New Funclub Casino - Player's withdrawal is delayed due to verification issues.

Signed up and received the $125 freeplay and managed to make it through the $7,800 playthrough and still have enough to make my $100 max withdraw. Requested my withdraw and it was approved was told I needed to send in KYC documents, and did the next morning and haven't received an Email since. Been chatting and calling every other day to get updates and just get told the same line since I'm a non deposited they can't access my account and to wait 24-48 hrs and that the banking team will be in touch. And now its almost a month layer and still no email back from the banking dept about my kyc verification documents I sent and the customer service just repeats itself saying to wait for a follow up

Dear jmanke713,

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?
• Have you been asked to place a minimum deposit to verify your payment method?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one 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

Yes it is still pending, (approved but waiting on KYC verification documents) and was told to submit my KYC documents which I did and never received any email back just keep getting the same response that since I'm a non depositor they don't have full access to my account and that the banking team will reach out to me in 24-48 hrs. Which it's been since April 8th and is now May 8th and still no response from their banking team. They're customer service says in order for them to see and have full access to my account I would need to make a deposit, but they apparently can only see so much since I'm a non depositor. I canceled the request and re-submitted it again hoping maybe it will trigger it and get the ball rolling.

Thank you very much, jmanke713, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear jmanke713,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite New Funclub Casino representative to join this conversation.

Dear New Funclub Casino,

Could you please provide us with a clarification regarding this case?

Thank you in advance,

Mirka

Hello,

As per the update from our banking team, they wrote an email again to the player asking for the documents for the withdrawal on 05/06/24.

Player is required to reply to that email by submitting the documents, so that the verification can get completed and the withdrawal process can proceed further.

I Have uploaded all the necessary documents numerous times and sent emails asking why they haven't been verified and never have gotten a response back

Dear New Funclub Casino,

Could you please clarify, if there is any problem regarding the submitted documents?

Thank you

Hello,

Please share the documents required for the withdrawal over at banking@newfunclubassistance.com and please mention support@newfunclubassistance.com in cc.

NewFun Club i sent it over exactly how you asked for the 5th time it's sent again

Dear jmanke713,

Have you seen any update in your verification process?

Nope no reply back to the email I sent them

Dear New Funclub Casino,

Have you been able to locate the players' submitted documents?

Hello Mirka,

As per the update from the withdrawal team, they still haven't received the documents. They have exceeded the time for player furthermore.

Dear jmanke713,

Please feel free to forward me the e-mails with documents sent to the casino support, so we can try the find out, what the problem is.

Dear jmanke713,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.