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Dear Casino Guru,

I need help to get my winnings from this casino. I played the first welcome bonus and won 3288€. After winning the amount they asked me to do KYC and I did that. I had the first 500€ withdrawal pending and next time I went to check is the withdrawal still pending they had cancelled the withdrawal and removed the whole 3288€. Then I went to chat and they didn’t tell me any reason. Said something like collusion etc and refused to tell me the reason for that, they just said it is final decision and nothing can’t be done. I have read the terms and I have not violated any of the terms.

The deposit for the first welcome bonus was 510€ and it was made 26.11.2025.

Can you help me with this?

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while your bonus was active?
• Have you passed the full KYC verification?

Please forward to me the communication between you and the casino's customer support regarding why your balance was confiscated at veronika.f@casino.guru.

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

Hi,

The bonus I played was highroller welcome bonus. I link the picture. I played slot game bill&coin 2 Mummy Mischief. Yes, I have passed the KYC verifocation.

Dear Spinthewheel

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you Spinthewheel for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask FanoBet Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Dear Peter,

Thank you for giving us the opportunity to clarify this case.

After a thorough internal investigation, the player’s account activity was flagged by our anti-fraud system for fraudulent behavior, which constitutes a direct violation of our Terms and Conditions, specifically section 9.3 – Fraudulent activity.

Our security and anti-fraud tools identified multiple high-risk indicators associated with this account, including but not limited to:

1.) Use of VPN / proxy services, which masked or manipulated the player’s real location

2.) Suspicious browser and device fingerprints (including SEON risk indicators)

3.) Matching technical parameters (audio hash, canvas hash, device fingerprint) with another account previously detected for similar activity

4.) Logins from different operating systems and devices, combined with IP addresses marked as VPN-related

These factors, taken together, clearly indicate unauthorized and dishonest use of the platform, which is strictly prohibited.

As stated in our Terms and Conditions, clause 9.3 – Fraudulent activity:

 "Once FanoBet noticed a fraudulent, unlawful, dishonest or improper activity (including using the VPN, proxy or similar service that masks or manipulates the identification of your real location…), FanoBet is eligible to forfeit all account balances without prior notification."

Based on this clause, the player’s balance was confiscated in accordance with the rules accepted during registration.

The decision was made following a fair and evidence-based investigation, using professional anti-fraud tools.

Therefore, we believe the confiscation of winnings was fully justified and compliant with our Terms and Conditions.

Please note that the technical data and internal anti-fraud reports confirming these violations contain confidential and security-sensitive information. For this reason, such details cannot be disclosed publicly. However, we are fully prepared to provide all relevant evidence directly and privately to the Casino Guru complaint manager handling this case, should further verification be required.

Kind regards,

FanoBet Team

Hello Spinthewheel,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the update FanoBet Casino representative. Would it be possible to provide me with the aforementioned evidence? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

We kindly ask you to check the personal email address peter.c@casino.guru.

We have provided a detailed response to the personal email address of Peter , as it contains confidential technical and antifraud-related information. For security and data protection reasons, we prefer to avoid sharing such sensitive details publicly. We remain fully open to further cooperation via private communication channels.

Best regards,

FanoBet Team.

Thank you for providing me with the evidence FanoBet Casino representative.

Dear Spinthewheel, the evidence the casino provided identified clear indicators of coordinated activity and affiliate-related abuse connected to your account. Specifically, the review shows behavior consistent with the use of multiple accounts, shared control, and the involvement of third parties. As outlined in our Terms and Conditions, each individual is permitted to register and operate only one personal account. All activity on that account must be conducted solely by the registered account holder, using their own personal funds and payment methods.

In light of this, we are forced to reject your complaint. Thank you for your understanding.

Kind regards,

Peter