Fun Casino - Player's not able to withdraw their winnings.

Good Evening. 

fun casino are refusing to pay my win as they say I'm self excluded. I'm not. but they are saying even if I lost they would give me money deposit back . I think we all know that would not happen. but I have seen someone comment on here from fun casino or yaku casino they played whilst self excluded and lost their mo ney....obviously both scenarios cannot be correct they either have to pay me or pay the person who's lost their money back..p you help me identity that player so either they or me can get our money ...its L&L EUROPE The Parent company 

Hello mdowner8888,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you have never requested self-exclusion from this or any other sister casino?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your emails, mdowner8888. I apologize, but I must admit I am a little confused by what I see and I don't understand how the provided conversation relates to this case. If a player has an active self-exclusion due to gambling addiction, we believe that the player's deposits should be refunded.

Could you please forward me the whole conversation between you and the casino? I would mainly like to see the message in which you were informed that you have an active self-exclusion. Thank you in advance.

Dear mdowner8888,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

hello i did send you an email. fun casino are refusing to pay my win as they say I'm self excluded but I'm not. I have asked them for proof and they have now advised apparently they do not keep the proof past a certain date but are still not paying !!

Thank you very much mdowner8888 for your emails. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello mdowner8888,

I have reviewed your case and will contact the casino to see if I can help. To make sure I have all of the relevant information, could you tell me what date were you first told by the casino that you were self excluded?

We would like to invite Fun Casino to join the conversation and participate in the resolution of this complaint.

the date was 201221..I have actually raised with eCOGRA. but as we all know even without any evidence at all they will side with the Casino so I will be looking to take legal action after that . thanks

We would like to ask Fun 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

ha I doubt they will reply ! it's raised with eCOGRA. they claim I'm self excluded I never have been they now claim they don't hold any evidence that far back !Although I think we all know dispite having no evidence eCOGRA will find away to rule in their favour.

Hello mdowner8888,

I have made contact with the casino via Skype and I am waiting for more information from them. I will post an update here as soon as I have one.

OK thanks...as expected eCOGRA have advised they can't look into it as its not a gambling dispute ! !! thanks

Hello mdowner8888,

The casino has stated that you have created multiple accounts with different details to avoid a self-exclusion,

and that they have refunded you all of your deposits. I am awaiting evidence to support this.

Could you please respond to this?

yes that's the complaint. they are lying. they have advised I have self excluded from them so they are not paying the win . I have said I'm not but please feel free to send the proof ....they are now saying they cannot as they don't retain information that far back !!

Hello mdowner8888,

I appreciate your response with regards to the self-exclusion, but could you please clarify if all of your deposits have been refunded to you, and if you have registered multiple accounts?

I need to make sure I have all the necessary information to be able to proceed.

quick update ...if I am self excluded why did they allow numerous deposits and only "notice " when I won. they have also lied and said the UKGC advise all self excluded accounts to be refunded win or loose . First off all I was never self excluded. secondly do we really think had I lost they would be given me my money back . but more importantly the UKGC DO NOT advisevt this . so if I was self excluded. which I'm not ...they have lied about a UKGC rulling .

yes my deposits have been returned. BUT I won ! no I have never self excluded with them or opened multiple accounts.....they have no evidence either that I have .thanks

Hello mdowner8888,

Thank you very much for clarifying the situation. I will update you as soon as I hear back from the casino.

that's great thanks. end of the day they are not paying my win due to a particular reason . so surely the onus is on them to prove it . no court will accept their word for it or all Casinos could do it . if I am self excluded ( again I'm not) and they have not " retained " the evidence that's on them . again a statement saying your excluded but we no longer have evidence will not stand up in any court.

Hello mdowner8888,

I have had a response from the casino, and to be able to provide me with evidence they require you to officially agree by email that Casino Guru is allowed to be shown personal details about you.

If you can send an email to me with words to that effect, I will forward it to the casino and then we can find out more about the situation. My e-mail address is adam.m@casino.guru.

I have already asked them for the info they have advised they don't have it....do you know why they are now saying they will send to you but not me who's actually account it is?? but yes fine I'll send you the email

have you had the evidence from them yet?

sorry one other thing to note this casino has also lied another 2 times.

1) they state the UKGC advises if a self excluded person plays their money should be returned win or lose. That's a lie the UKGC do not say this at all and I have written proof from them .

2) what that state means had I lost they would need to refund. off course we all know that would not have happened but I also have a fully verified player who lost whilst excluded with fun casino and off course they did not pay the win.

these are just 2 more examples of them lying. irrelevant to my case as I'm not self excluded.

is there an update on this? they have no evidence. but because they are claiming its self-exclusion eCOGRA will not look into it as its iresponsible gambling ....its not as I've never self excluded. fun casino can't prove it buu

t eCOGRA are taking their word for it! I understand why...they are paid by fun casino....surely this should be stopped. the " third party ADR " third party ha ha , know full well they can't rule in favour of fun casino as they have no evidence so just advise they can't look into! scam both companies. this can't be the first time this has happened?

Hello mdowner8888,

I have passed on your email this morning and I am awaiting a response.

I will update you here as soon as I have received a reply.

Hello mdowner8888,

Just to update you, I have received the evidence from the casino and I am currently still discussing this with them.

Can I ask you if you have any other email addresses other than the one you have supplied?

hi Adam.

they have sent me the emails. as you will see the account is not in my name its actually my mothers account isabella Downer and has her name on the email .

this is not my account.

they are also not actually emails but a screen shot.?

Hello mdowner8888,

Are you stating that it was in fact your mother that sent the emails requesting account closure?

Also, has your mother's account been registered from the same household and/or device as your account?

yes it's in my mothers name but not the same device or address.

Dear mdowner8888,

After careful review of the evidence supplied by the casino and much discussion within our team, I am afraid I will no longer be able to help you pursue this case.

There is evidence that shows multiple accounts linked by multiple factors, and that one of these accounts has requested account closure in the past. According to the terms and conditions of the casino:

"The self-exclusion will be applied to all websites operated by us and members of our Group (please note that there may be a short delay in applying the self-exclusion to websites operated by other members of our Group)"

and also:

"During your period of self-exclusion, you promise not to circumvent, or to attempt to circumvent, the self-exclusion agreement by attempting to stake using allbritishcasino.com or our Services, either yourself or using a third party. Any Accounts found to be in breach of a self-exclusion agreement will be closed as soon as they are discovered. Please note that if you access your Account and/or open a new Account during the self-exclusion period by fraudulent means or by deliberately entering incorrect information and our automated checks do not prevent this happening, then we shall have no responsibility or liability to a player or any third party for any gambling activity that takes place (including to return any deposits, winnings or other funds in respect of such activity). Any new Accounts during a self-exclusion agreement will be closed as soon as they are detected by us."

We do feel that the casino should have been more clear in relaying this information at the time of closing the account and that players should be made aware of these rules to prevent situations such as these from occurring.

However, in this case, the casino has done everything in compliance with the conditions of their license by closing your account and returning your deposits, so the complaint will now be rejected.

I wish I could have been of more help.

Best regards,

Adam

Adam...but I've never self exclude from them ? they have no evidence saying I have ? the evidence they have sent is in somebody elses name !!

if I have surely they can send me the email with the details of the Account on.

they can't do this as it never happened.

I have never self excluded.

what proof have they given you? an email with somebody elses details on??

can you please look into it as I appears you are taking their word for it? unless off course you have seen ab email to me and its in reference to an account I my name.

you won't find this as it simply does not exist. they are lying.

can you please seek this proof? surely if what they say is true that must be able to divulge the user details the self-exclusion applies to . they will not do this as its not me.

as I have NEVER self excluded. as I keep saying .

Dear mdowner8888,

As mentioned there is evidence of many accounts linked to your account by factors such as e-mail address, name, address, and date of birth. One of these accounts has made a request for closure.

Unfortunately, I am unable to directly share evidence supplied to us by the casino.

Should you have any further queries/questions please do not hesitate to e-mail me at adam.m@casino.guru.

Best regards,

Adam