The player from Hamburg had requested a withdrawal of €1500 from Funbet Casino three weeks prior after meeting the requirements of a first deposit bonus. Despite no prior need for verification, live support had indicated that a review was required, but he had not received any verification instructions. The player experienced prolonged delays and difficulties with the verification process, particularly due to the casino’s request for a document linking his name and crypto wallet address, which he was unable to provide. We engaged with the casino to seek alternative verification methods suitable for the player’s crypto account. Eventually, the player’s account was successfully verified, and he received a partial payout. The complaint was then marked as resolved following confirmation from the player.
Funbet Casino - Player's withdrawal is delayed.
Case closed
Amount: €5,500
Funbet Casino
Safety Index:Above averageCase summary
Translation
Hello, I played at funbet Casino using a first deposit bonus. I fulfilled all the requirements and requested my first withdrawal via cryptocurrency on February 21, 2026. I also deposited using cryptocurrency. Currently, €1500 is pending withdrawal, and nothing has happened for over three weeks.
Verification wasn't necessary until now, but live support told me yesterday that a review is required. (They suddenly remembered it after more than three weeks.)
However, I have not yet received an email with verification information, and even on the homepage directly under the verification tab it says that I do not need to verify myself.
Therefore, I am now asking you to look into the case here in the help section...
Best regards
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Dear iak00,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please attach a screenshot of your pending withdrawal?
- Have you reached out to the casino's customer support to ask whether verification is needed?
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,
Attila
TranslationHello, no, I haven't received a payout from the casino yet.
According to the website, no verification is necessary.
I have attached screenshots.
TranslationI received this answer today in the chat.
TranslationJust so you know... Nothing has changed! I've been waiting for my first payment for over a month!
Dear iak00,
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, Lucia (lucia.s@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,
Attila
Hello iak00,
My name is Lucia 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,
Lucia
TranslationFor information..
Today marks 5 weeks since my first payment request.
There is still no information and no payment has been processed!
TranslationI received an email today asking me to verify my account.
I went to the homepage and it said that I should upload an ID and a selfie.
I uploaded my ID. Next, I wanted to upload the selfie, but this was no longer possible after successfully uploading the ID.
Suddenly it said I didn't need to verify myself, even though a document was still missing.
I have now sent the documents to funbet via email.
TranslationToday I logged into my account and when I click on verification it says I should upload the following documents...
It's nice that you can't see what they mean... but look at the screenshots, then you'll understand what I mean...
Customer support was of course unable to help either... see screenshots.
Dear iak00,
Thank you for your patience.
We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.
We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.
Best Regards,
Funbet Casino Team.
Dear Funbet Casino Team,
Thank you for your assistance. We look forward to receiving any further updates from you.
Dear iak00,
Thank you for your patience.
Please be advised that we have sent an email containing the documents required for your account verification. We kindly ask that you review and complete these at your earliest convenience.
Kind regards,
Funbet Casino Team.
TranslationHello, I received the email and uploaded the documents to your homepage; I also sent them to you via email.
They want a document from me that shows my name and wallet address together.
Such a document does not exist in my crypto account!
What I sent them is all I have available in my crypto account.
TranslationAs I expected, one of the two documents was rejected and I'm supposed to upload it again.
What they're demanding doesn't exist in my crypto account.
They require a screenshot showing the address, name, date of birth, wallet address, email, and so on.
Such a document does not exist.
What is a wallet address? What does that even mean?
There is no email address in my account, as I am not registered with an email address.
Crypto is used for anonymity, which is why the things they're demanding aren't available in a crypto account. At least not in the one I use.
I request that funbet take a position.
TranslationQuick update: Seven weeks have passed today. I haven't received a payout and my account still isn't verified!
This is absolutely insane, I've never experienced anything like it!
It takes a very long time to get answers from both sides!
Everything is just incredibly annoying.
Here's a screenshot of the document they're requesting...
Such a document does not exist!!!
I request an alternative!
And no, I don't own any other crypto accounts! I only have this one!
Dear Funbet Casino Team,
Given the limitation, could you please advise on how the player should proceed in this situation? If the originally requested document cannot be provided due to the nature of the crypto wallet, we kindly ask that you suggest acceptable alternative documentation or verification methods that would satisfy your requirements.
We appreciate your guidance so that the player can move forward with the verification process as smoothly as possible.
TranslationI can confirm that I received my first payout of €500 today...
It appears my account has been successfully verified.
I hope it will go much faster now and I will provide updates.
Hello iak00,
I’m happy to hear things are moving in the right direction. I will leave this complaint open until I receive confirmation that all funds have been received.
TranslationNot all payments have arrived yet... I'll give an update when they do.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear iak00,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Lucia
