New Funclub Casino - Player’s winnings considered as 'non-cashable'.

While playing at NewFunClub casino, I made a $50 deposit. After winning $685.53, I decided I’d start a withdrawal to play it safe. I left money in my playable balance to continue playing however. When I got below 50 cent, I decided to cancel my withdrawal to play some more like the email stated I could do after submitting the withdrawal request. I did this about 4 more time after winning more money and the playable balance getting low. The next morning I received an email stating that my withdrawal would only be approved for $685.00 (which was $.53 less than the cancelled request) vice the $1710 pending request. The balance on the website was even reduced to $653.00. I then canceled that withdrawal and the full $1710 was returned to my playable balance. I then proceeded to win another $1300 and cash out for the max daily limit. I then contacted customer service to verify and was told that once I submit a withdrawal request and cancel any winning is considered "non-cashable". So I’m able lose but not gain I proceeded to ask. They essentially said yes, players decide to do that for fun. I also asked where this was written in their terms and conditions and was told it wasn’t in there. When I asked how was I supposed to know this was they case the reply was to reach out to support prior to cashing out. However every time I reached out the representative said to get in touch with my account manager, who was unavailable. I believe I deserve my full payout as nothing was mentioned in their T&C, nor did they make me aware through chat.

Dear Savage2121,

I'm sorry to hear about the issues you've encountered with New Funclub Casino. To assist you better, could you please provide more details on the following:

• Could you please advise if you activated any bonus when placing your initial deposit of $50?
• Did you receive any written communication from the casino regarding the "non-cashable" nature of winnings after withdrawal requests are made and canceled?

Your cooperation in providing these details will help us investigate and work towards a resolution.

Additionally, if you have any relevant communication or screenshots related to this issue, please forward them to petronela.k@casino.guru.

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

Best regards,

Petronela

Good Day,

My deposit of $50 was without any bonus code. I was not made aware that cancelled withdrawal request would result in additional winnings being considered non-cashable until I called to inquire when my original $1710 was reduced to $655.

Hi Savage2121,

• Could you kindly provide a screenshot of your cashier history displaying a deposit of $50?
• Additionally, could you specify when you made this deposit?

Thank you.

An email with the information has been sent to petronela.k@casino.guru.

Hi Savage2121,

To summarize:

On February 28th at 2:35 pm, you made a deposit without activating any bonus.

Afterward, you accumulated €685 but canceled the withdrawal and continued playing.

Unfortunately, it appears that Comp Points were activated in your account not long after.

• Could you please clarify what your active balance was when you made the deposit of $50 on the 28th?

Thank you.

My balance at the time of the deposit was below $1. The comp points were redeem after I was told that my withdrawal was set to the original withdrawal amount of $685.53.

Thank you very much, Savage2121, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. 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 Savage2121,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, I noticed a coupon for "BLUE100" has been redeemed on your account, can you please clarify what that is?

We would like to invite New FunClub Casino to join the conversation and participate in the resolution of this complaint.

Dear New FunClub Casino,

Can you please provide further insight into the situation?

Kind regards,

Adam

Hello Adam,

The coupon you're referring to "BLUE100" is a freechip.

Regards,

NewFunclub

Good day,

The BLUE100 was redeem after I was told the withdrawal request was capped at $685 and the remaining $2315 was lost on the site. Funds were not mixed at all, the concerning issue was the fact that I was told that once a withdrawal is requested, you cannot cancel the request and win more money. That request locks the original amount in but it’s not mentioned in the T$C. This gives false hope, not knowing you can’t cash out any more but can lose all you’ve won.

Hello all, thank you for your responses.

Dear New FunClub Casino,

Can you please further explain the rule that has led to the player's winnings being reduced?

Kind regards,

Adam

Hello Adam,

As we checked, the player requested the withdrawal of $685 initially, then redeemed the comp points and started placing bets on the comp points. After that player cancelled his withdrawal of $685 and then started a cycle of requesting and cancelling the withdrawal. As player mixed the wagering of two different funds, the banking team cancelled his withdrawal request due to mixed wagering.

Regards,

NewFunclub Casino

Good afternoon,

No funds were mixed as I ensured that my balance was at $0.00 before canceling my request. What I was told from NewFunClub was that once a withdrawal is requested, it’s locked and the reason for that was because players could just keep canceling when their balance got low and also was told that’s how the "system" works and they do not have the ability to change it. I then asked where that written in their T&C’s and the response was that "it’s not in there". They did pay, but it took 16 business days to do so and numerous call and chats. I was also charged a processing fee for the bitcoin withdrawal even though I was told to be assured that they would be waived. Great games, slow payout and a lot of being told to wait.

Dear NewFunclub Casino,

Could I ask you to provide us with the player's gameplay/betting history, please? It can be sent to my email, adam.m@casino.guru.

Kind regards,

Adam

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 Savage2121,

I have received no further response from the casino. 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,

Adam

This complaint has been reopened at the request of the casino.

Dear Savage2121,

The casino states that you have received the payment, can you please confirm this and that the matter is resolved?

Kind regards,

Adam

Dear Savage2121,

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.