New Funclub Casino - El jugador no ha recibido su retiro

I submitted a withdrawal request, which was confirmed received by Silveredge Casino on June 9th. The next week Silveredge Casino was no longer operational in my jurisdiction , and I could no longer access account . I was informed my account is transferred to Newfunclub.

I have since followed up

numerous times with both Casinos but have not received any specific information back regarding my withdrawal request. Attached are copies of some related correspondence from casino.

The only communication I’ve received recently is an automated generic message indicating balances from Silveredge accounts should be available "shortly" in newfunclub.

I still have no information as to whether my withdrawal was approved or even any acknowledgment from newfunclub that they are processing it.

Dear dmm222,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do you already have access to the account in the new casino? Could you please clarify if your balance was transferred?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello , I appreciate your response.

I do have access to the new Casino and

I have confirmed as of this moment the funds have not been transferred to my account at Newfunclub.

I do not recall whether the balance originated in full from a deposit, a mixture of deposit and free spins , etc however I did follow what I understood to be the rules of the casino and the wagering requirements prior to submitting the withdrawal request.

hope this is helpful and I do appreciate your assistance.

Daniela

Thank you very much for your reply, dmm222. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear dmm222,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Kristina

i have sent you an email with "Casino Complaint ID:76795" as the subject heading. Hopefully this helps.

thanks

DS

Thank you very much, dmm222, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.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 dmm222,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite New Funclub Casino to join the conversation and participate in the resolution of this complaint.

Dear New Funclub Casino,

Can you please provide an update on the status of the player's withdrawal?

Thank you.

Kind regards,

Tomas

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 dmm222,

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,

Tomas

We’ve reopened this complaint at the request of New Funclub Casino. We received the following message:

Hi dmm222,

As I checked, there is no active payout request I could find in your account.

Please share a screenshot of the email you received from the payout team's end so that I can assist you further.

Hello Peter, thanks for your message. To be clear, the withdrawal was initiated via SilverEdge Casino , however I was referred to FunClub Casino by SilverEdge . It was advised that the transaction would be facilitated through FunClub due to the fact that Silveredge was in the process of transferring my account over to FC due to SilverEdge ceasing operations in my jurisdiction . I can provide the communications via email between myself and the two Casinos if helpful. If so, please provide email address. Thanks!

Thank you for the clarification dmm222.

Dear New Funclub Casino representative, do you have any information about the transfer of the player's account from SilverEdge to your establishment. Thank you in advance!

Hi,

Yes, silver edge is a sister casino to Newfunclub. Player's account was infact transferred to Newfunclub. However, I wasn't able to fetch any active payout request on the account. I'd appreciate it if you could share any sort of communication with that you've had with the payout team regarding your withdrawal.

Hello, as requested

Hello, could you please make my previous submission with personal emails private so that it is not publicly visable?

Hi,

As I am able to check, the emails were sent on an incorrect email address. Please confirm if you received any communication on your withdrawal from Silveredge casino's payout team?

An immediate email is sent by the payout team upon request of a withdrawal.

Hi,

Thanks for sharing the screenshots, as I am able to check, the email states the payout team will verify whether you're eligible for the payout and respond to you in 72 working hours. Did you receive any email after this, stating you're eligible for the payout?

i followed up numerous times following the deposit request and was initially informed my transaction was being worked on and I’d hear back soon but as Silveredge was ceasing operations in my jurisdiction, I was referred to New Fun Club to complete the process.

i have had very little communication back from either Casino despite reaching out repeatedly and unfortunately none of the responses were very helpful as Silveredge referred me to NFC and the last communication I had from New Fun Club referrred me back to Silveredge.

Hi,

As I can understand you didn't receive any email from the Silveredge casino's payout team confirming the eligibility of your withdrawal?

Silveredge initially indicated that the withdrawal request was being worked on

and was to be addressed "soon".

About a week or so after the Wd request, I was directed to NewFunClub to facilitate the transaction and was no longer able to access my Silveredge account or support email/chats.

i am still waiting for further notice from either Casino.

Have you received any email with confirmation regarding confirmation of your eligibility of your withdrawal, would you be able to share a screenshot of the email you recevied from the silver edge's payout team reflecting the date on which the email was sent and the screenshot of the email you received regarding your account being re-directed to new funclub also reflecting the date so that I can escalate this?

Hello, Thanks for your message. Silveredge told me it was being "worked on " but then they ceased operations in my jurisdiction and my account was transferred to NewFunClub.

I have provided documentation previously which includes the withdrawal confirmation from SilverEdge confirmed June9th 2023 (Withdrawal reference ID # 35479) and my subsequent support ticket (ticket 829750) information.

Does this not help in the meantime? Given this goes back over a year , I will need to search and review my archives for any supplemental documents I may have file from either Casino … also, I would not like to have personal emails posted publicly , is there an email address I could send sensitive documents to please?

Hi,

As per the screenshot shared by you, it states in paragraph no. 5 that it takes 72 working hours for the payout team to check your eligibility for withdrawal and update you whether you're eligible or not. The system will let you request a withdrawal and you will receive a system generated email regarding your withdrawal being successfully requested. However, the payout team checks whether the player is eligble for payout or not.

Did you receive any email from them confirming your eligibility?

No, I did not. I reached out numerous times during the first few days and weeks following the withdrawal request however the only response given by SilverEdge was that the request was being "worked on."

Dear New Funclub Casino representative, while I understand this withdrawal is from the previous management we believe all outstanding withdrawals should be paid out if the casino is going out of business or is changing management. I believe the player provided evidence that there was a withdrawal that wasn't paid out and I hope we can resolve this issue soon. Thank you in advance for your reconsideration!

Hi Peter,

As per the evidence provided by the player, it states that the payout was requested successfully. Eligibility would be confirmed by the payout team in 72 working hours. The player did not receive any confirmation regarding the eligibility for the withdrawal.