Funclub Casino - Player’s withdrawal has been rejected.

Hallo,das Casino zahlt nicht aus...Betrug hoch 10....Die wollen mir die 1000 Dollar nicht auszahlen weil ich mit Bitcoin einbezahlt habe und Guthaben auf meinemKonto hatte...

Dear daenemarker,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Could you please elaborate? What was the reason your winnings have been cancelled? Have you been accused of breaching rule regarding mixed funds?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hallo Petronela,ich habe den Bonus ohne Einzahlung in Anspruch genommen und die Umsatzbedienungen erfüllt.Ich wollte dann auszahlen lassen aber es wurde ohne Begründung storniert.Also habe ich 55 Dollar per Bitcoin einbezahlt und ein paar Stunden mit meinem Guthaben gespielt.ich hatte dann 1350 Dollar an Echtgeld und wollte 1000 Dollar auszahlen...Das wurde dann wieder ohne Gründe storniert,ich habe mich dann an Live Chat gewendet und der schrieb mir das ich nicht hätte einzahlen dürfen weil ich noch Guthaben hatte...Er bot mir an mein Guthaben zu stornieren und ich dann einen Einzahlungsbonus gutzuschreiben was ich natürlich ablehnte.So etwas habe ich wirklich noch nie erlebt.

Was bedeutet Mixed-Funds-Regel ?

Hello,

Funds from deposit and bonus balances should not be mixed together or displayed to the player as a single pot of money.

If you have had an active balance accumulated from No Deposit bonus and then you deposited funds, it might got mixed and even if you have accumulated winnings later on, after depositing, it would be considered as the origin of all the winnings was the No Deposit bonus, hence, maximum cash out would be applied.

Could you please forward your game and bonus histories? My email address is petronela.k@casino.guru. 

Hallo Petrolea,ich habe Dir eine Mail geschickt.Das ist ja total Irreführend...Ich hatte und habe Echtgeld gehabt und dachte man muss einzahlen bevor man auszahlen kann.Ich habe auch sämtliche Dokumente dorthin geschickt.Vielen Dank für deine Mühe

Thank you very much, daenemarker, for forwarding all the screenshots. I have checked general bonus terms and conditions, and this is what I found: https://www.funclubcasino.com/rules/?set_lang=en_GB:

"No Deposit Bonuses (also known as Free Chip|, Processor, Free Spins, Free Roll/Spin, Slot Tournaments) and "No Play No Max" Bonus Rules.

If they never have deposited Players from particular nations may not cash-out of free processor offers. These players may partake of said processors that are free for entertainment purposes only. Please contact Customer Support to find out the list of excluded countries to see whether your state is included."

Clearly, I have checked with the live chat agent and Germany is on the list of these particular nations. According to live chat, no deposit bonuses are offered to all the players, even if their nation is listed between "restricted" ones, thus they can test the games.

However, I would like to emphasize that in case restricted countries are not mentioned in terms and conditions but hidden somewhere, the casino should pay the player. Please, could you confirm that you have never placed a deposit in this casino prior to activating a No Deposit bonus? Was it the 300 Free Chip with the activation code JOIN300? We will contact the casino right after your confirmation.

Guten Morgen, ja es war der Bonus JOIN 300 und ich habe zu 100% erst nach dem Bonus einbezahlt, weil ich dachte, man kann erst eine Auszahlung vornehmen, nachdem ich einbezahlt habe, das ist ja bei fast allen Casinos so.

Und ich lebe im Bundesland Schleswig Holstein...

Thank you very much, daenemarker, for your reply. I will now transfer your complaint to my colleague Peter 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.

Hallo Petronela,vielen Dank für deinen Einsatz.Ich habe auch eine gute Rechtschutz Versicherung falls dies was bringen sollte.

Hi Michael,

I looked at your case and understand the problem. I will contact the casino and see what can be done.

Dankeschön.

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hallo,ich möchte mich beim Lizenzgeber von denen beschweren.Habt ihr da eine Emailadresse für mich?Danke

Hallo,ich möchte mich beim Lizenzgeber von denen beschweren.Habt ihr da eine Emailadresse für mich?Danke

Hallo,ich möchte mich beim Lizenzgeber von denen beschweren.Habt ihr da eine Emailadresse für mich?Danke

Hallo,ich will mich auch bei deren Lizensgeber beschweren,habt ihr da einen Link für mich?

Hi Michael,

There is a contact form at the bottom of the following page where you can contact the authority: http://www.gaming-curacao.com/. Please let me know when they reply.

Danke

Hello Casino Guru Team, 

We apologize for the delayed response.

We have reviewed the account for the user "daenemarker".

As per the our findings, player redeemed the welcome bonus on November 17th 2020 and requested to withdraw $999 on the same date. We cancelled the same on November 18th 2020 as the player did not meet the 20x playthrough.

Then, the player requested to withdraw $800 on November 18th, out of the $999 (without wagering any further since the last request) and the same was cancelled on November 19th due to the same aforementioned reason.

Next, on November 19th 2020, the player made a deposit on the existing balance from Welcome bonus chip and started playing further. This led to the mixing of funds from the welcome chip with the deposit and made the player ineligible to withdraw any winnings.

However, we did offer the player to remove the mixed funds and a cashable Free Chip as a courtesy when he contacted us on November 22nd 2020. Player can use it to play and win upon meeting the playthrough of 20x. However, the player denied for the same.

We would still like to offer a second chance to the player in the form of a $100 Free Chip as we want our players to have a fair chance at winning.

Please let us know if there are any further details required.

Thanks and regards,

Ryan

Complaints and Resolutions Team

Hallo,das ist echt lächerlich...Alle Auszahlungen wurden ohne Begündung vom Casino storniert.Ich habe den Bonus mehr als 20 mal umgesetzt.Es stand auch immer auszuzahlendes Guthaben und nicht Bonusgeld.Ich habe heute auch den Lizensgeber kontaktiert...

Ich hätte gar nicht auszahlen können wenn ich den Umsatz nicht erreicht hätte.1000 Dollar gewinn 60 Dollar einbezahlt und die wollen mir 100 Dollar Freechips geben?No way....!!

Ich habe da auch nur eingezahlt weil es bei allen Casinos Gang und gebe ist erst einzahlen dann auszahlen.

Thank you daenemarker and Ryan for the replies.

Since daenemarker is convinced that the wagering requirement was completed, I would like to ask Funclub Casino to provide evidence to prove otherwise. Please send his game history and bonus (player) log clearly showing that the wagering requirement wasn't finished to my email address: peter.m@casino.guru.

Greetings Casino Guru Team,

We have shared the complete wagering log for the player via email to peter.m@casino.guru.

I hope this would help and lead to the closure of the case.

Regards,

Ryan

Complaints and Resolutions Team

Somit wurden mir 6 Stunden nicht vom Bonusumsatz angerechnet.

Greetings,

We hope you are doing well.

Please be advised that the time in your screenshot is your local time (Germany) and our transactions reflect the time as per EST, hence, you see the difference of 6 hours.

Please let us know if you require any further clarification.

Regards,

Ryan

Complaints and Resolutions Team

Es scheint nix zu bringen....Ich kann nix anderes beweisen aber für mich ist es Irreführend weil da nie was von Bonus Money stand sondern nur Real Money.Ich möchte mein eingezahltes Geld zurück und ihr seid in meinen Augen ein sehr Unfaires Casino.

Hi all, thanks for the replies. I looked at the game history and it suggests that daenemarker played with bonus money before he made the first withdrawal on 17.11.2020. The withdrawal was cancelled and he made a deposit, but it seems that the bonus money wasn't deleted and it looked like real money. I don't wonder that the player was confused, especially when he saw $1000 in real money in his account (see picture above). On the other hand, the wagering requirement for this specific bonus was 20x which means the player would have to wager $6000 and by the way, based on the Bonus T&Cs (which I find quite confusing) the max cashout for this bonus would be 1x the value of the free chip that equals to $300.

Dear daenemarker, do you think you managed to fulfil the wagering requirement and wagered $6000?

Guten Morgen,insgesamt,also auch nach der Einzahlung habe ich mehr als 6000 Dollar umgesetzt.

I mean before the deposit. It is important to finish the wagering before making a new deposit, otherwise, the funds are considered to be "mixed funds".

Ich habe das mal eben überflogen,vor der Einzahlung bin ich wohl etwas unter 6000 gewesen...

If this is the case, I'm afraid, there is not much we can do. If I were you I would accept the $100 free chip if the offer is still on the table.

Hallo,alles klar dann werde ich das Angebot vom Casino gerne in Anspruch nehmen.Vielen Dank an das Guru Team.

Alright daenemarker.

Dear Funclub Team,

If it's still possible, could you please grant daenemarker the $100 Free Chip?

Hello Everyone,

We have added the $100 Free chip for the player. The free chips have a 20x Slots playthrough and 1x Cash out.

We would request the player to go through the terms and conditions on the website or contact us if requires any further help. We would love to assist.

I also would request the Casino Guru team to close the case as Resolved since the needful has been done from our end.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

Hallo Guru Team,ja hat geklappt.Ist echt etwas blöd gelaufen für mich aber ich sehe es jetzt als erledigt an.Vielen Dank für die Mühe und weiter so...

Aber eins muss ich nochmal schreiben.Wer soll da schlau draus werden.Wann habe ich denn Umsatz erreicht?Hat einen faden Beigeschmack alles....Man darf auch nicht vergessen das ich 60 Dollar einbezahlt habe.Am liebsten wäre mir wenn das Casino mir das Geld zurück überweist.

Dear Funclub Casino,

Does it mean that the player is free to withdraw the $100? Based on the pictures above, it looks like the $100 is in real money, and the progress of the bonus is "100%". If the bonus still needs to be wagered and this is what is displayed, no wonder that players get confused...

Guten Morgen Peter,echt ne ganz miese Nummer von denen.War so genervt das ich die 100 Euro verspielt habe...Von über 1000 gewonnen und 60 Euro eingezahlt haben die mich schön verarscht und mit 100 Dollar Freechips abgespeist....!!!!!!!!Unglaublich und das schlimme ist, dass man nix machen kann...

Und hätte ich 50 Dollar eingezahlt hätte da 150 Euro Real Money gestanden und nix mit Bonusgeld...Ich bin so sauer..Einzahlen kann man aber sobald man gewinnt winden die sich wie ein Aal...Als ich damals eingezahlt habe dachte ich der Bonusumsatz ist erreicht weil da 100 % stand wie gestern auch..Eigentlich müsste ich einen Anwalt einschalten, nur das ist schwer weil die in Australien sitzen.

Sorry nochmal.Und bevor ich eingezahlt habe wollte ich auszahlen und das wurde einfach storniert ohne irgendeine Begründung,somit dachte ich natürlich das ich erst einzahlen muss ( So wie das in allen anderen Casinos ist) bevor ich auszahlen kann.

Hello Casino Guru Team,

Player has been looking at the bonus claim section which shows the said bonus was claimed 100%. It is so because we often have bonuses redeemable in parts.

If the player wishes to calculate the wagering he/she can go to the player transaction history and calculate it from there or contact us and we can calculate it for the player.

As I mentioned earlier, if the player had any confusions, questions or doubts he/she should have contacted us and we would have assisted with the same. However, the player has used up the second chance and played the balance down to zero without contacting us.

We also have a live chat service available apart from the toll free number for the player to contact us.

We wouldn't have added the $100 Balance for the player, even though the player was at fault initially for mixing the funds, if we did not want the player to have a fair chance.

Please let us know if we can answer any further questions/queries.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

Lächerlich was das Casino da schreibt..Fair geht anders und ihr habt mich abgezogen und meine Auszahlungen ohne Begründung abgelehnt.

Hi all,

Thank you for your replies. I have to say, the system how the bonuses work is very confusing and player unfriendly and I don't wonder the players have no idea whether they finished the wagering requirement or not. However, I can't really punish the casino for this since the wagering requirement wasn't finished and daenemarker was given a second bonus as compensation.

Dear daenemarker,

Unless you will get used to the system in the casino, I can only recommend you to look for alternatives where the interface is clearer and more user friendly.

Best regards,

Peter