The player from Germany won €2,400 two months ago, receiving two payouts of €500 before being asked to verify his identity for the remaining €1,400, which he had to do twice. He found this process frustrating, especially since he had had a positive experience with another casino. The player reported issues with repeated requests for the same documents and delays in his withdrawals. After ongoing communication with the Complaints Team, he successfully received most of his winnings and marked the complaint as resolved, with the remaining amount being processed.
Funbet Casino - Player faces delays in withdrawing winnings.
Resolved
Our verdict
Case closed
Amount: €1,400
Funbet Casino
Safety Index:Above averageCase summary
Discussion
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7 months ago
Translation
I won €2,400 about two months ago. The first two €500 payouts were made. Then came the bombshell: Now they want me to verify my identity for the remaining €1,400, which I've had to do twice now. It's just sad. The funny thing is that I also won at another casino and spoke to the same support employee. See screenshot.
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7 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
Please understand that KYC is a very important and essential process during which the casino ensures that the money is sent to the rightful owner. Since casinos don’t have the luxury of physically verifying all players’ identities and documents, this is the only way gambling establishments can complete their verification procedures. None of the serious and licensed casinos take KYC lightly, and it may take a few working days to complete this thorough process.
- Could you please specify which documents you submitted to the casino for verification? Did you have to send the same documents more than once?
- Have any of your documents been checked and approved by the casino?
- When was the last time you submitted a document to the casino for verification?
- What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
- Did you accumulate your winnings with or without a bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
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7 months ago
TranslationHello,
many thanks for the quick response.
I have my passport, travel photo (background casino site), proof of deposit, copy of credit card and debit card.
They only requested the documents after the second payout, but currently, no. The documents were submitted about a week ago.
Slot machine and hit the Maxhit at Wanted.
It was real money and not a bonus.
Best regards
Enes
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7 months ago
TranslationHello.
They're currently holding me for identification purposes.
They want to see my credit card statement from May 20th to June 20th. I've uploaded it three times now, and they're asking for it again each time. I only made one deposit on June 9th. I even marked it on the file for them. That, too, was not accepted. It's just a stalling tactic.
Thank you for your support!
Best regards
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6 months ago
Thank you for keeping me updated.
Have you uploaded your bank statement in the correct format? Please note that the document should not be edited in any way.
If possible, kindly forward me the document you sent to the casino at veronika.f@casino.guru. Thank you for your cooperation.
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6 months ago
TranslationI uploaded everything cleanly without editing. I have the feeling they can't read documents properly.
Best regards
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6 months ago
TranslationHello everyone,
I've uploaded documents of the payment receipt again and sent them by email. No response, nothing. I haven't even gotten an email reply from them.
They have requested my documents four times now and still can't do it.
Best regards
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6 months ago
Jetzt kommt der Knaller.. Ich habe eine Antwort bekommen auf meine Mail die ich extra auf Englisch verfasst habe.
Ich kopiere euch die Antwort 1zu1 hier rein...
Serenity (FunBet)
18. Aug. 2025, 16:01 OESZ
Dear [name hidden by Casino Guru],
We sincerely apologize, but at the moment, we do not have any native speakers available to respond to your message. In our effort to respond to you promptly, we will be addressing this reply in English. Thank you for your understanding.
Thank you for contacting our support team.
We trust this message finds you well, and we wish to extend our sincerest apologies for any inconvenience caused. Kindly reach out to us using the email address associated with your FunBet account for further assistance. We appreciate your understanding.
Und das war meine Mail auf Englisch an den Support...
[name hidden by Casino Guru]
12. Aug. 2025, 08:17 OESZ
Good morning. I have now sent you my statements for May and June. God knows why you need May.. I only deposited €40 once per hour on June 9th. Why from May 9th to June 9th? My lawyer will also get hold of everything that is happening here on Thursday. I have already filed a complaint with the supervisory authority and with Casinoguru. You have managed to be the most dubious casino of all time. You have already paid me €500 twice without requesting any identification, and then you want me to identify myself? Unbelievable! I have dozens of screenshots where I am writing to the same person on two different casino platforms, "FunBet" and "Sportaza" (where I also had problems but was finally paid out without KYC). The lovely Chanelle in chat support was also shocked when she was writing to me on FunBet and sportaza at the same time. Does it belong to you too? Do you like letting your customers have bad experiences? I uploaded both documents last time. Please confirm them and stop keeping me waiting.
Best regards, [name hidden by Casino Guru]
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6 months ago
Thank you for your reply.
Have you made sure to contact the casino using the same email address that you registered your account with?
Also, I have not yet received any emails from you. If possible, could you kindly forward the bank statements for May and June that you sent to the casino to veronika.f@casino.guru?
I appreciate your cooperation.
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6 months ago
TranslationHey,
Don't misunderstand, I have it on support@funbet.com I sent them my identification by email and wrote it in English. I then received a response from them saying that no one currently speaks my language... even though my email was in English and included all the required documents. So, not them, but Funbet. They told me in the chat to do it by email. Funbet has now received my documents five times and still hasn't responded.
Best regards
Enes
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6 months ago
TranslationI received a payout yesterday and was totally surprised 😀
Now there are only 900€ left and I hope that things will move forward now.
Best regards
Enes
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6 months ago
'm glad to hear that you received at least a part of your winnings.
Have you already requested the withdrawal of the remaining €900? If so, could you please specify the exact date when you submitted this withdrawal request and what the current status of this payment is?
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6 months ago
TranslationGood evening everyone,
I received the payout on August 21st and requested the next payout on the same day. It's only been four days now, so I hope the last two payouts go through quickly.
I'll keep you updated.
Best regards
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6 months ago
TranslationThere's only €900 left, and today I contacted support again to ask when the next payout will finally be made. Again, the same answer, priority, etc., and immediately. So, the same scam again.
But I don't understand why people behave like that. Nobody goes back to playing, does they?
As always, thank you for your continued support.
Kind regards
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6 months ago
Thank you for keeping us updated. Have you received any news regarding your withdrawal request in the meantime?
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6 months ago
TranslationGood morning. I was just in the support chat and I keep hearing the same thing...my payout is a top priority, but unfortunately, nothing has happened since August 14th.
Best regards
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6 months ago
Please forward me the most recent communication between you and the casino customer support regarding the withdrawal of your winnings. You can post the screenshots of your conversation directly here to the thread, or you can send them to me at veronika.f@casino.guru. Thank you for your patience and cooperation.
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6 months ago
TranslationHello everyone,
When I get home from work tonight, I'll be happy to upload everything.
Best regards
enes
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6 months ago
Hello Endogs,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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5 months ago
TranslationGood morning everyone,
A payout was made last Friday 🙂
Now just the last 400€ and then everything will be paid out.
Best regards
Enes
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5 months ago
Dear Endogs,
We would like to inform you that we are currently investigating this matter in response to your concerns. We will make every effort to assist you with your pending withdrawal and will provide you with an update at the earliest opportunity.
Thank you for being so patient with us! We really appreciate it.
Best regards,
FunBet team.
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5 months ago
Thank you for the updates. Please let me know when you receive the last €400.
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5 months ago
TranslationEverything is done 🙂 thank you very much.
The final €400 arrived today. The case has thus been successfully resolved.
Thank you so much for your support.
LG
Enes
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5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Endogs,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
