The player from Finland filed a formal complaint against Funbet, demanding a refund of all deposits due to a failure to honor his self-exclusion request submitted on May 1, 2024. Despite having a permanent ban for gambling addiction, he was allowed to open a new account and make deposits, violating responsible gambling standards. He also noted continued marketing communications despite his complaints. We asked him to confirm whether the self-exclusion was specifically sent to Funbet and to provide the related communication and last deposit date, but he did not respond. As a result, we closed the complaint for now because the case could not be investigated further without his reply.
Funbet Casino - Player demands refund after account issue.
Closed
Our verdict
Player stopped responding
Amount: €1,085
Funbet Casino
Safety Index 6.1 Below averageCase summary
Discussion
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3 weeks ago
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3 weeks ago
Dear Draidy,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have reviewed the casino's responsible gaming policy, and this is what I found:
Self-exclusion request: You can contact the Support Service Team via e-mail at support@funbet.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.
Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms.
To proceed further, could you please confirm whether you specifically requested a self-exclusion from Funbet Casino?
I look forward to your reply.
Best regards,
Attila
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3 weeks ago
Translation
Hello Attila,
Thank you for your comprehensive response. I would like to provide an official and detailed explanation of my case and the reasons why I am entitled to a refund of my deposits from Funbet Casino.
1. Neglect of responsible gaming and ban on sister casino (2024)
In 2024, I have permanently self-excluded myself from ZetCasino, which operates on the same platform and under the same operator as Funbet, based on gambling addiction. Since it was a gambling addiction-based exclusion, the operator has a strong social responsibility to protect vulnerable players. When a player reports a serious gambling problem, registration and deposits to other brands in the same group should be automatically blocked through a shared customer database based on identical personal data. Funbet neglected this protection system and allowed me to create an account and deposit money in January-March 2025.
2. Direct closure request made to Funbet and account left open (2.3.2025)
I made an official self-exclusion request for my gambling problem directly to Funbet Casino on March 2, 2025. Following this request, the casino should have immediately and permanently closed my access to the system. Although I have not made any new deposits since that date, Funbet technically left my account completely open.
3. Direct marketing and bonus money during the ban (March–April 2026)
The most serious indication of the casino's irresponsibility is that in March-April 2026 - more than a year after my official ban request - Funbet actively sent me direct marketing and added bonus money to my account to entice me back to play. This is a direct and egregious violation of Responsible Gambling standards. Under no circumstances should marketing or financial incentives be offered to a person who has been banned from playing and suffers from a gambling addiction.
Requirement and summary:
Since Funbet Casino failed to protect a problem gambler, both based on the previous notification from the sister casino (ZetCasino) and after my own direct closure request (March 2, 2025), I demand a full refund of all deposits I have made to Funbet between January and March prior to the account closure request (until March 2, 2025).
The casino cannot rely on its own disclaimers in a situation where it has knowingly left the account open and even marketed to it during the ban.
Kind regards,
[Redacted]
Edited by a Casino Guru admin
Automatic translation:
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2 weeks ago
Thank you for your response.
Funbet Casino operates without a gambling license that would require a specific inter-brand self-exclusion or a network-wide ban database. We have also found no evidence that a ban request made at ZetCasino would automatically apply to Funbet Casino or that the operator would be obliged to apply such a ban to all of its brands.
To proceed further, could you please forward the communication in which you informed Funbet Casino of your gambling problems? You can forward the correspondence to my email at attila.g@casino.guru.
Additionally, could you please confirm when was the last time you made a deposit in this casino?
Thank you for your understanding.
I look forward to your reply.
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1 week ago
Dear Draidy,
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.
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4 days ago
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,
Attila
Casino.Guru
