New Funclub Casino - El jugador cree que el reintegro se ha retrasado.

They've already said that I'm approved for it they asked for the docs I sent it 5 times and they never answer just with a stupid email saying that they have received my email and will contact me within 24 hours which they never do but they can keep sending me gobs of promotion emails and more free spins. The lady over the weekend on support chat said that it should be taken care of and finished on Monday. It's Wednesday!!!!! I have screenshots proving all of this..

Dear burntlight3,

Thank you very much for submitting your complaint. We are 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I have screenshots of all of that and my conversation with their chat support.

Ok it's been 14 DAYS now

Hello?

Dear burntlight3,

Have you received your withdrawal from the casino yet?

No

Thank you for your reply, burntlight3. Have you made any successful withdrawals before? Could you please advise if you received any confirmation regarding successful verification?

Did you accumulate your winnings with or without an active bonus?

I haven't withdrawn before it's from their no deposit sign up bonus and I already gave them the verification documents on the 5th. This is now the 23rd and they've already said that I was approved I'm sure that I have already sent you the screenshots of the emails.

Are you still working on my case? I haven't received a response.

Thank you very much, burntlight3, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, burntlight3!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Whatever I'd just like to get my cashout

Thank you

As you can see I've more than adequately followed their protocols and then some! They are lying. Look at what their customer service told me!

In the maroon screenshots that's their customer service

I'd appreciate somebody taking this seriously. They are not a good casino this is backdoor cheat you business

burntlight3, as far as I could understand from these screenshots, you have opened an account, take a no-deposit bonus and then requested withdrawal. Then you have contacted the casino's support and they asked you to do verification deposit in Bitcoin. Have I understood all correctly?

First they said I just had to do verification with documents. I'm sending the screenshots of this, which also has where they say that I'm approved for the $100 withdrawal which they try to change to 70 for some reason later. 

Then after not hearing anything I contacted the customer support chat. They just keep giving me the runaround. Why bother giving a no deposit bonus to new players if you're not going to honor it?

Have you done the verification deposit?

No because they weren't clear about whether or not I had to. They said that they couldn't even confirm that I had an account. Plus what I received from the banking support through email where I was approved never said that I had to they only asked for what I just sent you. Honestly I don't really trust them right now to honor that when they still haven't even acknowledged that they have and have had my documents for a few weeks now.

You are free to choose not to deposit into the casino if you do not trust it. However, you also cannot demand them to pay you out winnings from the no-deposit bonus because these are free money provided by the casino at their discretion and you do not bear any real losses.

Given the history of this casino not responding to our complaints, I can only assume that this time it will be the same and we do not learn their position on the issue, but I can recommend you to inquire once more if you are required to do verification deposit to receive winnings from the free bonus (in most casinos it works like that). Please, let me know if you want to continue to try to receive your winnings.

Ok I will ask them and yes I want to still receive my winnings, I won fair and square.

Hello,

As I checked, the banking team couldn't receive the documents required for the withdrawal, I'd appreciate if you could share it over at banking@newfunclubassistance.com and also mention support@newfunclubassistance.com in cc

Please share the required documents so that we can proceed further with your withdrawal.

Ok

burntlight3, has there been any news?

No. This is all that I've received after following sending the email you said to. Which will be the first picture I send

I spend $5,000 - $7,000 a month at casinos. They're not being very smart, this isn't how you aquire players.

Realistically am I going to get my payout? Isn't there a board that requires them to?

Did you not get my last replies

I got your replies.

New Funclub Casino, has the player sent you all required documents? Is there any problem with them? If yes, what is it in particular? What does player need to do to receive their funds? And why is the withdrawal amount $70 instead of $100?

Hello,

The banking team has not received the documents required for the withdrawal's verification procedure or KYC yet. Please have player submit the documents over at banking@newfunclubassistance.com

That is a flat out lie

burntlight3, please, send me the list of the documents the casino requested and ones that you have sent to them. You can do so to my e-mail: pavel.k@casino.guru.

New Funclub Casino, please, tell us what documents are missing.

@Pavel I emailed you the documents that I've sent them multiple times yesterday. I should've checked that you received them, should I resend them to you?

I have received them, that is why I asked the casino what else do they need.

🙂 thx

Hello,

I have checked with the banking team again. They haven't received the documents required.

I just sent it again yesterday. So am I to assume that you're having issues with your employees or system then? Because after every email I sent with the information you requested I received an email confirmation from you stating that you'd received my email and - Support Ticket Opened - you'll be contacted within 24 hours.

Considering the nature of the situation, once again forgive me for not understanding, why isn't your banking team who's handling your end?

New Funclub Casino, it is not fully understandable to me why you cannot provide us with the list of required documents. I ask for it for the last time, if it will not be provided to us, we will see it as non-cooperation and close this complaint as unresolved. I cannot see any reason behind not stating what player needs to provide. It simply looks as stalling the process to justify not paying out player's winnings.

Player would have to submit the documents listed below :-

1 - A copy of his ID proof

2 - A selfie holding the ID proof

3 - A utility bill

I have seen documents that the player has submitted multiple times and it meets all requirements. All photos are of good quality and the utility statement is for May, which is not older than three months. The only problem that may be is that the utility statement is a photo and not a PDF file. Can confirm that documents were declined because of it?

Hi,

Player's withdrawal was rejected on 5/29/24 as the documents were not submitted.

Player is requested to request the withdrawal again and then wait for the email from the banking team asking for the documents and then reply to that email with documents.

Please let me know if you have any doubts.