Funclub Casino - Player’s withdrawal has been cancelled.

Hello! I played with no deposit cash. When I did the wager requirements. I tried to withdraw my funds. I did that from UK. I got an email that my withdrawal cancellation request has been successfully processed. I never asked for cancellation. I saw a lot of reviews that this site is a total scam and it is illegal. I think you have to check that too because a lot of players are losing their money and time because of your good review to this casino.

Dear Viktoria,

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:

„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."

„Unless otherwise stated, No Play/ No Max bonuses may only be used to play Soft Games and Slots. All other Casino games restricted and are prohibited. Playing a forbidden or limited game while using a No Play No Max bonus will void any winning generated as a resulting from the usage of a No Play No Max plus. These terms are valid and appropriate even after the play-through condition was met."

„If a player has finished the play-through condition and has used a No Play No Max bonus but continues to play a restricted or prohibited game, this will bring about their winnings being invalidated. The rules of the bonus will continue to use even after the play-through requirement has been fulfilled."

Could you please clarify if the entire amount of your winnings has been voided? What happened after your withdrawal cancellation request has been processed? Lastly, how much was the awarded bonus amount that you have received initially? Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear Viktoria,

Thank you for your replies. I have checked terms and conditions, and this is what I found https://www.funclubcasino.com/terms/:

„The Casino reserves the right to request of Player the following documents: ID (Driving License/Passport/State ID), Utility bill (recent bill with your name and address), Copies of every card used to deposit, Authorization form at any point in time for the safety of the account. To ensure the safety of the account, failure to supply these will allow the Casino to entertain no requests from customers who can’t be identified."

Could you please advise what was your address in the time of registration and which one you have entered into a registration form? 

Hey my address in the time on registration was in UK. But i wrote my bulgarian address because in my ID is said my bulgarian address. But I sent bank statement from UK and my rent contract for rent in UK (because my bills are included in my rent) to the support the same day of my registration. As i said they never answered to this email although i send it more then 7 days ago.

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

Hello Viktoria,

I looked at your complaint and will do my best to help you. I would like to invite Funclub Casino into this conversation. Can you please specify why you cancelled player's withdrawal?

We would like to ask the Funclub 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’.

Hey i know that the casino have 3 days more to answer but I just wanted to ask now because after that you are gonna close the complain if they do not reply do I have any options to get my funds? And do you have any suggestions? Because they did not reply to my email and also as you can see from the chat with the support which i posted they are not helping at all.

Hello Casino Guru Team,

We hope you all are doing well!

We have reviewed the account for the player and found out the address used for registration is from Bulgaria , which is one of the restricted countries to withdraw from Free Chips. Also, if the player has all the documentation from UK then that is what he/she was supposed to use while registering with us. This also leads to providing false information while registering which is another violation of Casino's terms & conditions.

However, if the player states that his Identification proof is from Bulgaria then that is what would be considered and the player should have registered with (registration was done for a Bulgarian Address) which leads to no cash-out for restricted country list.

We offer the customer to update the records for him/her. However, that would nullify all of the customer's winnings on Free Chip. After playing with the free chips, Player is welcome to make a deposit and get a good bonus on that to play and win.

Please let us know if any further details required.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

SilverEdge Casino

Dear Viktoria,

since you have registered your account with Bulgarian data and you were playing from UK you are not authorized for payout from Funclub Casino. Please follow Casino's instruction and update records in your profile. It will nullify your winnings from no deposit bonus but you can play further.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.