New Funclub Casino - Unpaid bonus winnings of a player from Florida.

I won the bonus back in June & handed in all of my documents to prove my identity... I have also made numerous telephone calls but nothing has worked & I still have not been paid!! Please help.... thank you

Dear salt4seven,

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. 

Have you been informed what specifically seems to be a problem in verifying your account? Which exact bonus you have activated and played, please?

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,

Petronela

They agreed that they had received all of the necessary paperwork or documents needed for my proof of identity.... & the bonus that I played was the first bonus of 100 free spins on mighty drums.... ,& thank you for your help

Thank you very much, salt4seven, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of New Funclub Casino to ignore us in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello salt4seven,

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?

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.

Dear salt4seven,

Even though our previous communication with New Funclub Casino was not great when dealing with complaints, we were able to resolve some things, but that changed recently, and the casino stopped communicating with us completely.

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,

Michal

Casino Guru

We’ve reopened this complaint at the request of New Funclub Casino. We have been notified by the casino team that this matter was already addressed with the player directly.

Dear New Funclub Casino,

I would appreciate it if you could share information regarding this matter.

Hi,

Player failed to complete the verification procedure for withdrawal, which is why the payout request was rejected.

Player didn't request any withdrawal after that.

Thank you for the response, New Funclub Casino Team,

Dear salt4seven,  

Could you kindly clarify the reasons for your lack of cooperation with the casino team concerning the verification process for your withdrawal?

Dear salt4seven,

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.

Dear salt4seven,

We acknowledge that a considerable amount of time has passed since you submitted your complaint. However, we have not received any replies to our recent inquiries from you. It is essential to highlight that without the required verification documents, which are standard for processing any withdrawal, the casino reserves the right to deny your withdrawal request.

As we have not heard from you regarding any further assistance, we must unfortunately close this complaint as rejected. I would like to extend my appreciation to the casino team for their collaboration in resolving older complaints.

Please do not hesitate to contact us salt4seven if you face any issues with this or any other casino in the future, and we try our best to assist you.

Best regards,

Michal

Casino Guru