Funclub Casino - プレイヤーは賞金を引き出すことができません。

I submitted proof of identity, and submitted my email and username, and they told me I had no funds to withdraw. But my account currently sits at 38000 USD with no bonus money, I completed the playthrough wager amount, above and beyond what was asked. After one email saying I had no funds to collect, they simply quit replying to any of my emails when I'd ask when they'd let me withdraw my winnings

Hello Aaron,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you accumulated these winnings with a bonus? Could you please advise which bonus you activated?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your email, Aaron. I am sorry to disappoint you, but if you played with a free chip, there is a maximum cashout limit. I checked the Bonus T&Cs and I found this:

"Unless otherwise stated, the max cash-out for all no-deposit bonuses can’t surpass 1 times the sum value of the bonus redeemed. All free chips valued at or below $100 will have a cash-out limitation of no longer than, nor less than, $100."

This means that you wouldn't be able to withdraw more than $300 of your winnings as you played with a free chip with this value.

Moreover, you haven't forwarded me any communication between you and the casino. I am mostly interested in the one that claims you have no balance in your account. Could you please provide it? Thanks.

Dear Aaron,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

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.