Funclub Casino - The player struggles to withdraw his winnings.

I tried to make it withdraw. They said it was being processed as soon said that it couldn't be processed and to look to my account for the reason. The only thing wrong I see I met the wager. They said none identifiable. I d something like that but they have two correct files and i've emailed a multiple times and they haven't responded you can have those emails. Last email attachment was me asking what the problem was with no response.

Hello djctcom13,

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

arch 2nd I sent my drivers license pictures front and back for ID authentication.

March 3rd I received an email stating the withdrawal was canceled.

March 4th I asked what the issue was and what did they need. I never received a response after I sent the last email.

They credited $500 back to my account from a no deposit bonus and gave a vague reason in the email that I either didn't meet wagering requirements which it shows I did or a few other things which I couldn't get a response on to move the process along.

They won't talk to me unless maybe i'm depositing a large amount would be my guess. I lucked out and got through the wagering requirements and that's where it's at. I believe I sent you pictures of the sent emails back and forth one from them two from me.

Thank you djctcom13 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello djctcom13,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Funclub Casino to join the conversation and participate in the resolution of this complaint.

Dear Funclub Casino,

Could you please provide some information regarding the player's rejected withdrawal request?

Kind regards,

Tomas

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.

Hi Tomas and djctcom13,

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." And, since the requested withdrawal is on a Welcome Bonus there's no option, in this case, to delete other accounts and make the request again.

Dear djctcom13,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we reject this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts and using no deposit bonuses.

The casino acted correctly and within its terms and conditions.

Sorry that we couldn't 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.

If you are not satisfied with the complaint resolution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you for using the Casino Guru complaint resolution centre.

Best regards,

Tomas