Fun88 Casino - Player’s struggling to complete account verification.

I just encountered an unfortunate thing in FUN88. I'm Vietnamese. I played Slot on the website of Fun88, and I won more than 1,000 dollars. Fun88 Unexpectedly Blocked My Account And Did Not Withdraw Money From Me. They Also Asked Me To Do KYC Authentication. Why I Still Don't Understand This Authentication?Is this KYC certification? I Agreed To Cancel My Account and cancel my won money. I Think Their Behavior Should Be Fraudulent. Players Lose Money. Collect, players win money and they block their accounts. If every online casino is like them, who dares to participate in CASINO ONLINE?

NOTE : The evidence I provided is Vietnamese, and the picture translation app can help to check the content

Dear johnnyfong83014,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Do I understand correctly that your account got blocked meanwhile?

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

I've been playing with them for two years (I can't remember exactly how long) Every day, when you Deposit meets their requirements, you can take a kind of Prizes. In that day, I just take 18FS (when I deposit =>1,500,000 VND). And I won 1000USD or 2000USD or even 3000USD It is not uncommon for me. In the future, they just delay payment and told me that the bank system was faulty. There is never a need for verification, because they have a stipulation that The name I registered in their FUN88 must be the same as my withdrawal name, If it is different, they will temporarily freeze my account for investigation. I am more at relief for this rule. 

I can only think about my situation at the moment, The managers of FUN88 also manage the Happy Luke Casino (I feel that form their the same service). About half a month ago, I played SLOT on Happy Luke and won 3800USD from them. At that time, my withdrawal application passed, and no identity verification was required, but after the FUN88 incident, I discovered Happy Luke had sent me an EMAIL asking me to provide some information for them to verify my identity. If I don't provide them, they will no longer accept me, but my account in Happy Luke is not blocked? Instead, I playey Slot and won in FUN88, when I make a withdrawal request, they asked me provide some information for them to verify my identity. I did everything according to their wishes. I gave them the my information, after 03 days , but my account was blocked and the money was not returned to me. Do they think I am a Vietnamese, and Vietnam is a country that has not yet developed economy and technology, so do you deceive as much as you want? There is no professional ethics at all. 

Thank you very much, johnnyfong83014, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. 

Hi johnnyfong83014,

I've just reviewed your case and fully understand your concerns. I'm sorry that you have to deal with such an issue but I'll try my best to help you by contacting the casino.

Dear Fun88 Casino, I'd like to invite you to join this conversation and take a part in the resolution of the player's complaint. Could you please provide more information from your side regarding the case? Are there any reasons for the player's account to be blocked? Have there been any documents missing for the verification?

Hope to hear from you soon!

Regards,

Natalia

Dear Natalia,

I'm very sorry, a lot has happened in my company recently, so I didn't reply you right away.

I have been their customer for two years, the verification problem cannot be present now, and it is even more unlikely that you have insufficient verification information.

They only replied to me: they thought for a long time before giving me this case. So they knew me and confirmed my identity, but they didn't agree to withdraw my money.

Johnny

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’.

Hi johnnyfong83014,

Since we've got no reply from the casino, I'm forced to close your complaint as "unresolved". I'm sorry I couldn't be of more help but at least the rating of the casino will be negatively affected and other players will be able to read about your negative experience.

I hope you won't come across such an issue again.

Best regards,

Natalia