New Funclub Casino - Player's withdrawal is delayed.

DO NOT DEPOSIT YOUR MONEY!!! THEY WILL NOT PAY YOU! It's been a month ,and they still haven't paid me a very small withdrawal.

SCAM! They even use gaslighting to try to cover it up. Do not trust them.

Dear jk3303448,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is an unusually long time.

However, 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

They have told me multiple lies explaining why I haven't been paid . One being that they need a recent utility bill. Well, I've sent several utility bills with no response. It's been a month! No one will want to do business like that

Thank you very much, jk3303448, 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 jk3303448 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 this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

jk3303448’s withdrawal request is requested from the winnings on a welcome-chip. And, the same is under processing and still awaiting completion of KYC (know your customer). We are still awaiting player to share a valid utility-bill issued within the last 90-days to confirm the address on the customer profile. And, the letter from the power company shared by the customer shows an entirely different address. Hence, the KYC is still pending and the withdrawal will be paid only upon completion of KYC.

Thank you for the update. Dear jk3303448, we would like to ask you to please provide a valid utility bill issued within the last 90 days to the casino to confirm your address. Thank you in advance for your cooperation.

I have sent my electricity bill to them several times . I will send it once more, but they are lying. They have received my emails, and are simply not paying.

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. The casino has stated the following:

It’s not a bill. It’s a reminder to the final notice for payment from the power company and does not show the date of issue and there’s no consumption / usage mentioned in the bill. Hence, the document is not acceptable as a valid utility bill.

Dear jk3303448, I would like to ask you to please provide a valid utility-bill.

Thank you in advance!

I'll send one this morning, once more. This is laughable! It's peanuts. I had basically forgotten about it....I'll verify when sent

Sent out full detailed electric bill this morning to new funclub banking, ad well as support.

I wonder what they will try to come up with next

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 jk3303448, even though the casino seemed to be willing to try to resolve this issue, they stopped responding to our messages and communication.  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