Funclub Casino - 選手の退会が遅れました。

Requested withdrawal of 400.00 , tried to email support several times to check status and even sent in documents. No replys at all. Phone number listed is either busy don't ring or a dial tone.... I don't see anywhere in the website to use the "live chat" ....

It's been a week. They canceled my first attempt "Status:

Cancelled for lacking/wrong data" I never did anything to cancel it and have sent documents. Again it's been a week.

Please help me Gurus.

Dear tylerismyworld850,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

I used my cash app account number and I googled the "swift code" for sutton bank (cash apps bank) and provided that number. Is that correct?It says my withdrawal has been approved. That's the only type of confirmation I've even received and that's automated. I need an email or any type of way to contact the casino so I know where exactly to send documents for the "KYC" verification. (Whatever KYC stands for) I've emailed the one there website provided telling me what documents to send and where, twice.. But, haven't gotten any confirmation at all not even a reply. I've sent them twice. Is there another email that I can actually get a response from? So I have some type of sense of security, that I will get my money and it's not just a hoax?

This is the second time they have sent me an email claiming I have requested the withdrawal be cancelled. They "processed" that pretty fast didn't they? I still haven't heard one word from the casino except these two cancelled emails.

Thank you very much, tylerismyworld850, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 tylerismyworld850,

I am so sorry to hear your withdrawal hasn't reached you yet. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Funclub Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Funclub Casino,

Could you please state why the player's withdrawal has not yet been paid out and when can he expect payment?

 

Thank you in advance for providing the information.

Kind regards,

Stefan

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 tylerismyworld850,

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,

Stefan