New Funclub Casino - Player's withdrawal has been declined due to the usage of a free chip.

It clearly shows that my withdrawable amount is $408 as I meant all the play through requirements however I am unable to withdraw the money. They said because I used my free chip which is money they claim is a gift isn’t real money and even though I followed the instructions and played through as required I am still unable to withdraw my money.

Dear pallantesandra1,

Thank you very much for submitting this 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.

Has the customer support informed you that you may withdraw a maximum of $100 or have you been told that you may withdraw nothing at all? Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru.

Could you please confirm if you passed the KYC verification?

Have you made any deposits into this casino?

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

Veronika

Dear pallantesandra1,

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 was told that I wasn’t allowed to withdraw anything at all. I haven’t made any deposits because every time I tried it declined it. I did pass the KYC verification

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

Veronica,

Thank you for your help and advice concerning this situation. It is greatly appreciated!

Thank you very much, pallantesandra1, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you pallantesandra1 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 the player unable to withdraw any of the winnings and what can we do to help resolve this issue.

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.

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:

Hello,

As I checked, the player redeemed consecutive freechips. As per the terms of the casino, winnings acquired from consecutive freechips is non-cashable. Which is why player's withdrawal was rejected by the payout team.

Dear New Funclub Casino representative, would it be possible to provide me with the betting history of the player to prove that this has taken place? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance!

Hello,

Please allow me some time to share it with you.

They conveniently closed my account so I’m sure they can say whatever they want now.

Hello Player,

As I checked, your account is still in an active state.

Please connect with the casino support if you're facing issues while logging in.

Hello,

I have shared the screenshot with you, please let me know if you've received it?

Thank you for providing me with the screenshot New Funclub Casino representative.

Dear pallantesandra1, the casino has provided me with evidence that you have redeemed consecutive freechips. As per the terms of the casino, winnings acquired from consecutive freechips are non-cashable, which is why your withdrawal was rejected. Due to the aforementioned reasons, this complaint will now be rejected. 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