The player from the United Kingdom had requested a withdrawal two weeks ago, but it remained unprocessed despite completing the KYC process. After 12 days, the casino canceled his request, citing issues with the payment processor, which led to frustration as he received only generic replies from customer service. The player explained that he had to fully wager his deposit before withdrawing and that the casino had blamed both his bank and their payment provider without providing a clear resolution. The complaint was closed due to the player's lack of response to further inquiries from the Complaints Team, who remained available to assist if he re-engaged.
Funbet Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: £450
Funbet Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
They are not processing my withdrawal and keep stonewalling with generic replies and excuses.
The latest update is they took 12 days before they cancelled my request. They blamed their payment processor but that doesn't make sense. I've completed their KYC and am requesting a withdrawal back to the same card I used for the deposit (which was instant).
I was told to request it again but customer service re just saying the same thing as before.
I've attached screen grabs. One shows the latest request for the ID number. The other shows how long ago the previous request was made.
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1 month ago
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.
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1 month ago
Dear Caleb19,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Funbet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- How long have you been a player at this casino, please?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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1 month ago
Thanks Katarina.
I've never made a successful withdrawal before but until this one I'd never tried as I have only played there on two occasions. I joined back in November 2024 when I played and lost, so no withdrawal attempt. Then in November this year I deposited £140 and won £450, which is the attempted withdrawal.
There was no bonus. Interestingly though they made me play through my deposit which I've never had on other casinos. Meaning the £140 I deposited had to be fully wagered before they would allow a withdrawal request - I only found this out when I tried to withdraw £500 but I couldn't even submit the withdrawal request, so had to play a little more. Not a major issue but the first red flag.
They say that the reason for the cancellation of the previous withdrawal attempt after 12 days was due to the payment provider. Some of the customer service blame my bank and others have said it is their payment provider. I called my bank who have no record of an attempted transaction at all, so it just seems like excuses. Plus they haven't asked me to do anything differently other than just try the withdrawal again.
The withdrawal request is back on the mastercard debit card that I deposited with. Something I've done many times without issue with other casinos.
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4 weeks ago
Dear Caleb19,
thank you for your reply.
Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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3 weeks ago
Dear Caleb19,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
