New Funclub Casino - Player's withdrawals confiscated and delayed.

ok where do i start. I usually go on here and watch the reviews before depositing but have come across with bad reviews but still treated me fair. This casino reviews with all the negative marks are very much correct. I have first been treated unfairly when i was given a free chip that was loaded on my account by the account manager due to my deposits and play time. I had just lost off a deposit match as well as a free chip that came with the coupon used. I check my account to deposit i see a free chip was added by the manager. Again something i never ever asked for. I played the chip and actually won and they refused to pay my 100 dollar winnings stating i redeemed 2 free chips in a row. Ummm no i didnt yall did that and broke your own rules, I cant remove the chip so I had to play it out and actually won and they punished me for winning off a gift they loaded onto my account. So after arguing that and telling support for the 5th time to just remove the damn chip so i can deposit and play and actually win. So i do a deposit match of 66 dollars for 600 percent and a free chip of 200 once done. the max cashout was at 10x my deposit in which once calculated was no more then $700 according to support. I completed my play through I did a withdrawal of $400 right below my max and they took away from my winnings and approved me for a withdrawal of $284. I asked wheres my money they told me the max was $700 and they remove the bonus from that in which my true max cashout is $284?!?!?!? that dont make sense no where AT ALL and its bogus rules and terms given. I let that go and now at this point just want my money. My withdrawal was approved as of 8/18. I was told to send on documents for my withdrawal in which is crypto and all deposits was done in crypto so why they need my documents is beyond my comprehension. I send the documents get a email back from support its received and to give them 24 hours. That was a friday so monday i call and chat asked where is my winnings im told to give it 4 days . Ok i do tht contact them again that friday and was told ohh im sorry you need to send them again they didnt get them. I call bs cause i got a email from the support team that it has been received. I then provide it to all their support emails as well as the banking team. I provide the documents in the chat support because youre able to attatch to the support. I call and send a tect with everything to no avail at all and still waiting on my winnings. I have waited and sent the documents 3 times already and theyre still holding my winnings and asking me to wait until friday 9/01. This is sad and ridiculous and im under the impression they dont want to pay. This is the same casino im still waiting on my winnings from a free chip that i sent my documents in and i was told they took over FunClub and i should get those as well and still havent heard anything and been pushed to the side EVERYTIME i ask. If i dont receive my winnings by Friday I will be contacting the FTC and other departments and reporting them for crypto currency fraud. Basically promising a product and experience and not delivering on the promise once payment has been made.

Dear Ladivatuamor,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

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 received the confirmation from the casino your account was verified? Have you received an explanation from the casino why your balance was reduced?

When did you request a withdrawal from the casino? Is it still pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

No they said the withdrawal is approved but the banking/payout team haven’t recieved my documents such as selfie holding my id, my id front and back and a utility bill because I use crypto. I have given the to their support, banking, my casino host and attached it to the chat when I spoke to support. I told them they have recieved them and I even got a email back stating it would be reviewed within 24 hours. I wait call in or chat I’m told to give it 4 days I awaited those days and then I’m told they didn’t get it to resend it smh. That’s what I’ve been dealing with and far as my winnings they told me my max cash out was $709 after the play through and out the $700 they take away any bonus and I’m left with $284 as the max cash out technically. I told them that’s bs cause I put in for $400 less then the max cash out so the bonus was removed from $700 to only allow the $400 but no they stated that’s my max. Now they’re prolonging the process and taking me through hoops to get my winnings. Yes my winnings are still pending to be paid but have been approved for the amount. They have been approved since 8/18 and documents sent that day because I asked why I didn’t get my approved winnings and I was told to send them in. I sent them waited until Monday 8/21 and was told to send again and Friday 8/25 I should have my winnings waited to 8/25 and was told they wasn’t received and to send again and that’s when I told them that was a lie being they sent a email back stating they have them. So I have approved winnings waiting on documents

This is so crazy I have to go through this and they also stated if I were to win again I have to submit the documents all over again for any and every withdrawl request. I told them I never had to verify myself every withdrawal it’s normally once and that’s it unless I use another bank card ect. This casino has that requirement to slow down paying their customers that win. It’s a tactic they hope you give up and don’t want the money anymore but I do and I’m fighting for it

just an update I still dont have my winnings and they have my documents according to my account manager and was to have my payout by 9/04. I still dont have my payout and is continued to be told to wait 24-48 hours and they apologize for the delay. They advertise crypto is 75 percent faster with payouts but ive been waiting since 8/18. This is extremely unfair and ridiculous. I feel as though this is a scam casino. They promote great crypto bonuses so they can do this not pay your winnings and make it hard to even get your deposits reversed. If i used my debit card I would have reversed any and every deposit made to this casino, report them as a scam and block them from ever charging me again. Im forced to report them for crypto fraud due to this to the ftc because thats what this is fraud and its not right at all

Thanks for the explanation. Could you please share your bonus history from the time you allegedly redeemed 2 no-deposit bonuses until now?

You can post the information here or please send the information to my email at tomas@casino.guru

I'll await your reply.

Dear Ladivatuamor,

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.

This has nothing to do with the non deposit bonus but I’ll explain, I took advantage of a bonus that came with a free chip. I played and lost. WITHOUT MY KNOWLEDGE my account manager added another free chip in which I actually won and they refused to pay out saying I redeemed 2 bonuses in a row when in fact I didn’t and I had to contact support to remove what my ACCOUNT MANAGER ADDED, it was a nice gesture but he should have made sure I was in fact eligible for it before adding it. This complaint is because I never got paid and still is waiting on my payout, they use tactics to prolong the process, I got a email saying I’m finally approved for a payout and have to send my bitcoin wallet address AGAIN and it will take 7-10 business days to verify that before sending, then got a email yesterday saying I’m approved for $254 not the $284 and I wasn’t to be charged fees due to using bitcoin but was so I’ll see when it comes. I asked support when they will finally just send it and not keep doing these emails they told me by 9/13… in which is almost a full month to be paid. They say faster withdrawals with crypto but it’s false advertisement

Thank you very much, Ladivatuamor, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Ladivatuamor 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!

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