Funclub Casino - Player’s withdrawal has been delayed.

my cash out still no process for several months

support only tells me that if they paying

this casino is 100% scam

Dear Hector,

Thank you for submitting your complaint. I’m very sorry to hear about your problem. Could you please provide me more information and details regarding this matter? I’m sure you understand that KYC (Know Your Customer) verification is a very complex process and none of the serious and licensed casinos takes it lightly. Please, could you confirm that you have completed the KYC process in the past? Was this your first withdrawal request? What method did you use?

I will try my best and I hope I will be able to help you as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Hector,

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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Reply from the player sent to us via email:

"hello

yes I completed the KYC process 

The casino has never asked me about me

withdrawal method

the casino not respond the mails

and the chat just lies 

note I send several emails and the casino never answers

My payment is not processed for 5 months"

@Funclub Casino, please could you shed some light on this case? Thank you very much in advance for your reply.

Dear Petronela,

We appreciate your patience with us on this.

In response to Hector's claim, I would like to let you know that we informed Hector that the withdrawal cannot be processed as the KYC requirements are still incomplete and the details do not match the account registered with us.

- The address does not match the account registered with us nor with any of the partial KYC documents that has been submitted to us by the player. 

- No utility bill has been submitted yet.

We tried explaining Hector the importance of KYC and the crucial role it plays in processing a successful withdrawal. However, he got upset and threatened to put it up on social forum.

If the player is willing to submit the required KYC's in the next 3- 4 working days we would still love to process his withdrawal.

Let us know if there is anything we ca do further to assist.

Kind Regards

Vincy

Dear Petronela,

We appreciate your patience with us on this.

In response to Hector's claim, I would like to let you know that we informed Hector that the withdrawal cannot be processed as the KYC requirements are still incomplete and the details do not match the account registered with us.

- The address does not match the account registered with us nor with any of the partial KYC documents that has been submitted to us by the player. 

- No utility bill has been submitted yet.

We tried explaining Hector the importance of KYC and the crucial role it plays in processing a successful withdrawal. However, he got upset and threatened to put it up on social forum.

If the player is willing to submit the required KYC's in the next 3- 4 working days we would still love to process his withdrawal.

Let us know if there is anything we ca do further to assist.

Kind Regards

Vincy

note I told them I change my address

That's why my ID has a different address

and my documents have my current address. and the casino

It's making an excuse for not paying me

if changing my address

it's a crime??  they only put excuses not to pay

NOTE The casino has deleted my account why?

GURU

if you wish I can send you the proof

that my documents were sent

and that the casino lies

thankssssss

Dear Hector,

Please forward any relevant evidence to petronela.k@casino.guru. Thank you.

done

thankss

Funclub Casino, please let us know which exact documents are still missing to complete KYC and how the player can proceed, if he has changed his address recently? Thank you very much in advance for your help.

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’.

Dear Petronela,

My apologies for the late reply. Somehow I missed the notification of the reply.

There are few things I would like to explain here regarding Hector's withdrawal issue. As mentioned earlier in my previous thread, we had not received the complete KYC from the player in order to process the withdrawal. We received an ID proof and a bill/receipt from Patel co which is not considered as an utility bill.

The important point is that the address mentioned on our casino account does not match neither the ID proof not the Patel co document that has been provided to us either.

Considering the above mentioned points we have disqualified the withdrawal request raised by Hector.

Our effort is always to ensure our players are provided with the best service and entertainment from our casino and we try hard not to disappoint them. However, when the requirements are not met we have no other option but to deny in such cases.

Hope this answers all the queries raised.

Thank you once again and take care!

Regards

Vincy

This is not a surprise

without a doubt this is clear

this casino is a 100% fraud

what matters now is not my payment

if not what other players

don't fall in this casino scam

thanks for everything GURU  

Dear Hector,

I am sorry you feel so. However that doesn't change the fact that we do regular payouts to all our players who qualify and provide us with the requirements listed as per the terms and conditions.

Unfortunately, no casino would payout when the KYCs are not submitted completely and when the details do not match.

Thank you and have a nice weekend.

Regards

V

you are wrong other casinos

they always pay me this casinos

 are 100% real and they have never made silly excuses

look  your

promise here exposed?

your words give you away

@Hector, do you still have any bills under your old address? 

@Funclub Casino, is there any way that the player would be able to complete KYC verification, since he has changed his address? Please advise.

GURU

can i send you one from my old address

and one of my new address if you like ?

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’.

@Funclub Casino, is there any way that the player would be able to complete KYC verification, since he has changed his address? Please advise.

it's useless this casino doesn't want to pay

likewise thanks GURU 

Is there any way that the player would be able to complete KYC verification, since he has changed his address? Please advise.

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’.

Dear Petronela,

Please note that the player registered with us on 14th December 2019 and raised a withdrawal with us on 15th December which was cancelled and was informed to the player as he did not meet the wagering requirements and then the player raised the withdrawal on 16th December 2019.

How can there be an address change in 1 days.  However, it clearly mention under the terms and conditions that it is important for the player to provide us with an accurate information while signing up and also suggests that it is mandatory to provide us with a recent utility bill. I have attached the 2 points below for your reference.

FEW POINTS FOR REFERNCE FROM TERMS & CONDITIONS:

Upon sign-up, the Player must supply correct, up to date and complete info to the Casino. In the case where wrong and/or inaccurate personal information is supplied, particularly info inhibiting contact between Casino and Player, the Casino reserves the right to close the Player's account or invalidate all and any winnings.

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.

Let me know if you need more information on this.

Regards

Vincy

continually change the version

it is certainly useless

clearly this casino is a fraud 100%

Dear Hector,

Please could you clarify if you have signed up with the website using your old or new address? Thank you.

with  new address

If you have signed up with your new address you shouldn’t have any problems to verify it, unless, you are waiting for your IDs and bills to be updated, correct?

yes

I explained that to them but they refuse

do you remember i sent my documents to you?

I remember, but those were the old ones. Correct? Do you have your picture ID and utility bills with your new address? The one that you have used when registering with the casino?

 my utility bills new address

and my  picture ID old address

Hector,

You have sent me your ID issued in 2013 with one address and Patelco utility bill from 2018 with a different address.

When did you signed up with the casino? Was it in December 2019?

yes

in the casino I use my new address

in 2019 I moved to my new one

note

if you want you can close the case

Either way they won't pay

thankssss for all

I’m afraid that I don’t have another option Hector. Since you have moved to your new address in 2019 and your utility bill from 2018 had a new address on it already, I don’t have any supporting evidence. I will close this complaint now. Thank you for your understandng and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.