Fonbet Casino - Player's payout has been delayed.

Hello, last month I applied for a payout, after which I was asked to go through the usual verification as in all casinos. After I sent them the documents, they informed me that it was approved, after which I tried to withdraw funds. After I waited 2 hours, I was asked to go through verification again and provide them with a selfie with a phone on which I write to support in real time. After I sent it, I was informed that I need to wait 3 days. 45 days have passed since then, and they still answer me with standard phrases about what to expect. I also want to warn you that as I understand it, they have an international casino and a casino from Greece. I registered at a casino from the international one under the domain fonbet.com

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played?

Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly send me a screenshot or a link.

Have any of your identity documents been approved during the KYC verification?

Have you provided all the requested documents to the casino?

When was the last time the casino communicated with you, and what was your communication about?

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

Best regards

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

1) slots, life casino

2) I was given a bonus for the first deposit, which I cancelled as far as I remember, it is no longer displayed in the bonus history

3) The first documents that I provided were almost immediately confirmed, but the second ones that they asked me to provide, they still cannot confirm

4) Yes, I did everything that they asked me to do. I even suggested that they do something else to definitely confirm my identity

5) I mostly contact them, the last message was from them that you need to wait 3 days for verification. It's been 15 days since they wrote this

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the verification of your account at [email protected]. Thank you for your patience and cooperation.

I replied to you by email

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Roman1707,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Fonbet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

I think it's useless to contact them, they are a scam company

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. 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 might 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. In the meantime, I recommend you contact the Curacao Gaming Authority (https://www.gamingcontrolcuracao.org/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Jana

We’ve reopened this complaint at the request of Fonbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.