New Funclub Casino - Player's large withdrawal amount was reduced.

I received a $50. free chip, i played for a long time and was winning. I played it up and down and took a break for something to eat

, i was at aprox- $650 usd i think. I went back in and my account was at $99. usd, i contacted support and was told my playthrough had been met and their system automaticly deducts the money when it is met. I contuned playing and built it back up to $1894.59 so i decided it was cashout time, went to withdrawl page and cashed out $1800 usd with no problem they even deducted $30 off my remainder for a servic charge for processing. Four days later i went back to see if it had been processed yet and on the withdrawl page it said it had been rejected because my amount of $1765.41 usd did not equal their base withdrawl of $0.00 usd ??? At this time i still had a current balance of $64.59 as well, and odd enough the 2 added together equal my withdrawl with the fee for a total of $1830.usd. Contacted support again and was given the run around with a bunch of bullshit, i presented my hard facts to them and was finally told if i had a dispute to take iy up with finance and they were closed as it was the weekend and promptly kicked out of the chat. Today i received an email saying my $100. usd withdrawl was approved and they would like to proceed as soon as possible but i had to do my KYC which i new i had to do. I emailed back saying there must have been a mistake as my withdrawl was $1800. usd and i would wait for the reply from them. I checked my account and found they had changed the numbers to $100 withdrawl and $64.59 current balance, they removed their $30 processing fee of $30 leaving me with an available balance of $35.41. I have waited the day to get a responce from then and received nothing. I didnt want to wait too long to contact your team.

Dear Cvill,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the casino’s Bonus Terms and this is what I found:

The Casino will occasionally offer Promotional Coupons as Free Chips.

The maximum withdrawal amount for any free chip given is $100.

For example, if you are given a $100 free chip and request a withdrawal amount of $500, you will only be approved for $100.

Do I understand correctly that you won $1894.59 with a free chip bonus?

Have you made any deposits in the casino?

Have you requested your $100 to be paid out?

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

Best regards

Veronika

Hi Veronika,

Im not totally sure what happened, i started playing on a $50 free chip. When they removed the Lets say $500 usd out of no where and support told me my play through was complete.......I took that as the bonus was over they took their money and were done with me. The support member offered me another $100 usd free chip because i was upset about them taking the money. I asked if there was a playthrough attached to the 100 they were offering me and he said yes of course there was. The support staff then told me i was best off to play the $99. i had left in my account and when my balance was at 0.00 to contact support and they would give me the 100. usd free chip. I went and played for quite some time and was able to build my amount to almost $3000. and played it down until i decided to cash out. As you can see in the documents i provided Casino Guru, they had no problem with the original cash out, when i went to check on it days later the numbers had changed and it was canceled for a rediculous reason, thats when support gave me the run around and kicked me right out when they had no answers, then the numbers REALLY changed when i was told they wanted to process my $100 usd cashout as quick as possible. I have not completed my KYC as i didnt want them to just process it and ship it out, case closed lol So no i havent went after the $100.

Thanks for any assistance possible

Cvill

Could you please specify if you made any deposits between redeeming several free chips from the casino?

I believe I did, support mentioned something about a deposit and bonus that were mixed and shouldn't have been. I also received a email recently about this subject and it mentions a deposit aswell. I can forward this email if you would like it. Thanks. Chris

Please forward any relevant communication between you and the casino to veronika.l@casino.guru. Thank you.

I have now forwarded to you any communication I've had with them about this matter. I believe my responce to them on the 19th is the final between us. Thanks. Chris

Please request your entire gaming history from the casino in Excel format and then forward it to me. My email address is veronika.l@casino.guru. Thank you.

I have sent you what I could get from new funclub. It's not much unfortunately, as you can see by their e mail in responce to my request, they refuse to send me any of my history. I had to use the history in my account page. They have removed entries from that log, they have it down to 5 entries and I know that's wrong!!

Thank you very much, Cvill, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Cvill,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask New Funclub Casino to join this conversation and share more information regarding the case.

Can you please explain how the player could have the bonus winnings capped twice?

Thank you.

Best 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.

Hi Cvill,

I wanted to inform you that since Tomas, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Tomas possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Tomas will reach out to you at the beginning of the upcoming week.

Thank you for your understanding and continued patience.

Hi Petronela

I totally understand and thanks for the update, i look forward to hearing from Tomas next week.

Dear Cvill,

Although the casino's response time has already expired, I am extending the timer once more to contact their representatives in the hope of a response directly.

I will keep you updated on any developments. I appreciate your patience.

Kind regards,

Tomas

Hi Tomas,

Thank you for all your help, I really appreciate it!!!!

Dear Cvill,

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

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

Hi,

As I checked with the payout team, player played on consecutive free bonuses, which is why as per the terms of the casino, the player is not eligible for a withdrawal.

Dear New Funclub Casino representative, can you provide me with a betting history or similar evidence to prove your stance? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter, thanks for taking another look at my case. If they actually provide you with a bet history i would have to say they made it up as i provided all the bet logs that were attached to my account, and i had to get them myself as they refused to provide them too me. I believe i gave your team copies of the e mails sent back and forth where it shows what im saying. Thanks again and i hope we can get somewhere with them this time.

Cheers

Chris Villeneuve

Hi Peter,

Please check your inbox, I've shared the details with you.

Thank you for the update New Funclub Casino representative.

Dear Cvill, from the evidence provided by the casino it seems that you have in fact used multiple consecutive free chips. I would like to review your betting history too so I would appreciate if you could send it to my email. (peter.c@casino.guru) Thank you in advance!

Hey Peter

That should be with everything i sent you originally, I sent the bet history as well as the communications i had with new fun club. As i stated previously, the history i was able to get off of my account was very brief, it only had a very few things on it and i got it exactly where customer service told me too after they refused to send it to me. I just went to the casino and the max i can see back in my history is 31 days, so i guess a year later is impossible for me to get lol

I still wonder.....If i wasnt eligible for anything, why did they try to push through a $100 withdrawl in the beginning??????

Hi Cvill,

The system lets you request the payout. However, the eligibility of the payout is checked by the payout team.

As per them, you were ineligible as you played on consecutive freechips.

Hi New Fun Club,

You are incorrect, it was customer support that contacted me and I believe said " congratulations on your win, we would like to process your $100 withdrawal as quickly as possible. If you complete your KYC we would be happy to do so" something like that. That's when I asked what happened to the other $1700 and this all started. I refuse to believe any documents you supplied to casino guru as you went into my account and changed numbers and bet logs, when I when to "customer support" to ask about the changes, they would simply kick me out of the chat and refuse to answer any questions. I'm curious......did you happen to supply casino guru with chat logs regarding this matter, I'm willing to bet you didn't, I requested transcripts of most of our conversations and to my tremendous suprise I never received any just like when I asked for bet logs and was refused!! I find it very curious you waited over a year to respond to this matter if you are being so transparent and co operative why not do it when the matter happened and not over a year later. My guess would be you are counting on memories fading and any evidence being lost or destroyed......but that's just my guess.

Dear Cvill, the casino has provided me with evidence of consecutive use of free chips. While considerable time has passed since this complaint was filed the evidence provided supports the casino's claims and there is no indication of editing in it. If you cannot provide anything that would dispute the casino's claims we unfortunately can't assist you further. With the evidence in mind, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter