Funclub Casino - Снятие игрока отложено.

Why I haven't received my payout yet.

Warum ich meine Auszahlung noch nicht erhalten habe.

Dear Desiree,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if you have completed KYC account verification in the past? Which payment method you have opted for to withdraw your winnings and how many days ago you’ve requested a withdrawal?

Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Subsequently, it’s quite usual for a withdrawal, 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 especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

I hope the money will be in my account soon ... LG Desiree

Ich hoffe das Geld bald auf dem Konto ist...LG Desiree

Dear Desiree,

Could you please advise if you have completed KYC account verification in the past? Which payment method you have opted for to withdraw your winnings and how many days ago you’ve requested a withdrawal?

Dear Desiree,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I decided to pay out on account

Habe mich zur Auszahlung für Konto entschieden

Dear Desiree,

I’m afraid I don’t understand completely. Could you please advise again if you have completed KYC account verification in the past? Which payment method you have opted for to withdraw your winnings and how many days ago you’ve requested a withdrawal?

Yes, I took the kyc account as a payout ...

Ja ich habe den kyc- Konto als Auszahlung genommen...

Desiree, have you received any confirmation regarding successful account verification? 

Yes, I received a confirmation on 07/23/2020 ..

Ja ich habe am 23.07.2020 eine Bestätigung erhalten ..

Thank you very much, Desiree, for your reply. I will now transfer your complaint to my colleague Viliam 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 Desiree,

I looked at your complaint and will do my best to help you. I would like to invite Funclub Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Dear Casino,

thank you for the explanation, please send me some relevant evidence that this player has multiple accounts to my email: viliam.v@casino.guru.

Dear Desiree,

Casino provided relevant proof that you had multiple accounts. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.