The player from Portugal was unable to withdraw her funds from the casino and could not access her account. Despite sending emails, she felt her concerns were not being addressed properly. The player had €1000 in winnings and was not asked for verification, although she had previously withdrawn money from the platform. The issue was marked as resolved by the player confirming satisfaction with the outcome following communication with the Complaints Team. The resolution details were not specified, but the case was closed with the player's cooperation.
Funbet Casino - Player's withdrawal is delayed and account is inaccessible.
Resolved
Our verdict
Case closed
Amount: €1,000
Funbet Casino
Safety Index:Above averageCase summary
Discussion
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2 months ago
Translation
They don't make the payment. Now I can't access the account. I send emails. And they twist the emails
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2 months 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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2 months ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Had you completed verification before you lost access to the account?
- Do I understand correctly that you had €1000 (dispute value) in your casino account?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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2 months ago
TranslationI did play slots and had 1000 in withdrawals. I was never asked for verification, so I had already withdrawn money from this platform on other occasions.
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2 months ago
Thank you very much for your reply, Vanessaisa. When was the last time you logged in to your casino account?
Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Vanessaisa,
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,
Kristina
