New Funclub Casino - Player is facing major withdrawal delay.

I requested a withdrawal on 03/28/2024 of $846 and was told to take a $30 fee out of the balance and I did and had to make another request for the amount of $816 which I did. I have emailed and chatted numerous times since the date above only to be told today that I needed to send in all my documents which I did as I did on 03/28/2024 and numerous times thereafter to 4 different email addresses that Customer Service told me to send the documents to. They have not even told me that they did not have my documents which I knew they did cause on my end all my emails sent. I was told today again by customer service to wait another 24-48 hours so my account can be confirmed. I also called the phone numbers provided to be told that my documentation has been received and verified and it is strange every time I called CS I got the same CS rep hmmmm??? I'm being told so many different things by all the customer service. reps by phone and chat.

Dear Cij196207, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your identity documents been approved by the casino?

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, 

Veronika

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.

Dear Cij196207,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.