Fonbet Casino GR - Player faces withdrawal restrictions on her funds.

I had previously registered with fonbet without making a deposit.

Today I went to the casino to see if they had any offers and I see 100% bonus money and 500 free spins.

I make a deposit of 22 euros through a bank and play the free games.

I win about 11 euros which are not added to my balance and also the 22 euros of my deposit remain.

I'm writing a request to the casino to explain this to me but I haven't received a response yet.

Then, since I see that I don't have bonus money and it's my own money, I make a withdrawal request using the credit card method.

They inform me that I must first make a deposit and then a withdrawal.

I make another deposit of 5 euros and then request a withdrawal.

Then they cancel my withdrawal request because I have to play the money at the casino.

I have no right to get my money since I don't have even 1 euro from the bonuses.

I put 27 and I want to take 27.

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Dear Sotiria,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with your deposits, bonus, and withdrawal request.

To understand the situation better, could you please clarify a few points for us?

• When you made the first deposit of 22 EUR, did you manually activate the 100% bonus and 500 free spins offer, or did it appear automatically on your account?
• You mentioned that the 11 EUR win from the free spins was not added to your balance — was there any message or notification shown after the spins were completed?
• Have you received any reply or explanation from the casino yet, even after your second request?

If possible, please provide screenshots of:

• the promotion offer as it appeared to you
• your balance after the free spins
• the withdrawal cancellation message

You can upload them here, or forward them to petronela.k@casino.guru if that’s more convenient.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Sotiria,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru