RESOLVED: New FunClub casino

I'm happy to see other people getting their rightful payouts, but my case continues go unresolved.  To repeat, my validation documents have been languishing under review with New Funclub Casino since mid-June, almost two months.  The only development since my last post was that the rep here reached out to me two weeks ago and said he would look into this.  Since then, I've heard nothing back.

I can't help but think that given the size of my withdrawable balance - nearly $17K - that has been the reason why my case has dragged on more than the others.

Moderators, can you please try contacting the casino rep again?  Something's got to give here.  This can't go on forever.

Hello ActionMarc,

Please send us your casino credentials via private message so we can contact the casino rep and inquire further about your case.

Thank you.

Hello ActionMarc,

Thanks for sending your account details. We have forwarded them to the casino rep. Once they reply, we will let you know here on the thread.

Hi,

Please let me look into this and get back to you.

Hello ActionMarc,

We’ve contacted the casino rep and asked for an update on your case. We’ll let you know as soon as we hear back from them.

Thank you for your patience.

Hello JovanaV,

Thanks for staying on this case.  I look forward to hearing an update on this, hopefully not too much longer.

Hello Marc,

The payout team is working on your withdrawal, please allow us some time for further update on it.

Hello ActionMarc,

We’ve contacted the casino rep and asked for an update on your case. We’ll let you know as soon as we hear back from them.

Thank you for your patience.

Hi, 

Please allow me some time to check and get back to you on this.

Hello ActionMarc,

We've sent another reminder to the casino rep regarding your case. 

Thank you for your patience.

Hello ActionMarc,

We’ve contacted the casino rep and asked for an update on your case. We’ll let you know as soon as we hear back from them.

Thank you for your patience.

Dear ActionMarc,

Since we never heard back from the casino reps, we would need to close the complaint due to the casino's unresponsiveness.

If they respond at any time, we will reopen the thread.

Thanks for your understanding.

Dear ActionMarc,

We've heard back from the casino rep regarding your case. They informed us that there were some inconveniences, and they will try to get the full payment out as soon as possible.

Please keep us updated on the progress.

Dear JovanaV,

Thanks for the positive update.  Let's hope this is the start of this case finally being resolved.  I will certainly keep this thread updated on the progress of future payments.

Dear ActionMarc,

Any updates regarding your withdrawal? Have you heard back from the casino?

Hi JovanaV,

Thanks for checking in.  Unfortunately no, there has not been any communication from the casino or any approval of my 3-month pending withdrawal.  Let's really hope we finally see some progress this week.

I have a positive update on this case.  The casino just sent me notice that they have approved a withdrawal of $2400 (out of an initial request for $3000).  They said they need me to resend my KYC documents, but hopefully there will be no more delays on that front. 

I'll be reporting back once this first payment is complete. 

Hello ActionMarc,

Please reply to the email form the payout team with the requested documents.
 

Hello kats_nfcaffiliates,

I just completed sending them.  Thanks.

Hello ActionMarc,

Any updates regarding your case?

Thank you.

Hi JovanaV,

There has been no more progress to report since I sent my KYC docs to the casino banking team.

There is still no word from the casino about approval of my KYC documents.  More delay, it seems.

Hello ActionMarc,

We contacted the casino rep again and asked for an update regarding your case.

Thank you for your patience.

Hello ActionMarc,

As I checked, your documents have been verified. The payout team will contact you to confirm your payout mode details so that they could transfer the funds to you. Please actively check your inbox and spam.

Hello kats_nfcaffiliates,

Thanks for confirming my documents are now verified.  I look forward to hearing from your payout team soon.

Hello ActionMarc,

Any updates? Have you heard from the casino's payout team?

Thank you.

Hi JovanaV,

Unfortunately, there is no further progress to report.  I have not heard anything from the payout team, and my first withdrawal still remains in the pending stage.

Dear ActionMarc,

Thank you for letting us know. We will contact the casino rep and ask for an update.

Thank you for your patience.

Hi JovanaV,

I have now received an email from the casino banking department requesting that I email the management with the BTC address where my withdrawal will be sent.  This is something they already have when I submitted my withdrawal request, but I guess it's a further verification of it.  I also want to copy a part of the email which seems to indicate they may be more delay before this payment is actually completed:

Please note that we use a third-party processor for all our payouts. And, they a charge a fee of $30, for payouts between $100 & $2000, which is deducted from your final approved amount. Additionally, it may take about 7-10 business days to complete the final verification process and transfer your winnings to your wallet.

I'm not sure what this final verification is, since I have already completed the KYC process.  Maybe the casino rep here wants to jump in and explain further.

Hello ActionMarc,

We've contacted the casino rep and referred them to your latest post.

Thank you for your patience.

Hi ActionMarc, As I checked, the payout team wrote an email to you on 9th of October asking for the documents required for verification procedure. It is required to complete the verification for security purposes. Thank you for being patient and uderstanding.

Hi kats_nfcaffiliates,

Unless I'm misunderstanding, the October 9th email you're referencing had no request for verification documents, only for a confirmation of my BTC wallet address and phone number, which I responded to that day.  What's more, I thought I already completed the KYC process, so what further verification documents are needed?  Here is a copy of the email:

Dear Marc XXX,

We hope this email finds you well. We are writing to inform you that your recent withdrawal request has been approved for $2400, the KYC (know your customer) for your [casino name] is up-to-date.

We're thrilled to let you know that your withdrawal request has been approved & is being processed for $2400, considering that you can receive your winnings in your Bitcoin(BTC) wallet, quickly, securely & anonymously.

To claim your Bitcoin(BTC) payout, simply send an email to our Manager at [email protected] with the following details, in text format:

Bitcoin(BTC) wallet address:

Username: XXX

Email: XXX

Casino: New Fun Club

Phone number:

Please note that we use a third-party processor for all our payouts. And, they a charge a fee of $30, for payouts between $100 & $2000, which is deducted from your final approved amount. Additionally, it may take about 7-10 business days to complete the final verification process and transfer your winnings to your wallet.

In case you need assistance in setting up a Bitcoin (BTC) wallet, our 24 X 7 support team will be happy to guide you.

Thank you for choosing our New Fun Club, and we hope you enjoy your winnings!

Best regards,

Withdrawal Department.
 

Dear ActionMarc,

We've contacted the casino rep and referred them to your latest post. Keep you posted.

Thank you for your patience.

Hi, 

From what I can understand you have  shared the payout mode details, is that correct?

Let me check with the payout team.

Hi kats_nfcaffiliates,

Correct, they should have all my required payout details.

Hello ActionMarc,

Do you have any updates? We've contacted the casino rep again.

Thank you for your patience.

Hi JovanaV,

There has still been no progress on approval of my pending payments.  I did hear from someone in the casino's VIP department several days ago about a possible installment plan of smaller payments spread out over many weeks.  They said that they would send me the proposal in writing for review, but I never heard back from them again.  I'll see if I can contact this person to find out what happened with this.

To update, I talked to my contact at the casino again and have agreed to accept their proposal for an installment payment plan of my entire balance of $17K.  I also agreed to keep the terms of the payments undisclosed, with the only stipulation being that if they are not met on time, that I can come back to this thread and report on that. 

So for now, if you don't hear from me again - which will hopefully be the case - then you can assume that everything is going smoothly with this case.  Thanks to LCB for helping me to reach this point and everyone for reading.

Dear ActionMarc,

We're so glad to hear that! Fingers crossed that everything goes smoothly. 

We will now mark this complaint as RESOLVED, but if there’s any need, please let us know, and we will reopen it.