Funclub Casino - The player struggles to verify his account.

I signed up for an account with Funclub and redeemed their $100 welcome bonus.

All in all did well and went through all the playthrough requirements and now trying to withdrawl.

Funclub tells me to submit a withdrawl as wire transfer and someone from the withdrawl team will contact me. I have done this 3 times and never heard from anyone.

I try and chat with customer service but they are completely worthless. Won't help at all.

I have sent in my ID to confirm identity. Just completely unprofessional and a scam.

PLEASE HELP

Hello rmills151515,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Funclub Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

I am not 100% because support will not help at all. But I sent in my ID as soon as I tried to make a withdrawal. So it's been roughly 2 weeks since I did all of this.

The screenshot basically shows a timelines of everything.

Redeemed bonus and submitted for withdrawal on February 21st.

Sent verification documents on February 26th.

Open up support tickets on February 27th.

Never heard from them once and they canceled all 3 withdrawal attempts.

Thank you rmills151515 for all the information provided so far. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi rmills151515,

I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Funclub  Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you please if you received the documents from the player? Would you need any other documents for the verification?

Please, feel free to send all the relevant evidence for the case to my email natalia.b@casino.guru.

I'm looking forward to hearing from you.

Kind regards,

Natalia

Hi Natalia and rmills151515,

First, I'm sorry to hear about this inconvenience. I reviewed the situation and the player's status regarding this with our CS team, they informed me that the withdrawal was canceled because the player has multiple accounts, and as per our T&C this is prohibited "Only register a single account in the name of a particular person: multi-account practices are strictly prohibited." Nonetheless, the team should have replied to explain the situation to the player, I apologize for that.

Dear Funclub Casino, thank you for the information, but I'd like to ask you if it's possible to send any evidence (screenshots, where the matches between the accounts are visible) that would prove your statements. Please, feel free to send it to my email address natalia.b@casino.guru.

I'm looking forward to getting more details for you. Thanks.

Regards,

Natalia

We would like to ask the 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’ which may negatively affect its rating.

Dear rmills151515, as you can see the casino stopped answering our questions. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia