FunbetCasino - Player account has been blocked and deposit refunded.

Hello.

I registered to this casino and there was no problems. I made first deposit of 50euros and I got non sticky firstdeposit bonus 100% so my starting balance was 100e.

I got some nice winnings and when my balance was close to 700euros I decided to make cashout of 600 euros. Shortly after that casino closes my account and says that they are doing some standart account checking. I sended my documents to them because they asked those.

And after that I got this email from them.

Dear Joonas,

We regret to inform you that after reviewing your account your winnings have been voided due to breaching our Terms and Conditions.

Please be informed that your account on Funbet was registered with different details to the one registered on our sister casinos.

The details that do not match are sufficient to surpass the system which is why you were able to register this account. We invite you to read clause no 29.1.5 in our T&Cs.

Considering all the above your account will remain closed, any winnings have been voided, and we will be refunding out the Euro 50 deposit back into your bank account.

I understand if this is not the outcome which you were hoping for and I urge you to seek help from the following organizations.

After this I asked what is that sister casino and then they ansrewed to me and I said yes I have had accounts in those casino but I have closed those accounts my self. And it should not effect my account in funbet casino.

I did not know that funbet casino have sister casinos.

And when I registered to funbet they should have blocked my registeration if it's not legal.

I think this casino is cheating and just makes excuses that players dont get their winnings.

I want my 600e winnings because I think I have done nothing wrong in this case

Dear Joonas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked list of Genesis Global Limited (casino owner) brands, and this is what I found https://genesis.com.mt/ourbrands/.

Could you please advise if you have closed any accounts, or requested a self-exclusion in the past from any of those, abovementioned casinos? If yes, could you please forward any relevant communication 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

I can remember that I have closed account in casino cruise, casino planet, casoola, kassu and spinit

Could you please specify the reasons why you’ve closed those accounts?

Usually the reason is that I just don't want to play at those casinos and sometimes I want to take full break from gambling so that can be reason also. Then I might have said to the casino that I have gambling problem because then I can't reopen my account. But really I don't have gambling problem

Dear Joonas,

I’m very sorry but we are not able to help you with your problem. If you have requested your accounts to be closed due to gambling problem, this process is irreversible and permanent. Casinos take these requests very seriously and even if you didn’t mean it, it doesn’t change anything. There is no way of recognizing genuine requests from the trivial ones hence, all of them are considered to be equal. I understand that it would be preferable if your account has been recognized before accumulating any winnings, unfortunately, this is not always possible.

Let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

After a closer examination, we ended up rejecting this complaint as unjustified. Please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.