The player from Cyprus had experienced difficulties withdrawing funds from Fonbet, despite having requested a withdrawal a month prior and having verified his account. He had reported a pattern of demanding excessive documentation and had alleged that the casino had paused payouts citing money laundering concerns without proper justification. The player had provided proof of his funds' legal origin and had made extensive communication attempts. The Complaints Team had engaged with both the player and the casino, explaining the necessity of KYC and AML procedures, but had identified a jurisdictional issue regarding the correct Fonbet operator. Due to the player's lack of response to final inquiries and clarifications, the complaint investigation could not proceed and was closed.
Fonbet Casino - Player’s withdrawal request is delayed.
Player stopped responding
Amount: €339,600
Fonbet Casino
Safety Index 6.3 Below averageCase summary
Translation
Fonbet is highly criminal. They paid out 50,000 a few times and then stopped. Many people have problems with this dubious provider. They demand document after document, even confidential information that is none of their business.
I have verified the "path" of my deposits 100 percent. But that's still not enough for you. The account is verified!
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fonbet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please confirm how much of your winnings you have withdrawn from the casino and how much is still left for you to withdraw, with evidence?
- When did you complete the verification of your account?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding verification requirements and the reasons for delaying the payouts? Send emails or chat transcripts to my email at tomas@casino.guru, 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:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
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.
Dear Denni976,
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,
Tomas
Casino.Guru
We’ve reopened this complaint at the request of Denni976. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Player's message: (translated)
Hello,
Fonbet still hasn’t paid out. According to my German lawyer, this is definitely a case of fraud on Fonbet’s part. How can you help me?
Thanks for sharing an update.
Could you please respond to the following questions and provide evidence of the incident:
- Could you please confirm how much of your winnings you have withdrawn from the casino and how much is still left for you to withdraw, with evidence?
- When did you complete the verification of your account?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding verification requirements and the reasons for delaying the payouts? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Looking forward to your reply.
TranslationHello Tomas,
I just sent you everything by email.
Please help! This betting provider is cheating us!!!
TranslationHello Tomas,
I received no response to my email with the answers to your questions.
Received a response...
Best regards
Lars
Hello Denni976,
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
Hello Denni976,
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
TranslationAnything else from you (Casino Guru)?
Or is it too much respect to tackle the matter?
Best regards
Thanks for your patience. I apologize for not replying earlier.
- According to your explanation the casino paused your payouts due to moneylaundering concerns. Could you please share any relevant communication between you and the casino citing these concerns or allegations made against you?
- Is your player's account currently accessible?
- Have you completed source of funds verification in the casino at any point? Which documents have you provided to the casino in order to prove the source of your funds and income?
- What games did you play to accumulate your current substantial winnings in the casino? (slots, live games, betting on sports)
My email is tomas@casino.guru
Looking forward to your reply
TranslationHello Tomas,
I've provided proof of everything. The funds came from a German account! Fonbet didn't ask any questions while I was over €1 million in losses! Only after I finally won did they try to prevent the payouts. Fonbet is known for this.
I'm attaching confirmation that all my money comes from legal sources. This confirmation is from a German cooperative bank! Fonbet is trying to scrutinize every single transaction from my company, even though it has absolutely nothing to do with the deposits I made with Fonbet. Furthermore, despite the alleged money laundering suspicion, Fonbet allowed me to continue placing high-stakes bets. I only have proof of the money that actually went to Fonbet. Besides you, I'm now also contacting the President of Cyprus; a good friend of mine is friends with him...
If you need more, just let me know.
Furthermore
Fonbet has been holding onto my money since July 2025, after having previously paid me €200,000. They probably hoped I would gamble away my money in the meantime. They kept my account open from July 2025 to March 2026, allowing me to place bets. Of course, my money was never paid out. I'm attaching further screenshots of my Fonbet account. This is definitely a scam!
I need to send you the files by email. Uploading them here isn't working.
TranslationHere are my answers to your questions in addition:
According to your statement, the casino has suspended your withdrawals due to suspected money laundering. Could you please provide us with any relevant correspondence between you and the casino that mentions these concerns or allegations against you?
They raised no objections, but instead asked about all sorts of things completely outside their purview. Even individual balance sheet items from my company! An unbelievable invasion of my privacy!
Is your player account currently accessible?
It was accessible until about two weeks ago. After more than nine months, Fonbet realized that it contradicted the money laundering suspicions itself. They let me continue playing with high stakes. This shows that their only goal is to refuse payouts.
Have you ever provided proof of the origin of your funds to the casino? What documents did you present to the casino to prove the source of your funds and income?
Yes, see the email I sent you today.
Which games did you play to achieve your current substantial casino winnings? (Slot machines, live games, sports betting)
I initially incurred losses of approximately €1.5 million with Fonbet. Fonbet accepted the funds without question. According to money laundering regulations, Fonbet is only required to check incoming funds, not outgoing funds.
Just last summer, with two deposits totaling approximately €200,000, I won €530,000. So, the net gain was only €330,000.
Thanks for your reply.
Kindly provide communication in which the casino justifies pausing your payouts, and the communication in which the casino requests various documents from you, or any other relevant communication originating from the casino.
Send this information to my email at tomas@casino.guru
Which games did you play to achieve your current substantial winnings of 330 000€? (Slot machines, live games, sports betting)
Thanks in advance for your cooperation.
TranslationGood morning,
I previously lost approximately €1.3 million at Fonbet!
The "high" profits all come from June 2025.
They all resulted from 2 deposits in June 2025 totaling €100,000.
Fonbet never inquired about losses. Of course, because Fonbet actually...
There is no suspicion of money laundering. Your only aim is to avoid payment.
I have provided proof of approximately €3.0 million to Fonbet, as well as a reference letter from my VR Bank in Germany confirming that my money was and is clean!
I'm also attaching a letter from another betting provider. Local betting shops pay out winnings and are therefore clearly disadvantaged here in Cyprus. It should also be in your interest to evaluate such fraudulent betting shops accordingly.
Since the download isn't working here, I'll send you the other two files by email.
Best regards
Thanks for your reply.
This screenshot was already provided to me by you via email in March. What we ask you to provide is the communication exchanged between you and the casino on the topic of verification and on the topic of any accusations raised against you. You mentioned the casino cited money laundering concerns. No communication has been provided so far to support this.
My email is tomas@casino.guru
Thanks in advance for your cooperation and understanding.
Thanks for your reply.
At this stage of the complaint, we entirely depend on the information you can provide. Without the necessary communication I requested from you on several occasions, detailing any accusations made against you or your attempts to resolve the situation with the casino, the complaint can't proceed.
If you are unable to provide the communication for objective reasons, please let me know.
Looking forward to your reply.
TranslationTomas...I delivered everything!
Fonbet has made no accusation against me!
I have sent you what Fonbet asked of me.
Perhaps you're showing too much respect for the matter?
Unfortunately, I can't explain your answer any other way.
Best regards
Lars
Dear Denni976,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
Hello Denni976,
My name is Michal, and I have taken over your complaint.
I have reviewed the details of your case and understand your dissatisfaction with the situation. I also appreciate that the latest requests made by the casino team may appear excessive or frustrating to you, particularly in light of the surrounding circumstances.
At the same time, it is important to acknowledge that Source of Funds (SoF) and Source of Wealth (SoW) verification procedures constitute a standard and significant component of Anti-Money Laundering (AML) compliance measures, which form part of the broader Know Your Customer (KYC) verification process.
In this regard, Fonbet Casino, similarly to other licensed gambling operators, is entitled — and in many instances legally or regulatorily obliged — to conduct KYC and AML-related checks on its players.
More information in this regard can be found in the casinos KYC Policy and Procedures and AML Policy.
This being said, as long as you have provided the casino team with the requested evidence, they should review it and proceed with the verification processed in a timely manner.
We would like to invite Fonbet Casino to join the conversation.
Dear Fonbet Casino,
I would appreciate your assistance in clarifying the current status of the player’s verification process.
According to the available information, the player has already submitted the requested documentation for verification. In this regard, I would kindly ask you to clarify the reasons for the ongoing delay, as well as the reasons why the player’s withdrawal request has not yet been processed.
Should there be any circumstances relevant to the matter that cannot be disclosed publicly, please feel free to communicate them directly to me at michal.k@casino.guru.
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 Denni976,
I have been informed by the Fonbet Casino team that your case is not related to their casino. The Fonbet Casino in our database is a international operator (https://fonbet001.com/) that does not operate in Cyprus.
It seems that for your jurisdiction (Cyprus) a different Fonbet (https://fonbet.com.cy/) is only a sport betting site without a casino section. Can you please confirm this?
Dear Denni976,
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 appropriate communication. We remain available and willing to assist to the extent possible within our capacity as an independent casino dispute mediator, should the player decide to reach out again regarding this matter.
Thank you for your understanding.
Best regards,
Michal
Casino.Guru
