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I would like to file a complaint against Funbet Casino regarding a serious responsible gambling violation.

In May 2025, I contacted the casino and clearly requested the permanent closure of my account due to gambling issues. The casino confirmed that my account was closed.

However, after some time (march 2026), my account was reactivated without my consent. Additionally, I received a promotional email offering a €50 bonus to gamble.

This should never happen to a player who has requested account closure due to gambling problems. Instead of protecting me, the casino allowed and encouraged me to gamble again.

Because of this unauthorized reactivation and promotional encouragement, I returned to the casino, deposited money, and lost approximately €1300.

The casino is now refusing to provide any refund, stating that I used the funds for betting. However, they completely ignore the fact that:

- I requested account closure due to gambling issues

- My account was confirmed as closed

- My account was later reactivated without my consent

- I received promotional material encouraging me to gamble

This is a clear violation of responsible gambling and self-exclusion policies.

I have full evidence including:

- My self-exclusion request

- Confirmation of account closure

- Promotional email sent after closure

- Deposits and losses after the incident

I kindly request a full refund of the deposits made after my account was reactivated.

Thank you.

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 your complaint. I’m sorry to hear about your negative experience with Funbet Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication? (ads, newsletters)
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your response.

• My account is no longer accessible, as it has now been closed again by the casino after my complaint.

• The last time I was able to deposit was after I received a promotional email offering a €50 bonus. This happened even though my account had previously been closed due to gambling issues. At that point, I was able to access my account again.

• I did not explicitly unsubscribe from marketing communications. However, I had already requested account closure due to gambling issues, and I believe I should not have received any promotional offers after such a request.

• Yes, the casino has already responded to my refund request and refused it. They stated that since I used the funds for betting, they cannot provide a refund. However, they did not address the fact that my account had been closed due to gambling issues and that I later received a promotional bonus encouraging me to gamble.

I would like to emphasize that after clearly requesting account closure due to gambling issues, I was still able to access the account and was encouraged to gamble through promotional communication.

Thank you for your assistance.

Thanks for your reply.

Could you please share the screenshots you shared initially with me, but this time with the sender's email visible? The screenshots will not be shared publicly.

Send this information to my email at tomas@casino.guru

I apologize for the inconvenience.

Hello Tomas,

I have just sent you the requested screenshots via email.

Please let me know if you need anything further.

Thank you.

Dear Shark7,

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, Matej (matej.l@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,

Tomas

Hello Shark7, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Funbet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello Matej,

Thank you for taking over my case.

I would like to clarify that I requested the closure of my account due to gambling issues, and the casino confirmed that my account was closed.

However, after some time, I received a promotional email offering a €50 bonus, and I was able to access my account again. This led me to deposit and lose approximately €1300.

I believe that after requesting account closure due to gambling issues, I should not have received any promotional material or been able to access my account again.

Thank you for your assistance.

Dear Matej,

We apologise for this situation.

We have forwarded your case to the relevant department and will contact you as soon as possible.

Kind Regards,

FunBet

Dear Matej,

Thank you for your patience. We are writing to confirm that we have authorized a refund of 1,300 EUR as a gesture of goodwill for the inconvenience caused.

To process your refund, we kindly ask you to provide the following banking details:

Full Name (including all middle names)

Email Address

Bank Account Holder’s Name

IBAN / Account Number

Bank Name

Bank Location (Country)

SWIFT / BIC Code

Once we receive this information, we will proceed with the payment immediately. Thank you for your cooperation.

Kind regards,

FunBet

Hello,

Thank you for the update. I have sent my bank details to the casino via email.

Kind regards

I would like to thank both sides for finding the resolution this quickly.

Dear Funbet Casino, please let us know once the refund has been processed on your end. Thank you very much.

Dear Shark7,

Thank you for sending the bank details to us.

Kindly be informed we have already forwarded the details to the financial department.

It will be processed as soon as possible.

Kind Regards,

FunBet

Thank you for the update, Funbet Casino, much appreciated. Please let us know once the payment has been processed on your end. Cheers.

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 Shark7, as it has been 2 weeks since the casino confirmed the banking details reception, I would like to ask whether you have received the refund yet?

Good evening,

I would like to inform you that I have received the money.

I just checked my bank account.

Thank you for your help.

Dear Shark7,

I am very happy to hear that your issue has been resolved, and would like to thank Funbet Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru