The player from Malta found his account closed without prior notification, despite having verified his identity during registration. He sought clarification on the closure and wished to retrieve his funds of approximately 150 euros. The Complaints Team reviewed the situation but determined that there was insufficient insight to address issues specifically related to sports betting. Consequently, the complaint was rejected due to the nature of the issue and the team's focus on online casino-related complaints.
FuturePlay Casino - Player’s account has been closed unexpectedly.
Amount: €150
FuturePlay Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.9
FuturePlay Casino has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
Public
Public
1 month ago
Hi Team.
Today out of nowhere I tried to log in to my account with more or less 150 euros on it just to find out it has been closed without even the decency to inform me by email.
I was quite new on their website so for me this is incredible strange.
Please help me in understand and at least get my money back.
Cheers.
N>B... I was verified as I provided POI and POA upon registration
Thanks
Public
Public
1 month ago
Dear funesto2994,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please let me know how long you’ve been playing at this casino?
How many deposits have you made?
What types of games were you playing — slots, live casino games, or sports betting?
Did you earn your most recent winnings with or without a bonus?
And lastly, did you try reaching out to customer support after discovering that your account had been blocked?
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
Public
Public
1 month ago
Hi Veronika.
Thanks for the replies, below my answers :
Could you please let me know how long you’ve been playing at this casino? From October 2024, a month more or less.
How many deposits have you made? Not really sure, but between 5 to 8 ( more or less)
What types of games were you playing — slots, live casino games, or sports betting? Sport betting
Did you earn your most recent winnings with or without a bonus? I deposited a total of 400 euros more or less, I had in my balance 130-150 euros and my last winnings were with a free bet ( if I remember good)
And lastly, did you try reaching out to customer support after discovering that your account had been blocked?
I did but except that it was a business decision, I did not get many infos.
Regards.
Giuseppe
Public
Public
1 month ago
Thank you for the update.
As you might know, our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. Therefore, I will be forced to reject your complaint.
Thank you very much for your understanding.
Best regards
Veronika
