New Funclub Casino - Player’s withdrawal was delayed for 3 weeks.

I submitted a withdrawal request for 100$ after I redeemed a free chip and completed the playthrough requirements, and I followed all terms and conditions, I did not need make a deposit to withdraw the free chip cashout, here is the email confirming the withdrawal of 100$ minus the 30$ fee so 70$.

I wasn't aware I had to submit ID documents until after I received this email so on May 25th, 2024 I emailed the required documents to the casino.

Then I called following week they told me they can't tell me anything because they have " limited access to non deposit accounts". I never received any confirmation about receiving my documents or anything.

I called I think June 9th the women said they never received my documents even though i clearly sent them to their email address so she told me resend them again.

This whole thing is ridiculous, this is why i only use bovada.lv ( most visited online casino in the world, i withdraw money in 10 minute)will never deposit money on this website, I just want the money that is mine that I fairly earned. I can't imagine how much these people hassle people who win and deposit their own money it is crazy. This obviously isn't fair, I just want the 70$ I withdrew 2 weeks ago.

Hello King555,

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? Did you try to forward your documents to a different e-mail address owned by the casino? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I sent my identification documents on June 5th for 2nd time to the email that I was given to listed on the email confirming first and only email i recieved confirming the withdrawal request and also i emailed documents TWICE to this email as you can see in screenshot. Everytime I call them, they tell me they have limited access to my account because I'm a " non depositer" and so obviously they don't like to pay out non deposit withdrawal but I followed the terms and conditions now they just are never going to pay me it seems. To be clear to withdraw free chip you do not need to make a deposit.

I explained best I can hopefully you understand, I submitted the documents needed to the email and only email that I was given to on the phone by customer service agent and listed in the first email. You can see in screenshots, Obviously they don't want to pay me, but with your help I believe I will get the money I am owed. Thank you for helping can't wait hear back from you.

Like they shouldn't offer a free chip you can cashout without a deposit if they won't pay you, but I followed the terms and conditions submitted the documents needed twice and it's been a month, after multiple phone calls with most recent being June 5th I believe ( which is when I was told to resend my documents to exact same email I sent them to on May 25) and so I did that on June 5th and at this point no one is helping me on their side because I'm a " non depositer" and they have limited access to my account is what they tell me

And when I go to withdrawal screen this is what it says, I apologize i got dates incorrect then sent all the documents listed on May 25th and on June 9th not the 5th to the email banking@newfunclubassistance.com.

There's all the evidence in those screenshots, looking forward to you helping me thank you

Thank you King555 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear King555,

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 clarification regarding this case?

Thank you in advance,

Mirka

To clarify at this point I have not received the money from the casino, I called them last week and told me they can't help me, I already posted screenshots regarding proof I sent all my identification documents twice, all the proof is in the screenshots, they choose not to help me because I'm a " non depositer". But i have a pending withdrawal over a month now

Hi,

As per the conversation with your host, the documents were shared on 27th of June 2024. I'd like to inform you that it takes 72 business hours for the verification process to get completed. I'd request you to please actively check your inbox and spam for an update.

I sent the documents verification documents on may 25th, and then was told the email magically wasn't received even though it was sent and no one received my email, then resent documents to same email on June 9th, like you can clearly see in the screenshots. So that is actually false you didn't received the documents on June 27th.

Dear King555,

Could you please confirm, if your verification process has been completed?

Thank you

Hi mirka, of course my verification hasn't been processed they responded June 27 that they just received my documents even though i sent them over 4 weeks prior, they stated on the 27th saying it takes 72 business hours for verification to be completed, it is now July 8th and I have not received any emails and no update on anything. So no still no nothing. They obviously do not want to pay me.

Hi mirka,

So you are just going to forget about my case and let this casino unfairly take advantage of players and not adhere to their own terms and conditions to pay out a player I'm the timefrane listed( it has been 2 months since I requested withdrawal ) yes it was a free chip but I followed the terms listed and submitted my documents over month or more ago.

Dear King555,

Could you please specify if you are still waiting for your verification and withdrawal, or only withdrawal at this time?

Thank you

Dear mirka,

I haven't received any notification for anything at all, It's been two months every time I call they tell me they can't help me, actually I called one week ago the women told me she escalated the situation and I would get a email in few days,and I haven't received anything. It's been two months since I sent in my identifications and my withdrawal was requested. Why can't you invite a message from new fun club representative on here?

Now waiting two months for withdrawal..this casino is unbelievable, how do they stay in business

Mirka, are you going to reply before this runs out of time

Dear New Funclub Casino,

Could you please provide us with the current state of the player's verification and withdrawal process?

Thank you

Thank you so much mirka

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.

Apparently newfunclub.com likes to scam customers, thank god I never deposited any of my hard earned money into this website

Hi,

Please let me check and get back to you on this.

Here we go new fun club casino still holding the money they owe me 3 months later

..

Hi,

The payout team has received your documents and completed the verification process.

Please check your inbox or spam you must've received an email requesting for the payout mode information.

Please reply to that email by submitting the required information.

Hi,

I'd like to inform you that the payout has been completed and the payment hash has been shared with the player over the email.

Dear King555,

Can you please confirm, that you have received the withdrawal?

Dear King555,

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.