Funplay Casino - Player’s account has been closed without explanation.

I deposited $500 and won $50525. I played it down to 50287 to withdraw 50000 the maximum withdraw limit and forfeit the rest.

I asked them how does such large withdrawals work if there was a maximum withdraw limit per day and they just said they’d process it now but will take longer as it’s a large amount. 2 hours later they sent me a message saying:

‘Dear Valued Member,

Following a recent review of your account, we regret to inform you that we will no longer be able to continue providing our services to you moving forward. This decision has been made in accordance with our internal business and risk management policies and is final. In accordance with our Terms & Conditions and internal policies, only your original deposit amount of AUD 500 will be refunded to your registered payment method. Any remaining balance, winnings, bonuses, promotional credits, or related benefits associated with the account will be deemed void. We thank you for your support and understanding and wish you all the best in your future endeavors.’

I asked them for a specific reason why and they closed my account. I said: ‘What is the exact clause allegedly breached. The reason for voiding the win. Whether you are claiming a game malfunction, KYC issue, multiple-account issue, jurisdiction issue, or other violation?

And please provide your license number and the named operating company.’

They did not respond and I can no longer access my account. It says invalid login.

Important notice:

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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?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi,

I was playing slots. Specifically ‘Wudi’ provider and the game was called ‘Crazy ATM ’

I completed the verification when I opened the account approx 2 years ago, and made many successful withdrawals (max $10,000).

This win was not won using a bonus. It was a straight $500 deposit (max withdrawal $50,000).

Thank you very much for your reply, Qazwsxcderfv. 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.

I have just sent it all via email.

Thank you

I have just sent it all via email.

Thankyou

Dear Qazwsxcderfv,

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.

Kind regards,

Kristina

Hello Qazwsxcderfv,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I regret to inform you that our ability to assist you will be very limited since your case is very similar to multiple others that have been raised with us. We have received multiple complaints from Australian players regarding several questionable casinos operating without an official, reputable gaming license and with a very low safety index rating. While for a certain time the casinos might operate relatively fairly and occasionally even pay out winnings, these casinos often employ strategies to avoid paying out winnings in most cases, a higher amount of winnings—such as issuing fake payment confirmations, accusing players of rule violations without providing solid evidence, the winnings not being recognised by the game provider, or employing other tactics that operate at the very margins of fair and ethical conduct. On top of this, their customer support has proven unhelpful. Unfortunately, based on all the above and our experience, the likelihood of reaching a positive resolution regarding your case with this casino appears to be very low. I strongly advise against any further deposits to this or other similar casinos, and make sure to check the reviews of each casino on reputable casino review sites before depositing your money.

I also recommend that you check our article Scam Casinos and the Practices They Use | Casino Guru

Please be assured that this is not intended to cause further concern. I understand this situation may already be frustrating enough for you. I feel it’s important to keep you clearly informed about the current situation, while also keeping realistic expectations of what can be accomplished from our end.

Nevertheless, I will make an effort to contact the casino and see if there is any way I can assist you.

We would also like to invite Funplay Casino to join the conversation.

Dear Funplay Casino,

While we acknowledge the authority of any casino to discontinue providing its services to an individual player at its discretion, any outstanding financial obligations must be fulfilled beforehand. The confiscation of winnings should be supported by clear evidence of a rules violation by the player or by other legitimate and justifiable grounds.

Based on the information communicated to the player thus far, the reasoning provided appears inconsistent with the transparent and fair approach that we strongly advocate for within the industry. As such, we kindly request further clarification regarding the grounds for this decision, together with any supporting evidence that may substantiate it, so that we can conduct an independent and impartial review of the matter.

If there are any factors relevant to the situation that cannot be shared publicly, please send them directly to me at michal.k@casino.guru.

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.

Dear Qazwsxcderfv,

I have attempted to contact the casino on multiple occasions; however, as anticipated, this did not result in any meaningful progress.

As I previously mentioned, while we acknowledge that any casino has the right to discontinue providing services to a player at its discretion, any outstanding financial obligations must first be settled. The confiscation of winnings should be supported by clear evidence of a breach of the casino’s Terms and Conditions or by other legitimate and well-substantiated grounds.

Based on the information available thus far, the reasoning provided by the casino appears inconsistent with the transparent and fair approach that we strongly advocate for within the industry.

Regrettably, the casino team has not demonstrated a willingness to engage constructively in resolving this matter. As a result, I have no option but to conclude your complaint as Unresolved – Against Fair Gambling.

I understand this isn't a satisfactory solution to your issue. However, unresolved complaints negatively impact a casino’s rating, which may encourage the operator to reconsider its approach. Should the casino decide to engage further, we will reopen the complaint and notify you by email.

As the casino operates without a gaming license and does not reference any alternative dispute resolution (ADR) service, there is unfortunately no regulatory authority available to which this matter can be escalated. The only remaining option may be to consider legal action within your jurisdiction; however, this falls outside our scope of assistance.

Additionally, I strongly recommend exercising caution and avoiding the casinos listed under Auwin Partnership

as they appear to be operated by the same entity, and there is a high risk of encountering similar issues.

For the future, I encourage you to select casinos based on independent reviews and ratings, and to choose only well-rated and properly licensed operators to minimize the risk of similar situations.

I regret that we were unable to provide more assistance in this matter.

Best regards,

Michal

Casino Guru