Funclub Casino - Player’s winnings have been reduced.

Was given$100 by casino. I had deposited $1100 into fun club casino. Never withdrawing a dime. I was unhappy so I called their customer support and told them I wanted to shut the account down unless there was something that they can help me out with. They gave me $100 that was put into my account under there real money tier. I specifically had made it clear that I did not want to play with bonus money or pretend money or any special kind of requirements. The customer service person assured me that I was using real money to play with. I was able to raise that $100 up to 1100. And then made a Withdraw request for $800 Which was submitted and accepted by fun club casino . In the meantime the remaining money was still in my account as real money which I continue to play with. I then was able to raise the Remaining amount up to $23,000. I then called several days later to check on my withdrawal request and was told that I would not be able to withdraw anything because if the initial hundred dollars was a bonus token. Meanwhile I’m sitting here under the impression that this is all real money. I made it specifically clear to the lady on the phone when she had giving me the hundred dollars that I did not want to play with bonus money and that I could go play a video game if that was the case. To my knowledge it says on their website unless otherwise specified. It was otherwise specified when I had asked her if this was real money that I was playing with. I would never have wasted my time if I would have known this was the case. I deposited real money into the casino and then when I finally win they try and take it away on some technicality that was otherwise specified via telephone conversation conversation. And since then I have read many unhappy customers with similar experiences.

Dear Alexander,

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 $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."

"Unless otherwise stated, the max cash-out for all no-deposit bonuses can’t surpass 1 times the sum value of the bonus redeemed. All free chips valued at or below $100 will have a cash-out limitation of no longer than, nor less than, $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 forward any supporting evidence that you’ve been promised the rewarded token will be treated as real money? My email address is petronela.k@casino.guru.

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

I understand the terms and conditions but it was otherwise specified on the phone call with the operator. I never would’ve wasted my time all of those hours playing and playing and playing. I could’ve very easily just played a video game if that was the case and not wasting my time. I will try to look for any supporting documents I have with other conversations that I’ve had with them on the phone

Please note they told me they recorded the phone call which you can clearly hear when I had asked the operator whether this was real money or not

Thank you very much, Alexander, for the update. Could you please advise if you have tried requesting the recording of your phone conversation from the casino?

I am waiting for my account Manager to request it. He supposed to listen to it once he gets the recording

I understand. I will be waiting for the update patiently.

Hello so I do have an update for you! I was told that my idea of "real money" was wrong. Initially I made it very clear I did not want to play with bonus money or pretend money. I let them know that I can go play video game if that was the case. They assured me it was real. They did not elaborate on this at all. So now when I speak to them on the phone they tell me that it is real money because you can cash out the bonus once you have completed the terms. My response to them was if it was real money I should have been able to withdraw at at any time. Not have to jump through hoops to get it. It also says in their policy " all bonus money will be removed at the point of withdrawal". Yet they still left the remaining Winnings under the "real money" section not bonus money section after my $800 withdraw request. Oh yes and I’m sure anyone could have guessed by now but The phone call which was supposed to be recorded they cannot find. At first They told me it would take too much time to search through my account to find the phone call. I told them it should be pretty easy to narrow down all they have to do is listen to the phone call that was right before my $800 withdrawal request. And now it cannot be found! This casino is a joke!

Could you please advise if you have received the original requested payment of $800? Thank you very much.

I not only didn’t receive the original $800 request, I was told I needed to cancel the request and make another request for$100 or if not the system they use would cancel my request automatically. I decided to do a little more homework before canceling the request. A couple days later I got an email saying my request to cancel the $800 was successful! I personally never made a cancelation request! Then I was told on the phone that I wouldn’t get it anymore because I didn’t submit a new request

Sorry if all this sounds complicated. I am confused to say the least. My account manager tells me that the reason bonus money is considered "real money" is because you can cash it out once requirements are met. My response is that if it were real money shouldn’t we be able to cash it out at anytime?

I’m sure you agree with me that a $100 Free Token falls under the category of No Deposit bonuses therefore, the maximum cash out will be applied. Could you please advise if you have been able to withdraw your rightful winnings of $100? Thank you.

Dear Alexander,

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.

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 a satisfactory conclusion.

Additional comments from the player:

"I apologize for not getting back to you sooner. I just which reading your email. To answer your question no I was never given the hundred dollars in the first place. When I had asked about the recorded phone conversation they told me they cannot access it. This is nothing short of a lie! they told me they recorded every phone call. Still haven’t heard back from Fanclub casino. I was told nearly half a dozen times I will get a call back and I never have"

Hello Alexander,

Thank you very much for getting back to us. Do I understand correctly that you have never received your winnings of $100?

Correct I never received the $100 that I was initially told I was eligible for.

Thank you very much, Alexander, for your reply. I will now transfer your complaint to my colleague Nick 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.

thank you!

Hello Alexander,

I'm Nick and I'll be assisting you from now on in your case. I would like to ask Funclub Casino to join us and help us resolve the player's issue.

Good luck with that! LOL! This casino is such a joke!

Hello Nick,

I hope you are doing well.

We have reviewed the player's account and found out that the player has been playing on a $100 Free chip which comes with a cash out limit of 1x.

Additionally, we agreed to let the player withdraw the 1x winnings even though the player played roulette (which is a restricted game), however, player refused to accept the winnings.

Currently, the player has disputed the deposits made by him in the recent past and same has been reversed which has led to the closure of his account.

Unfortunately, we would not be able to assist the player further on this due to the same and the case stands closed from our perspective.

Please let us know if any further details required from our end.

Thanks and Regards,

Ryan

Complaints and Resolutions Team

Yes I did disputed the deposits made to this casino. What I Deposited with was real money. There’s nothing else to say. They told me they have the conversation recorded which they now mysteriously lost. Of course I’m going to dispute it they robbed me for 23,000. So why would I allow them to just take money from me. I called them to close the account! They told me to keep it open and They could give me $100. Nothing was ever mentioned of any bonus or any Playthru or anything like that. This is such a scam and they want to have someone experienced on this write a letter who probably writes letters like this all the time to Websites like this Try and defend themselves.

Dear Fanclub Casino,

Can you send us any relevant document which would prove that the player used bonus money to get his winnings? Please send it to nikolas.b@casino.guru. Looking forward to your answer.

Also I wanted to add after reading our comments back-and-forth I did not mention that the casino did tell me they would refund all of my money for all of my deposits in the amount of $1100. That was the terms that I agreed with the account manager Mike! And he assured me that he would get my deposits back. Since then I’ve called around a dozen times with a promise to get a call back

Hello Nick,

We have shared the supporting documents to the aforementioned e-mail address.

Please let us know if any further details required from our end.

Thanks and Regards,

Ryan

Complaints and Resolutions Team

Yes please do complaints and resolution team! The supposed recorded phone call where it was otherwise specified about real money! Or is it still too much trouble like you told me one of the times I asked. Or is it mysteriously lost like the other time I asked for it. I hope people really do read these reviews and you get exposed for the scams your trying to pull.

hey Nick I've been checking in periodically. I'm sure they're not going to come up with a valid answer.

Dear Alexander,

We have received your betting history from the casino since 2.5.2021 when you took the bonus. Unfortunately, I've run through your history and the casino made no mistake in this case. All your winnings were generated from the bonus balance. We did not receive any proof regarding the "phone call" where you were promised real money balance but I can assure you that there isn't a single casino who would give away $100 real balance. Do you have any conversation about getting back your withdrawals? Why did the casino promise you that? If you have any evidence please send it to my e-mail address mentioned above.

How all of this came about is because I wanted to shut my account down. I had called them and told them that I felt it was not in my best interest to keep doing business with such a one-sided Casino. That is why they offered me the hundred dollars! I specifically made it clear to the lady that I could go play a video game if this would be any kind of bonus money. They Was nothing discussed about any bonus. My proof is in they’re recorded phone call! Did you guys ask them for the recorded phone call like I have done? None of this would be an argument at all if you were to listen to the conversation between myself and the lady on the phone. No questions no doubts! Then The account manager Mike try to defend the lady who told me that by telling me that it is real money because I can win real money with it. And that was the excuse they had came up with! I am relatively new to this online gambling and have never experienced anything like this. I don’t take the bonuses that casinos offer because I don’t want to have to jump through any bullshit hoops specifically for that reason.

????

Dear Funclub Casino,

Is the recorded phone call available and may we hear it?

Hello Casino Guru Team,

Unfortunately, there is no record of the player calling in from his registered phone number with the claims made by the player about the bonus in question.

However, on every interaction over the chat he has been advised that it is a free chip that has been added to his account.

Thanks and Regards,

Ryan

Complaints and Resolutions Team

100% false! All they need to do is look at the exact date when they credited my account with the bogus $100. It is the phone call between myself and the casino which took place at that very time! They told me on numerous occasions that every phone call is recorded! No all the sudden it no infer exists?! I have no idea how Fun club casino is doing business. From a customer service point of you wouldn’t they have tried to at least make me somewhat happy? Instead of trying to just argue with me when they’re wrong 100%. So frustrating

Dear Alexander,

I can fully understand that if there was something promised and was acted differently, it may seem really unfair. Unfortunately, if there isn't any evidence that could prove you wrong or right, we still consider any money given by the casino as bonus money. As I mentioned before, there probably isn't any casino that would give away $100 as real money balance. Also I would recommend you to watch some of the reviews on a casino before you start playing something so you can be sure that there shoulnd't be any issue in the future. I'm really sorry that we could not help you more with this complaint but feel free to contact us if you will come across any other trouble. The complaint will be now closed as there isn't enought evidence to prove that the money was real balance and as it was given from the casino it's always considered as bonus balance.

Best regards,

Nick

Casino.guru