Fun Casino - Player’s winnings were confiscated.

Hello!

Please accept my complaint against Funcasino (L&L Europe Limited, MGA/B2C/211/2011).

I am unable to receive my winnings of 576 Euros - the casino confiscated them.

The casino accused me of using a public proxy server and that I allegedly knew the outcome of the game in advance.

I have communicated with both the support service and the complaints department, I still have not managed to find out what a public proxy server is. I have a permanent contract with an Internet provider, and I used their Internet when playing casino games.

As for knowing the outcome of the game. I do not have the ability to know the future and foresee any events. Otherwise, I would already be very popular in my country and would have found another hobby instead of casino games.

I hope that together we will be able to get a clear explanation from the casino and what confirms their accusations.

In any case, I know my rights and do not intend to back down. The claim was sent to the casino on July 23, it was assigned reference number JFS-RJZCX-495.

Dear Genshin,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you used any VPN or IP-masking software to access the casino website?

Could you please specify which game you played and won?

Have you passed the full KYC verification?

Please forward me all the communication between you and the casino that could be relevant to the investigation of your case at veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello!

Thank you for taking my complaint into consideration.

I did not use any VPN or IP masking software to access the casino site.

I played live casino, baccarat.

I was unable to complete the verification process: after the casino sent a request for verification, the casino blocked my account almost immediately.

To investigate my complaint, I am sending you the correspondence between me and the casino to the email you provided.

Thank you very much, Genshin, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.

Hello Genshin,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Fun Casino to join the conversation.

Dear Fun Casino,

Can you please clarify how the player allegedly violated the rules? How the player supposedly was able to know the outcome of a game? If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru

Hi,

There was at two instances a login performed with an IP address that is marked as an Proxy server. But besides that, this is a matter of card counting. For that we have zero tolerance.

The applicable term applied in regards to the account =

5. The customers confirm that they will not have any knowledge about the outcome of any game on which bets will be placed, and that the customer will not take any measures to influence the outcome of the said game. Any breach of this term will result in the bet being placed being considered fraudulent and will subject the customer to both civil and criminal action as may be necessary. In the case of FunCasino.com suspecting a customer breaking these rules, FunCasino.com will freeze all funds in the customer’s Account, and furthermore, will put any payments or withdrawals on hold. If detected, this can result in account closure and winnings void. Such action shall be without prejudice to L&L Europe Ltd.’s right to pursue other legal measures to recover any outstanding damages or debts due to the company.

Therefore winnings are void, deposited funds are returned so that there is no harm done for the player.

Kr. Jan

Dear Fun Casino,

Please forward the supporting evidence of the above-mentioned to me at michal.k@casino.guru including the player's full game log.

Dear All,

A very interesting and profitable casino situation, isn't it? When the player wins, the casino accuses him of knowing the outcome in advance. If I had lost, would I also have been accused, or does the casino just accept the lost funds as part of the game?

I would like the casino to provide me with direct evidence that I possess psychic abilities and can foresee the future.

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 Genshin,

Just to give you a quick update. I'm in regular contact with the casino team in the background. A discrepancy in your gameplay has indeed been identified by the game provider, which has been categorized as card-counting. This classification falls under the aforementioned rules; however, since card counting is not considered illegal in several countries, including the United States and the United Kingdom, we cannot entirely support the casino's actions if this is the only basis for their decision. I am working towards reaching a consensus with the casino team and will keep you informed of any developments.

Dear Genshin,

Could you kindly verify whether your account has been closed at any other casino due to card counting or involvement in any other "prohibited techniques"?

Hello! I would like to clarify that I have never previously received any accusations of using prohibited strategies in my gaming activities. I believe this is because I simply do not employ any such strategies when playing at the casino.

Dear Genshin,

Thank you for your response. I am still in active communication with the casino team and working towards finding a mutually acceptable resolution to your complaint. I hope to provide you with an update soon.

Hello! I hope that we can resolve my dispute through joint efforts.

Dear Genshin,  

Following a comprehensive discussion and careful evaluation of all relevant information, we have reached the following conclusion:  

While it is true that a discrepancy in your gameplay has been identified by the game provider, which has been classified as card counting, this classification adheres to the previously mentioned regulations. However, given that card counting is not deemed illegal in various countries, including the United States and the United Kingdom, we cannot fully endorse the casino's actions if this is the sole justification for their decision.  

In traditional casinos, when a player is recognized as a card counter, the establishment may opt to refuse service and prohibit the player from returning, yet they are still obligated to pay out any winnings if no other rules have been breached.  

We have published an article on card counting in blackjack, authored by my colleague, a former professional player, which delves into this subject: Card counting in Blackjack – How does it work and can you use it? (casinoguru-en.com).  

As stated in the article: "Card counting is a legitimate method of winning against a casino. However, when a player is discovered practicing it, the casino has the right to stop the game and prohibit the player from future entry."  

I acknowledge that probably all online casinos have regulations against card counting; however, in our commitment to uphold fairness and integrity for both players and casinos, we advocate for the implementation of established best practices from land-based casinos in online settings under these circumstances.  

Despite my efforts to clarify our stance and seek an appropriate resolution with the casino team, they regrettably upheld their original decision. Consequently, we have had to classify this complaint as unresolved, which may adversely impact the casino's rating.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. If you still want to take your complaint further I recommend you contact the casinos designated Alternative Dispute Resolution (ADR) service CasinoReviews.com and submit a complaint to them. The next step would be to file a complaint to the Malta Gaming Authority by using the complaints form found here - Lodge a Complaint - Malta Gaming Authority (mga.org.mt) The ADR and MGA might have more options and tools to help players.

Please let me know how they responded (michal.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru