Funclub Casino - A retirada do jogador foi recusada.

Hello, I had registered via your site at funclub Casino, the BC: JOIN300 you provided requested everything was no problem after a short time 300USD in the account. I played through the bonus according to the turnover and did 300USD for payment Requirements of the usual verification documents, everything was sent after that, the transaction was canceled, in chat I got the statement Germany Players no claim to payment of this bonus, after my request where the purpose for us with these bonuses is "try slots for fun" Players, however, as long as they believe until documents have been sent, only then can they be asked, but well, the question arises why you write in the casino rating Germany Players accepted think I'm not the first to do this.

Hallo, hatte mich über eure Seite bei funclub Casino angemeldet, den von euch zur Verfügung gestellten BC:JOIN300 angefordert alles kein Problem nach kurzer Zeit 300USD im account.habe den Bonus gemäß der Umsatz bed.durchgespielt und 300USD zur Auszahlung getan.bekam Email mit Anforderungen der üblichen Verifizierungsunterlagen, alles geschickt danach wurde die Transaktion storniert, im Chat bekam ich die Aussage Germany Players kein Anspruch auf Auszahlung von diesem Bonus, nach meiner Nachfrage wo der Sinn für uns sei bei diesem Boni "zum Spass Slots ausprobieren" man lässt die Spieler aber solange im Glauben bis Dokumente gesendet wurden , erst dann auf Nachfrage erfährt man das,gut allerdings stellt sich mir die Frage warum ihr bei der Casinobewertung schreibt Germany Players akzeptiert denke bin ja nicht der erste dem das passiert.

Dear Peter,

Thank you for submitting your complaint and I am sorry for your troubles. Have you completely passed the casino verification process (KYC)? Also, have you ever made a deposit at this casino? 

For your information, we collect a lot of data in our reviews from the casino’s terms and conditions. In this case, we did not find any bonus restriction for your country in their bonus terms. 
Please, answer the questions above so that we can proceed with your complaint. I hope I will be able to help you as soon as possible. Thank you very much for your reply.

Best regards,

Satrio

Hello, I have the required documents for the Funclub Casino (ID CARD-Mastercard - telephone billing

I have not yet made a deposit and it is not necessary for the withdrawal of this implemented bonus.

I can no longer log in to my account, the casino blocked it, which actually says everything about the seriousness of this casino !!

Hallo,habe dem Funclub Casino die geforderten Unterlagen (ID CARD-Mastercard - Telefonabrechnung 

Eine Einzahlung habe ich noch nicht getätigt ist ja auch nicht notwendig für die Auszahlung von diesem umgesetzten Bonus.

Kann mich auch nicht mehr einloggen in meinem Account wurde vom Casino gesperrt, das sagt ja eigentlich schon alles über die Seriösität dieses Casinos!!

Hi Peter,

Thank you for your reply. Could you please forward me a screenshot or email between you and the casino to satrio.y@casino.guru, especially stating that casino restricts players from Germany to get this bonus?

Regards,

hello, no I had this information in the live chat because I asked why the payment was canceled again. But I send you the email with the payment request which was then canceled. I think that says everything is canceled and account blocked. I had recommended this casino to a friend but in advance he also converted the bonus money and I will say that he should record the chat history because it will very likely get the same info from the live chat I will send them to you as soon as I have them. MFG Peter

hallo, nein diese information hatte ich im Livechat da ich nachgefragt hatte warum die auszahlung wieder storniert worden ist. Aber ich sende ihnen die Email mit den auszahlungsantrag der dann ja storniert wurde. Ich denke das sagt ja alles auszahlung storniert und account geblockt.ich hatte dieses casino einem freund aber im vorfeld empfohlen der ebenfalls jetzt das bonusgeld umgewandelt hat dem werde ich sagen der soll den chatverlauf aufzeichnen da er ja sehr wahrscheinlich die gleiche info vom Livechat bekommen wird diese sende ich ihnen sobald ich das habe. MFG Peter

Hi Peter,

Once you get those statements from the casino, which we required, please inform me so I can contact the casino.

Many thanks.

Dear Peter,

Do you have an update on your issue? We are extending the timer by 7 days. Thank you in advance.

Best regards,

Hello, I just logged in with my friend Username: atilla7676 who also implemented the bonus and requested a payment, the procedure is identical, but have the statement from the Support MA that you need

Hallo, habe mich eben bei meinem Freund Username:atilla7676 eingeloggt der ebenfalls den Bonus umgesetzt und eine Auszahlung beantragt hatte , der Ablauf Identisch , haben aber die von ihnen benötigte Aussage vom Support MA�

Hi Peter,

Could you please send them to satrio.y@casino.guru. Many thanks

Hello, I sent the documents to the requested email, on February 27th

Hallo, habe ihnen die Dokumente geschickt an die gewünschte E-Mail,am27.02

Dear Peter,

Thank you for sending us the screenshots. I have contacted the casino regarding this issue and hopefully, they will get back to us soon.

Best regards,

Satrio

Hello Satrio, first of all thank you for taking care of my problem and taking care of it so quickly. Yes, I'm also curious as to how the casino will comment because I find such a thing totally outrageous that you get something offered when you register afterwards when you register has fulfilled the claims with such meaningless statements, the account will also be blocked by the support and nothing will come back via email contact. Such casinos should have their license withdrawn, which I will certainly not be the first or the last one to be treated so unprofessionally, I have never played something like this for a long time. Well then I'm curious how the casino justifies itself to you;) wish you a nice weekend until then MFG Peter.

Hallo Satrio, erstmal Dankschön das sie sich meinem Problem angenommen haben und sich so schnell darum kümmern.Ja ich bin auch mal gespannt wie sich das Casino dazu Äussert denn ich finde solche sowas Total unverschämt das man etwas angeboten bekommt wenn man sich anmeldet danach wenn man die Ansprüche erfüllt hat mit so Sinnfreien Aussagen abgewiesen wird vom Support dazu noch den Account gesperrt bekommt und über Email Kontaktaufnahme kommt auch nix zurück. Solche Casinos müssten die Lizenz entzogen bekommen den ich werde bestimmt nicht der erste und auch nicht der letzte gewesen sein den man so Unproffesionell behandelt hat,spiele schon länger sowas hatte ich noch nie unglaublich. Gut dann bin ich mal gespannt wie sich das Casino ihnen gegenüber Rechtfertigt;) wünsche ihnen ein schönes Wochenende bis dann MFG Peter.

We would like to ask the Funclub 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 mark the complaint as ‘unresolved’.

hello, yes it was also to be expected at this casino that no reasonable answers come. This is the common solution at Funclub, the players who receive an offered casino bonus, implement it and cash it out. Payouts are canceled on the grounds that the player wanted this, then the account is blocked and any contact is blocked.

hallo, ja war auch anzunehmen bei diesem Casino das keine Vernünftigen  Antworten kommen. Das ist der gängige Lösungsweg bei Funclub, die Spieler die einen angebotenen Casinobonus bekommen, diesen umsetzen und zur Auszahlung bringen. Auszahlungen werden storniert mit Begründung das der Spieler das wollte ,dann wird der Account gesperrt und jegliche Kontaktaufnahme geblockt.

Dear Satrio & Peter,

Thank you for the notification regarding the issue.

Firstly, I would like to emphasize that our Live chat service is open for ALL and is not only for our players registered with us. In case there was a problem logging into the account I am sure you could have still got hold of our customer service team via the live chat service. Live chat service has no restrictions of any sort to establish a contact with us for any issues and it has nothing to do with your player account.

Also, please note that Peter availed a Signup bonus of $300 and the wagering required on that is 20X which means the player should hit the play through of $6000 ($300X20) in order to raise a withdrawal. In this case Peter has only wagered $2087 as of now, which does not qualify him for a withdrawal at this stage.

However, in order to resolve this issue, I would request you to email us all the required KYC's once the wagering has been completed, so that we can ensure the pre-requisites are met(ID proof- state Id or passport, Utility bill confirming the address). Email at kyc@funclubsupport.com

Kindly note that as we do not have any fluent German speaking staff and it can be a bit challenging to convey and understand the information in the right sense as there could be a mismatch in the information that gets traded from both ends when the chat happens in a different language other than English. I am assuming this has added to the confusion too.

However, we try our best to provide our players with the best support we can always.

Let us know if there is anything else we can assist you with.

Regards

Vincy

hello, well I will try to activate my account and try to make the payment request again, of course I will give feedback on how things are going this time.

hallo, gut werde mal versuchen meinen Account zu aktivieren und nochmals versuchen den Auszahlungantrag zu stellen, werde natürlich Feedback geben wie sich die Sache diesmal entwickelt.

Dear Peter,

Could you confirm us if you managed to finished the wagering? If yes, could you please send me the evidence of your wagering status to satrio.y@casino.guru? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint. Thank you in advance

Best regards

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.