HomeComplaintsFunclub Casino - Player’s withdrawal has been delayed.

Funclub Casino - Player’s withdrawal has been delayed.

Amount: €1,955

Funclub Casino
Safety Index:Below average
Submitted: 14 Aug 2020 | Case closed : 21 Sep 2020
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

4 years ago

The player from Germany has requested a withdrawal. It has been pending due to a technical issue. Casino provided evidence that this player has multiple accounts so we are rejecting this case.

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4 years ago
Translation

Why I haven't received my payout yet.

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4 years ago

Dear Desiree,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if you have completed KYC account verification in the past? Which payment method you have opted for to withdraw your winnings and how many days ago you’ve requested a withdrawal?

Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Subsequently, it’s quite usual for a withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

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4 years ago
Translation

I hope the money will be in my account soon ... LG Desiree

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4 years ago

Dear Desiree,

Could you please advise if you have completed KYC account verification in the past? Which payment method you have opted for to withdraw your winnings and how many days ago you’ve requested a withdrawal?

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4 years ago

Dear Desiree,

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.

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4 years ago
Translation

I decided to pay out on account

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4 years ago

Dear Desiree,

I’m afraid I don’t understand completely. Could you please advise again if you have completed KYC account verification in the past? Which payment method you have opted for to withdraw your winnings and how many days ago you’ve requested a withdrawal?

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4 years ago
Translation

Yes, I took the kyc account as a payout ...

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4 years ago

Desiree, have you received any confirmation regarding successful account verification? 

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4 years ago
Translation

Yes, I received a confirmation on 07/23/2020 ..

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4 years ago

Thank you very much, Desiree, for your reply. 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.

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4 years ago

Hello Desiree,

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 what is the problem with player’s withdrawal?

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4 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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4 years ago

Dear Casino,

thank you for the explanation, please send me some relevant evidence that this player has multiple accounts to my email: viliam.v@casino.guru.

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4 years ago

Dear Desiree,

Casino provided relevant proof that you had multiple accounts. 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.

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