The player from Portugal had won €345 on a slot at FunBet casino on September 14, but the amount was never credited to her account despite clear evidence of the win. After contacting support, she received a generic reply asking her to wait for an analysis and expressed concern about FunBet's licensing status. The Complaints Team had extended the response time for her to provide additional information, but she did not respond to the inquiries. Consequently, the complaint was rejected due to the lack of information needed to investigate further.
Funbet Casino - Player’s winnings are not credited.
Closed
Our verdict
Player stopped responding
Amount: €345
Funbet Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
5 months ago
Translation
I won €345 on a slot in the FunBet casino on September 14, during a normal gaming session. The amount won was displayed correctly on the game screen, and my game history on the platform clearly confirms this win. I have screenshots to prove it.
However, the amount was never credited to my player account.
I contacted FunBet support immediately and received a generic reply asking me to wait for an analysis.
I'm outraged, because the data is clear and the error is objectively on the casino's side.
Furthermore, upon investigation, I realized that there is no public confirmation that FunBet has a valid license with recognized authorities, such as SRIJ (Portugal), MGA (Malta) or even PAGCOR (Philippines), whose offshore licenses were cancelled in December 2024.
I request that Casino.guru intervene as a mediator, and that FunBet resolve this situation by crediting the amount due
Automatic translation:
Public
Public
5 months ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. To clarify your situation, may I kindly ask the following:
- Did you play with a bonus when you won the €345? If so, could you please send me a screenshot or a link to the bonus you activated and played with?
- Could you forward me additional screenshots, or if possible, a short video showing the win that has not been credited to your account? My email address is veronika.f@casino.guru.
- Please also request the casino to provide you with your complete gaming history from 14 September in Excel format, and then forward the file to me.
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,
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.
