Fonbet Casino - Player's withdrawal is delayed.

I've been trying to make my withdrawal and I can't. they've asked for documents for verification and they don't verify them and they don't even reply to messages. I've been trying to resolve this for several days and so far I've had no success. they don't even reply to messages.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• Could you please list which documents you provided to the casino? Were any of the documents approved?
• When was the last time you were in contact with casino support and what did you discuss?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Important Notice:

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

the first withdrawal they refused and asked me to send the documents for verification.

I sent my driver's license and a selfie with the website and date as they requested and I also said that if I needed to I could send a video or make a video call.

i try to contact them every day and they don't get back to me.

Hello Rafaaziildo,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Okay, I'll wait!

any news about my account?

Thanks for your patience.

Kindly share with me your attempts at communication with the casino regarding your verification. Send this information to my email at [email protected] as evidence.

Thanks in advance for your cooperation.

Dear Rafaaziildo,

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.

I've been waiting for several days and there's been no reply.

I understand your frustration.

Kindly provide any evidence that supports your claims, such as your attempts to communicate with the casino, screenshots of your discussion with support, screenshots of the verification status of your documents, or your account.

Share the information to my email at [email protected]

I appreciate your cooperation.

here's the proof. they don't reply. you should remove their reputation. casinos don't pay their players. i've sent you several times and you've asked me to wait, but so far nothing.

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

Dear Rafaaziildo,

I am so sorry to hear about your problem with the Fonbet Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Fonbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Fonbet Casino,

Could you comment on the situation?

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.

Dear Rafaaziildo,

I have repeatedly tried to contact the Fonbet Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the Fonbet Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at [email protected].

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor