Funbet Casino - Player's account has not been closed as requested.

I am posting this complaint because I believe my experience with Funbet.com raises serious concerns about how vulnerable customers are treated.

I had previously made it clear that I had a serious gambling problem and was experiencing significant harm. Despite this, I believe Funbet failed to handle my account responsibly and allowed gambling-related contact and VIP treatment to continue.

My experience with my VIP manager, Leo, was particularly concerning. Instead of the situation being handled with appropriate safeguarding, I felt that my vulnerability was not properly recognised or respected. The behaviour and communication surrounding my account contributed to a situation that caused me extreme distress.

I consider this especially serious because gambling operators have a responsibility to act responsibly when clear signs of gambling harm or vulnerability are identified. In my view, Funbet did not take sufficient action to protect me.

I have raised a formal complaint and asked Funbet to properly investigate what happened, including the actions of the staff member responsible for managing my account. I am seeking a full explanation, access to the relevant account records and communications, and an appropriate resolution.

At the time of posting this complaint, I remain dissatisfied with how this matter has been handled.

I have also been pursuing the matter through the appropriate regulatory and complaint channels.

My request to Funbet is simple: properly investigate the handling of my account, provide the relevant records, and take responsibility if failures occurred.

I am happy to provide Casino Guru with supporting evidence, including screenshots and correspondence, if required.

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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.

• Did you mention the reason for your account closure request in any of the emails you sent to the casino? If so, kindly forward me the complete messages in their original format at veronika.f@casino.guru.
• Please note that if no reason was provided for the account closure, we generally cannot hold the casino accountable for failing to protect a vulnerable player or for a self-exclusion failure.
• Is your account still open, or has the casino already closed it? If it has been closed, please specify the date of closure.

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