The player from India had claimed that Fun88 had blocked his account after he had won a significant amount, which doubled his initial deposit. He had stated that his winnings were accumulated through real money, not bonuses, and he had been playing games like Lightning Roulette, Monopoly, and Crazy Time since the beginning of December 2023. The casino had mentioned a violation of terms and conditions but didn't provide further explanation and had shut down the support chat. Despite our efforts to mediate, the casino had not responded to our inquiries. Consequently, we had marked the complaint as 'unresolved', which could have negatively impacted the casino's rating. We were unable to verify the casino's license from e-gambling Montenegro due to their lack of cooperation.
Fun88 Casino IN - Player's account blocked after winning.
Black points: 40
Amount: 3,000 INR
Fun88 Casino IN
Safety Index:Above averageNo reaction policy, passive regulator
UNRESOLVED
Case summary
I am playing in Fun88 for very long time but when I won double of my deposited amount, they blocked my account and saying that you have breached terms and conditions. When i requested them to please give a exact proper reason they closed my support chat. I'm totally confused that why Fun88 working if they blocks user account after winning amount but didn't compensate on loosing users money.
My username:- anoop55
Dear anoopkumar10900,
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 advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
I am constantly playing from the starting of December 2023 and last week my account blocked. No verification were asked by casino site till now.
Which games you’ve been playing (live casino games, slots, or sports betting)?
Lightning roulette, monopoly, crazy time etc.
Were your winnings accumulated with or without an active bonus, please?
The available balance is real money excluding all types of bonuses.
Thank you very much, anoopkumar10900, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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, anoopkumar10900!
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!
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.
anoopkumar10900,
As there has still been no response from the casino, we have no option but to close this complaint as 'unresolved'.
The casino states that it has a license from e-gambling Montenegro but we have been unable to verify this. I’m afraid there is nothing that can be done without cooperation from the casino.
I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may help to change the casino's approach.
Unfortunately, I am not able to provide a letter as you have requested, although this complaint will remain in the casino's review as long as it remains unresolved.
I am sorry I could not be of more help on this occasion.
Best regards,
Pavel
