New Funclub Casino - Player’s account delays verification process.

I was fortunate enough to win a small amount of money playing at this casino. However, the account verification process, or the lack of one, is absolutely terrible. I’ve sent my info to this casino four times, and have contacted their customer support many times. They’ve had my info for nearly two months, and I still get the run around. I will attach screenshots of their agents asking me to be patient, and that they’re banking department will be in contact in 24 hours, or two to three days, I guess it depends on what mood they’re in. Meanwhile, I’m getting notifications from the dark web that my personal information may be compromised. Pretty suspicious if you ask me. I just got off of chat support where once again I was told to be patient. In my opinion, this is theft of personal information, as well as fraud.

Dear wg5200,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with New Funclub Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise which documents you submitted for verification might be causing the issue?

When have you requested the withdrawal of your winnings? Is the request currently pending on your account?

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,

Tomas

Dear wg5200,

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.

I submitted the following documents. My drivers license (ID) front and back as well as a picture of myself holding said license. I also sent them a copy of my bill from my internet provider with my address clearly shown. I put in for a withdrawal nearly two months ago for close to 100 dollars via Bitcoin. My initial request was denied as my account had not been verified, however upon sending my documents to their banking department, I had placed another request for the same amount and that withdrawal request is still currently pending. Thank you very much for your assistance in this matter.

I understand your frustration. Could you please advise when have you requested a withdrawal again from the casino?

I'll await your reply.

Dear wg5200,

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.

I put in a withdrawal request over two months ago now. When I ask them about it, they always tell me they’ll escalate the situation and take care of it in a day or two. Nothing is ever done.

Thank you very much, wg5200, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of New Funclub Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello there,

Thank you wg5200 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask New Funclub Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

Thanks guys!

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,

Peter

We’ve reopened this complaint at the request of New Funclub Casino. We received the following message:

Hi,

As I checked, the payout team had to cancel the withdrawal request as the player failed to submit the documents required for withdrawal verification.

Dear New Fun Club representative, can you let us know why the player has failed to provide the documents as they have told us the following in the complaint:

I submitted the following documents. My drivers license (ID) front and back as well as a picture of myself holding said license. I also sent them a copy of my bill from my internet provider with my address clearly shown. 

Thank you in advance!

Hi,

From the update I've received from payout team's end, they haven't recevied any documents sent from player's end.

Could you please confirm the exact email address player has submitted the documents to?

Dear wg5200,

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.