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My casino account was closed after a withdrawal request. I viestitellyt with the casino's customer service personnel as early as 6 months. They always ask to wait and do not justify closing the account in any way, but I do not think it should take that long to sort out such a matter.

Kasinotilini suljettiin kotiutuspyynnön jälkeen. Olen viestitellyt kasinon asiakaspalvelijoiden kanssa jo 6kk. Aina pyytävät odottamaan, eivätkä perustele tilin sulkua mitenkään, mutta mielestäni tälläisen asian selvittämiseen ei pitäisi kulua noin pitkää aikaa.

Dear Anssi

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. Was your account fully verified previously? Could you please advise if you accumulated your winnings with or without an active bonus and clarify if you’ve received any withdrawals in the past? Do I understand correctly that your account has been blocked six months ago?

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

Yes, my account was blocked six months ago. I sent all the necessary documents to the casino and they confirmed my account. I won with a non-sticky bonus on the raw portion, canceled the bonus and placed a withdrawal request, after which my account was closed. I have not received withdrawals from that casino before.

Kyllä tilini estettiin kuusi kuukautta sitten. Lähetin kasinolle kaikki tarvittavat dokumentit ja he vahvistivat tilini. Sain voiton non-sticky bonuksen kanssa raakaosuudella, peruutin bonuksen ja laitoin nostopyynnön, jonka jälkeen tilini suljettiin. En ole ennen saanut kotiutuksia perille kyseiseltä kasinolta.

Thank you very much, Anssi, for your reply. Could you please clarify what you meant by: "I won with a non-sticky bonus on the raw portion, canceled the bonus and placed a withdrawal request".

Have you canceled the bonus or completed the wagering requirements?

I canceled the bonus before withdrawing

Peruutin bonuksen ennen kotiuttamista

Have you completed bonus wagering requirements?

I didn’t offend any bonus terms, it was a non-sticky bonus that I canceled before the withdrawal

En tehnyt mitään bonusehtoja loukkaavaa, kyseessä oli non-sticky bonus, jonka peruin ennen kotiutusta

If you have cancelled your bonus before completing wagering requirements then not only your bonus would be voided but accumulated winnings too.

I didn’t drop for bonus funds. I took home my share of the money.

En tippunut bonusvaroillle. Kotiutin oman rahan osuudella.

I'm sorry, but I'm afraid I didn't understand your last reply. Could you please elaborate?

I didn't reach my bonus funds. I was on the raw part of the non-sticky bonus and cancelled the bonus part before making a withdrawal. I didn't break any bonus terms and i asked and made sure with the customer service if this was the case why my account was cancelled. Customer service said even theyre not sure why my account was frozen.

I fully understand your point of view. I'm just implying that casinos consider real and bonus money to be one package from the point a promotional offer has been activated and by cancelling the offer, all the winnings are usually ceased. Could you please advise if you have communicated a possibility to opting out from bonus offers or cancelling the active promotion beforehand? Thank you very much in advance for your reply. 

Do you undestand what non-sticky bonus means? If i don't reach the bonus part, the bonus can be cancelled and the winnings can be withdrawn from the casino. And i didn't reach the bonus part. After i made wihdrawal request my account was instantly closed and i sent all the necessary documents. I asked for the reason why my account was closed but the customer service and other departments didn't know the reason. Even after 6-7 months.

Yes, I do understand what a non-sticky bonus means. Regrettably, your definition is incorrect.

"A Non Sticky Casino Bonus is a cashable bonus that a player can convert into cash once they have met all the bonus requirements. A player usually receives the bonus upon signing up and making their first deposit. A typical Non Sticky Bonus ranges from 50% – 100% of the deposit."

"To put it another way, a sticky bonus is added to your bankroll, usually when you make a deposit, and when you're done gambling and want to cash out, the sticky bonus is deducted from your balance. ... On a cashable deposit bonus, you can cash out any money from the bonus"

But i made sure that i didn't break any rules. Nobody knows what is the reason for closing my account. Even the customer support or the relevant team doesn't. The point is that my account was closed for no reason and my mnoey was left inside my account and nobody knows why.

Thank you very much, Anssi, for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Anssi,

I looked at your complaint and will do my best to help you. I would like to invite Funbet Casino into this conversation. Casino, can you please specify why did you block the player’s account?

We would like to ask the Funbet 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comment from the Casino:

"Dear Anssi,

We would like to inform that we have refunded your deposit back to your bank account on the 27/08/2021.

The funds should reach your account within 3 to 5 working days depending on the speed of your bank.

We kindly ask you to refer to our Term's and Conditions especially clause 12.1.1. And also our Welcome Offer Terms and conditions: https://www.funbet.com/promotions/promo/casinowelcomeoffer/

Should you have any further queries, please do not hesitate to contact us back.

Kind regards,

Funbet Team"

Dear Anssi,

let me know when you'll receive your money, please.

Dear Anssi,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

The amount i received was 70€, i had 100€ there. This casino is a joke.

Dear Casino,

why did you pay only €70?

Dear Anssi,

The amount that was returned was the amount of your deposit for Eur 70.00

Kindly note that the winnings of Eur 100.00 have been voided due to a Breach in our Term's and Conditions.

We kindly ask you to refer to our Term's and Conditions especially clause 12.1.1. And also our Welcome Offer Terms and conditions: https://www.funbet.com/promotions/promo/casinowelcomeoffer/

Should you have any further queries, please do not hesitate to contact us back.

Kind Regards,

Funbet Team

Funbet, no one even knew what rule I had broken. The cause did not even survive more than a year after the investigation. Miracle hustle and bustle. Others have had similar experiences and we have warned others not to play on your site because there can be blocked accounts without saying anything.

Funbet, kukaan ei edes tiennyt mitä sääntöä olin rikkonut. Syytä ei edes selvinnyt yli vuoden selvityksen jälkeen. Ihme touhua. Samanlaisia kokemuksia on ollut muillakin ja olemmekin varoittaneet muita pelaamasta sivuillanne, koska siellä voidaan estää tilit kertomatta mitään.

Dear Casino,

can you please specify what exactly did he breach? Send me the evidence to my email: viliam.v@casino.guru

Dear Viliam,

We have requested this information from the department and as soon as we have the information, we will send it to you via email.

Kind Regards,

Funbet Team

Dear Viliam,

We have followed up with the relevant team and still waiting for the requested details. As soon as we have any information, we will contact you immediately.

Kind regards,

Funbet Team.

We would like to ask the Funbet 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’.

I apologize, but since we haven’t received any evidence from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Malta gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case last chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Anssi,

I've received evidence that Casino has paid the rest of your winnings (€30.17). Please, inform me when you'll receive it.

I have received the money.

Dear Anssi,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru