Funclub Casino - Играчът не е доволен от задължителното залагане на депозит преди теглене на средства.

The casino wants me to complete 30x wagering on a clean $100 deposit. There is nothing on there website that mentions this rule.

This seems like a predatory tactic to me

Dear bim900129,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

It is not unusual for a casino to have this rule. Some casinos require deposit wagering of 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.

Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry and is usually set by the Licensing Authority. All serious and licensed casinos have to comply and follow these policies. Nevertheless, x30 real money wagering is a bit e exaggerated and not mentioned in the terms and conditions. Is there any relevant communication that you could forward to petronela.k@casino.guru, please?

Looking forward to hearing from you.

Best regards,

Petronela

All communication was done via the casino's live chat. So I do not have records, unfortunately.

The agent told me it was 30x wagering for Blackjack and 10x wagering for slots with a clean deposit.

They say this term is mentioned on their website but I can't find it nor could they show me where this information was. They simply said it's under their "bonus terms" and they couldn't even provide me with a link

I have found the general bonus terms and conditions (here):

"The Playthrough requirements for bonuses will vary by game type. Standard playthrough requirements are:

All Slots 20x play-through

Table Games and Video Poker require a 50x Play-through

In the interests of fair gaming, all bonus promotions are limited on the maximum bet allowed to be placed. $10 is the maximum bet amount allowed on any table game if Playing on a promotion above 150%, unless SPECIFICALLY stated otherwise in the promotion. Betting above this amount will result in promotion winnings being voided and removed.

Some games are not eligible for meeting Play-through requirements

Roulette, Craps, Baccarat, Pai Gow Poker and Pontoon Blackjack will not count towards play-through and are excluded from eligibility for No Play No Max bonuses.

Play-through Conditions: the wagering requirement depends upon the deposit amount plus the sum of the promotional bonus."

But you haven't activated any promotional offer when you placed your last deposit, is that correct?

Correct, I didn't claim any promotion with my deposit.

Thank you very much, bim900129, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Funclub Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hi bim900129,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Funclub Casino to join this conversation and participate in the investigation.

Could you please explain why the player's deposit needs to be wagered as much as 30x when they didn't take any bonus?

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.

Hi,

We would like to inform you that the conversation that the player had with our casino rep is true. We ask for 10X wagering on slots and 30X wagering on table games if the player is playing on Deposit Only. We as a casino are not denying this and expect the player to follow the terms and complete the play-through in order to cash out. We can see that the player has deposited $100 and played on table games hence he needs to complete the 30X wagering before he can raise a withdrawal request.

Regards,

Support Team

Funclub casino

Hi,

Following up on this incident, we are updating the website currently and we noticed that the information is missing from the terms and conditions page. However; the rules remain the same 10X on slots and 30X on tables if the player is playing on Deposit only. Having said that we can make a one-time exception for this player so he can continue playing American Blackjack but, he can only cash out after completing his 10X play through. 

Regards,

Support Team

Funclub casino

Dear support, please blacklist this casino. The methods they employ to get players to commit funds isn't fair. They are misleading the public

I don't care if I forfeit my $100 deposit. Id rather them keep 'their money' and let the public see their true colours

Dear bim900129,

I fully understand your concerns, but the casino has made an exception for you and we believe it's now fair. Even though we consider 10x deposit wagering pretty high, because the industry standard is between 1-3x, every online casino has its own AML regulations.

Please let us know if you will proceed to wagering or if this matter is already resolved for you.

Thank you both for your cooperation.

Kind regards,

Tomas

Dear bim900129,

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.

Dear all,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Tomas