Funclub Casino - El jugador no puede retirarse.

Hello I got the bonus and played with 300 usd made it to 1500 usd. I asked the support to pay me the money. The answer came that Germany is not available for this. I wasn't satisfied with that and asked again and the answer came that I had to complete the whole process first with 35 euros... I don't understand the world anymore, I need help and would like the money because I was very happy about it . Kind regards Bianca

Hallo ich habe den Bonus erhalten und mit 300 usd gespielt, habe es bis 1500 usd geschafft. Ich habe den support gebeten mir das Geld aus zu zahlen. Es kam die antwort das deutschland nicht dafuer verfuegbar ist. Damit habe ich mich nicht zufrieden gegeben und habe nochmal gefragt da kam dann die Antwort, ich muesste erst einmal den durchgang komplett abschliessen mit 35 euro...Verstehe die Welt nicht mehr, brauche Hilfe moechte das Geld haben denn ich habe mich sehr darueber gefreut. Lieber Gruss Bianca

Hello Bianca,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Funclub Casino. Please allow me to ask you a few more question before we would move forward.

Is this your first bonus in the casino or you had any in the past? Do you still have any balance on your account? Could you please elaborate that 35€ part as I'm not sure if I understand it correctly.

Looking forward to your answer.

Regards,

Nick

Hi, thanks for the quick response. I was told I should deposit 35 euros and let the process run through to the end, but I still don't get the money 😕... No, that was the first time I won that much, and I think it is then that's my money too. Thank you Nick and remain with best regards. Bianca 😊

Hallo, danke fuer die schnelle Antwort. Man hat mir mit geteilt ich soll 35 euro einzahlen und den prozess durch laufen lassen bis zum Ende, bekomme aber trotzdem nicht das Geld 😕...Nein das war das erste mal auch das Ich soviel gewonnen habe, und Ich bin der Meinung dann ist das auch mein Geld. Danke Nick und verbleibe mit lieben Gruss. Bianca 😊

Hello Bianca,

Could you please specify the exact date of you withdrawal request and the date of depositing the 35€? Did you go through the verification process?

Hello Nick, nice to read from you. The exact date was April 11th, 2022 when I did it. I hope I get the money I earned because I was really happy. Good evening and I look forward to an answer. Cheers Bianca

Hallo Nick, schoen von Dir zu lesen. Das genaue Datum war am 11.04.2022 wo Ich das gemacht habe. Ich hoffe bekomme mein erspieltes Geld, denn hab mich total gefreut. Schoenen Abend und freue mich auf Antwort. Lg Bianca

Hello Bianca,

As we usually recommend to wait 14 days for the verification and the first payout to be processed, and it was around 2 weeks ago, I would like to ask if there is any update regarding the case. If not, we will intervene.

Regards,

Nick

Dear Bianca,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

Hello Nick,

unfortunately no news on the receipt of the payments. You can intervene, so thank you for that.

Kind regards

Bianca K*****

Hallo Nick,

leider keine Neuigkeiten auf den Bezug der Auszahlungen. Sie koennen eingreifen, somit vielen Dank dafuer.

Mfg

Bianca K*****

Thank you Bianca for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Bianca,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Funclub Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Funclub Casino Team,

Could you please clarify the player's situation in more detail? What should the player need to do to be able to withdraw her winnings?

Thank you in advance for providing the information.

We would like to ask 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 close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Dear Bianca,

I was in contact with a casino representative. She assured me that your problem would be submitted to the person in charge. She should keep me informed of progress.

Currently, I am waiting for the information and update. I sincerely hope someone will contact me soon.

Once I have any news, I will let you know. Or, someone will comment directly here. Please, let's stay positive and patient.

We would like to ask 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 close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Dear Funclub Casino,

Please note this is for the last time the timer will be extended. If there is no progress until the timer is elapsed, the complaint will be closed as unresolved.

Hello, very pleased with the news. Thank you for your efforts. Yes, I am patient and I look forward to an answer.

Kind regards

Bianca K*****

Hallo, sehr erfreut ueber die Nachricht. Danke fuer die Bemuehungen Deinerseits. Ja ich habe Geduld, und freue mich auf Antwort.

Mfg

Bianca K*****

Hello Bianca & Branislav,

Hope you're doing well.

We would like to apologize for the delay in our response on the forum and for what you had to go through. But we've checked your account and found that you have completed the play through, congratulations on that! You can go ahead and raise the withdrawal request and send the pictures of the following documents on: kyc@funclubsupport.com :

1) Front & back copy of your photo ID proof (Either a Passport or Driving License)

2) Selfie holding the same ID in your hand (details on ID should be clear enough to read & match)

3) Recent copy of your utility bill

Please contact us on our 24/7 chat support for instant help or guidance (if required).

We appreciate your patience with us.

Regards

Support Team

Funclub Casino

Hello very pleased with the message and I am pleased that we were able to clarify this, but why do you need my electricity bill???.

Kind regards

Bianca K*****

Hallo sehr erfreut ueber die Nachricht, und freue mich das wir das klaeren konnten, doch warum benoetigen Sie meine Stromrechnung ???.

Mfg

Bianca K*****

Greetings all,

Thank you, Funclub Casino Team, for your reply and for providing the explanation.

Dear Bianca,

It is a common requirement and an industry standard. Your utility bill is necessary to confirm your address.

Please, let us know once you have done the above-mentioned steps and have any news from the casino regarding your verification and/or withdrawal issue.

Thanks Branislaw for the explanation. Yes, I will forward the documents by e-mail to the so-called address, we'll see what happens. Many thanks for your efforts.

Kind regards

Bianca K*****

Danke Branislaw, fuer die Erklaerung. Ja werde die Unterlagen per E.mail an der sogenannten Adresse weiter leiten, gucken wir was passiert. Herzlichen Dank fuer Deine Bemuehungen.

Mfg

Bianca K*****

Alright, Bianca. I am looking forward to hearing from you soon with positive news.

Now I am extending the timer and I will wait for your update.

Hello Branislaw,

I hope it goes well. Just wanted to let you know that I just emailed the payout documents to the casino's email address.

Kind regards

Bianca K*****

Hallo Branislaw,

Hoffe es geht gut. Wollte nur mitteilen das Ich die Dokumente zu Auszahlung gerade per E.mail an die so genannte E.mail vom Casino abgeschickt habe.

Mfg

Bianca K*****

Hello, Bianca,

I will extend the timer and will wait for an update. Please, let's provide the casino with a few business days to review the documents and let us know once you have any news from the casino regarding the verification.

Hello Branislav,

I will do that, thanks for the info. Wish a good day.

Warm wishes

Bianca

Hallo Branislav,

Das werde Ich machen, vielen Dank fuer die Info. Wuensche einen schoenen Tag.

Lieber Gruss

Bianca

Dear Bianca,

We have received the documents that you have shared however the utility bill is not a complete picture and as far as we verified its from 2019. We need a picture of your recent utility bill which should be less than 3 months old. Banking has already responded on your email requesting to the sent the recent bill and a complete picture.

Also you have not raised the withdrawal request yet. I would request you to please raise the withdrawal request on your account. Please feel free to connect with our 24/7 chat support if you need any assistance in order to raise the withdrawal or for any other query or concern(s).

Thanks & Regards

Support Team

Funclub Casino

Good morning,

I am very pleased to request the current electricity bill from DEW21 by e-mail today and will send it to you as soon as it arrives. Will request the payment on the platform later. Many thanks for that.

Kind regards

Bianca K*****

Guten Morgen,

Sehr erfreut werde heute bei der DEW21 die aktuelle Stromrechnung anfordern per E.mail und sobald Sie da ist an Sie schicken. Werde nachher mal due Auszahlung auf der Plattform anfordern. Lieben Dank dafuer.

Mfg

Bianca K*****

Dear Bianca,

We will be looking forward for it.

Have a great day ahead.

Regards

Support Team

Funclub Casino

Good to see progress.

Bianca, please let us know once you provide the casino with the missing document.

Good morning Branislav,

Will let you know as soon as I email the document to the casino.

Kind regards

Bianca K*****

Guten Morgen Branislav,

Werde Dir sofort Bescheid geben, sobald Ich das Dokument per E.mail an das Casino schicken.

Mfg

Bianca K*****

Hello Branislav,

Wanted to tell you now I have the missing document which shows that I am making ongoing payments to the electricity provider. I also requested the payment with my current bank details. I wish you a nice day. Kind regards Bianca

Hallo Branislav,

Wollte Dir mitteilen habe nun auch das fehlende Dokument wo hervor geht das Ich bei dem Stromanbieter laufende Zahlung taetige. Habe auch die Auszahlung angefordert mit meiner aktuellen Bankverbindung. Wuensche Dir einen schoenen Tag. Lieber Gruss Bianca

Hello, Bianca,

Thank you for the update.

Once you send the necessary document(s) to the casino and you have a reply from it, please share the news with us.

Have a nice weekend.

Hello Branislav,

I've already sent it but haven't gotten an answer yet, I think it will take a while. Thank you we read each other.

Kind regards

Bianca K*****

Hallo Branislav,

Habe es bereits geschickt aber noch keine Antwort bekommen, denke dauert noch etwas. Vielen Dank wir lesen uns.

Mfg

Bianca K*****

Dear Bianca,

We have received the email but unfortunately the documents that you have sent are not opening up. it gives an errors stating format not supporting or corrupted files. Can you please click a picture of your recent utility bill and send it in JPEG format.

Regards

Support Team

Funclub Casino

Hello, I've only just read the message, I'll send it again tomorrow. Kind regards Bianca

Hallo, habe die Nachricht erst gerade gelesen, werde diese Morgen sofort nochmals zu schicken. Lieber Gruss Bianca

Hello just wanted to let you know, I'm trying to send the electricity bill to the e-mail address, but it always appears on hold, is there another alternative, because I'm waiting for my payment. Best regards and until then...

Kind regards

Bianca K*****

Hallo wollte nur mitteilen, versuche gerade die Stromrechnung zu senden an die E.mail Adresse, doch erscheint immer in der Warteschleife, gibt es eine andere Alternative, denn warte auf meine Auszahlung. Lieber Gruss und bis dahin...

Mfg

Bianca K*****

Dear Bianca,

Did you try to take a photo of the document and send it to the casino via email? Where is the problem, please? Are you able to provide the casino with the necessary document?

Hello Branislav,

Yes, I have several times, but every time there is a queue from gmail...that means some problem from funclubcasino. So I asked for an alternative, possibly Whatsup or another email where I can send it.

Kind regards

Bianca K*****

Hallo Branislav,

Ja habe ich bereits mehrmals doch jedesmal steht da warteschlange bvon gmail...das bedeutet irgend nen problem von funclubcasino. Daher habe ich nach ne alternative gefragt evtl. Whatsup oder andere E.mail wo ich es hin schicken kann.

Mfg

Bianca K*****

Hello Branislav and Bianca,

Hope you're doing well!

@Bianca - We would like to tell you that there is absolutely no problem with the email as we are receiving all the emails on the given email address. You can try again sending it to the following email addresses. Please make sure that you sending the email from your REGISTERED email address with the casino.

You can send the documents on:

1. kyc@funclubsupport.com
2. info@funclubsupport.com

Please connect with our 24/7 chat support if you face any issues in sending the email and we will help you with it.

Regards

Support Team

Funclub Casino

Hello Funclub Casino and Branislav,

I just took the E.mal info@....... It worked, so I thank you for the message.

Greetings

Bianca K*****

Hallo Funclub Casino und Branislav,

Habe jetzt gerade die E.mal info@...... genommen. Hat geklappt somit bedanke Ich mich fuer die Nachricht.

Liebee Gruesse

Bianca K*****

Greetings all,

Good to see we finally moved forward.

Dear Bianca,

Please let us know as soon as you receive any news from the casino regarding the provided document(s).

We are looking forward to hearing from you soon.

Hello Branislav,

Of course I'd be happy to, as soon as I have feedback, I'll share it with you.

Kind regards Bianca

Hallo Branislav,

Klar sehr gerne, sobald Ich ein Feedback habe, teile Ich Dir dieses mit.

Liebe Gruesse Bianca

Hello Bianca and Branislav,

@Bianca - We want to apologize but it seems that due to some technical glitch we have lost some documents and yours were also part of that lot. We would request you to please send all the documents that you have sent once again on the both email addresses that is mentioned above.

We appreciate your patience with us.

Regards

Support Team

Funclub Casino

Good evening Funclubcasino and Branislav,

Tomorrow I will send all the documents again by e-mail, and then we hope that the result will finally come.

Warm wishes

Bianca

Guten Abend Funclubcasino und Branislav,

Werde morgen nochmals alle Dokumente per E.mail senden, und dann hoffen wir das es dann auch endlich mal zum Ergebnis kommt.

Lieber Gruss

Bianca

Hello, short info do you have the documents to finally start the payment. Nice to read from you.

Warm wishes

Bianca

Hallo, kurze Info haben Sie die Dokumente um endlich mit der Zahlung zu beginnen. Waere nett von Ihnen zu lesen.

Lieber Gruss

Bianca

Dear Funclub Casino Team,

Could you please provide us with an update on the player's issue? Did the casino receive all the necessary documents? What is the status of the player's verification process?

Hello Branislav,

Have no problem with Funclub Casino. I have already sent all documents for the second time, as the first ones simply got lost. And still waiting for a reply from Funclub casino.

Cheers Bianca

Hallo Branislav,

Habe kein Problem mit Funclub Casino. Habe bereits das zweite mal alle Dokumente gesendet, da die ersten einfach verloren vegangen sind. Und warte immer noch auf ne Antwort von Funclub casino.

Lg Bianca

Dear fun club casino...

I don't understand that at all but well then I'll send you again. Because for the first time my documents have disappeared. So do that tomorrow, and I'll give you the information here again that you've been sent for the third time.

Cheers Bianca

Liebes Funclub- Casino...

Das verstehe ich gar nicht aber nun ja dann werde Ich Sie nochmals senden. Denn das erste mal sind ja meine Dokumente verschwunden. Also mache das am morgigen Tag, und werde dann hier nochmals Info geben das Sie zum dritten mal gesendet sind.

Lg Bianca

Dear Bianca,

After sending an email or emails, I recommend you check the email inbox folders to be sure you do not receive an automatically generated reply from the system that the email was not received/sent successfully, and also the outbox folder to see if all emails are visible there as successfully sent (also try to open them). In the case of attached files exceeding a few MB, try to send them in parts and divide them into more emails.

Please, let us know once you send the necessary documents.

Hello Funclub Casino and Branislav,

Now I have sent the documents to elwin....@ and so on, I have confirmation that everything went well. I hope it finally works.

Greetings Bianca 👍

Hallo Funclub Casino und Branislav,

Nun habe Ich die Dokumente gesendet an elwin....@ und so weiter, habe eine Bestaetigung das alles geklappt hat. Hoffe das es nun auch endlich klappt.

Lieber Gruss Bianca 👍

Hello All,

@Bianca - Thank you for sending the documents once again. We really appreciate your time, effort and your patience with us.

We checked the documents and found that the utility bill that you sent is from November 2021. Kindly request you to please send the recent utility bill so we can process this request further.

Regards

Support Team

Funclub Casino

Hello Funclub Casino,

Now I have to go straight to DEW21, which is in town, and I won't be able to do it before Friday, because you don't do it by phone, so you only do the annual bill. But there are also the deductions for 2022 as you can see, so it is clear that these are my bills. As I said then only Friday will then send you.

Best regards Bianca K*****

Hallo Funclub Casino,

Nun dazu muss Ich dann direkt nach der DEW21 die ist in der Stadt werde das vor Freitag nicht schaffen, denn telefonisch machen due das nicht daher nur die Jahresrechnung. Da sind aber auch fuer 2022 die Abschlaege wie man sieht, daher geht auch hervor das es meine Rechnungen sind. Wie gesagt dann erst Freitag werde Sie dann schicken.

Lieber Gruss Bianca K*****

Good evening Funclub casino and Branislav,

I only get the document on Monday, will then send it immediately by e-mail. So have a nice weekend.

Greetings Bianca 👍

Guten Abend Funclub casino und Branislav,

Bekomme erst Montag das Dokument zu geschickt, werde dieses dann sofort zu schicken per E.mail. Somit ein schoenes Wochenende.

Lieber Gruss Bianca 👍

Dear Bianca,

Thank you for keeping us posted. We appreciate your patience and wish you a great weekend ahead!

Regards

Support Team

Funclub Casino

Hello Funclub Casino and Branislav.

Today I sent a screenshot of Dew21, called them and forwarded the message to info@....etc. It shows, as well as the annual bill, that it is my electricity provider. I need the money very privately because of a death in my family. So I'm finally asking you for the payment. At the same time I would like to thank Branislav and the whole team through your work it is possible to have this clarified. Greetings also to funclub casino.

Kind regards Bianca K***** 👍

Hallo Funclub Casino und Branislav.

Heute habe ich ein Screenshoot von der Dew21 geschickt, habe mit denen telefoniert und somit die Nachricht weiter geleitet an info@....etc. Da geht hervor sowie die Jahresrechnung das es mein Stromanbieter ist. Ich benoetige gerade das Geld sehr privat wegen einem Sterbefall in meiner Familie. Somit bitte Ich Sie nun endlich um die Auszahlung. Bedanke mich gleichzeitig auch bei Branislav und das ganze Team durch Eure Arbeit ist es erst einmal moeglich dieses geklaert zu haben. Liebe Gruesse auch an funclub casino.

Liebe Gruesse Bianca K***** 👍

Greetings all,

Thank you both for the information and I am sorry for my delayed reply.

Dear Funclub Casino Team,

Could you please provide us with an update on the player's verification? Is everything alright and approved? When will she be able to withdraw her funds?

Hello All,

Dear Bianca: We're sorry to hear about the loss in the family. We've checked the email that you sent yesterday and it does not have any utility bill but you attached a picture of your email and unfortunately that will not be considered as a utility bill.

We would request you to kindly send us the copy of most recent utility bill.

Dear Branislav: Unfortunately till the time the player sends a recent copy of her utility bill we can not process this cash out further.

Regards

Support Team

Funclub Casino

Hello everyone.

You already have the annual accounts of DEW21, which also says that I make payments to the provider, I can't fake something like that. So please that's enough. The whole thing is starting to annoy me.

Best regards Bianca K*****

Hallo an alle.

Sie haben bereits die Jahresrechnung der DEW21 wo auch steht das ich Zahlungen an dem anbieter taetige, sowas kann ich ja nicht faelschen. Also bitte das reicht voellig aus. So langsam nervt mich das ganze.

Lieber gruss Bianca K*****

Hello Funclubcasino and branislav,

I've now called DEW21, they can only send me an up-to-date invoice by post, they say it will be there in the course of the week. As soon as that's done, I'll take pictures of them and then send them to you. Because it's through the job center for me, I can't send anything there, it's approved until next year. And then it says that the deduction for electricity and gas will be paid from my rate. please answer L

Greetings Bianca

Hallo Funclubcasino und branislav,

Habe jetzt mit der DEW21 telefoniert, die koennen mir nur mit der post eine aktuellw Rechnung schicken, sie sagt im laufe der woche wird die da sein. Sobald das ist fotografiere Ich diese und schicke sie dann zu.Denn bei mir laeuft das uebers Jobcenter, kann ich nicht da was schicken der ist bewilligt bis naechstes jahr. Und da steht dann das der abschlag strom und gas von meinem satz bezahlt wird. Bitte antwort. L

Lieber gruss Bianca

Hello Funclub Casino and Branislav.

Finally got the electricity bill in the mail, just emailed it to Funclub Casino. I also have an email confirmation. So my best regards to you.

Kind regards Bianca

Hallo Funclub Casino und Branislav.

Nun ist es soweit habe endlich die Stromrechnung mit der Post bekonmen, gerade an Funclub casino per E mail geschickt geschickt. Habe auch ne E Mail Bestaetigung. Somit liebe gruesse von mir an Euch.

Lieber Gruss Bianca

Hello Branislav and Funclub.

Haven't heard anything yet and it's been 27 hours but verification of all documents have been received by Funclub Casino. Thought you would share that.

Kind regards Bianca to Branislav

Hallo Branislav und Funclub.

Habe noch nichts gehoert und das sind schon 27 stunden um, aber die Verifizierung aller Dokumente sind bei Funclub Casino eingegangen. Dachte teile Dir das mal mit.

Liebe Gruesse Bianca an Branislav

Hello Bianca,

Thank you for sending the documents. Please wait and the banking will respond within 24 hours on your email.

Regards

Support Team

Funclub Casino

Good morning fun club casino

Thank you for the information.

Kind regards Bianca

Guten Morgen Funclub Casino

Vielen Dank fuer die Information.

Lieber Gruss Bianca

Greetings all,

Thank you for keeping us informed.

Dear Bianca,

Could you please let us know once you have any news from the casino's banking department?

We are looking forward to hearing from you and hope the issue will be resolved soon.

Hello Branislav,

Sure, I will definitely do that, the 24 hours are not over yet. Thanks for answering.

Kind regards Bianca

Hallo Branislav,

Klar, das werde Ich auf jeden Fall machen, die 24 Stunden sind noch nicht vorbei. Danke, das Du Dich gemeldet hast.

Lieber Gruss Bianca

Hello Branislav,

Hello, I'll do that as soon as the bank has contacted me. Thank you for your message.

Kind regards Bianca

Hallo Branislav,

Hallo klar das mache Ich sofort wenn die Bank sich gemeldet hat. Danke fuer Deine Nachricht.

Lieber Gruss Bianca

Good morning Branislav,

Get back to me about it, no bank has contacted me yet, thought I'd give you some feedback.

Until then.

Kind regards Bianca

Guten Morgen Branislav,

Melde mich bezueglich zurueck, es hat sich bis jetzt noch keine Bank gemeldet bei mir, dachte gebe Dir mal ein Feedback zurueck.

Bis dahin.

Lieber Gruss Bianca