Funclub Casino - Igrač se bori da povuče bonus bez dobitaka.

I have two withdraws almost voided... One was Free money 300, and promotion 10xmax cash out.. Well it turned into only free money an one times cash out... Got ripped off there bad so instead of good 400 cash out I almost lost all of it to begin voided an now it turned into 160.......I Was told I finished the wager requirements and then told I can't withdraw because its not met.... And asked support SPECIFICIALLY (his name mike or mark) and cleared it with him over plenty of times if I met the wager, some how I didn't a day later and after he helped. Me with withdraw ... After...Next day he said I can't withdraw when I needed to do another withdraw after completing a 10x max cash out.... So now he wants me to cancel the withdraw and mix my money!!!! F***r wanted me to void my own money so he gets off easy!!! I told him to shove his foot up his ass..... In the end I talked to management and he said since I been waiting so long to get one withdraw done he will expedite my withdraw to have it done in two days..... An that the payout team will call me.....f***g liar too.... Couple of days later I called them and was told the payout team left home....then Some guy name Steve all the sudden calls me suppose to be my account manager....only high VIP players have account managers and I'm not one of them... and did he don't help for shit talks shit and tells me he will have the payout team call me too.... Like what the f**k.....then hangs up on me..... Now I'm pissed management was the only one who made sense..... Still waiting for my withdraw.... Never listen to what support say to do they don't make the calls they just f***g no good time wasters will make you void your own money read the terms learn it like it's your money... Because I'm pissed these guys trying to play with my money oh yeah the 10x max cash out of 400, went to 160 because Alex another support guy gave me that instead of free chips after a no promo deposit.... Say I can cash out 400 and I'm like OK great.... Oh f**k was I being played.... Met wager at 8,000+ over 6400 required... Been waiting still and realized instead of the good 400 its doomed to 160 free chips.....which means match withdraw.... These guys man after I get my money I'm never playing and putting big money in ever again am I hope you all dont too

Dear Martin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found https://www.funclubcasino.com/rules/?set_lang=en_GB:

"The Casino will occasionally offer Promotional Coupons as Free Chips. The maximum withdrawal amount for any free chip given is 1x the value of the free chip. For example if you are given a $ 100 free chip and request a withdrawal amount of $500, you will only be approved for $100."

Do I understand it correctly that you had two bonuses active at the same time?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Lastly, I would like to ask you please, to watch your language. I fully understand your frustration and disappointment, but if you wish to proceed with this complaint, you need to restrain from using abusive language.

I will be waiting for your reply patiently. Thank you in advance.

Best regards,

Petronela

Sorry for the language but I wrote a more less aggressive, complaint 15828, both the withdraws are on separate

Free chips and not back to back before or after a deposit, they are under regulations, and I been waiting for my withdraws, I been waiting for a long time still and I have a withdraw for 160 as of now waiting to be approved over a week or more, and a withdraw of 300 I had to finish the wager requirement, again.... to be able to withdraw, and I reached it already and I am waiting for my 160 withdraw so I can process my next withdraw.... All my kyc and everything is good.... But my withdraw had been backed up a couple of times now and still now been promised payout team will contact me and still no word just a simple be patient.... Days pass into weeks and now weeks passed into almost a month without no updates but only asked have I sent in all my documents.... Amd yes I send it in over 10 times by now.... Still no word on my withdraw so I can do my second withdraw.... And so I cant receive my payouts.... been waiting and now it feels like a scam to me because I been told to wait and wait and wait and wait.... Well then no calls and wait only.... Management gave me his word and still no word from payout team....

Additional comments from the player:

"I been waiting for a while now and it's been a very long time now, just been told to wait at first a day or two, now a week or two, and now a month or two.... Waiting for so long been stalled for too long, also been tricked to lose my own money a couple of times by support, glad I didn't listen to him, and his human error as they put it, met my wagers did all my kyc information, talked to management, spoke to lots of support folks.... Just been told to wait, and now I been waiting a little almost a month with many different withdraw fixes.... Probably withdraw over 5 times for the same withdraw because they told me to change the withdraw, and it won't affect the withdraw they said..... Even been called to be told to wait..... All forms and documents all done talked to management and payout team suppose to call me a week ago.... Never heard them call, starting to think the casino is a scam.... Call them lots of time and been told I will get a call back but never get one

Please help me or at least help me get my deposits back...."

Could you please forward your bonus history? My email address is petronela.k@casino.guru.

Dear Martin,

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.

I got my withdraw of $160 today but now the new thing that even surprise me Is they said I can't withdraw my 300 of winnings now like what the heck is going on..... I been confirmed before and now I'm being denied..... So bad man I hate this casino

Dear Martin,

What reason you’ve been given not to be able to withdraw your winnings of $300?

Dear Martin,

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.

They said I can't withdraw my 300 USD because their computer states that I am withdrawing back to back without a deposit.... Which I think is retarded, because their server computer security, should of recognized that its two different payouts.... So I am still waiting for my withdraw as of now..... 1200, Sunday, 27 of September... And its been about a little over a month since my initial withdraw....

Also weird.... And dumb because now I know if I withdraw from there I should withdraw everything or I won't be able to withdraw twice if I needed to..... I'll going to call them right now too..... Getting of not having my own money

Thank you very much, Martin, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Martin.

After I three times read all your posts, I think I finally know why your $300 withdrawal has been canceled.

Unfortunatelly, with all these free bonuses comes a pretty hard rules which needs to be followed.

Could you please send me also your deposits history? (matej@casino.guru)

It is looks like you took two free bonuses in a row. (without deposit between them)

When I made my deposits and redeemed my bonuses, it was all done by the support personnel's directly because I didn't want to make any mistakes and have my winnings or deposit be at any risk. But I'll sent you a copy, it's weird when you look at it and even I don't understand unless I explain what I did then you will get an idea of what the support person did....

Also my 300$ is not canceled just waiting for the right person with the right authority to approve the over ride on my payout.

Long story short I got a promotion added on from support help... for my cash deposit of 70ish, can't remember The exact number on top of my head but have it in my records... and I didn't want to risk my cash deposit or make anything void it...so support helped explain and redeemed the promotion for me. (Lost all my deposit and bonus ) Then the same support guy game me a $300 free bonus after, which I did good, and after asking same support person.... I was confirmed, and promised the withdraw is good and there's nonething wrong with my 300$ payout. I finished my wager so i submitted a payout withdraw, (didn't reach my wager requirements, wasn't told until after I made a new deposit....)

After the requested payout is pendrivers went on with another cash deposit some time later in the day. Lost my cash deposit......and asked for a bonus cash and got a cash deposit promotion Instead... So if your still following, i was confused myself why i got a cash deposit promotion instead of a bonus cash... I did good again, but I wasn't able to withdraw $400-max cash out like the support guy said since my deposit was $40. Reason was, I played my cash deposit first then got the promotion after, As I was playing slots, I reached the wager bonus and I was told its only bonus cash instead of cash deposit promotion. Now while waiting for the 300 payout I was told I didnt reach the wager on it.... Lastly, the supervisor and I came into a resolution that I cancel the 300, and withdraw 160 first, then after finishing the wager on the 300$ I can withdraw that.... What I wasn't told was, their server thinks I'm making two withdraws without a deposit.... So my payouts are backwards, and my cash deposit wasn't acknowledged in the order I made them and The computer thinks I'm trying to withdraw two bonus cash....Oh and I had to wait even longer to be approved because I don't have a driver's license or passport, I have a STATE ID issued card, and of course! (they only accept drivers licenses and passport) I Hope I wrote it good enough for you, to get an idea of what I went through as simplified and specific to understand and follow

If you can help please help me get in contact with the man/woman who controls all of the account manager's, support personnel's, and whoever that works for funclub, or whoever that has authority to let me get my money as promised and soon please because its been too slow, and my Patience wearing thinn, and don't know what to do now

Oki, now I understand your problem properly.

Unfortunatelly, complaint solving process isn't usually fast.

Please Funclub casino representatives could you help me a bit and check Martin's account and help him with the withdrawal.

Greetings Casino Guru Team,

We hope you are doing well!

We have reviewed the account for user Martinvlee91.

Player made a deposit of $40 on August 31st, 2020 and lost it the same day. Player then requested to redeem a 400% Standard Deposit Bonus on the lost deposit (Amounting to $160) the same day and started playing on it. Player then requested to withdraw $400 on September 2nd, 2020 from the winnings on the said bonus.

However, the player was asked to request for the withdrawal in the amount of $160 as the bonus redeemed was to be considered as a Free Chip as the player lost the initial deposit already. Player requested to withdraw $160 on September 2nd, 2020. Player kept on playing with the remainder balance on the account in the meanwhile the withdrawal was being reviewed and processed.

We paid out the withdrawal to the customer in the amount of $160 on September 16th, 2020 (Player has confirmed the receipt in the Complaint thread). However, player requested for other withdrawal the same day in the amount of $300 from the left over balance after the previous withdrawal (which holds no monetary value). Player has since been threatening to file a complaint in case we do not pay it.

As per our Casino's review of the account the customer has been paid already (1x Amount of the Free Chip) and cannot be paid twice on the same Free Chip. The case stands closed as per our review.

Please let us know if can be of any further help.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

ok ryan let me go tell your boss mike and lets see what he has to say and see who going to get put in place bcause oviously you have no idea what is going on... let me go and ask mike and he can explain to you better since your obiously not informed....

FYI there is no complaint and resolution team..... so dont make up stuff

Lastly if it's what you say how come you can't cancel my withdraw smarty pants.... And threatening is not what I do I deliver what I say... Obviously since you reply on here, that means I didn't threaten you.....

Dear casino representatives, could you please send me Martin's game log so we can check it? (matej@casino.guru)

We received from Martin screen from his bonus history, but this picture contains only deposit $160 from 31.8 as you can see.

I talked to their support manager and he told me to keep playing as usual until I get my withdraw, and according to him is going to take months to get my payout, makes me wonder why should I keep depositing if I can't even withdraw... But I hope ryan from funclub casino can even answer and realise he too is wrong and about what he wrote about me. Because i know he is not who he claim to be....

Greetings Casino Guru Team,

We hope you are doing well!

We have forwarded the wagering log to the requested email address <matej@casino.guru>.

Please let us know if can be of any further help.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

Well ryan,why dont you include and admit your statement was wrong too, by now I'm sure your boss filled you in about my situation and how your comment against me is false.... Or is it too much for you since you said all that and make yourself feel like a fool after finding out from your superiors

Thanks for reply Ryan, I wrote to you email about additional information that we need.

Hey I'm talking to the support lead an he said he can't help or don't know how to get me my money out.... This is so cheating.... Please help me get my money that they promised.... I never did anything to make this happen.... The support team of the casino did this to me and its stressing me out so much....

I sent you the chat of me and their supervisor

Ryan, could you please send me the complete Martin's game log (including the record of $300 free chips) We need this log to evaluate the situation which Martin described. We are extending the timer by 7 days. If Ryan fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Your going to need the chat log the same day and time down to the very last second the chat explaining the promotion to me and telling me how it works and me giving getting my deposit done by the support person

What do you mean unresolved? What am I suppose to do then.....? What is all this for if it goes unresolved......? Why cant I get a hold of the casino themself if the support for nonething team can't even help? Who do I have to get a hold of for some results

Hi guys, I just would like to remind you that I am still waiting on the complete Martin's game log.

Martin sent us some chat transcripts before and from them is bvious that he recieved a bonus which was added manually to his account after he played with deposit. This bonus was given him as free bonus but it wasn't free bonus. The agent Mike is obviously the person who knows about the problem.

MIKE: Hi Martin I have sent the concerned team about your payout and i have not got any status yet

Player: Why not?

Player: How do I get a hold of them or the casino floor because I'm growing a lot of concern about ever receiveing it

Player: Also you said it will be locked in payout but I had to redo my payout again

Player: Why is that?

MIKE: I'll be right with you.

MIKE:

The system has declined it as i told you before that the system is looking into it as a free chip withdrawal and a player can not take withdrawal on free chips back to back

Player: Yeah but why don't the computer see and notice what happened

Player: This problem would never happen if customer support never messed up and I'm the one who has to suffer the consequences

Player: I don't get it

MIKE:

Yes the customer support should have never added bonus to your account once you have played with the deposit

Player: You guys work for the casino but it's so difficult for you guys to even get a hold of the casino and I don't get that too

Player: That wasn't the reason why I cant withdraw 300

Hello Casino Guru Team,

We have shared the complete gaming log for player with you for your perusal.

Thanks and Regards,

Ryan

Complaint and Resolutions Team

Wished this site was like the law and justice to online casinos.... And made it right for players like me or at times casinos If they are in the same boat.....

Please send me a copy of this whole complaint please casino guru...... I want to print it out and seek help from other places to get my money legally and by the book

Give them a little more time. It is not an easy task to analyze yours game log. I hope they will understand all my notes and explanations and do what is right. But sure, if they fail I will send you my notes and help you to submit a complaint to they regulator. (Curacao)

Thank you, plus I was told I had to make a deposit, when every bone in my body said no don't deposit, because they were saying.... that's the only way for them to go around the system and give me my 300 payout so I made a deposit to see what happen.... But as for the $400 payout minus $160 they cashed me out already I do feel I am entitled to it too, never made any mistakes to deserve this torment from them.... The part I hate the most is being told lies all this time and making me stress about this whole conflict as if I'm the bad person

Greetings Casino Guru Team,

Upon review and consideration, we have determined that we will honor the $300 withdrawal as the player was continuing his play on the $300 Free Chips redeemed on 08/29/20 02:58:37. We would be initiating a Bitcoin transfer in the next 24 hours to the wallet address we have in our records.

We have also responded to you on the email.

Please let us know if any further details required.

Thanks and Regards,

Ryan

Complaint and Resolutions Team

Wow that's so much bull coming from ryan..... After I deposited again in the casino then I was told by mike about my withdraw, and to lie your goin to honor it..... It has been and is my money from the start..... What if I didn't do a deposit funclub.... Ryan... Will you still honor it..... Big fake....

What about the rest you going to honor that too

I received an email from the casino regarding GAME400-400% bonus where they pointed out that this bonus was activated after you lost the deposit (and logs confirms that) Because of that they are considering this bonus to be free chips with max cashout 1x. What was something I found in the game log and I didn't know exactly why only $160 was approved, so now it makes sense for me.

In this point, I would like to say, in most casinos if any player starts to play with the deposit without activating a bonus then getting a bonus after the first bet is not possible. So in this, we believe that the casino was generous that they allowed you to take a bonus retrospectively and applying 1x max cashout we do not consider as unfair. (considering the circumstances) But it would be much better to explain this rules when the bonus was activated. (which we don't know if happened - but we assume that it didn't)

Ok..... Understand, but as of now, like ryan stated, I will get my 3 months old payout within 24 hurs but still no cash out.... So how long do I have to wait still after the gurantee within 24 hours if I can't even get a transaction ID number to look on the blockchain..... To see the transaction happening.....

I want to ask Funclub casino representative to provide the transaction ID for Martin.

Can't even admit a transaction ID number.... 24 hour bogus.... Still beig told to wait for 24 hours and another 24.... Probaly wait until the end of this month to be process sounds more believable

Greetings Casino Guru Team,

Thank you for your cooperation and patience.

We have been facing some unforeseen issues with our Bitcoin processor and was unable to obtain a transaction number at the moment.

However, as per the update from the team, withdrawal was processed on Nov 11th 2020.

I would request the player to confirm at their end.

Thanks and Regards,

Ryan

Complaint and Resolutions Team

Martin, please let me know when you receive the funds.

After waiting for so long I finally received it. And note to "Ryan" from funclub who needs to be fired and never hired ever anywhere! Lie like a rug.... customer support... ever, Because of humans like Mike@funclub casino, advising how I was to get my payout. Because I made a deposit, I wasn't lucky to win this time, but he said the system don't see the withdraw as a second free chip payout... therefore making it possible to withdraw my funds... My experience through this is, that thank you Matej Novota and all of casino guru for being a second ear and voice to my 3 months long payout. As they put it, one of a kind situation, according to funclub casino, plus the only reason I would go play again there is because there's support like Mike still there on the other end trying to resolve figure out and help someone like me.... Another stranger. Then there's others like Ryan@funclub casino, who makes me hate online casinos

Martin, I was thinking about what to do with this case, and if we should punish the casino somehow for all the complications. Then I realised how many time I spent with your log to determine what exactly happened and I believe that even though you feel unsatisfied about how certain persons from casino support handled yours complaint, it was very complicated to discover what exactly happened. And that's why we decided to close this complaint as "solved" in our system.

I hope you understand our decision.