Funti Casino - Player's deposit is missing.

Hallo,

ich habe am 06. Mai 2024 in dem Casino "Funti.io" 500€ per sofortüberweisung (Voucher) eingezahlt. Leider Wurde das Geld dem Casino nicht gutgeschrieben. Es gab auch keine Rücküberweisung auf mein Konto.

Das Casino ist nicht zu erreichen. Keine Antwort auf Emails. Ein Live-Chat ist nicht verfügbar.

Ich hoffe sie können mir weiterhelfen.

Viele Grüße Neptun07

Dear Neptun07,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hallo, ich habe früher schon einmal 400€ per Kreditkarte eingezahlt. Diese Zahlung hat funktioniert.

Meine Hausbank kann keinen Fehler erkennen.

Hi Neptun07,

I regret to learn that your deposited funds have not yet been credited to your casino account. Before we reach out to the casino on your behalf, could you please send us your bank statement from the date of the deposit until today? This will serve as evidence that the funds left your account and were not refunded. My email address is petronela.k@casino.guru.

Thank you.

Hallo,

die Dateien habe ich an ihre Emailadresse versendet.

Viele Grüße

neptun07

Thank you very much, Neptun07, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Neptun07,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Funti Casino to join the conversation.

Dear Funti Casino,

Could you kindly provide us with an explanation as to why the player's deposit did not show up in their casino account?

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.

Dear Neptun07,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao eGaming ("CEG") Authority (Curaçao eGaming (curacao-egaming.com)) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru

Dear All,

We have received the following email from the player:

Hello

There is good news. The complaint on Curaçao eGaming ("CEG") was successful. Casino funti.io transferred my deposit back to me.

Thank you very much for your support.

VG

Martin

With this information in mind, we will now close the complaint as resolved.

Dear Neptun07,

We appreciate the update. Should you face any difficulties with this or any other casino moving forward, please don't hesitate to reach out to us once more, and we will do our best to assist you.

Best regards,

Michal

Casino Guru