New Funclub Casino - Player’s withdrawal is delayed due to prolonged verification.

I requested a withdrawal on 4/1/2024 and they have only given me the run around with verification of document's which has taken WAY too long. I want my withdrawal, on the website it say's 72 hour crypto withdrawal guarantee.

546822

Requested280.00 USD BTC Manual

4/1/2024

2:06:52 PM Approved for $310. Payout fees waived. KYC is awaiting. Email sent to the registered email address on casino account.Total Payout Requests: $ 310.00 USD (includes processing fees)

Dear Guitarguy23, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

Could you please advise which documents you have already provided and when exactly did you send the last one?

(1) I sent my bank verification. The last time was last week too the banking support email address.

Have you provided all the required documents as soon as possible and in the correct format? 

(2) Yes, everything was submitted on time etc.

Thank you very much, Guitarguy23, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. 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.

Hi Guitarguy23,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear New Funclub Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect KYC to be finished?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hi,

As I checked, the banking team hasn't received your bank statement, please share it over at banking@newfunclubassistance.com

Ok, the documents we're sent 22 hours after the above post to the email in the message.

Thank you for the confirmation, Guitarguy23.

Dear New Funclub Casino, let us know if you received a bank statement from the player and if it meets your requirements for verification.

Hi,

Thanks for waiting, please allow me some time to check and update you further on this.

I appreciate your patience.

I'll be waiting for the updates from you, New Funclub Casino.

Hello ,

Player has shared only the top portion of the bank statement and that too for July 2023, which is more than 90-days.

We require a full bank statement for the month of May ‘24 OR June ‘24.

Sent right now today the entire banking statement.

Thank you all for the updates.

Dear New Funclub Casino, please check if you have now received the requested documents from the player in the right format.

Hi,

As I checked, the banking team hasn't received the bank statement.

Sent again to the email, banking@newfunclubassistance.com. Please confirm this has been received.

Dear New Funclub Casino, have you received the document now?

Hi,

Please let me check and get back to you.

Dear New Funclub Casino, let us know if you have received the documents and can proceed with the verification. In case you don't have it, specify if there can be some other channels used: maybe the player can use another email address or send it to me and I'll forward it to you directly.

Hi,

As I checked with the payout team, they are still waiting for the bank statement from the player.

Requesting the player to share it in PDF format over at banking@newfunclubassistance.com and mention support@newfunclubassistance.com and viphost@newfunclubassistance.com in cc.

Dear Guitarguy23, please try to send your bank statement again in the correct format to the emails listed by the casino representative.

I'd appreciate if you could then forward the email to me, too (at natalia.b@casino.guru)

Ok, all document's sent in PDF form to all the email addresses above. Full bank statement, THAT IS RECENT ON FILE. Please give these requirement's sooner. This payment is more than month's old. There should had been verification.

KYC should be looking at how these people collect there document's when they take so long too verify. I want the KYC transpondents on what is not being accepted.

Dear Guitarguy23, let me comment on your bank statement. It looks like a printed-out version, some of the transactions were crossed out with a pen, and then the document was scanned and converted into PDF. I assume that by PDF form the casino meant an original PDF document that you can download from your online bank account/app or email your bank sends you.

Anyway, I'd like to ask New Funclub Casino to confirm if they received the bank statement and had time to review it.

Hello,

Please let me check and get back to you.

Let us know the updates, New Funclub Casino.

Hi,

The payout team has received the bank statement. However, it seems to be modified or forged as per them.

Requesting player to share the original copy of the bank statement.

Thank you, New Funclub Casino.

Dear Guitarguy23, can you provide the casino with the original bank statements if you receive them in PDF format from your bank or download them directly from your account on the website/in the banking app?

Everything has been sent too you Natalia and Newfunclub at the above emails.

Thank you, Guitarguy23, I have just received your email with the bank statement.

Dear New Funclub Casino, please check the new document from the player.

Hi,

Let me check and get back to you.

Dear New Funclub Casino, we'll be awaiting updates from you.

Hopefully this will end the post and I will be paid my $700. Good News coming I hope.

I have tried contacting customer support. They inform me that an email will be sent. None has ever been addressed from this casino's host too me. They did suggest that I call them though that was not properly arranged. If I might need too get into contact with them through the telephone or anything else to have this $700 sent that will be arranged. Natalia if at all possible what is the usual course of event's when money of this amount is left in a account through bit coin and not being paid? Do we notify the wall street individuals or the federal trade commision?

Hello,

Let me check with the payout team and get back to you on this.

Dear New Funclub Casino, it's been two weeks since the player sent you the document. Please, share the updates.

They are what not even a USA casino anymore?

ok......SO with the IRS and the trade commision with bitcoin we can't get these guy's too honor there contract.

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.

Hi,

I am still waiting for an update from payout team's end. Please allow me some time.

I appreciate your patience

Welcome to New Funclub Casino!!!

Want Free 💵 Payouts? When you Deposit Bitcoin your Bitcoin withdrawals are free. (*Applies to all cryptocurrencies.)

Please go ahead and type your message we are waiting to help you!!!

Hello I was looking did the pay out team have my information for withdrawal.

Fri, 5:28 PM

Debbie

Hello, my name is Debbie, I'll be assisting you while in supervised training.

Hey ******!

Debbie

I'm really sorry but as I can check with your account manager he asked me to inform you that please share the PDF file for Bank statement. As you've shared Screenshot of the statement which is not valid

I am sorry we couldn't finish our chat. 

Without a response from your side, I will have to close it.

Contact us again if you still require assistance. Have a great day! 

Today

Hello

6 minutes ago

Laura

Thank you for contacting chat support. My name is Laura and I will be assisting you today.

I was on the casino guru website and I have submitted the original files from the bank. They are also like me wondering when is the payment going too take place for my account.

6 minutes ago

Laura

Please stay connected for a few minutes while I check your account and help you in the best possible way.

The bank statements were sent from the original bank format.

This was posted already on the forum board's.

4 minutes ago

Laura

Great ! Lemme check please.

And confirmed by the moderaters.

more than a month ago perhaps.

2 minutes ago

Laura

Please accept my sincere apologies for any inconvenience experienced during this period

I am wondering like the moderators and the casino guru casino forum participant's have asked why is the status of this transaction with verification taking so long?

2 minutes ago

Laura

Absolutely, your urgency is noted. Lemme arrange a call back form your host to help you with further information

Can the host and banking team clear this so we can have something moving TODAY.

Send the 310

and then send the 280 on another transaction this one should have been cleared.

Dear Guitarguy23, do I understand correctly based on the transcription you shared live chat agent confirmed the withdrawal of $310 was approved?

Dear New Funclub Casino, it has been almost a month since the player provided you with the last document. I believe this time is enough for a review. I'll extend the timer for one more week and I hope we'll finally receive an update from your team in this time frame. Otherwise, I'll be forced to close the complaint as unresolved.

Hi,

The verification process has already been completed. I apologize for the delay, the payout team will be contacting the player on the email.

Please actively check the inbox and spam.

Dear Guitarguy23, please let me know if you have already been contacted by the payout team regarding your withdrawal request after your account was finally verified.

OK there is some good new's from the payout team. The first $310 was sent and was received like they said in a correspondent's. Now I am only missing the $200 which I contacted them over and they stated it was sent on the 20th, a day after my $310 payout. So for now it is looking alright. Before the payment they stated that my document's were verified in the timeline of KYC. Does make me think that maybe KYC or whoever was being difficult.

Damon

Yes, 10x of $56 would be $560, which was provided to you for cashing out.

Please understand that we cannot go against the terms of the Casino

I got 310.00 so far

How much was sent?

560?

12 minutes ago

Damon

Okay, let me try explaining once again.

So you made a deposit of $56 and claim a standard bonus of 450% that comes with max cashout of 10x and playthrough requirement of 20x.

Since we added $254 to your account as a deposit bonus, we have adjusted it from your winnings of $560

anzer2525

708 was deducted from those winnings

i had 1200 dollars in winnings

look at the records

of the account

OK there is some good new's from the payout team. The first $310 was sent and was received like they said in a correspondent's. Now I am only missing the $200 which I contacted them over and they stated it was sent on the 20th, a day after my $310 payout. So for now it is looking alright. Before the payment they stated that my document's were verified in the timeline of KYC. Does make me think that maybe KYC or whoever was being difficult.

Edited

This explains it better from the casino guru forums.

8 minutes ago

Damon

Please refer to your transaction history, as I am checking, the system removed non-cashable balance of $708 from your account and gave your $565 to cashout, which is 10x of the deposit you've made.

Since we added $254 to your account as a deposit bonus, we have adjusted it from your winnings of $565

You are not making any sense here.

I had 1200 700 was taken out

that incvludes the 250

INCLUDES THE 250 TAKEN FROM 1200

now pay the full 560.

I was suppose to speak with a manager

over the phone.

can I be transfered.

4 minutes ago

Damon

Please understand that as per the terms of the casino the MAX you can cashout is 10x of your deposit.

Which is $565, now since we added cashable deposit bonus of $254.39, we'd adjust it from your cashable balance.

Apart from $565, the balance in your account was non-cashable

I had 1200

you say 565 it was 1,200

They took out 700

now I want my 560

2 minutes ago

Damon

From the $565, deposit bonus of $254.39 has been adjusted because that was the cashable deposit bonus provided to you by casino

04/01/2024 08:02 AM Coupon Reversal Withdrawal Approved! -$708.13

04/01/2024 08:02 AM Coupon Reversal Withdrawal Requested -$708.13

pay the 250

yourt making NO SENSE

you need too learn how too do simple math my friend.

now

New Messages

Damon

As per your eligibility $310 has been transferred to your account.

Please refer to the bonus terms on the casino website

now

please understand that I cannot go against the terms of the casin

04/01/2024 08:02 AM Coupon Reversal Withdrawal Approved! -$708.13

04/01/2024 08:02 AM Coupon Reversal Withdrawal Requested -$708.13

04/01/2024 04:46 AM Free Spin Deposit Approved! $10.00

04/01/2024 04:46 AM Free Spin Deposit Requested $10.00

04/01/2024 04:46 AM Coupon 'RABBIT450' redeemed $254.39

04/01/2024 08:04 AMBitCoins Withdrawal Requested-$565.3004/01/2024 08:02 AMCoupon Reversal Withdrawal Approved!-$708.1304/01/2024 08:02 AMCoupon Reversal Withdrawal Requested-$708.1304/01/2024 04:46 AMFree Spin Deposit Approved!$10.0004/01/2024 04:46 AMFree Spin Deposit Requested$10.0004/01/2024 04:46 AMCoupon 'RABBIT450' redeemed$254.3904/01/2024 04:46 AMCoupon 'rabbit450' requested04/01/2024 04:43 AMCoupon declined04/01/2024 04:38 AMBitCoins Deposit Approved!$56.5304/01/2024 04:38 AMBitCoins Deposit Requested$56.53

04/01/2024 08:04 AMBitCoins Withdrawal Requested-$565.30

04/01/2024 08:02 AMCoupon Reversal Withdrawal Approved!-$708.130

4/01/2024 08:02 AMCoupon Reversal Withdrawal Requested-$708.13

04/01/2024 04:46 AMFree Spin Deposit Approved!$10.00

04/01/2024 04:46 AMFree Spin Deposit Requested$10.00

04/01/2024 04:46 AMCoupon 'RABBIT450' redeemed$254.39

04/01/2024 04:46 AMCoupon 'rabbit450' requested

04/01/2024 04:43 AMCoupon declined

04/01/2024 04:38 AMBitCoins Deposit Approved!$56.53

04/01/2024 04:38 AMBitCoins Deposit Requested$56.53

Maximum Withdrawal: Maximum withdrawal quantity is established only by the sum of the deposit. If the bonus stipulation has a maximum payout of 10x then a $100 deposit would have a maximum withdrawal amount of $1,000.

That is from there website.

So they won't steal from me when am I receiving my other money NEw Fun Club?

SO FREAKIN PAY ME

Dear Guitarguy23, I have just checked the bonus terms of the casino (https://www.newfunclub.com/bonus_terms.php) and have found the following rule:

Unless otherwise defined by the New Funclub Casino; all promotional bonuses are NON-CASHABLE.

Promotional bonuses help create winnings and bonus cash functions to improve play but cannot be taken as winnings.

The bonus is not going to be returned to the account but deducted from winnings. From the overall sum of cash-out, all bonus money will be removed at the point of withdrawal.

and the one you posted earlier:

Maximum Withdrawal: Maximum withdrawal quantity is established only by the sum of the deposit. If the bonus stipulation has a maximum payout of 10x then a $100 deposit would have a maximum withdrawal amount of $1,000.

If you deposited $56, the maximum possible withdrawable amount is $560. According to the rules of sticky bonuses, your bonus amount is deducted from this overall sum of cash-out, it means that $560 - $254.39 is a correct calculation, and the information provided to you from live chat seems to be per the bonus terms of the casino.

Dear Guitarguy23,

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.

The KYC issue was resolved in this case, however, it seems that we didn't have any information about the bonus from the very beginning and it turned out that the cashout was to be processed according to the bonus rules. Consequently, we concluded the player was ineligible to get the whole requested amount. Since there have been no further responses from the player, the complaint will be now rejected.

Dear Guitarguy23, 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.