New Funclub Casino - The player's payout is reduced.

initial withdrawal was for almost 800 and they knocked it down to 487. sent in all documents as was requested and continously was told to wait for an email from the banking team that never came.

Dear daryl1947,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with New Funclub Casino.

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

• Was your payout of 487 already completed or is it pending in your account?
• Did the casino offer any explanation?
• Was your win of 800 accumulated with the use of a bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear daryl1947,

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 withdraw was 800 but they deducted the bonus that made the withdraw 487

they just will not send it to me

Was this your first withdrawal from this casino? Have you made deposits in the casino previously? Which withdrawal method have you chosen for your withdrawal, please?

this was my first withdraw i waqnted to see if they would pay before i made a larger deposit withdraw method was bitcoin

Thank you very much, daryl1947, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, daryl1947!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

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.

they just dont pay their debts

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. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team

Hello, daryl1947!

We have received information from the casino that you have decided not to wait for the withdrawal and have received refunds on your deposits. Can you, please, clarify?

dont know nothing about it

We have asked the casino to clarify circumstances under which the said refund had happened.

Hi,

As I checked, the player threatened to file a chargeback, as he was upset with the delay in payout. In order to avoid chargeback, the deposit team had to initiate the refund.

Thank you!

daryl1947, if you still have access to your account, please, send us the screenshot of the balance in it and most recent transactions.

Dear daryl1947,

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.