New Funclub Casino - Player’s withdrawal of $100 is delayed.

I shouldve known better to come back to this casino, but I did & here we are again....i was given $100 free chip...after getting up to $600 at one point, I played it down since the maximum payout allowed is 100, then requested my withdrawal...meeting all requirements...Despite never being asked for the KYC documents by the banking team, I was asked to send them by agent in chat. From that point forward, they just keep asking me to wait. And wait. And wait some more...as ill show in my screenshots, they say more than once, my request has been approved, and be expecting an email from the banking team any day now. Well its now been over a month, and for a measley $100, this is utterly ridiculous. Ive always said great things about NFC, when the general consensus is to stay away from this place...im beginning to see why...please help me retrieve my $100.

Hello Dego1981,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with New Funclub Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Thank you for your help on this. So the first thing, if you can see in screenshots, the agent told me to send the verif dox to banking team & provides email... Despite already going thru all of this when I encountered my first win with NFC back in mid October 2023. So I submitted everything... For some reason STILL never hear back from the stupid banking team which is literally the most unheard thing Ive ever heard of... Especially when we are talking about a measley $100! Bloes my mind...Other than reaching out via chat, ive emailed the banking team, they ignore me... at this point, almost positive they screening my calls too! Bc now all of a sudde. It is either busy, or says they are experiencing tech issues... Also, Nick I wanted to ask, did yall receive my other few screen shots I sent after my initial five that I attached with my original complaint? And to answer your last question, last i spoke to them, was a few nights ago, where I was asking where my withdrawal was and they just keep asking me to "be patient" and will be "hearing from.the banking team soon."

Hello,

Any update on this at all?

Hello Dego1981,

No other screenshots arrived. Please forward any additional to nikolas.b@casino.guru. Can you please specify the exact date of the beginning of the verification process?

January 22nd I sent all KYC documents to the banking team... im emailing rest of screenshots now...since my initial complaint only allowed for five...

Sorry to bother you, but I usually hear something by now... just following up to see if there is anything more I could possibly provide to you or anything?

Thank you Dego1981 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Dego1981 ,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

Just to let you know, New Funclub Casino has recently begun to ignore us in our attempts to mediate any kind of issue, however, I will do my best to try to help you.

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

Dear New Funclub Casino,

Can you please provide information on why the player's winnings have not been paid out yet?

Hello,

As we've checked, the player has not shared complete documents for withdrawal, we'd like to request the player to share the complete documents so that the withdrawal can proceed further.

Please share the documents at banking@newfunclubassistance.com and please mention support@newfunclubassistance.com in CC.

Regards,

NewFunclub

Thank you for responding.. (despite it just not being the case). Nobody from your casino has told me the documents I sent over to this email address were insufficient! Not once... i will go send them again now.... i just wish someone wouldve responded to my countless emails to that email, or attempts to find out more via chat, and i wouldve sent them over again right away! I mean it's a $100! Sending now...SENT.

Any update on this ???? Or even a confirmation, youve received my documents 1 week ago??

Hello Player,

We would like to request you to please share the documents over at viphost@newfunclubassistance.com.

Regards,

Newfunclub Casino

The documents have been sent to the requested email address. Please confirm that you've received them. Starting to get a bit worried... thank you both!

Dear Dego1981 ,

I understand that the verification process can sometimes be frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that takes a bit of time. I would kindly ask you to be patient and wait for the document check to be completed. Once this is done successfully, your withdrawal request will be processed.

Yes and i understand that. Believe me i do... ive been through the process many many times, with other casinos...it's just extremely frustrating & time consuming to send the same thing several times over & over. Especially when they advertise "super fast withdrawals in 48 hours." While I never thought or expected that, I also didnt expect it to take over 2 months. Id love to go play on their site& continue to give them my business, but I havent been able to do that w/o this being resolved... I actually think it is quite normal for me to feel like this Michal. Ive literally been nothing but patient, so ofcourse I will continue to be patient...it doesnt erase how i feel. Especially given my loyalty & commitment to New Fun casino, only to be left hanging like this...dont get me wrong, i am very grateful that they are now working on it, & their even responding at this point...and ofcourse i have no problem continuing to be patient. (No need to respond Michal, I am just defending my previous post). Ty

Hello Amy,

I apologize for the inconvenience.

I understand you're upset, I'd be just as upset if I had been in your shoes. Please rest assured, once the documents have been submitted and the verification process gets completed, the funds will be transferred to your preferred payout mode.

Regards,

Newfunclub Casino

Time out, once the documents have been submitted?? What do you mean???? But ive sent them!!! Both to the first email you said to send to banking@newfunclubassistance.com and I mentioned "support@newfunclubassistance.com" in CC. Heard nothing. Then you asked me to to RESEND them again but to viphost@newfunclubassistance.com. Yoi are saying you STILL havent gotten them??? Please respond.

Hello Amy,

Yes, the banking team has successfully received the documents.

Regards,

Newfunclub Casino

Okay thank you

Dear Newfunclub team,

Could you kindly inform us when the withdrawal will be processed or if any additional information is still required?

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.

Please dont leave me hangin like this!

Hello?? New Fun Club???? How are you going to do this to someone who has been nothing but A LOYAL, CONTRIBUTING, customer since you changed names??? Then to not only attempt to empathize with my frustration, but to then respond saying that you've now finally received my documents, to then going completely radio silence??? What is the problem here???

Dear Dego1981,

Unfortunately, it looks like the Newfunclub team has stopped responding. I will still continue to reach out to them outside of this thread, but I'm afraid that the positive outcome of your complaint appears rather uncertain at this stage.

Dear Newfunclub team,

Can you please provide us with an update on the player's withdrawal progress?

Dear Dego1981,

I have tried to contact the casino repeatedly but the Newfunclub team has stopped responding to me. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might 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.

Since the casino doesn't hold a valid license and doesn't utilize any Alternative Dispute Resolution (ADR) services, there's no gaming authority to approach, leaving us with no further avenues for action. I would advise selecting casinos in the future based on their reviews and ratings to steer clear of such situations.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of New Funclub Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Dego1981,  

We have been in discussions with the New Funclub Casino Team regarding some older cases that were previously marked as unresolved. Upon reviewing your case, we discovered that the funds were actually disbursed to you in May 2024. Could you kindly confirm this information?

Hi Michal,

Yes I finally did receive my money (minus any given fees) back in May...Granted it was 4+ months later. But yes, eventually did receive...

Thanks!

Dear Dego1981,

Thank you for the confirmation.While I recognize that the delay in payment processing may not have provided the best user experience, however, I'm sure you will agree with me that the most important thing is that you have received the funds in the end. I'm glad that even our intervention contributed to the complaint resolution.

Now that the funds have been received, I will proceed to close this case as resolved in our system. I would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, Dego1981, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru