Funbet Casino - Player’s withdrawal request is delayed.

Enough! Been more than a month now that I'm trying to get my money of of that site - to no avail! Avoid at ALL costs. Two withdrawals frozen and cant request more (which doesnt even align with their ToS)

They won't verify my account because they want proof of ownership of my crypto wallet showing FULL NAME, BIRTHDAY DATE, ADDRESS, PHONE NR, WALLET NR (?!), EMAIL. Well too bad a normal anonymous LEDGER crypto wallet does not provide any of that. I sent them all transactions from March (the month I deposited) and all deposits but me having that apparently is not enough! Support is useless. They tell me to use a different browser? AI Bots!! My VIP manager (that used to even call me on phone) does not reply anymore. I offered them a selfie with my wallet open in the back, they dont care. Yes they surely don't know how crypto works as a crypto casino. This is the most BS reason to not pay anyone. Should be shut down NEVER play here!!!!!!!

Dear legende1337,

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

To better understand your situation and assist you more effectively, could you please provide answers to the following questions:

• Have you been offered any alternative method to verify your crypto wallet, for example, a video?
• Have you attempted to contact customer support directly, and if yes, what was their response regarding this issue? If you have any communication, please forward it to me at [email protected].
• Can you specify what documents you have already submitted for the account verification process? Have all your other documents been approved and verified?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello!

No, I have not been offered any alternative by either my VIP manager nor the useless support staff (bots). The financial department cannot be contacted directly, they just drop their line of text after rejecting my documents as seen in a screenshot provided initially. I even uploaded a pdf with text explaining them the issue to somehow get in contact with them but they just ignore it. Problem is also that communication is scarce, my vip manager replies once a week MAX (used to be daily when it wasn't about withdrawing funds). I will send you the WhatsApp communication with my VIP manager via mail. He told me "the verification team still has the opinion I shall provide a screenshot showing a WALLET NUMER (?!) as well as more information to wallet ownership" and asked if I had a Binance account. That was the most recent reply and it was like spitting in my face because I explained everything (that I had a ledger wallet, anonymous, etc.) like tons of times already and they just pretend to be dumb and ask for stuff I can not possibly provide. And replies are so SLOW it's insane, so much timewaste. Support online are completely useless literally telling me to use a different browser I think they are bad AI bots. I've been trying to make this work with them in any way shape or form possible believe me!

Docs I have submitted for KYC were front and back of my ID, a bank statement for address verification (even though Ive only deposited using crypto) as well as a selfie with the site in the background - all provided and accepted. The hurdle I could not get over was proof of crypto wallet ownership. Which is insane given they are a crypto casino - I'd guess 90%+ deposit using crypto there and I'm not the only one not using Binance! This is 100% a scheme to mess with players that win money! (They limited my account that's why I wanted to withdraw in first place). I've sent them screenshots directly from inside the wallet app. showing all transactions from march, all deposits on their own, told them I could provide a selfie with the wallet in the background - all to no avail.............

This is unacceptable behaviour, they show 0 interest in figuring this out even tho it's 100% their fault!!! Scammers!

did you receive my mail

"This is a system-generated message to inform you that your email could not

be delivered to one or more recipients. Details of the email and the error are as follows:

<[email protected]>: server unavailable or unable to receive mail"

As of today I have been fully paid and my VIP manager apologized. However I can not recommend the casino as for all the hoops I had to jump through. Furthermore the timing strongly indicates that they only get going when one is willing to go the extra mile and damage their reputation by exposing them. If it was a genuine mistake by the finance department (however that could possibly happen) the way I was ghosted and the weeks it took to get any answer let alone a fruitful one is just a massive NO-GO. However I've now been paid so for me the issue is resolved. Still better to avoid this place.

Dear legende1337,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru