Funbet Casino - Player’s account remains open despite closure request.

I requested Funbet to close my account due to a gambling problem on 07/04/25 and they have told me several times it is closed. This never did happen and I was allowed to deposit £3208 since they said my account was closed. A year later and my account is still open with me being able to deposit and every email since last year has been ignored

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Funbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account currently closed?
• When was the last time you were able to deposit?
• Have you asked the casino for a refund due to failed player protection already? Have you received any response?
• When was the last time you were in contact with the casino regarding any issue? Would you be able to share any recent correspondence relevant to the topic? My email is tomas@casino.guru
• Have you made sure to contact the casino via support@funbet.com?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Hi

i have sent you communication with the site. I trust asked for closure a year ago but they failed to respond.

my account is still open and I am still able to deposit.

as you will see from my communication proof sent by email I have asked numerous times over the year for account closure and informed then they have failed me as a player and broken terms and conditions

Hello Me1925,

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

Dear Me1925,

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.v@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 Me1925,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Funbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Me1925,

We would like to kindly confirm that you have been unsubscribed from the email and SMS communication program and your account has been permanently closed.

Thank you for your understanding.

Kind Regards,

Funbet Casino Team

Dear Funbet Casino,

Thank you for the confirmation. Could you also comment on the fact that the player's account was not closed for almost a year, even if a gambling problem was explicitly mentioned?

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 Me1925,

Unfortunately, the casino has not replied to further questions. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal V