The player from the United Kingdom had faced an issue with Fun Casino, where his withdrawal of £611 in sports betting winnings had been declined. The casino had claimed that the player had used a VPN, breaching their rules. The player had denied using a VPN and questioned the casino's motives, arguing that using a VPN would not have given him any advantage. We had suggested the player to open a dispute with the casino and contact eCogra, a regulatory body for online gaming. The complaint had been left open while waiting for a response from eCogra. However, the complaint was later reopened and rejected when the player informed us that the regulator had sided with the casino. We had acknowledged our lack of expertise in sports betting and expressed regret at not being able to assist further.
Fun Casino - Player's winnings delayed due to suspected VPN use.
Amount: £611
Fun Casino
Safety Index:HighOther
REJECTED
Case summary
After betting and winning 611 pounds in the sportsbook of this casino, they declined my withdrawal as they claimed I have been using Vpn and this is a breach of their rules
Im fully Kyced and live in London.
Hello nlekka18,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Fun Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Did you ever use VPN to access the casino website? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Hello
Fully verified since the beginning and I have never used any bonus.
After few winning bets at the sportsbook, I decided to withdraw my money and Fun Casino refused to pay my winnings.
I have never used Vpn as there is no reason for it and I dont gain any advantage by using it.
Attached is the last communication with them.
Hello nlekka18,
As the casino can instantly check any login you made and show the geo location, the complaint will be now forwarded to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on and will request a proof of the casino's claim.
Wish you best luck resolving it.
Regards,
Nick
Hello, nlekka18!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
nlekka18, have you tried to open a dispute through this e-mail: complaints@funcasino.com?
Hello
No I havent done that.
Just out of curiosity, if you have vpn on for other reasons and you log in to your betting account to make a bet, then what happens?All your bets are gone?Does this applies for losing players as well?
Thank you
So, please, try to complain to the abovementioned e-mail.
Regarding VPN usage, different casinos have different rules about it, but as far as players do not change their location with the purpose of any kind of abuse (multiple accounts, territory restriction breach) we do not consider it unfair and do not approve confiscation of any funds.
I have already started the process through their email but I think its fair for the casino to reply here and for other players to know if they wanna deposit and bet in companies that they can confiscate your winnings just because you had a Vpn open, which it can be for multiple reasons (ex Web security.)
If they spotted a Vpn log in by their system, why they kept allowing me to bet and decided its a problem only when I wanted to withdraw?
Im fully Kyced,I have just one account, live in London where is not restricted to bet in Fun casino and I have never used any bonus. What exactly is my advantage by using Vpn?
Thank you
We usually have no response to the question about what advantage does VPN usage grant, unless it is connected to concealing player's true identity.
Please, let us know as soon as you will receive any response from the casino regarding your issue. I will leave the complaint opened for now.
Hello
I have attached the last communication with the casino and have contacted ECogra for the matter.
Thank you for your help
nlekka18, can you, please, resend me the e-mail that you have sent to eCogra or provide me with a response from them? We need that so we can safely close this complaint with the "Waiting for the regulator" status.
My e-mail is pavel.k@casino.guru.
nlekka18, thank you!
Now, I will close this complaint as unresolved, as I mentioned previously. I would like to ask you to contact me through my e-mail when you will receive the verdict from the eCogra: pavel.k@casino.guru.
I wish you well!
Respectfully,
Pavel K
Casino Guru Team
We have decided to reopen and reject this complaint as we have received information from the player that the regulator has taken the casino's side. Usually, we do not approve such decisions, when we think that the player did not receive any advantage from the VPN usage. However, in that case, the player has made sports bets. Given that even if we would be provided the information from the sportsbook provider, we could not have made any judgement, because we do not have enough experience with sports betting.
nlekka18, I am sorry I could not be more of help.
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