Funclub Casino - A jogadora está lutando para sacar seus ganhos.

This fraudulent casino they gave me a free chip of 100 I made the rollover and they are not letting me withdraw saying that Brazil is not valid without even giving me the chip it makes no sense, I tried to talk to them for sometimes Try to solve it and they don't care about the users at all. Since when I signed up it's in Brazil if it wasn't valid why did you stop claiming it? by the way, why did you give me this free chip if it wasn't valid? I am outraged and I intend to have your help I asked to send the documents And they refused

Esse cassino fraudulento eles me Deram o chip grátis de 100 eu fiz o rollover e eles não estão me deixando sacar dizendo que o brasil não é válido sem que eles mesmo me deram o chip não tem lógica alguma, Tentei falar com eles para as vezes pra Tentar resolver e eles não se importa nem um pouco com os usuários. Sendo que quando eu me cadastrei está está brasil se não era válido por que deixou do reivindicar? aliás por que me deu esse chip grátis se não era válido? Estou indignada e Pretendo Ter a ajuda de vocês Pedi para enviar os documentos E eles se recusaram

Dear marciadsouza703,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

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,

Tomas

No, I talked to them to send the documents to which email I could send them, then they made up the excuse that Brazil was not eligible for a free chip, why not? If it was they who offered me not to register

I didn't even check the documents as they didn't allow it

Não,eu falei com eles pra mandar os documentos em qual e-mail eu poderia mandar aí depois eles inventaram a desculpa que o Brasil não era elegível pra um chip gratis,como não? Se foi eles que me oferecerem não ato do cadastro

Eu nem verifiquei os documentos pois eles não permitiram

marciadsouza703,

Could you please explain how you were offered the free chip bonus? Was it offered to you in the account or was it sent to you as a promotion in an email? Did you redeem any other free bonuses in the casino previously? Would you be able to send me the link to the specific bonus or provide us with a screenshot of the rules associated with this specific bonus? My email is tomas@casino.guru Please send any relevant communication between you and the casino as well.

I already sent it to your email

Já mandei lá no seu e-mail

Thank you very much, marciadsouza703, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.  

Hi marciadsouza703,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Funclub Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player cannot withdraw their winnings if they were allowed to take the bonus?

Thank you.

Best regards,

Tomas

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 marciadsouza703,

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,

Tomas