For example, if you are given a $100 free chip and request a withdrawal amount of $500, you will only be approved for $100." So his request has to be denied, this, including the fact that he played from a restricted country makes it not possible to approve the withdrawal.

Regards.

Dear alikhancan187,

Upon an internal discussion with the casino's representatives, they are not willing to reconsider their position regarding this case. We don't agree with the decision to confiscate your winnings. We believe that when the players are allowed to register and take bonuses, they shouldn't be punished this way afterwards. If the casino has any country restrictions, it should be enforced by the system, which means the players won't be able to register and play.

Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I'm afraid there is nothing more that we can achieve here, and this complaint will now be closed as 'unresolved'.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas