New Funclub Casino - Player’s withdrawal has been rejected.

I signed up with this casino and received a no deposit bonus of $100 with a playthrough of $6,000. I got through the playthrough and requested a withdrawal of $100 and it has been declined twice due to "mixing funds". I redeemed $5 in comp points after submitting that withdrawal because after going thru there terms and conditions and bonus conditions, it didn't say anything about comp points being something that is considered mixing funds. But here's the kicker, I never received the money from redeeming my comp points. I even chatted with support about it and they couldn't do anything about it. So I said okay whatever it was just $5. But even though I didn't get it, that's the reason they denied it. Now, when I submitted my first withdrawal, I was wanting to do a deposit match bonus and deposit because i still wanted to play. So I got on chat to be able to do that even though, on my end it wasn't allowing me to. I spoke with 2 different chat agents that were allowing me to do that, which is considered mixing funds, but yet they keep denying my withdrawal for $5 I did not receive. A support chat guy even told me that I needed to message them if I wanted to make a deposit while having $5+ still in my account so that I avoided mixing cash and bonus balance. I wound up not depositing. I went thru every term and condition on there website and there is nothing on there that states what they are saying. I have had 3 tickets created and no one has reached back out to me to help. No one has sent me any emails except to tell me it was denied because the comp points. Everytime I respond, I get nothing back. Now when I chat with support, they tell me they can't look at things pertaining to my withdrawal because I haven't made a deposit yet. So here I am, $135 still in my account, no one reaching out to me, and my withdrawal still being denied over $5 I didn't get.

Dear Bre8694,

Thank you very much for submitting your complaint and for forwarding the relevant communication. I’m sorry to hear about your problem. Could you please forward a screenshot of your bonus history to petronela.k@casino.guru? Was your account successfully verified already?

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

Best regards,

Petronela

I sent you an email. Thank you so much.

Thank you very much, Bre8694, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.  

Thank you Petronela. I appreciate everything y'all are doing.

Hi Michal. If there is anything else I can provide please let me know.

Thank you,

Breanne

Hello Bre8694,

I'm Michal and I have taken over your complaint. I have checked the casino T&Cs and found this:

"Winnings derived from free spins that originated from a different game session or from an alternate source of account balance (e.g., start free spins with a deposit bonus and then switch to a deposit) are considered mixing transactional balances and therefore will not be honored. If the mixed transactions involved a real money deposit, then the value of the deposit can be reset to zero after consulting with customer service."

It looks like New Funclub Casino is a brand new casino and we are still working on the review of this casino, so I can't guarantee that the casino will be responsive to us, but I will try to contact the casino to see if I can help.

We would like to invite New Funclub Casin to join the conversation.

Dear New Funclub Casino,

Can you please shed more light on the situation? Why was the player informed by your live chat operators that the "mixing funds" are allowed?

Thank you Michal.

I've never made a deposit and have only used one bonus. All my winnings have derived from one thing, and that was the no deposit bonus that I got for signing up.

Thank you for your help.

Dear Bre8694,

Thank you for the clarification, now we have to wait for the response from the casino.

Hi Michal,

Quick update. I submitted my withdrawal again and it was denied, again. Still can't get in touch with anyone and they took every last penny from me.

Hi Michal and Bre8694,

After reviewing the complaint we checked the player's history. We found that the withdrawal requested was on a welcome chip of $100. The player redeemed her 500 comp points for $5 while wagering on the welcome chip. This resulted in mixed funding in the account. So as Michal pointed out:

"Winnings derived from free spins that originated from a different game session or from an alternate source of account balance (e.g., start free spins with a deposit bonus and then switch to a deposit) are considered mixing transactional balances and therefore will not be honored. If the mixed transactions involved a real money deposit, then the value of the deposit can be reset to zero after consulting with customer service."

This is the main reason why the withdrawal is not possible, I checked the conversation with our CS team and they didn't mention that mixing funds was allowed, but that while she was waiting for a response on the withdrawal (from the free chip) she could make a deposit.

So then you saw where your support chat, 2 different people, said yes I could? Because here are all the messages where they're allowing me to. In fact, they're helping me. Also, you have not answered any of my emails, you refuse to see the proof I have of not receiving those comp points. But if you went thru the chats, you would see how I contacted support about those missing comp points. But again, attached to this is once again, the proof of your staff allowing and helping me. The first chat agent was going to wait in the chat for me to make my deposit then come back in the chat to let her know so that she could attach my welcone match bonus. Attached is proof of that conversation. Point blank, your refusing my withdrawal for comp points funds I never received? My account shows where they were redeemed but it also shows where my balance didn't change because i didnt get them.

Thank you all for your responses.

Dear New Funclub Casino,

As the player mentioned the $5 comp points were not credited to the player's balance, so I can understand that the player was under the impression that the balance was zero when they claimed the no-deposit bonus, so actually they were not aware that the potential mixing of funds occurred. Additionally, although the player wanted to make a deposit, it was not done, so the balance on their account is "just" from the no-deposit bonus, and as the $5 comp points were not credited, and not sure how the mixing funds could have been done. Can you please double-check this? Can you please forward me the full player log and account history to michal.k@casino.guru

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 Bre8694,

I'm sorry for a bit delayed response, but I was waiting for the evidence from the casino.

After reviewing the evidence it was determined that your casino account was indeed credited with the $5 from the converted 500 comp points. I checked the conversation between you and the casino's CS team and they didn't mention that mixing funds was allowed. They informed you that it is OK to deposit while you waiting for a withdrawal, not that you can mix the funds. I can agree with you that this situation is a bit confusing and it might get you the impression that you were allowed to mix the funds, but unfortunately non of your questions was regarding the mixing funds, and non of the responses from the CS team was in regards that you are allowed to mix the funds.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. I can only recommend that you read the bonus T&Cs thoroughly and double-check all the information clearly with the support before you activate any bonuses to avoid disappointments like this. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal