Funzy Bets Casino - Pelaajan voitot on takavarikoitu.

Hi, a few months ago I had a problem with Funzybets Casino (I didn't know about Casino Guru at the time, so I'm only now filing a complaint). They seized my entire €56 balance and refused to pay out my winnings simply because I placed a single bet greater than €20.

I find this a truly absurd rule, considering I didn't have any active bonuses but was only playing with my real deposited money. Furthermore, there isn't even a history on the site where I can see my transactions (or rather, there's only a "bonus history," but no history for deposits or regular bets).

I would like Funzy Bets to refund me the €56 it seized by invoking that absurd rule that I had never heard of in any other casino.

I hope you can help me,

Thanks in advance.

Salve, qualche mese fa ho avuto un problema con Funzybets casino (ai tempi non conoscevo ancora casino guru, quindi sto aprendo il reclamo solo adesso), il quale ha requisito tutto il mio saldo di 56€ e si è rifiutato di pagare la vincita della mia scommessa solo perché ho piazzato una singola scommessa maggiore di 20€.

La trovo una regola veramente assurda considerando che non avevo nessun bonus attivo ma stavo giocando solo i miei soldi reali depositati. Tra l'altro non c'è nemmeno uno storico nel sito in cui posso vedere le transazioni (o meglio, c'è solo la "bonus history", ma non c'è uno storico per i depositi o per le giocate normali).

Vorrei che Funzy Bets mi restituisca i 56€ che ha requisito appellandosi a quella regola assurda che non avevo mai sentito in nessun altro casino.

Spero che possiate aiutarmi,

grazie in anticipo.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Our position on breach of the maximum bet rule is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru

Yozu should be able to request game history from casino support for the period the bonus was in play. If the casino were to refuse to give you this information, save the communication and send it to me instead.

Thank you in advance for your reply.

Best regards,

Tomas

They not only seized my winnings from that bet, but also my balance.

And as I wrote above, I did NOT use any bonus, only my real balance. The site only shows my bonus history and does not show deposits and transactions made with real balance, which are the ones that are relevant to my complaint.

I'll request a complete list of transactions again, this time via email, and see if they get back to me this time.

If they reply to me, I will forward the transaction history to the email address you provided.

Loro non si sono limitati a requisire le vincite derivanti da quella scommessa, ma anche il mio saldo.

E come ho scritto sopra, NON ho usato nessun bonus, solo il mio saldo reale. Il sito mostra solo la bonus history e non mostra invece i depositi e le transazioni fatte con saldo reale che sono quelle che riguardano il mio reclamo.

Richiederò nuovamente una lista completa delle transazioni, stavolta via email, vediamo se stavolta mi daranno riscontro.

Se mi dovessero rispondere girerò lo storico transazioni alla mail che mi hai fornito.

Did the casino reply to your request?

Please share what the casino's response was to your request for information.

Thanks in advance for your cooperation.

Yes, they replied to me 5 days ago saying that they saw my request and would let me know:

There was no further response from the casino.

Sì, mi hanno risposto 5 giorni fa dicendo che hanno visto la mia richiesta e mi avrebbero fatto sapere:

Non ci sono state ulteriori risposte da parte del casino.

Dear Spaffle

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, Matej (matej.l@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,

Tomas

Hello Spaffle, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the voided balance. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Funzy Bets Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s balance has been taken, if no bonus play was involved? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.

I have also used all available channels to contact the casino, in hopes of getting a response before the timer runs out. If I hear back, I will post an update in this thread.

Dear Spaffle,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej