The player from Germany had attempted to deposit money at Funbet but encountered an error and decided to use a bank transfer instead. However, unauthorized transactions totaling 945€ were charged to his credit card. The casino had promised a refund, but it had not been processed yet. The Complaints Team made multiple attempts to contact the casino for clarification and resolution but received no cooperation. Consequently, the complaint was closed as 'unresolved,' which may have impacted the casino's rating. The player was informed that if the casino responded in the future, the complaint could be reopened. After the reopen of the complaint, Casino Guru has learnt that the player spent their unauthorized deposits which made them unavailable for the refund. On that stage the complaint was rejected.
Funbet Casino - Player faces unauthorized transactions at the casino.
Other
Amount: €945
Funbet Casino
Safety Index:Above averageCase summary
Hello, I registered with the casino Funbet on 19.10.2024.
I verified my credit card and wanted to make deposits, but it didn't work because it showed me an error.
I then decided to make deposits via bank transfer.
However, several transactions totaling 945 € were charged to my credit card by the casino, which I never authorized.
My credit card has two-factor authentication, so I can prove every payment I made with it.
These transactions, totaling 8, were never authorized or made by me.
I have already contacted the casino, and they told me that the money would be refunded.
However, no refund has been made to date.
Please help me recover my money from the casino.
Dear xSerious169,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Funbet Casino.
If you experienced unauthorized transactions, we would recommend contacting your bank or the case credit card issuer if you won't reach resolution instead of our forum. Please understand that we do not have the resources or power to run the investigation in these matters in case the perpetrator is unknown.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please provide proof the casino agreed to a refund and under which circumstances?
- Could you please share the evidence in the form of screenshots here, or send the information to my email at [email protected]?
Thank you very much in advance for your reply.
Best regards,
Tomas
Hello,
In order to contact my credit card provider, they say I have to file a report with the police, which I would like to avoid.
Since the payments were made from/in this casino, I was hoping for your help.
I will send you the statement from the casino, the
I received by email to your email.
Best regards
Thanks for your emails.
- Have you received any update from the casino regarding the refunds since your last email?
- Could you please provide proof of these transactions to me?
- Make sure to show proof where the successful deposits are visible and the unauthorized charges are visible as well.
I apologize for the inconvenience.
My email is [email protected]
Thanks for your email.
You wrote you registered with the casino on the 19th of October 2024 however based on the screenshots from the deposit history you made deposits on or before October 15th.
Also, the deposit transactions seem to belong to the same recipient and appear to sum up to 12 transactions totaling 1535€.
Could you please explain these discrepancies?
Could you please advise how much were the successful credit card deposits on this screenshot worth to your knowledge? 
Thanks for your reply.
I apologize for not replying sooner.
From the evidence you provided, it's not our conclusion the casino agreed to a refund. The comment in their response doesn't necessarily indicate any active participation in the resolution of the problem from our point of view.
If the casino is unaware of the transactions, I would also recommend you contact your bank as soon as possible and report a misuse of your funds.
- If my assumptions are inaccurate and you wish to continue with the complaint, please share screenshots of your deposits as they appear in your transaction history in your casino's profile with me.
- Send the screenshots to my email at [email protected]
Hello,
My casino account is currently blocked.
I have sent you a live chat excerpt via email, which also confirms that they are looking into it and solving the problem.
I was also told by email, which I already sent you, that I would get my money back.
My bank just tells me to file a report with the police.
Otherwise I should clarify it with the casino directly
Thanks for the update.
Has the casino processed the refund already?
Are there any other obstacles from the casino's side for you to receive your money?
Please let me know.
Hello, no, I have not received the money from the casino yet and I am no longer receiving any replies from the casino to my emails
Thank you very much, xSerious169, for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello, xSerious169!
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. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player.
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.
I would like to give a casino one more chance as they have responded to us but have not given more information regarding the case.
Thank you very much. I have also sent the casino my transaction approvals from October 17, 2024 as proof.
I also had my credit card blocked on October 17, 2024 due to these transactions
Hi xSerious169!
I have given your e-mail to the casino, so they should reach out to you in the next couple of days. Please, let me know if you will find any solution!
The casino doesn't have an email address and hasn't contacted me for some time.
But apart from 'we'll look into it', nothing comes of it.
I have received this response from the casino representative:
"Dear xSerious169
Thank you for your patience.
We would kindly ask you for a little bit more clarification regarding the matter , is this transactions that you refer to ever got to your gaming account , are they showing in your gaming account history tab.
We would ask you to send us again on email , your transaction history in which you claim your deposits were taken without your consent .
Kindly specify the dates and time of the transactions which you refer to exactly .
We indeed have email address and you can send it to : [email protected]
Please clarify if they transactions reached your gaming account did you played them down , we can see that you had successful deposits which you had played down without any issue.
We need to understand the situation better in order to help you resolve the issue.
Thank you for your cooperation.
Best Regards
Funbet Team"
I have also sent it to your e-mail.
Hello, I never received this email.
I have replied to your email, what the casino wrote to me and have also provided you with everything necessary again
Could you, please, re-send your response to [email protected] so they can contact you directly by responding to it?
I have forwarded the same email I wrote to you to the casino again, even though I have already provided all this information several times.
I have included you in CC in my reply to the casino
Hello, xSerious169, I have gone over your full communication with the casino as well as all documents and screenshots you have sent. As I understand, on 17.10 there have been 7 successful transactions debited from your Mastercard, which were never credited to your casino account. The same day, you have also made two deposits by bank transfer for which we do not have any documents, but only a screenshot.
Is all stated above right?
Hello, both bank transfers have arrived, that is correct.
I never made any of the charges on my credit card (there were 8 of them), never authorized them, they were never credited, and I never played with them.
These were debited wrongfully and without my confirmation, which I have already proven.
You say that you have proven that transactions were not authorized by you. Could you, please, tell once more, how have you proven it? I see your bank statement where these transactions are successful and, as you say, you have a 2FA set for your credit card payments, so, unless someone has hacked into the bank system or gained access to your 2FA (for which we need to have proof), you are the only person who could make these payments.
The translations are visible on my credit card statement, that's true.
But these 8 credit card transactions are not visible in my transaction approval history.
I have to authorize every transaction I make via my VR Secure GO app and confirm that the payment has been sent.
You can see all transactions I have approved in the transaction history.
However, all 8 transactions that were debited from my account are not visible there.
This means that these transactions were fraudulently debited from my credit card without my consent.
This is only possible if my credit card information is intercepted somewhere.
Because I never made the transactions and never released them, I can prove that I never released these 8 transactions on October 17th.
By the way, as soon as I noticed these transactions, I had my entire credit card blocked by Mastercard!
I would never do this even if I had confirmed the transactions myself.
Thank you very much. According to the Mastercard hotline, these were all unauthorized debits.
I just have one more question: is it possible in any way that you have approved these transactions previously but they have not been processed immediately and instead were processed later, on the 17.10? I know European banks can have some delays in bank transfers, but I am not sure regarding credit card payments. Could you, please, check the VR Secure GO app for approvals for amounts which were debited from your card, but in earlier days?
Hello,
No, that is not possible. Every transaction that is carried out requires direct approval and is then visible in my transaction history in the same second.
Delays do not occur with credit card transactions.
If I were to carry out a transaction on January 21, 2025 at 12:00 p.m., I would have to confirm it directly on January 21, 2025 at 12:00 p.m. This would be immediately visible in my transaction history and one business day later the booking would be visible on my credit card statement.
I have couple more questions and then I will go on and contact the casino to receive their part of the information.
- How do you know that these credit card charges are to the Funbet? Have you made transactions to this payment recipient via your credit card previously?
- Could you be playing in another casino at the same time by any chance and these transactions are deposits there and not to Funbet?
The payments went to Funbet because I suddenly saw them appear in my deposit overview.
I then contacted the casino directly and requested a refund.
I played at a sister casino, Fatpirate, the day before. I also used my credit card there. Maybe my credit card details were stolen?
When I tried to make a deposit with a credit card at Funbet, I got an error message. I then made 2 bank transfers.
Then I suddenly saw the debits from my credit card and also the deposit overview at Funbet and after that I stopped playing in the casino.
Since then my account has also been closed.
xSerious169,
I have just learnt from my manager that we do not deal with cases regarding unauthorized transactions. Mentioned deposits were played away according to the casino's evidence, therefore, you do not have a right for the refund. The only thing that I can suggest to you is going to the bank and asking them to investigate and explain how it was possible for someone to bypass your 2FA and make a transaction from your credit card.
At this stage, I must reject your complaint.
I am sorry I could not be more of help.
