New Funclub Casino - Player experiences delayed withdrawal.

I initiated a withdrawal over a month ago. It is my second withdrawal with this casino so everything is already approved and my account is in good standing. This was money won from my own deposit with no bonuses tied to it. The first withdrawal I had went smooth so I figured the site was safe. They then told me that they couldn’t pay out the full amount for a number of reasons and that I’d need installments but never gave dates. They have since paid me only $470 of my $3000 and $30 was deducted as a fee even though crypto is advertised as no fee withdrawals. The customer support keeps running me in circles telling me the banking team is the problem and to wait but I’ve been waiting for over a month and have had no real confirmation of anything. They have my approved KYC and everything else so hopefully coming here can provide some resolution. They’ve partially paid me so I have hope they will pay the remaining amount. I guess it’s my fault for trusting these sketchy site but hopefully someone can help out. Username on new fun club is : Cohearn

Dear Cpat18,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

When did you receive the last successful withdrawal and how many days did it take to be processed?

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

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

Best regards,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

attached is a photo. The first withdrawal I ever made took 12 days. This withdrawal was initiated on march 16th and the support assured me it would take no more than 7 days for my full payment. They then lied about some "internal errors" and a third party payment processing error. They then told me that I could only get paid in installments but gave no schedule. They sent $500 2 weeks ago and not a peep since. The support constantly lies and just keeps telling me to wait longer and longer. It is "approved" currently and has been for a month. They have all my docs approved they are just being reluctant to pay me or provide any info as to when I will be paid. The only thing they do is blame the "banking team" who will "reach out to me" but they never have once and it’s been a month.

Thank you very much for your reply, Cpat18. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi, all of my communication is in their chat on the site or via phone call. They keep telling me to wait and are blaming the payout team but always come up with excuses. Please help.

Thank you very much, Cpat18, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Cpat18, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite New Funclub Casino representative to join this conversation. 

Dear New Funclub Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hi Katarina,

The third party payment company that we are coursing these payments through throttled the account for some of our players. We apologize for the inconvenience and will try to get the full payment out faster than the agreed upon schedule.

Regards,

NewFunclub Casino

Thanks NewFunclub Casino for the update. Please keep us updated on any new development.

This excuse is one of the many that I have been hearing. They said it was delayed due to internal audit. Then delayed due to system issues then just no update at all. I even had my host tell me they would no longer be helping me with this withdrawal (Austin). I am getting a bit annoyed with the excuses.

We apologize for the inconvenience, please rest assured, we'll try our best to get the full payment out faster than the agreed upon schedule.

Yeah I received a false promise that I would get my payout by today from a VIP account manager. Still no word just false promises. What is going on ?

Dear NewFunclub Casino,

is there any new information regarding this case?

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.

Hello Katarina,

Our withdrawal team is in constant communication with the third party payment company and they are working to fix the issue.  We apologize for the inconvenience and will try to get the full payment out faster than the agreed upon schedule.

This excuse has been given for 2 months straight. I have a hard time believing that this is legitimate. It’s a simple crypto payment. Please do not believe this fake excuse.

There was no agreed upon payment schedule. These guys are liars and scammers and I hope they get shut down. I’m still being told to "wait until next week" every single week. I’m all out of patience and will stop at nothing to shut them down if they don’t pay

Dear NewFunclub Casino,

thank you for the update.

Dear Cpat18, 

I understand your frustration and impatience. Unfortunately, these kind of problems usually take longer then anticipated. Let's now wait little longer for the payment to arrive. Please keep checking your crypto wallet and if you see any changes, let us know. If anything unexpected happens, do not hesitate to contact us.

Dear Cpat18, 

are there any news regarding this case? Have you received your funds, please?

I have not received the money yet they keep making excuses saying their bitcoin isn’t working.

Thank you Cpat18 for the update.

Dear NewFunclub Casino,

is there any new development regarding this case? When can Cpat18 expect his funds to arrive, please?

They told me because I stopped depositing they wouldn’t pay me and that I needed to play and then also blamed it on their "technical error" to me that is insane. Obviously I’m not going to deposit if I’m not sure they will even pay out my winnings.

Please help me get this payout it’s been over 2 and a half months.

Dear Cpat18, 

We have received email communications from New Funclub Casino. We are actively working on resolving this case outside the complaint thread. I will keep you updated. 

They keep making up excuses

Can I please get an update, the fact that this is taking this long is really not cool. Seems like this company has a track record of stealing from winning players.

Hi, I am requesting an update as I need this withdrawal to go through. Please please please update me its been a few months now and I’m really needing it.

Dear Cpat18, 

I am currently waiting for the casino representative to reply to my message. I let you know as soon as I hear back from them.

What’s the success rate on these getting resolved we are talking about over 2.5 months and no payout yet. I’m starting to think there’s no hope. Please just have them pay me or is there a way to legally go after them for failing to payout?!

Dear Cpat18, 

unfortunately I do not have any statistics on hand about the success rate of the cases like that. Please rest assure I am doing all I can to solve this case in a reasonable time. I understand your impatience, since it has been going on for longer than anyone would have liked.

Hello,

As per the update from the banking team, the payout is expected to be completed between 15th -20th of June 2024.

Thank you NewFunclub Casino fort he update.

Dear Cpat18, 

We will now wait for the funds to arrive. I will set up a timer for 10 days. In case you receive your withdrawal sooner, please let us know.

Yeah I feel like they are lying here again. I checked in Sam an account manager who has notoriously lied about the payouts and he wouldn’t confirm the June 15th -20th he said that was the expected date but that it probably won’t be fixed or paid. They are saying it’s a technical issue but that’s insane that for 3 months they have this same issue. These guys feel like scammers. Hopefully they actually pay but I doubt they will. Thieves. Please help me get this payout. I highly doubt I’ll see the $ by the 20th.

Where’s my withdrawal?

Dear Cpat18, 

the casino has one more day to process your withdrawal. Let's wait little longer, please.

I don’t think they are going to, I spoke with them and they didn’t seem confident, they just said it might happen this month

Hi I am receiving no updates from the casino and they won’t share any details. It’s now the 19th and no payout. One person said " oh maybe by the end of the month" please help me get paid

Katarina, thankyou for your help with this. I’m curious if you have any history with this casino and what the success rate of these concerns are. I’m really praying that this withdrawal can be finalized soon but I’m reading a lot of things online that make me nervous about getting paid out. Do you have any past cases similar to this that were resolved and the player received their funds with this casino?

Hi Katrina, no payout as of yet. Austin the host is helping me. So far he has been the only one showing genuine interest in trying to help me so hopefully him being back from leave will help me get the payout. Fingers crossed. And thankyou for your help as well. I’m praying we can get this payout settled and I keep getting guaranteed that they will pay but no time frame or date just guesses and estimates. Will update if I hear anything else

Hi Katrina, I spoke with Sam just now and he confirmed my suspicions that it is not a payment processor issue. They do not want to pay me because while waiting for my payout I have not been making frequent deposits. I have made 1 deposit about two weeks ago. They made it seem as though they wouldn’t pay me unless I basically was depositing money so I have to pay them in a sense just to get my winnings out. As a player it makes no sense for me to deposit when I’m not sure that they will pay me any winnings. I also do not have the ability to deposit on their site anymore. It is all very concerning but I have made it very clear to them that if they paid me my payout I would return to the site and play more once my withdraw processed. I do not expect that I will have the payout in the time frame they stated as it is the end of the day and it’s the 20th. No payout received.

Dear Cpat18, 

thanks a lot for the update.

Dear New Funclub Casino,

can you please elaborate why the withdrawal has not been processed yet? According to your previous message, the withdrawal was supposed to be completed by the 20th of June.

Still no update as of Friday they just said that they couldn’t help me until the other host Austin was back. Host Sam says he can’t help me do anything or answer any of my questions about the withdrawal which is wild to me. It sounds like they are stalling.

this is an update from support but not from account managers. I’m hoping this is true and the payout will come soon.

Dear Cpat18, 

thanks a lot for the update.

Let's now wait for the casino's reaction.

attached are some updates regarding this payout from the casino. I am not optimistic that I’ll get it by end of week as they stated but maybe I do. Fingers crossed. Let me know if they communicate to you at all or have given you any updates!

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.

No payout was received yet, I’m really praying that the casino will pay me out. Please let me know if we hear anything from them.

This is the latest update from the casino. They said the payment was declined by their processor due to the amount and now they have to get approval from the payment processor to release the payout in full for $2500. They say that it will take a week for the approval and that once received it will be sent. Estimating July 8th or 9th. I’m hoping this is true and they guaranteed the payout by then per the chat screenshot.

Dear Cpat18, 

thanks for the update. I am communicating your case outside this thread with the casino representative. Once I have any news, I will share them here. In the meantime, please remain patient.

Hi,

Thanks for waiting, please allow me some time to check and update you further on this.

I appreciate your patience.

How much more time could be needed when it’s been 4 months

Dear New Funclub Casino,

thanks for your reply. Can you please explain what is going on with Cpat18 withdrawal, please?

According to the casino representatives the withdrawal should be processed. I pray this is true.

Thieves and scammers. No update and no withdrawal

Hi,

As per the update from banking team's end, they are working on transferring the funds to your account.

I appreciate your patience in the matter.

Can I get an actual estimate these constant delays are quite suspicious and I’m very confused and concerned as to why the fund have not been sent in over 4 months

Dear Cpat18, 

thanks for your message.

Dear New Funclub Casino,

This complaint was firstly opened in April and since then this case has not progressed at all. I would like to inform you that in case you do not process this payment within 7 days, I will close this complaint as unresolved and therefor you will see a decrease in your casino's rating.

Casino told me to wait for 10 days after telling me to wait for 10 days last week. They even just said that my account was under "review" after they sent the first $500. My account is completely legitimate snd I’ve broken no rules. It seems like they are just making up excuses.

Hey so I spoke with them and they are asking for 10 days more. They just told me that back when they released $500 they put my account under review. Why they did that is a mystery to me and they didn’t share why. And one of the support agents basically told me off and said he’d stop responding because I was hammering them with questions. To me it seems like they lied about the technical issues and by them saying my account was under review just now tells me they might have known this and not shared the info because they’re holding my payout. It may be delusional for me to think they will payout but the host keep assuring me I’ll get my payout. Really I am not sure I will but I pray I do. We will see what happens in 10 days I supposed. I’m not sure what to believe and what not to believe with them but host Austin says he’s going to help me but who knows. Fingers crossed. I’ll keep you updated but don’t think they payout before the timer for you to close this case is out.

Dear Cpat18, 

thanks for the update. I am sorry for the situation you have to deal with. I believe we did everything we could to get your money and the amount of time we have given to resolve this case is actually absurd. New Funclub Casino has few more days to process the payment. Otherwise, because of the quite high amount of money, they will see a huge decrease in their rating.

Let’s hope they process the payment but dealing with them has been absolutely a terrible experience thus far. Thankyou for trying to help and if for some reason they end up actually paying it out I will let you know. I’ll be taking action against them for crypto securities fraud and running an illegal gambling operation if the payment is not processed and will hopefully have not only this site but many others they run closed for good and the people responsible reprimanded.

new fun club casino,

process the payout or I will be launching a full investigation into your site, your sister sites, your operations and every single aspect about your casino. Even under no direct jurisdiction it is illegal to operate a fraudulent operation and scam people of their money and I will do everything in my

power to shut down and go after this site and the many other scam sites you run. I was the wrong person to cheat and will make sure no one else is cheated in the way you have cheated me. Send the payment.

Dear Cpat18, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’. This casino had more than enough time to proceed with some type of action, but after repeatedly calling out this casino's lack of response they still did not react whatsoever.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, 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. 

As you might know, New Funclub Casino received a ‘3.7 very bad reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.

We received an email from Cpat18, confirming that the casino has disbursed the funds.

Thank you, Cpat18, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint 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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Katarina