Funbet Casino - Player’s account has unresolved issues and has been ignored.

3 issues:

alleged 3 days to process withdrawal. After 3 days it said there was a problem with my bank and couldn’t be transferred and I should try another method. Tried another method. Same problem. Then suddenly all money in my account completely gone.

have repeatedly asked them to remove me from text marketing, both on live chat and email. Each time live chat says they have removed me, each time I then get more texts. Email support have simply stopped replying.

I have asked for my account to be closed repeatedly. Been ignored.

I have a gambling addiction and this is really not helping me.

Dear Mrsramsay79,

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.

• Have you received any explanation regarding the confiscated winnings?
• Did you accumulate your winnings with or without an active bonus?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@funbet.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Do I understand correctly that you still have access to your casino account? Have you tried sending the self-exôusion request via email as suggested here?

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

Best regards,

Kristina

Thank you.

im afraid I don’t have all of the records of the conversations on live chat about the issues. I used my own fund, not active bonus, to play slots.

To be honest, the key thing is stop the marketing and close the account. I’ve already written off the alleged winnings after reading all of the Trustpilot reviews.

re marketing texts - I contacted their customer service last night at 20.13pm to say I wanted them to stop (I’ve done this so many times but thought try again as they’d text me that afternoon). They replied to say ‘I took you off the mailing list’. By 21.13pm I’d received another marketing text.

re closing account - I emailed them on 25 February to do this. I followed up on 1 March and 14 March. Didn’t receive any reply. Emailed again yesterday to close the account and received an email asking if I wanted to keep it open with a bonus funds to play with.

Just at the end of my tether! Thank you for helping.

Thank you very much for your reply, Mrsramsay79. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Mrsramsay79,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.