New Funclub Casino - Player has not received his withdrawal

I submitted a withdrawal request, which was confirmed received by Silveredge Casino on June 9th. The next week Silveredge Casino was no longer operational in my jurisdiction , and I could no longer access account . I was informed my account is transferred to Newfunclub.

I have since followed up

numerous times with both Casinos but have not received any specific information back regarding my withdrawal request. Attached are copies of some related correspondence from casino.

The only communication I’ve received recently is an automated generic message indicating balances from Silveredge accounts should be available "shortly" in newfunclub.

I still have no information as to whether my withdrawal was approved or even any acknowledgment from newfunclub that they are processing it.

Dear dmm222,

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. Do you already have access to the account in the new casino? Could you please clarify if your balance was transferred?

Have you accumulated your winnings with or without an active bonus?

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

Hello , I appreciate your response.

I do have access to the new Casino and

I have confirmed as of this moment the funds have not been transferred to my account at Newfunclub.

I do not recall whether the balance originated in full from a deposit, a mixture of deposit and free spins , etc however I did follow what I understood to be the rules of the casino and the wagering requirements prior to submitting the withdrawal request.

hope this is helpful and I do appreciate your assistance.

Daniela

Thank you very much for your reply, dmm222. Before we contact the casino, 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.

Dear dmm222,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Kristina

i have sent you an email with "Casino Complaint ID:76795" as the subject heading. Hopefully this helps.

thanks

DS

Thank you very much, dmm222, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello dmm222,

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

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

Dear New Funclub Casino,

Can you please provide an update on the status of the player's withdrawal?

Thank you.

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.

Dear dmm222,

I have tried to contact the casino repeatedly but had no success. 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,

Tomas