Funclub Casino - Player’s withdrawal has been delayed.

This casino not paying out I have a pending amount of $2,000 I do realize that the max payout for this bonus is 300 which I'm fine with but they said I had to wait 90 days for a cash out which I have a feeling they will find some other reason to either delay this or find out a reason not to pay out just the way they've handled my current customer service

Dear jsandoval320,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested? Was your account successfully verified in the past? Do I understand correctly that your winnings have been accumulated from a Free bonus solely?

It’s quite usual for withdrawals 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Yes I did all that it was the 19th of last month I believe when I first made the withdrawal it was off my first $300 sign up bonus no I did not deposit any money the 14 days I would be fine with if that's what they told me it would take but they said they won't even look at it for 90 days I did send in all my paperwork and no form of communication was returned except for in the chats and I called once and both of them said they won't even look at the case for 90 days

I understand now. If you have never deposited funds into your account it will take longer to verify your payment method. Have you been offered a possibility to place a minimum deposit to speed up the process?

Yes but I'm afraid because of the last casino I did it with never paid out plus I read the terms and it said 7 to 10 days I believe I don't want to get locked into some other kind of bonus or give them some other reason why not to deposit the money I feel like if they have free play to join and they pay me out I would definitely be more willing to deposit knowing that there are paying casino but the fact that they say 90 days and it says nowhere in the terms that that's a possibility it's kind of a red flag for a casino that makes up their own rules so you can see where I'd be a little hesitant

Thank you very much, jsandoval320, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) 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 jsandoval920,

I looked at your complaint and will do my best to help you. I would like to invite Funclub Casino into this conversation. Casino, can you please specify what is the problem with the 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’.

Hello Casino Guru & Joshua,

Hope you're doing well!

We checked your account & found that you are playing on $300 welcome bonus and the play through is met. You need to send the following documents:

1) Front & back copy of your photo ID proof (passport/Drivers License),

2) Selfie holding the same photo ID proof &

3) A copy of recent utility bill under your name.

You have to send all these details to: kyc@funclubsupport.com . After you submit the documents it can take up to 90 days as we have a lot of withdrawals in que already but the priority is always given to the depositors and its easier to validate those accounts hence you were also offered to make a deposit and take the match bonus to start playing on it. By doing this you become a depositor, your withdrawal process expedites and on top you don't have to wait for this withdrawal to get over with to start the next game. You can play with your deposit and be ready with your winnings to raise the next withdrawal.

Hope that clears your doubt(s) and answers all the questions you have. Please don't hesitate to contact our 24/7 chat support for instant help.

Regards

Support Team

Funclub Casino

Is that that so I can deposit an amount you can dispute the amount paid out minus withdraw fee and only end up paying out a very small portion of the payout how about pay out the withdrawal and I'll deposit money back onto the casino because I do show other casinos business but those are casinos that cash out not ones that play with money until there is nothing left or the person is tired of fighting for their withdrawal I've sent all documents... Maybe you shouldn't lure players in with no deposit bonuses if you don't plan on paying them out within your terms of service is my thoughts.. because if I would see that you're an actual casino who paid out players accordingly I would probably be more keen to depositing into your casino

Dear jsandoval920,

follow the Casino's instructions and inform me about your progress, please.

Yes I have followed through with all those things as of March 20th 2022 I guess I would have to disagree with the 90 days being isn't in their terms of service agreement.. whereas deposit to quicken payouts was not mentioned..

Dear jsandoval920,

did you send them everything that they've asked for, please?

Yes I sent everything they asked

I sent everything they asked at least twice

Dear Casino,

is everything ok now, please?

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 feedback from the casino regarding the issue, we can not 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 ask to reopen this complaint anytime.

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

Dear Funclub Casino,

is there any development with the player's withdrawal, please?

Dear Villiam & Joshua,

We want to apologize but due to some technical glitch in the system few of our emails have been deleted. Hence requesting Joshua to please forward the documents again and drop a line as soon as you send the document so we can expedite the process.

We appreciate your patience with us!

Regards

Support Team

Funclub Casino

My resend the email a couple times still no response I'll documents have been resent over and over and over again unless you have some glitches over and over and over again and search my name search my email you should find them

Dear Funclub Casino team,

thank you for your cooperation, please, is there any new info about the case?

Dear Joshua,

We have requested you to send the documents again and on June 30th we have sent you the email as well regarding the same but we haven't heard anything from you after that. Kindly send us your documents one more time and send it from your registered email address only so we can process your request further.

Dear Jozef - We're waiting for the player to send the documents. As soon as the documents received we will process the request further.

Regards

Support Team

Funclub Casino

I don't know how many times I've sent the email I'm sure if they just do a quick search in their email using my email they would see them with all the attachments I've even sent the Bitcoin address for deposit...

Hi jsandoval920,

have you managed to provide the casino with the documents they have requested? Be aware that it is the only way how you can get the amount.

Yes I've provided everything they asked numerous times even twice since the case was reopened.. I send screenshots with the email sent and the documents attached.. they don't answer their emails back

Dear Funclub Casino team.

May I kindly ask you to specify what is exactly missing in the player's documents? I highly appreciate that you are helping with this issue.

Dear Joshua,

We checked the account and found that the documents you are sending they're either incomplete or not readable. The last email we have received from you has a half cut picture of an ID proof. Unfortunately that will not be accepted.

Please send us the following documents in one single email:

1. A clear selfie with shared Identity Document (ID). [Only Driver's License and passport copy will be valid]

2. Front and back copy (Full picture) of the same ID card (either Driver's License or Passport is valid)

3. Latest Utility Bill, i.e. water bill, DTH bill, Landline bill, electricity bill, Gas bill or internet bill.

We can process further with your payout request only after receiving all the above-mentioned documents.

IMPORTANT:

**The selfie holding the ID must be clear, with details on the ID visible and readable.

**Only pictures are accepted, no scanned copies – neither colored nor black and white.

We will able to process your request further only after receiving & verifying the KYC documents shared by you.

Regards

Support Team

Funclub Casino

Dear Joshua,

The Withdrawal is paid through bitcoin. Please check and confirm.

Regards

Support Team

Funclub Casino

Yes casino paid out withdrawal thank you funclub casino and casino guru for your help!

Dear Joshua,

We're glad to settle this for you. Please feel free to reach us if you wish to play with us in future. We would love to serve you in the best way we can.

Regards

Support Team

Funclub Casino

Hello Funclub Casino team, thank you for your cooperation in this case.

Dear jsandoval920,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards,