Funclub Casino - El retiro del jugador ha sido rechazado.

Hello, the casino is not paying out ... Fraud to the power of 10 ... They don't want to pay me the $ 1000 because I paid in with Bitcoin and had credit in my account ...

Hallo,das Casino zahlt nicht aus...Betrug hoch 10....Die wollen mir die 1000 Dollar nicht auszahlen weil ich mit Bitcoin einbezahlt habe und Guthaben auf meinemKonto hatte...

Dear daenemarker,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Could you please elaborate? What was the reason your winnings have been cancelled? Have you been accused of breaching rule regarding mixed funds?

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

Hello Petronela, I took advantage of the no deposit bonus and fulfilled the wagering requirements. I then wanted to withdraw but it was canceled without a reason. So I deposited 55 dollars in Bitcoin and played a few hours with my balance. I then had 1350 Dollars in real money and wanted to pay out 1000 dollars ... That was then canceled again for no reason, I then contacted Live Chat and they wrote me that I should not have paid in because I still had credit ... He offered me mine To cancel credit and then to credit a deposit bonus, which of course I refused, I have really never experienced anything like it.

Hallo Petronela,ich habe den Bonus ohne Einzahlung in Anspruch genommen und die Umsatzbedienungen erfüllt.Ich wollte dann auszahlen lassen aber es wurde ohne Begründung storniert.Also habe ich 55 Dollar per Bitcoin einbezahlt und ein paar Stunden mit meinem Guthaben gespielt.ich hatte dann 1350 Dollar an Echtgeld und wollte 1000 Dollar auszahlen...Das wurde dann wieder ohne Gründe storniert,ich habe mich dann an Live Chat gewendet und der schrieb mir das ich nicht hätte einzahlen dürfen weil ich noch Guthaben hatte...Er bot mir an mein Guthaben zu stornieren und ich dann einen Einzahlungsbonus gutzuschreiben was ich natürlich ablehnte.So etwas habe ich wirklich noch nie erlebt.

What does mixed funds rule mean?

Was bedeutet Mixed-Funds-Regel ?

Hello,

Funds from deposit and bonus balances should not be mixed together or displayed to the player as a single pot of money.

If you have had an active balance accumulated from No Deposit bonus and then you deposited funds, it might got mixed and even if you have accumulated winnings later on, after depositing, it would be considered as the origin of all the winnings was the No Deposit bonus, hence, maximum cash out would be applied.

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

Hello Petrolea, I sent you an email. That is totally misleading ... I had and have had real money and thought you had to deposit before you could withdraw. I also sent all the documents there. Thank you for your effort

Hallo Petrolea,ich habe Dir eine Mail geschickt.Das ist ja total Irreführend...Ich hatte und habe Echtgeld gehabt und dachte man muss einzahlen bevor man auszahlen kann.Ich habe auch sämtliche Dokumente dorthin geschickt.Vielen Dank für deine Mühe

Thank you very much, daenemarker, for forwarding all the screenshots. I have checked general bonus terms and conditions, and this is what I found: https://www.funclubcasino.com/rules/?set_lang=en_GB:

"No Deposit Bonuses (also known as Free Chip|, Processor, Free Spins, Free Roll/Spin, Slot Tournaments) and "No Play No Max" Bonus Rules.

If they never have deposited Players from particular nations may not cash-out of free processor offers. These players may partake of said processors that are free for entertainment purposes only. Please contact Customer Support to find out the list of excluded countries to see whether your state is included."

Clearly, I have checked with the live chat agent and Germany is on the list of these particular nations. According to live chat, no deposit bonuses are offered to all the players, even if their nation is listed between "restricted" ones, thus they can test the games.

However, I would like to emphasize that in case restricted countries are not mentioned in terms and conditions but hidden somewhere, the casino should pay the player. Please, could you confirm that you have never placed a deposit in this casino prior to activating a No Deposit bonus? Was it the 300 Free Chip with the activation code JOIN300? We will contact the casino right after your confirmation.

Good morning, yes it was the bonus JOIN 300 and I only deposited 100% after the bonus, because I thought you could only withdraw after I made a deposit, that's the case at almost all casinos.

Guten Morgen, ja es war der Bonus JOIN 300 und ich habe zu 100% erst nach dem Bonus einbezahlt, weil ich dachte, man kann erst eine Auszahlung vornehmen, nachdem ich einbezahlt habe, das ist ja bei fast allen Casinos so.

And I live in the federal state of Schleswig Holstein ...

Und ich lebe im Bundesland Schleswig Holstein...

Thank you very much, daenemarker, for your reply. I will now transfer your complaint to my colleague Peter 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 Petronela, thank you very much for your commitment. I also have a good legal protection insurance if this should help.

Hallo Petronela,vielen Dank für deinen Einsatz.Ich habe auch eine gute Rechtschutz Versicherung falls dies was bringen sollte.

Hi Michael,

I looked at your case and understand the problem. I will contact the casino and see what can be done.

Thank you very much.

Dankeschön.

We would like to ask the 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello, I would like to complain about them to the licensor. Do you have an email address for me? Thank you

Hallo,ich möchte mich beim Lizenzgeber von denen beschweren.Habt ihr da eine Emailadresse für mich?Danke

Hello, I would like to complain about them to the licensor. Do you have an email address for me? Thank you

Hallo,ich möchte mich beim Lizenzgeber von denen beschweren.Habt ihr da eine Emailadresse für mich?Danke

Hello, I would like to complain about them to the licensor. Do you have an email address for me? Thank you

Hallo,ich möchte mich beim Lizenzgeber von denen beschweren.Habt ihr da eine Emailadresse für mich?Danke

Hello, I also want to complain to their licensor, do you have a link for me?

Hallo,ich will mich auch bei deren Lizensgeber beschweren,habt ihr da einen Link für mich?

Hi Michael,

There is a contact form at the bottom of the following page where you can contact the authority: http://www.gaming-curacao.com/. Please let me know when they reply.

Thank you

Danke

Hello Casino Guru Team, 

We apologize for the delayed response.

We have reviewed the account for the user "daenemarker".

As per the our findings, player redeemed the welcome bonus on November 17th 2020 and requested to withdraw $999 on the same date. We cancelled the same on November 18th 2020 as the player did not meet the 20x playthrough.

Then, the player requested to withdraw $800 on November 18th, out of the $999 (without wagering any further since the last request) and the same was cancelled on November 19th due to the same aforementioned reason.

Next, on November 19th 2020, the player made a deposit on the existing balance from Welcome bonus chip and started playing further. This led to the mixing of funds from the welcome chip with the deposit and made the player ineligible to withdraw any winnings.

However, we did offer the player to remove the mixed funds and a cashable Free Chip as a courtesy when he contacted us on November 22nd 2020. Player can use it to play and win upon meeting the playthrough of 20x. However, the player denied for the same.

We would still like to offer a second chance to the player in the form of a $100 Free Chip as we want our players to have a fair chance at winning.

Please let us know if there are any further details required.

Thanks and regards,

Ryan

Complaints and Resolutions Team

Hello, that's really ridiculous ... All withdrawals were canceled by the casino without any explanation. I wagered the bonus more than 20 times. There was always credit to be paid out and not bonus money. I also contacted the licensor today ...

Hallo,das ist echt lächerlich...Alle Auszahlungen wurden ohne Begündung vom Casino storniert.Ich habe den Bonus mehr als 20 mal umgesetzt.Es stand auch immer auszuzahlendes Guthaben und nicht Bonusgeld.Ich habe heute auch den Lizensgeber kontaktiert...

I would not have been able to pay out if I had not reached the turnover. 1000 dollars profit paid 60 dollars and they want to give me 100 dollars free chips? No way .... !!

Ich hätte gar nicht auszahlen können wenn ich den Umsatz nicht erreicht hätte.1000 Dollar gewinn 60 Dollar einbezahlt und die wollen mir 100 Dollar Freechips geben?No way....!!

I only deposited there because it is common at all casinos and only deposit then withdraw.

Ich habe da auch nur eingezahlt weil es bei allen Casinos Gang und gebe ist erst einzahlen dann auszahlen.

Thank you daenemarker and Ryan for the replies.

Since daenemarker is convinced that the wagering requirement was completed, I would like to ask Funclub Casino to provide evidence to prove otherwise. Please send his game history and bonus (player) log clearly showing that the wagering requirement wasn't finished to my email address: peter.m@casino.guru.

Greetings Casino Guru Team,

We have shared the complete wagering log for the player via email to peter.m@casino.guru.

I hope this would help and lead to the closure of the case.

Regards,

Ryan

Complaints and Resolutions Team

So 6 hours were not counted towards the bonus turnover.

Somit wurden mir 6 Stunden nicht vom Bonusumsatz angerechnet.

Greetings,

We hope you are doing well.

Please be advised that the time in your screenshot is your local time (Germany) and our transactions reflect the time as per EST, hence, you see the difference of 6 hours.

Please let us know if you require any further clarification.

Regards,

Ryan

Complaints and Resolutions Team

It doesn't seem to help .... I can't prove anything else but for me it is misleading because there never was anything about bonus money but only real money. I want my deposited money back and you are a very unfair casino in my eyes.

Es scheint nix zu bringen....Ich kann nix anderes beweisen aber für mich ist es Irreführend weil da nie was von Bonus Money stand sondern nur Real Money.Ich möchte mein eingezahltes Geld zurück und ihr seid in meinen Augen ein sehr Unfaires Casino.

Hi all, thanks for the replies. I looked at the game history and it suggests that daenemarker played with bonus money before he made the first withdrawal on 17.11.2020. The withdrawal was cancelled and he made a deposit, but it seems that the bonus money wasn't deleted and it looked like real money. I don't wonder that the player was confused, especially when he saw $1000 in real money in his account (see picture above). On the other hand, the wagering requirement for this specific bonus was 20x which means the player would have to wager $6000 and by the way, based on the Bonus T&Cs (which I find quite confusing) the max cashout for this bonus would be 1x the value of the free chip that equals to $300.

Dear daenemarker, do you think you managed to fulfil the wagering requirement and wagered $6000?

Good morning, all in all, even after making the deposit, I turned over more than $ 6,000.

Guten Morgen,insgesamt,also auch nach der Einzahlung habe ich mehr als 6000 Dollar umgesetzt.

I mean before the deposit. It is important to finish the wagering before making a new deposit, otherwise, the funds are considered to be "mixed funds".

I just skimmed it, before the deposit I was probably a little under 6000 ...

Ich habe das mal eben überflogen,vor der Einzahlung bin ich wohl etwas unter 6000 gewesen...

If this is the case, I'm afraid, there is not much we can do. If I were you I would accept the $100 free chip if the offer is still on the table.

Hello, all right then I'll gladly take advantage of the casino's offer. Many thanks to the Guru team.

Hallo,alles klar dann werde ich das Angebot vom Casino gerne in Anspruch nehmen.Vielen Dank an das Guru Team.

Alright daenemarker.

Dear Funclub Team,

If it's still possible, could you please grant daenemarker the $100 Free Chip?

Hello Everyone,

We have added the $100 Free chip for the player. The free chips have a 20x Slots playthrough and 1x Cash out.

We would request the player to go through the terms and conditions on the website or contact us if requires any further help. We would love to assist.

I also would request the Casino Guru team to close the case as Resolved since the needful has been done from our end.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

Hello Guru Team, it worked. It went a bit stupid for me but I now see it as done. Thank you for the effort and keep it up ...

Hallo Guru Team,ja hat geklappt.Ist echt etwas blöd gelaufen für mich aber ich sehe es jetzt als erledigt an.Vielen Dank für die Mühe und weiter so...

But I have to write one more thing. Who should be smart about it. When did I achieve sales? Has a bland aftertaste to everything ... You mustn't forget that I paid 60 dollars. I would prefer the casino to me transfers the money back.

Aber eins muss ich nochmal schreiben.Wer soll da schlau draus werden.Wann habe ich denn Umsatz erreicht?Hat einen faden Beigeschmack alles....Man darf auch nicht vergessen das ich 60 Dollar einbezahlt habe.Am liebsten wäre mir wenn das Casino mir das Geld zurück überweist.

Dear Funclub Casino,

Does it mean that the player is free to withdraw the $100? Based on the pictures above, it looks like the $100 is in real money, and the progress of the bonus is "100%". If the bonus still needs to be wagered and this is what is displayed, no wonder that players get confused...

Good morning Peter, really a really lousy number from them. Was so annoyed that I gambled away the 100 euros ... Won over 1000 and deposited 60 euros, they fooled me and fobbed me off with 100 dollar free chips .... !! !!!!!! Unbelievable and the bad thing is that you can't do anything ...

Guten Morgen Peter,echt ne ganz miese Nummer von denen.War so genervt das ich die 100 Euro verspielt habe...Von über 1000 gewonnen und 60 Euro eingezahlt haben die mich schön verarscht und mit 100 Dollar Freechips abgespeist....!!!!!!!!Unglaublich und das schlimme ist, dass man nix machen kann...

And if I had deposited 50 dollars there would have been 150 euros real money and nothing with bonus money ... I'm so mad ... You can deposit but as soon as you win, they squirm like an eel ... When I deposited back then I thought that Bonus sales are achieved because it was 100% like yesterday .. Actually, I would have to hire a lawyer, only that is difficult because they are based in Australia.

Und hätte ich 50 Dollar eingezahlt hätte da 150 Euro Real Money gestanden und nix mit Bonusgeld...Ich bin so sauer..Einzahlen kann man aber sobald man gewinnt winden die sich wie ein Aal...Als ich damals eingezahlt habe dachte ich der Bonusumsatz ist erreicht weil da 100 % stand wie gestern auch..Eigentlich müsste ich einen Anwalt einschalten, nur das ist schwer weil die in Australien sitzen.

Sorry again, and before I made a deposit I wanted to withdraw and that was simply canceled without any reason, so of course I thought that I had to deposit first (as it is in all other casinos) before I can withdraw.

Sorry nochmal.Und bevor ich eingezahlt habe wollte ich auszahlen und das wurde einfach storniert ohne irgendeine Begründung,somit dachte ich natürlich das ich erst einzahlen muss ( So wie das in allen anderen Casinos ist) bevor ich auszahlen kann.

Hello Casino Guru Team,

Player has been looking at the bonus claim section which shows the said bonus was claimed 100%. It is so because we often have bonuses redeemable in parts.

If the player wishes to calculate the wagering he/she can go to the player transaction history and calculate it from there or contact us and we can calculate it for the player.

As I mentioned earlier, if the player had any confusions, questions or doubts he/she should have contacted us and we would have assisted with the same. However, the player has used up the second chance and played the balance down to zero without contacting us.

We also have a live chat service available apart from the toll free number for the player to contact us.

We wouldn't have added the $100 Balance for the player, even though the player was at fault initially for mixing the funds, if we did not want the player to have a fair chance.

Please let us know if we can answer any further questions/queries.

Thanks & Regards,

Ryan

Complaints and Resolutions Team

Ridiculous what the casino writes .. Fair is different and you have deducted me and rejected my payouts without explanation.

Lächerlich was das Casino da schreibt..Fair geht anders und ihr habt mich abgezogen und meine Auszahlungen ohne Begründung abgelehnt.

Hi all,

Thank you for your replies. I have to say, the system how the bonuses work is very confusing and player unfriendly and I don't wonder the players have no idea whether they finished the wagering requirement or not. However, I can't really punish the casino for this since the wagering requirement wasn't finished and daenemarker was given a second bonus as compensation.

Dear daenemarker,

Unless you will get used to the system in the casino, I can only recommend you to look for alternatives where the interface is clearer and more user friendly.

Best regards,

Peter