Funbet Casino - O levantamento dos prémios dos jogadores está atrasado.

Hi,

I have been using Funbet casino since early 2025 and have made thousands of pounds worth of deposits. I won sometimes and lost. I was able to withdraw £1,000 to my bank account in August 2025. Last week was crazy and my current account balance is £300,406. I was able to withdraw £1,000 on 27th January 2026 and made further withdrawal requests on Wednesday 28th January 2026. They then blocked withdrawals on this date and asked for versification documentation which I supplied on the Wednesday 28th Jan. since then I have received no update from the compliance team and I resent the verification documents on 2nd February 2026 by email to the support team and VIP manager. I still have received no update. It seems they are trying to withhold payment of my balance.

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.

Dear Liverpool80,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you for the advice Karla. It’s just such a significant balance but I will do as you advise and wait the duration you recommended.

Shan

What do I do if verification has not been approved by next Wednesday which is two weeks..Will you intervene?

Dear Liverpool80,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Liverpool80, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Hi Kayla

Here are answers to your queries below;

1. I made a total withdrawal on £1,000 in August 2025 and a withdrawal of £1,000 27th January 2026 before I was asked for verification.
2. The KYC verification has been ongoing since Wednesday 28th January 2026 even though all information has been provided by email and uploaded onto the website. I am certain I have been successfully verified in the past.
3. I accumulated the winnings without an active bonus.
4. I made the winnings playing baccarat on live casino games.
5. i will send the correspondence to your email.

Kind regards

To update you, on 17th February they updated the verification portal on the website and asked for proof of address of my old address before I moved to my new address. So I uploaded and provided them with certified copies of bank statements proving both previous and new addresses. Also, they wanted a copy of my debit card ending 7722 showing first six digits and last four digits of card number. This card was lost in August 2025 and I only have images of it showing first four digits and last four digits which I provided. You can make out digits five and six from the image but they have lines going through them. Nevertheless, I asked my bank for proof that I owned card ending 7722 and they provided me with a statement that showed debit card transactions with that card ending 7722 with reference ‘7722’. It even showed transactions with Funbet Casino when I deposited money in August 2025. I clearly marked these transactions and provided a certified copy of the statement and uploaded onto the portal as proof of card ownership.

Dear Liverpool80, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Hi Karla

Please see answers below to your questions;

1. I requested the withdrawal on 27th January 2026.
2. The last successful withdrawal of £1,000 took one day to be approved and processed into my bank account.
3. I chose to withdraw funds into my Revolut bank account. The same method as previous times.
4. The current status of the withdrawal request is that it is pending and all further withdrawal requests are blocked. Please see screenshot below. I have also attached screenshots of all successful withdrawals in the past. The withdrawal has been pending since 27th January 2026. I am still waiting for verification to be approved. It has already been 23 days for this.

Kind regards

Dear Liverpool80,

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, Romi, romana.r@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,

Karla Mayfly

Please keep these screenshots private but the amount in dispute is now +£1m.

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Funbet Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Dear Liverpool80,

Thank you for reaching out to us.

We are writing to confirm that the documents you submitted have been successfully received and forwarded to the appropriate department for further review. Our team is currently assessing the information provided.

Please rest assured that we are working to complete the review as quickly as possible. Once the evaluation is finalized, we will contact you promptly with the outcome or any further steps that may be required.

We sincerely appreciate your patience, cooperation, and understanding during this process.

Yours sincerely,

FunBet Team.

Dear Funbet Casino,

Please explain the situation, as the player has provided the information above.

Thank you.

Respectfully,

Romi

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Liverpool80,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi

Hello all.

We have reopened this case due to the fact that the player has used the dedicated button by mistake and the complaint has not been resolved yet.

Dear Funbet Casino,

Could you please tell us any updates?

Thank you in advance.

Respectfully,

Romi

Dear Liverpool80,

Thank you for your patience.

After carefully reviewing your account, we want to inform you that no further documents are needed at the moment. We can also confirm that the previous withdrawals you contacted us about have been successfully completed on our end. Please note that, depending on your bank or payment provider's processing times, it may take additional time for the amount to reflect in your account.

We also noticed a recent withdrawal request, we would like to take this opportunity to remind you of the estimated processing time is approximately 3 business days, starting the day after your initial submission. Please note that weekends are not business days.

We hope this helps clarify the matter for you.

Best regards,

FunBet Team.

Hi Romi

please can you keep the disputed amount undisclosed as this was not the final figure

Thank you,

Funbet Casino, for this update.

Dear user,

Please write your request to my email address, romana.r@casino.guru, with all the details.

Also, please confirm if the casino is paying your withdrawals as they say.

Thank you.

Best regards,

Romi

Dear Liverpool80,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Romi
Casino.Guru