New Funclub Casino - Player is locked out of his account.

 fanclub casino won't let me in. I won 1000 dollars there and I can't login now and customer support I can't write their live agent. I email them no response. They are screwing me out of my winnings

Dear Broncos10101,

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. Could you please advise if you passed the KYC verification before the casino blocked you?

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

Do I understand correctly that you have not received any explanation from the casino regarding the blocked account? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

I have emailed them several times but no attempt back has happened they have not responded. I had not don't the verification yet as it was my first time there. It was their 100 dollar chip promotion they had going on. I have screenshots of my account showing my 1000 dollars as my own. Yet I never got it.

Thank you very much, Broncos10101, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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 Broncos10101,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite New Funclub Casino to join the conversation.

Dear New Funclub Casino,

Can you please provide information on why is the player not able to log in to their account?

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 Broncos10101,

Just to give you a quick update. I'm in contact with the casino representative and we are discussing your case. I am awaiting further evidence from the casino. I will extend the timer for additional 7 days.

Dear Broncos10101,

Just to give you a quick update. I've been informed by the casino rep that a new person should be able to help us with your complaint. I have reached out to them and I'm awaiting a response.

I will extend the timer for additional 7 days.

Dear Broncos10101,

Although I'm in contact with the casino representative, I have not received any valid explanation or proof for the blockage of your account yet. I understand that your complaint is open for a while now, but without the required info I can't move with your complaint further.

I can only ask for your patience at the moment and hopefully, I will receive the required information from the casino team soon.

Due to the absence of any response from the casino pertaining to the matter, we are left with no choice but to mark the complaint as 'unresolved'. We genuinely wish there were additional avenues for us to pursue. Regrettably, lacking the casino's collaboration, our ability to mediate and facilitate a resolution to this matter is limited. It is worth noting that the casino retains the option to revisit and address this complaint at any point.

Thank you for your understanding.