Funclub Casino - Player’s withdrawal has been delayed. We rejected the complaint because the player didn't respond to our messages and questions.

Ok, so I made a deposit with a 200% NO RULES bonus. Came out ahead, then went to withdrawal via BTC and now (a month later almost) I am still getting the runaround.

First, it was "10 days".

Then "10 business days".

Then "14 business days".

Then "20 business days".

Been trying to be patient but losing trust in them very quickly now. Which sucks, because I really liked their games and would've liked to be a loyal customer for a long time to come.

Dear Jonathan,

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. Have you completed your account verification successfully? Was your withdrawal approved and it is pending since? Have you withdrawn any funds in the past from this casino? I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Jonathan,

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.

Hi,

Thanks for looking into this.

My account verification was completed about 2 weeks ago. Withdrawal was approved and is pending.

I've been playing with Funclub for about 2 months before winning on a 200% No Rules Bonus, so this is my first withdrawal attempt.

I've read a tun of horror stories about Funclubcasino.com, after the fact. (Won't make that mistake again).

Any help I can get would be greatly appriciated.

Thanks.

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

I am very sorry to hear about your withdrawal problem. 

In this case, we have no other option than contact the casino directly.

I would like to ask the casino what's the matter with Jonathan'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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Jonathan, we have received the information from the casino that they requested utility bill as an address proof from you multiple times. Unfortunately, insurance contract copy does not comply with their KYC requirement. Are you able to send them a utility bill? Then they will be able to progress your withdrawal request.

I have sent utility bill 3 times now within a week and a half. Every time they confirmed receiving it. Then a few days later completely have no record of me sending the utility bill- electric bill.

Beating around the bush???

Jon

Dear Jon & Zuzana,

Hope you are well!

Jon, we have received a document from you which you claim as an utility bill but it is not considered as an utility bill nor does it comply with the KYC requirement. The document you have sent us is a "Past due disconnection notice" which was due to be paid by May 2020.(non compliant with our KYC requirement)

The other document is a letter regarding a medical insurance, I reckon. Unfortunately, these are not considered as and Utility bill.

As we have earlier requested, please send us a copy of your current utility bill (electricity, gas) for us to progress your withdrawal at the earliest.

Please be assured we definitely ensure our depositors are taken care off and we process payouts on a weekly basis to our depositors who win and wager and provide us with the few requested requirements which are basic but mandatory too. I do not see a reason why we wouldn't want to process yours if the requirements are fulfilled.

Look forward in assisting you.

Regards

Vincy

Dear Jonathan,

We are extending the timer by 7 days. Please, be aware that in case you fail to cooperate and provide required documents for KYC as per casino request, we will be forced to reject your complaint.

Unfortunately, we’re forced to reject 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.