Funbet Casino - Pelaajan kotiutusta ei ole maksettu 10 kuukauteen.

Hello, on December 12, 2024, I deposited €400 for the welcome bonus. I won with real money at Funbet Casino. The winnings amounted to €4,139.

The casino has not yet paid out my winnings.

I have already uploaded the requested documents for verification.

I cannot submit any further documents because I have not received any further requests from the casino.

There are also no pending requests in the verification tab on my casino account. I uploaded everything the casino requested, and yet I haven't received a withdrawal yet.

I've been waiting for my money for 10 months now, and since I've successfully registered several times at their sister casino, I thought Funbet would eventually follow suit. Unfortunately, that's not the case, and now I'm hoping the Casino Guru team can clarify the situation.

Hallo, am 12.12.2024 habe ich 400€ für den Willkommensbonus eingezahlt. Ich habe mit Echtgeld im Casino Funbet gewonnen. Es ergab sich ein Gewinn von 4139€

Das Casino hat mir meinen Gewinn bisher aber noch nicht ausgezahlt.

Die angeforderten Dokumente habe ich bereits für die Verifizierung hochgeladen.

Ich kann auch keine weiteren Dokumente einreichen, da ich keine weitere Aufforderung vom Casino dafür erhalten habe.

In meinem Verifizierungsreiter auf meinem Casino Konto sind ebenfalls keine Aufforderungen mehr offen. Da habe ich alles hochgeladen, was das Casino von mir angefordert hatte und dennoch habe ich bisher keine Auszahlung erhalten.

Ich warte nun seit 10 Monaten auf mein Geld und ich dachte, da ich mich in deren Schwestercasino bereits mehrfach erfolgreich registriert habe, dass Funbet am Ende mitziehen wird. Dem ist leider nicht so und nun hoffe ich, dass ich durch das Casino Guru Team, die Situation aufklären lassen kann.

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Hello,

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.

• Could you please clarify if you currently have any pending withdrawals?
• What documents did you upload for verification? Have you received any confirmation from the casino that your account has been verified?
• When was the last time you tried to contact the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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,

Kristina

Dear Ninosch,

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.

I currently have no withdrawals and am blocked for that reason. Exactly €4,139 is still outstanding.

I can't say whether I received an email for verification. That was too long ago. Maybe I deleted something.

I think I was in the live chat at the time and asked why nothing had happened after I submitted my documents. Unfortunately, I can't remember whether he meant that I was verified or whether I had to submit another document. The verification tab, however, only says "Upload document," but not which one.

Aktuell habe ich keine Auszahlung und bin dafür auch gesperrt. Es sind noch genau 4139€ offen.

Ob ich eine Email bekommen habe zur Verifizierung kann ich nicht sagen. Dass ist schon zu lange her. Vielleicht habe ich da auch schon was gelöscht.

Ich war damals glaube ich mal im Live Chat und habe nachgefragt, warum nach meiner Dokumentenabgabe nichts mehr passiert ist. Ich kann mich nur leider nicht mehr daran erinnern, ob er meinte, dass ich verifiziert bin, oder ob ich ein weiteres Dokument einreichen musste. Beim Verifizierungsreiter steht allerdings nur Dokument hochladen, aber nicht welches.

Thank you for your reply, Ninosch. Do I understand correctly that you currently don't have access to your casino account? When was it closed?

Could you please try contacting the casino again and ask what you need to do to receive your winnings? Then forward that conversation to me. Thank you.

Dear Ninosch,

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.

No. I can log in to the casino website, but I'm blocked from making withdrawals.

I'm currently in the live chat and am asking again what the problem is with Funbet not paying out. I'm saving the chat log this time so I can forward it to you.

Nein. Ich kann mich auf der Casino Website einloggen, aber für Auszahlungen bin ich gesperrt.

Ich bin soeben im Livechat und frage erneut nach, was das Problem ist, dass Funbet nicht auszahlt. Ich speichere das Chatprotokoll diesmal, damit ich es dann an Sie weiterleiten kann.

I sent you an email to "> " target="_blank" rel="nofollow ugc noopener noreferrer"> kristina.s@casino.guru Sent with the latest news on this case.

Kind regards

Ich habe Ihnen eine Email an kristina.s@casino.guru gesendet mit dem aktuellsten Neuigkeiten zu diesem Fall.

Freundliche Grüße

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Ninosch,

We regret to learn about your situation.

We would like to assure you that it is not our intention to keep you waiting. However, in order to ensure compliance with all necessary protocols, we are also awaiting an update from the appropriate team. 

We will make every effort to assist you in your current situation and will provide you with an update at the earliest opportunity. 

We sincerely appreciate your patience, understanding, and cooperation. Thank you very much. 

Kind regards,

FunBet team.

Hello Ninosch,

It's Michal again. I have taken over this complaint. It is indeed very unusual that this situation has persisted for such a long time. I hope we will be able to clarify it soon.

Dear FunBet Team,

I appreciate your attention to this matter and look forward to your clarification and suggestions on how we can best resolve it together.

Dear Ninosch,

Upon reviewing your request with our relevant team. We kindly request you to please upload your transaction history of the payment method that was used to top-up your Mifinity on December 12, 2024, for 400 EUR for the period from December 1, 2024 till December 15, 2025.

We respectfully recommend that you upload the transaction history in PDF format through the verification tab in your profile.  

Additionally, please ensure that the document has not been edited or modified. Kindly upload the PDF in its original form. Thank you.

We are looking forward for your update.

Kind regards,

FunBet team.

Please allow me a little more time to prepare the necessary documents. I am currently ill and therefore have fallen behind on many things.

Kind regards

Ich bitte um etwas mehr Zeit, um die erforderlichen Dokumente bereit zu stellen. Ich bin zurzeit krank und deswegen komme ich zurzeit mit vielen Dingen nicht mehr hinterher.

Freundliche Grüße

Dear Ninosch,

I'm sorry to hear you've been unwell, and I hope you are feeling better.

Please forward the required documents to the casino team at your earliest convenience. Kindly "cc" michal.k@casino.guru so I can track the submission.

Thank you in advance.

Thank you, I've been feeling better since yesterday and immediately started looking into it. I found the source relatively quickly. It's a payout from Rollino Casino. I've just uploaded a screenshot of the transaction history from the casino and a PDF file of the payment history to the Funbet Casino verification page.

Kind regards

Danke, ich fühle mich seit gestern wieder besser und habe mich dann direkt auf die Suche gemacht. Ich habe die Quelle relativ schnell gefunden. Es handelt sich um eine Auszahlung des Rollino Casinos. Screenshot des Verlaufes von dem Casino und eine PDF Datei der Zahlungshistorie habe ich dem Funbet Casino gerade auf der Verifizierungsseite hochgeladen.

Freundliche Grüße

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 Ninosch,

We are pleased to inform you that your account has been verified. Which also means you should be able to attempt withdrawal request. However, you can proceed with your balance as you wish.

Should you require any additional assistance, please do not hesitate to reach out to our team. 

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities.

Best regards,  

FunBet team.

I'm very happy to hear that.

I have just requested a payout of €500 and hope it will be processed quickly.

Kind regards

Das freut mich sehr zu hören.

Ich habe soeben eine Auszahlung von 500€ beantragt und hoffe diese wird schnell bearbeitet.

Freundliche Grüße

Dear FunBet team,

Thank you for the positive update. I have faith that the withdrawals will be handled according to your standard procedures without any unnecessary delays.

I would also greatly appreciate more prompt responses from you in the future.

Dear Ninoch,

I hope that your withdrawals will be handled in the usual manner, without any unwarranted delays. Please inform me once you have withdrawn your winnings.

Dear Ninosch,

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.

Funbet is still paying out. Things are progressing.

Funbet zahlt weiterhin aus. Es geht voran.

Dear Ninosch,

Thank you for your update. Could you kindly confirm the amount you have received and the remaining balance?

There is still €1139 outstanding and the casino has already paid out €3000.

Es sind noch 1139€ offen und 3000€ hat das Casino bereits ausbezahlt.

Dear Ninosch,

Thank you for your update. I am confident that you will receive the remaining funds shortly. Please inform me as soon as you do. I will then proceed to close this case appropriately.

Funbet has now paid out in full and we can now close this complaint as resolved.

Thank you so much for your help.

Funbet hat nun komplett ausbezahlt und wir können diese Beschwerde nun als gelöst abschließen.

Vielen lieben Dank für Ihre Hilfe.

Dear Ninoch,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation and that you have received your winnings. I'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru