Funbet Casino - Player's winnings are missing from the account.

Subject: Winning Not Credited – Baccarat Game – $8,800 Payout Missing

Complaint:

Also this is the second time this has happened. And the last time the gave my money but said I had to wager the entire amount in order to withdrawal. Please help me as it took one month last time to get this resolved.

I am submitting this complaint regarding a serious issue with Funbet Casino where my legitimate winnings were not properly credited to my account.

On March 23, 2026 at approximately 1:25 AM, I placed a bet of $4,400 on Player in a baccarat game (Round ID: BUhv0HUmCuaqq4LL).

The result of the hand was:

Player: 7 (4♣, 3♣)

Banker: 4 (8♦, 6♥, Q♣)

This is a clear and valid Player win, and the system itself shows:

Bet: $4,400

Win: $8,800

However, despite this confirmed winning result, my account balance only shows $889.03, meaning the winnings were not properly credited.

I have attached evidence including:

Game result showing Player win

Bet amount and win amount clearly displayed

Round ID and timestamp

This is not a dispute about the outcome — the system itself confirms I won. The issue is that the payout was not reflected in my balance, which indicates either a technical error or a failure on the casino’s side.

Additionally:

I have attempted to contact support multiple times

I have only received generic responses or no meaningful resolution

The issue remains unresolved and the funds are still missing

Expected Resolution:

I am requesting that Funbet Casino:

Immediately credit the full winning amount of $8,800, or

Provide a clear and transparent explanation supported by game logs and transaction history. I also had $89 remaining in my account before I won the bet

This situation is unacceptable, as it involves a confirmed winning bet that has not been paid out.

I am requesting Casino Guru’s assistance in investigating this matter and ensuring a fair resolution.

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 does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Manvirbasran,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your winnings not being credited, especially since you mention a similar situation has already occurred in the past.

I can see that you previously experienced a comparable issue with this casino (https://casino.guru/complaints/funbet-casino-player-s-winnings-have-not-been-credited), which makes this case even more important to review carefully.

To better understand your situation and assess the case properly, I would like to ask you a few additional questions:

• Have you checked your transaction history to see if the winnings were credited and then possibly reversed? If yes, please share a screenshot of this section.
• Could you please provide your full game history for the relevant session, including the round in question (Round ID: BUhv0HUmCuaqq4LL)?
• Do you have any communication from the casino specifically addressing this round or explaining why the winnings were not credited?
• Could you confirm whether your balance changed at any point after the round (even temporarily), or if the winnings never appeared at all?

If you have any supporting evidence such as screenshots, game logs, or communication with the casino, please attach them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello,

Thank you for reviewing my case. Please find all requested details below:

🎯 Round Details

Game: Baccarat No Commission

Round ID: BUhv0HUmCuaqq4LL

Bet ID: 359503863357 (bet) / 359503906689 (result)

Date & Time: March 23, 2026 at approximately 1:25 AM

💰 Bet & Win

Balance before bet: ~$4,400 (entire balance used)

Bet amount: $4,400 on Player

Result: Player win (7 vs 4)

Expected win: $8,800

❌ Issue (IMPORTANT)

After the winning hand, my balance showed $889.03

The winnings were not credited correctly

Transaction history shows a win of only +$798.73, which is incorrect and does not match the actual bet and result

📊 Additional Clarifications

The winnings were never properly credited at any point

There was no reversal — the correct amount simply never appeared

I have not received any explanation from the casino explaining this discrepancy

I have attached:

Full game history

Hand result showing $4,400 bet and $8,800 win

Transaction showing incorrect credited amount

This was the hand before the $4400 bet

Dear Manvirbasran,

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.

Ok thank you

Hello Manvirbasran,

It's Michal again. While I acknowledge the even the best games in the most reputable casinos can sometimes experience issues/bug it's quite strange that you encountered the same situation in such a relatively short time period. I will of course reach out to the casino team for clarification.

Dear Funbet Casino,

Can you please clarify why has the player encountered the same issue again and why was this not address by you more promptly?

If there are any particular details regarding this case that cannot be disclosed publicly, please do not hesitate to share them with me directly at michal.k@casino.guru. I would be happy to review any additional context you can provide.

Looking forward to your timely response.

Yes they continue to do this. I don’t understand how this keeps happening it is corrupt. Last time when they gave my $7000 back they also tried saying I needed to wager the whole amount once in order to withdrawal. I’m not doing that this time. I want my money, these people are frauds

They always say sorry but this has happened twice in a month and it’s a lot of money. Last time I received the money they tried making me wagering the entire amount or I couldn’t withdrawal it. I’m tired of this casino doing this please get my money back and fix this

??

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.

Come on we’re extending it? Are you serious this is the second time this has happened why do we keep giving them this much time

Dear Manvirbasran,

Thank you for your patience. After reviewing your account, we can confirm that this matter is currently under investigation by the relevant department.

As previously mentioned, we are still awaiting a final resolution. While there are no new updates at this moment, please rest assured that we will notify you as soon as we have more information.

Kind regards,

FunBet

What are you reviewing? It clearly shows I won the hand. This is ridiculous, this has happened twice within the last month? Is your team trying to find a resolution to not pay me? I’ve sent you multiple screenshots that show I won the hand. Like I don’t understand what you need to investigate? Maybe hire a team to fix your website

Dear Manvirbasran,

I genuinely understand your frustration regarding this matter. It is certainly reasonable to expect the casino to resolve the issue promptly. While I cannot speak on behalf of the casino, I can share that, based on my experience, once a problem is identified with a game, it must be addressed with the game provider. The provider needs to conduct a thorough investigation to determine what caused the issue, whether the game results were displayed correctly and to implement the necessary fixes to ensure the game functions as intended. Unfortunately, this process often requires some time and is typically outside of the casino team's direct control.

Moreover, I acknowledge that you have encountered basically the same issue in the same game within a relatively short timeframe, which is indeed unusual. Given that both instances involve significant amounts, I understand the seriousness of the situation and appreciate your patience. Nevertheless, I sincerely hope that we will see some positive developments soon.

Dear FunBet Team,

We await your timely response, including any relevant updates or documentation, to ensure a comprehensive review of this matter.

Dear Manvirbasran,

Thank you for your patience. After reviewing your account, we can confirm that this matter is currently under checked with the provider.

We will inform you as soon as possible.

Kind regards,

FunBet

When the funds are returned to my account, I expect full and immediate access to withdraw them, no additional wagering requirements attached. Your team attempted to apply a 1x wagering condition last time, which is completely unacceptable.

I will not be using this platform moving forward until my money is fully restored. Ensure that once the funds are credited, they are withdrawable right away without any restrictions

Dear all,

Please be informed that we have already requested the necessary information from the provider.

Unfortunately, we are unable to expedite this process at the moment, as we must wait for the provider to update us accordingly.

We appreciate your patience and will notify you as soon as we have more information.

Kind regards,

Funbet

It’s been 3.5 weeks you guys have done absolutely nothing. This is longer than last time, this is horrendous service. Casino guru you should still leave a negative review. These people have mismanaged thousandths of my dollars and I hope this doesn’t happen to anyone else ever.

Dear Manvirbasran,

I truly appreciate how frustrating this waiting period must feel.

However, as previously mentioned, the provider is required to conduct a detailed and careful investigation to fully understand what occurred, confirm whether the game results were displayed correctly, and apply any necessary fixes to ensure everything functions as it should going forward. While this level of review is important to reach a fair and accurate outcome, it unfortunately takes some time. In rare instances, it has taken several months, although I sincerely hope this will not be the case here.

At this stage, aside from the casino team continuing with regular follow-ups with the game provider, there are very limited additional actions that can be taken.

Thank you again for your understanding and continued patience.

I sincerely hope we will have a positive update for you soon.

Dear FunBet Team,

Kindly ensure that regular follow-ups are maintained with the game provider so that this case continues to receive close attention.

We will be awaiting a timely update and remain hopeful for a positive outcome.

Dear all,

Thank you for your patience and understanding.

We will continue to follow up closely on this case to secure a reply and resolve the situation as quickly as possible.

Best regards,

Funbet

Michal

It has now been a full month.

If I can provide a clear screenshot showing that the hand was won and the funds were not credited to my account, what additional information do you possibly need to resolve this? This is not a complicated issue.

We are talking about $8,800 of my money that should already be in my bank account. This has now happened twice within the last month, so you can understand exactly why my frustration is justified.

To make matters worse, the last time this occurred—when my $7,000 was finally returned—there was an attempt to attach a 1x wagering requirement before I could withdraw my own funds. That is completely unacceptable.

At this point, I need a clear answer:

What exactly is still being reviewed?

What is the reason for the delay?

When will this be resolved?

This should not take a month to correct what is clearly an internal error. I expect this to be escalated and resolved immediately.

Mike

Dear Manvirbasran,

I sincerely understand how frustrating this waiting period must be for you, and I fully acknowledge your valid concerns. However, as an independent dispute mediator, we do not have the authority to "certify" the round as fully valid, even though we believe it likely is. We are neither a licensing authority, certified game testing agency, nor the game provider/producer.

I share your desire for a swift resolution. As I mentioned previously, the game provider in situations like this, must conduct a thorough investigation to comprehend what transpired, verify the accuracy of the game results, and implement any necessary corrections to ensure smooth operations moving forward. While this detailed review is crucial for achieving a fair and accurate outcome, it does require a certain amount of time. In rare cases, investigations have taken several months; however, I genuinely hope that this will not be the case here. The investigation is currently ongoing, and at this stage, I regret to inform you that there is little more we can do but remain patient.

Dear FunBet Team,

Could you please let us know when you last contacted the game provider and what their response was? We would also appreciate it if you could follow up with them again today to get the latest update.

Additionally, I believe it would be very helpful if you could continue reaching out to them on a regular basis—perhaps every 2–3 days—so this matter can be resolved as promptly as possible.

Thank you for your cooperation.

Dear all,

Thank you for your continued patience.

We are writing to inform you that the game round has been reviewed, and the amount of 8,001.27 CAD has been manually credited to your account.

Kind regards,

Funbet Casino

Michael, this is unacceptable service. I received the funds, but I ended up gambling them because I was not allowed to withdraw without completing a 1x wagering requirement. It literally would not let me withdraw, unlike last time, so I had no choice but to gamble it.

This is clearly what you guys do, and it’s not right. This feels like fraud. I want my money returned immediately.

Dear FunBet Team,

Thank you for your response and for crediting the funds back to the player's account.

Dear Manvirbasran,

Thank you for your reply. I understand your perspective, and I’m sorry you’re dealing with this situation.

At the same time, I need to clarify that once funds are used for additional gameplay and are unfortunately lost, there is, in practice, almost no possibility for further action or recovery. Decisions to continue gameplay are made at your own discretion, and responsibility for those actions rests with the account holder.

While I cannot speak on behalf of the casino, the 1x wagering requirement was most likely a standard AML-related condition that needed to be met before the funds could become eligible for withdrawal. This is something we could have checked and potentially clarified with the casino in advance, including whether it might have been waived.

Regrettably, as this clarification was not awaited and the funds were used by you in gameplay, there are now very limited—if any—possible options that can be done at this point.

In simple terms, once the funds are lost by normal fair gameplay, they cannot be recovered.

I can understand this might not be the response you have anticipated, but I wanted to be transparent with you.

That said, the core issue behind this complaint—the non-crediting of winnings from the disputed round—has been reviewed by the game provider, and the winnings have been credited to your casino account, so this matter has been resolved. Any further activity on your casino account was at your own discretion.

Please let me know if I can consider the matter sufficiently addressed/resolved, or if there is anything else I can assist you with.

This is tonight once again

I’m telling you now Michal I want my money, I don’t want a god damn one time wager this time. So here you go I’m telling you now I want my money now and withdrawal it now

Dear Manvirbasran,

Thank you for reaching out.

Please be informed that we are unable to process a reimbursement once the funds have been used for gameplay. This is in accordance with our General Terms and Conditions, which were accepted upon the creation of your account:

6.6.2: No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

We understand that you are dissatisfied with our services. As we strive to provide an environment focused on entertainment, we can certainly assist you with closing your account if you feel our platform no longer meets your expectations.

Please let us know how you would like to proceed.

Kind regards,

FunBet Support

Funbet you totally ignored my 3rd complaint again hard to believe because you guys don’t know how to manage a website. I want my $3600 before I decide to close my account. Of course you and your crooks would want me to close it and take the money, but I want my money asap

Dear Manvirbasran,

I understand your position and the concerns you have raised, particularly given that you have experienced similar situations on multiple occasions. however, I kindly ask you to refrain from using rude or insulting language. This is not acceptable on our webpage. We communicating respectfully to all parties and the same behaviour is expected from others as well.

The casino has clarified that, in line with their Terms and Conditions, funds that have already been used for gameplay are not eligible for reimbursement. While such clauses are commonly applied across the industry, I recognize that your concern is not solely about the loss of funds, but rather about the recurring sequence of events leading up to it.

While from a mediation standpoint, the original issue—non-crediting of winnings—has been addressed, as the funds were eventually credited to your account following the provider’s review. However, the broader concern regarding the repeated application of these procedures is something I will continue to raise with the casino to seek a clearer explanation.

I would also encourage you, for any future instances, to refrain from using the credited funds until the terms and withdrawal eligibility are fully clarified, as this helps preserve all available options.

At the same time I do not recommend playing the same game that caused the issues as it looks like there is no guarantee that you will not encounter issues again which could once again cost time a further frustration.

I understand this situation is frustrating and not the outcome you were hoping for, but I want to assure you that your concerns have been heard and will be followed up appropriately within the possible boundaries.

Dear FunBet Support,

Thank you for your prompt response. Could you kindly clarify the reasoning behind the 1x wagering requirement imposed on player winnings, which should be eligible for withdrawal without restrictions if the player chooses to do so?

Furthermore, as mentioned earlier, the player has faced the same issue in the same game for the third time. Why was this game not at least temporarily removed until a complete resolution is achieved?

Thank you Michal, I do apologize I understand there is a process, but this seems very targeted. Yet again I explained to you this happened for the third time. And again prior to receiving the money, they made me wager the money ONCE AGAIN for the third time. I couldn’t withdraw it nothing. I want my money back, this is ridiculous and has happened for the third time? How else would I take my money out of I am forced to play with the funds 1x wager? There’s no other way I am forced to play in order to take my money out etc

Dear all,

We are currently coordinating with the relevant department to gather all the necessary information. We will get back to you with a full update as soon as possible.

Thank you for your patience.

Kind regards,

FunBet Team

Thank you, again I tried to withdrawl the money once received multiple times, even reached out to live chat and they didn’t respond. So I had to wager it again because I had no choice. And I had said this before I got the money, I just want to withdrawl it without having the 1x wager requirement. And they still did it

I wrote on here as well and emailed support that I want to be able to withdrawl my money once credited. But I didn’t have the chance unless I wagered it. Now I want my money back into my account so I can wager it. That’s the only dair resolution as you already stole my money two times prior to this

I wrote on here as well and emailed support that I want to be able to withdrawl my money once credited. But I didn’t have the chance to withdraw it one received once angain because it said unless I wagered it I wouldn’t be able to withdrawl. I want my money back into my account so I can withdrawl it. That’s the only fair resolution as you already stole my money two times prior to this. This was meant for above I had to fix my words, anyways just put my $3250 back into my account and let me withdrawl it

Dear all,

Please be advised that the wagering requirements were applied due to a system limitation that does not allow for cash to be added without such conditions.

Ideally, this matter should have been addressed prior to the commencement of gameplay. Unfortunately, as the full deposit has already been utilized and there is no remaining balance, we are unable to perform any adjustments or reversals at this stage.

We apologize for any inconvenience caused.

Kind regards,

FunBet Team

No that’s b********. You never told me those rules and basically made me gamble my money in order to get it back. I want a full credit of my money back into my account now. This is the third time this has happened and I’m not letting it slide.

Dear Manvirbasran,

I appreciate the concerns you have raised and fully understand the frustration you are experiencing, particularly in light of the fact that you have encountered similar situations on more than one occasion. However, I must clearly inform you that the use of offensive, threatening, or intimidating language is not acceptable in this communication process. Should such behaviour continue, we may be required to terminate the handling of this complaint and restrict further engagement through our platform.

Please note that our goal is to assist players in resolving disputes in a constructive and fair manner, and we maintain a strict policy in this regard to ensure a professional, respectful, and productive process for all parties involved.

Dear FunBet Team,

Given that the player has experienced the same issue on multiple occasions, I believe it would be appropriate to consider whether a goodwill gesture could be offered to acknowledge the inconvenience caused.

Would it be possible for you to review this matter and advise whether any form of compensation or accommodation could be considered in this case?

Sorry Michal, I understand what you’re saying and it won’t happen again. But I’m not letting this time slide. I told both funbet and you they would try to make me wager the money again before I can withdrawn and that’s not Happening here. I gave everyone a warning what they would do. So I want my money back in full. This isn’t a resolution they can just get away with it. I let both parties know I want my money when it comes they ignored forced my hand to wager it in order to get my funds out. I want my money back $3250

Dear Manvirbasran,

I fully understand that this situation is frustrating, especially since you have previously clearly stated that you are willing to accept the funds without any further conditions. While your preferences and expectations are understandable, this does not necessarily mean that the casino or other parties involved are bound or able to immediately comply with such a request, especially if standard regulatory or procedural requirements apply.

I would like to explain that it is a common industry practice for deposited or recredited funds not to be immediately available for withdrawal. The anti-money laundering (AML) regulations require such funds to undergo at least minimal wagering before a withdrawal can be processed. Most casino systems apply this requirement automatically.

While it is possible for the casino team to manually remove such restrictions, this usually requires internal review and processing, and the player is expected to wait for confirmation before using the funds further.

Unfortunately, as you, on your own, proceeded with gameplay before this matter was clarified or adjusted, and the funds were subsequently lost during regular gameplay, the possibilities for further action are now very limited. As previously explained, funds lost through fair gameplay generally cannot be restored.

I understand this might not be the response you were hoping for, and I appreciate your frustration in this matter. Nevertheless, based on the circumstances, I wanted to provide you with a transparent explanation of how the situation is viewed from a regulatory and industry perspective.

This being said, I remain hopeful that a reasonable and mutually acceptable resolution can still be reached regarding this matter.

Michal,

I want my $3,250 back in my account immediately. I could care less about these so-called "regulators" and magical rules that are suddenly being brought up out of nowhere. I already told you before all of this that this is now the THIRD time this has happened.

What exactly does "anti-money laundering" have to do with any of this? I placed an $1,800 hand, won big, and my plan was to withdraw the funds immediately after. Instead, all of a sudden my money doesn’t come back into my account, I submit another complaint, and now there’s conveniently a "wager restriction" placed on MY money that I fully intended to withdraw in the first place? That makes absolutely no sense.

If I had been given access to withdraw my funds when I initially tried, this entire situation would never have happened. Instead, every single time there’s an issue, another excuse or another "rule" magically appears after the fact.

Enough is enough. This stops here. Give your head a shake, Michal. This is MY money, and I expect it returned to my account immediately.

Thank you

Mike

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.

Thank you, Michal. I just want my $3,250 back so I can move on. When I won my hand, I fully intended to withdraw the funds, but the winnings were never returned to my account. Then, when the money was finally credited, I still wasn’t able to withdraw it. That’s just ridiculous. I really hope this can be resolved.

Thank you for all your help.

Dear Manvirbasran,

Kindly be advised that the RoundID: uM1qItYCBaSm61Ls checked, 3242.67 was manually credited on Apr 28, 2026, 7:16 AM.

Kind Regards,

FunBet

And I couldn’t withdraw it multiple times I told you guys beforehand to let me be able to withdraw it and still when money was received I had to wager it. Stop playing games and give me my money with no restrictions

Dear player,

There were no restrictions regarding withdrawing. I can see you have requested multiple withdrawals.

Consider this matter closed.

Best Regards,

FunBet

For my $3250 there was a restriction. I couldn’t take it out. It said I had to wager the amount 1 time in order to take it out. Stop lying and this matter isn’t closed. You don’t get to decide that. Casinoguru makes that decision. You con artists

We aren’t talking about the last withdrawals we’re talking about the $3250 withdrawal where you made me wager it

Dear Manvirbasran,

Following a review of your account, we can confirm that the funds for the specified round ID were credited as wager-free cash.

Our records show that these funds were subsequently used for gameplay. Multiple withdrawals were requested on the same day and were cancelled later on. Since the amount has already been fully utilized within the casino, we are unable to issue a refund.

Kind regards,

FunBet Team

Dear FunBet Team

Kindly forward me evidence of the above-mentioned at michal.k@casino.guru for a review.

Thank you in advance.

Michal they are lying. They credited that $3200 hand back on my account but as I went to pullout it said I needed to 1x wager it again!. Had mentioned this in the above comments. I had no way to take the money out unless I watered it. I let both of you guys know. Funbet is clearly lying once again. I want my $3200 back in my account am I can withdrawl it.

This is the round I’m talking about

Dear Michal,

As requested we have sent an email attached with the evidences for your further review.

We look forward to your update.

Kind regards,

Funbet Casino team.

Michal the money credited on my account the $3248 or whatever it was. I was never able to withdrawl it clearly stated when I went to withdrawl that I had to wager 1x before withdrawing the funds I have explained this to you several times. And the third time they did this I let you know this would happen prior to the money being credited and it did.

They are lying

Dear FunBet Team,

Thank you for the email with the evidence, I have responded back with some additional enquiries and am looking forward to your reply.

Dear Manvirbasran,

I have received the evidence confirming that the C$3242.67 has been credited to your account on April 28th at 7:16 casino time as Cash, so there was indeed no wagering requirement needed, however, at the same time, relatively shortly after at 8:06 a Daily Cashback bonus of C$243.28 was claimed/awarded to you and you basically immediately started to place bets not only with the bonus funds, but the real money funds as well and at 8:07 your balance was effectively only C$0.28, since you placed high amount bets and sadly lost them.

Can you please confirm how you claimed/received the Daily Cashback at that time? From your game log, I can see that you quite regularly claim/receive the Daily Cashback.

Are you serious? The $3248 was not free wagering it was 1x wager the minute I tried to withdraw it. It clearly stated I couldn’t withdraw the money that was credited. I told you the money was credited that wasn’t the issue the problem was they didn’t let me withdraw it so I had to wager it. Maybe if you read the messages I sent you before Michal you wouldn’t try to play these pathetic games. You can make fake evidence all you want. They did this twice prior and now all of a sudden you believe them? I told you this in the earlier messages they didn’t let me withdraw the money

Dear Manvirbasran,

Thank you for your response. However, I feel you have not paid your full attention to my previous response.

As mentioned earlier, the amount of C$3,242.67 was credited to your account on April 28th at 7:16 am casino time as cash/real-money funds. Therefore, no wagering requirement was attached to those funds at that stage.

However, at 8:06 am casino time, a Daily Cashback bonus in the amount of C$243.28 was subsequently claimed by you or awarded to your account. This action (either the claiming of that bonus at that time or the activation of that bonus previously) was initiated by you. Following the activation of this bonus, your gameplay activity started immediately. At that point, your bets were placed using not only the bonus funds, but also the existing real-money balance. By approximately 8:07 am casino time (within approximately a minute), your remaining balance had effectively decreased to C$0.28 due to a series of high-value bets that resulted in losses.

Based on the available game records, these gameplay actions and betting decisions were carried out solely by you personally.

Furthermore, there is no indication or evidence that you contacted the casino support team to inquire about the wagering status of the funds or to request removal of the bonus in order to proceed with a withdrawal of the available balance.

As you ultimately chose to continue playing with the funds and the balance was subsequently lost during gameplay, I am unfortunately unable to identify any further action that could reasonably be taken in this matter.

Can you please clarify why you have not contacted the support enquiring about the wagering or the bonus you must have known you received since you played with it?

Dear Manvirbasran,

While I understand that you are dissatisfied with the outcome of this case, I must note that the use of offensive and abusive language does not contribute to a constructive discussion and does not affect the facts established during the review.

What makes this particularly unfortunate is that I was actively communicating with the casino team for an extended period and tried to provide as much information and clarification as possible on the course of events.

As has been explained previously, the central issue is not whether you informed us of your concerns before the funds were credited. Rather, it is the fact that once the funds were credited to your account, they were subsequently used for gameplay and ultimately lost by you. As a result, the balance in question no longer exists since it was lost and cannot be withdrawn or recovered.

I understand that you disagree with this conclusion. However, disagreement with the outcome or refusal to accept the consequences of the gameplay that took place does not alter the factual circumstances of the case. Our assessment is based on the information and evidence available to us, not on assumptions, allegations, or the strength of a party's dissatisfaction with the result.

Furthermore, as an independent dispute resolution service, we do not take sides. Our role is to review the available evidence and reach a conclusion based on the facts presented. After reviewing the circumstances of this case, I have found no grounds that would justify a different outcome.

As the reasons for our decision have already been explained in detail and no new relevant information has been provided by you, the complaint will be closed as Rejected.

Should you wish to pursue the matter further, you are free to contact the relevant regulatory authority or seek independent legal advice. I would appreciate it if you could inform me of the outcome at michal.k@casino.guru.

Furthermore, as previously explained, we maintain a zero-tolerance policy regarding abusive, threatening, or offensive behaviour directed toward our staff. Your recent messages constitute a clear violation of our complaint forum policies. Consequently, your complaint is being rejected, and, in accordance with prior warnings, your profile will be permanently blocked from further participation on our platform.

While we remain committed to helping players whenever possible, mutual respect is a fundamental requirement for any constructive dialogue.

With that said, I consider this matter closed and wish you all the best moving forward.