Funclub Casino - 選手の退会が遅れました。

Hey Casino Guru,

I've had this withdrawal _forever_ at FunClub and I'm needing help.

Background: I used to love Funclub. I have been using no rules coupons with Funclub forever - have deposited thousands, have done other withdrawals, and had a great relationship with them at one point. They started getting worse with withdrawals and communication back in 2021; used to talk on the phone all the time with their VIP manager 'Smith', but he basically fell off the edge of the earth (others Mike, Steve). Finally I've not heard back from them at all from any type of communication.

I have tried email, text (SMS) and chat support about 10x for this. When talking to chat support you will get 'we will escalate this for you', but it is never escalated. I've sent emails to their support (support@funclubcasino and info@funclubcasino) as well as 2 emails to their casino manager which I had the email for. They have basically blocked communication and I'm tired of trying to get this last withdrawal.

I am 100% sure I can't get this without help.

My last withdrawal that I submitted > 9 months ago (12/31/2021). I did a deposit of $120-140 for this (which btw is strange that this deposit is _not_ showing on the history...all of my other ones are since 2019) and usually they have a 10x withdrawal limit, so I should be getting around $1200-1400 - note that I did the withdrawal for $2000 because they always take out a fee and ask to put extra onto the withdrawal.

Here is the transaction id (19940) and info from the checkout (Payment History) of their site:

31/12/2021 10:45:56 19940 US $2,000.00 Withdraw WireTransafer

Note also that this was for a bitcoin withdrawal, but after many times mentioning this to them, it's still not listed correctly on their checkout. (Transafer...etc) I'd definitely like to get this via bitcoin and can provide my receive address when ready.

Please let me know if you need more information, my user ID is patmanami.

Thanks much

Patrick/patmanami

Dear patmanami,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Were your winnings accumulated with or without an active bonus, please?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but nine months is unusually long time.

However, 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

Hey Petronela

I've never had a _fast_ withdrawal with them even in the beginning - I think my fastest was 2-3 weeks maybe? On average it was always something to do with payments being delayed, accounting on vacation, blah blah.

They never specified what the delay was, only that it would be 'escalated' (basically, they said sorry to hear you haven't gotten your money, I'll escalate it to accounting/VIP manager and they will get back with you is what they've said 4x now). It has been probably 7-8x that I've reached out through chat and email, after that many times it felt like a lost cause, so I kinda gave up after I couldn't find a way to reach them or to add a complaint anywhere.

The winnings were without an active bonus, but they used to have a 10x max payout on any deposit (check my other info in my other post); so unless this changed this withdrawal will be around $1200-1400 for cashout. **

** Right now my balance is freaking _high_ - (~$12000) as I hit some weird bonus on at least one game winning > $10K, but I'm pretty sure those winnings are forfeit because of their 10x max withdrawal limit they had at one point. I could be wrong...and it would be great if they lifted that limit. That would definitely be a good question to ask.

Thank you!

Patrick / patmanami

Thank you very much, patmanami, 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. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear patmanami

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Funclub Casino to join the conversation.

Dear Funclub Casino,

Can you please provide some information regarding the player's long withdrawal delay?

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.

We would like to give this case more time to get resolved. We are extending the timer for additional 7 days.

If the casino fails to respond or provide the evidence in the set time frame, we will be forced close the complaint as ‘unresolved’ which will have a negative impact on the casino rating.

Dear patmanami

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