So I was allowed to make multiple deposits over a couple of weeks. Totalling ￡620. I managed to get my balance upto 1137. I then went to withdraw 200. And it then asked for verification..which I sent..a citizenship card. Birth certificate, bank statememts bank card etc. And they said they would get back to me in 24hrs. I then had a phone call from a private number which my partner answered as I don't like answering private numbers. They refused to say who they was or what it was about and put the phone down. I then get an email saying they will return the net deposit of 620 as they think the account is a fake. Yet this is after they have pictures of my bank card with my name on and the bank statement also shows their company on as the deposit. I also offered them the chance to ring me back that same evening and do a call or video call now I knew who was calling off a withheld number. But they wouldn't.. I then get told my email has a different characters in to my own name and that they found that very suspicious and was freezing my account. As far as I was aware an email address can contain whatever names I want it to contain not what they decide. Also why did they let me sign up and deposit the initial 210 and the email address never bothered them at that point. I would also to point out that every deposit had to be approved by me going on my banking app to approve it. And they know this. Also even though the said the account is suspicious they refunded the ￡620 to the same card used to deposit and also continued to communicate with me the whole time on email, the same email address they said was a fake and told me how much would be refunded, when, and everything else. I have all the emails and all the pictures etc as proof. I am still owed ￡697.81. It also says my withdrawal was approved and the net deposit was 420..... which makes no sense. Even though it's the same amount surly it wouldn't say withdrawal approved and net deposit 420. I have pictures of this as well and in writing of an agent on live chat. Both have different reference numbers too. Please can you help me.get my money that's rightfully mine off them please. Many thanks

Dear Gracey84,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Fafabet Casino UK. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Have any of the documents that you provided for verification been approved before your account got suspended?  
• Did you accumulate your winnings with or without an active bonus?  

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.  

Best regards,

Natalia