The player from Germany complains that the casino declined his withdrawal of winnings he won from a bonus. The casino claims that players from his country cannot withdraw winnings from a free bonus.
Funclub Casino - Player’s withdrawal has been declined.
Amount: $300
Funclub Casino
Safety Index:Below averageSafety Index
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6.1
Funclub Casino has a Safety Index of 6.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Hello, I had registered via your site at funclub Casino, the BC: JOIN300 you provided requested everything was no problem after a short time 300USD in the account. I played through the bonus according to the turnover and did 300USD for payment Requirements of the usual verification documents, everything was sent after that, the transaction was canceled, in chat I got the statement Germany Players no claim to payment of this bonus, after my request where the purpose for us with these bonuses is "try slots for fun" Players, however, as long as they believe until documents have been sent, only then can they be asked, but well, the question arises why you write in the casino rating Germany Players accepted think I'm not the first to do this.
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4 years ago
Dear Peter,
Thank you for submitting your complaint and I am sorry for your troubles. Have you completely passed the casino verification process (KYC)? Also, have you ever made a deposit at this casino?
For your information, we collect a lot of data in our reviews from the casino’s terms and conditions. In this case, we did not find any bonus restriction for your country in their bonus terms.
Please, answer the questions above so that we can proceed with your complaint. I hope I will be able to help you as soon as possible. Thank you very much for your reply.
Best regards,
Satrio
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4 years ago
Translation
Hello, I have the required documents for the Funclub Casino (ID CARD-Mastercard - telephone billing
I have not yet made a deposit and it is not necessary for the withdrawal of this implemented bonus.
I can no longer log in to my account, the casino blocked it, which actually says everything about the seriousness of this casino !!
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4 years ago
Hi Peter,
Thank you for your reply. Could you please forward me a screenshot or email between you and the casino to satrio.y@casino.guru, especially stating that casino restricts players from Germany to get this bonus?
Regards,
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4 years ago
Translation
hello, no I had this information in the live chat because I asked why the payment was canceled again. But I send you the email with the payment request which was then canceled. I think that says everything is canceled and account blocked. I had recommended this casino to a friend but in advance he also converted the bonus money and I will say that he should record the chat history because it will very likely get the same info from the live chat I will send them to you as soon as I have them. MFG Peter
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4 years ago
Hi Peter,
Once you get those statements from the casino, which we required, please inform me so I can contact the casino.
Many thanks.
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4 years ago
Dear Peter,
Do you have an update on your issue? We are extending the timer by 7 days. Thank you in advance.
Best regards,
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4 years ago
Translation
Hello, I just logged in with my friend Username: atilla7676 who also implemented the bonus and requested a payment, the procedure is identical, but have the statement from the Support MA that you need
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4 years ago
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Hello, I sent the documents to the requested email, on February 27th
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4 years ago
Dear Peter,
Thank you for sending us the screenshots. I have contacted the casino regarding this issue and hopefully, they will get back to us soon.
Best regards,
Satrio
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4 years ago
Translation
Hello Satrio, first of all thank you for taking care of my problem and taking care of it so quickly. Yes, I'm also curious as to how the casino will comment because I find such a thing totally outrageous that you get something offered when you register afterwards when you register has fulfilled the claims with such meaningless statements, the account will also be blocked by the support and nothing will come back via email contact. Such casinos should have their license withdrawn, which I will certainly not be the first or the last one to be treated so unprofessionally, I have never played something like this for a long time. Well then I'm curious how the casino justifies itself to you;) wish you a nice weekend until then MFG Peter.
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4 years ago
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 mark the complaint as ‘unresolved’.
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4 years ago
Translation
hello, yes it was also to be expected at this casino that no reasonable answers come. This is the common solution at Funclub, the players who receive an offered casino bonus, implement it and cash it out. Payouts are canceled on the grounds that the player wanted this, then the account is blocked and any contact is blocked.
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4 years ago
Dear Satrio & Peter,
Thank you for the notification regarding the issue.
Firstly, I would like to emphasize that our Live chat service is open for ALL and is not only for our players registered with us. In case there was a problem logging into the account I am sure you could have still got hold of our customer service team via the live chat service. Live chat service has no restrictions of any sort to establish a contact with us for any issues and it has nothing to do with your player account.
Also, please note that Peter availed a Signup bonus of $300 and the wagering required on that is 20X which means the player should hit the play through of $6000 ($300X20) in order to raise a withdrawal. In this case Peter has only wagered $2087 as of now, which does not qualify him for a withdrawal at this stage.
However, in order to resolve this issue, I would request you to email us all the required KYC's once the wagering has been completed, so that we can ensure the pre-requisites are met(ID proof- state Id or passport, Utility bill confirming the address). Email at kyc@funclubsupport.com
Kindly note that as we do not have any fluent German speaking staff and it can be a bit challenging to convey and understand the information in the right sense as there could be a mismatch in the information that gets traded from both ends when the chat happens in a different language other than English. I am assuming this has added to the confusion too.
However, we try our best to provide our players with the best support we can always.
Let us know if there is anything else we can assist you with.
Regards
Vincy
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4 years ago
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hello, well I will try to activate my account and try to make the payment request again, of course I will give feedback on how things are going this time.
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4 years ago
Dear Peter,
Could you confirm us if you managed to finished the wagering? If yes, could you please send me the evidence of your wagering status to satrio.y@casino.guru? 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. Thank you in advance
Best regards
