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