Hi!

Casino was accepted it and they said that my withdrawal was complete on their side. 

That was my first time withdrawing from this casino by bank transfer, as before that and even one time after that I withdraw my winnings by using card payment, and it always works fine and fast but that wasn’t big sums like this one. 

They confirmed that withdrawal on Sunday 23.02 by email and since then I haven’t received it on my bank account and no one responded to my many requests for tracking details or anything about what happened.

8 business days passed since then and I have even trying to find out with my bank do they have cancelled that transaction from their side but they never have any transaction like this and to find out what happened they need all of this bank transfer details which I don’t receive from the casino support. 

please can you help me

Dear mal_woj,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear mal_woj,

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.

Hey there ??

No, I still haven’t received my withdrawal from FunBet, was trying couple more times to get any help or in this case or maybe tracking details of this transaction as they still was assured me that it was processed, from support team on life chat but they’re just requesting my problem to finance department and my VIP manager.

Finally today after that whole two weeks of being ghosted that "VIP manager" called me what is a little bit weird that he didn’t answer on my email but he said that he can request that transfer details for me from financial department but first I need to send them my bank statement dated from the day I withdraw that money from casino until today so they can be sure that I am not lying. I’m sure that I will be waiting for their next steps for another week.

I still have hope that I will receive that money from them as I really like that casino.

I really appreciate that you guys are ready to help me but I will wait couple more days before submitting my complaint.

thanks!

Obviously I have send them my bank statement right after the phone call from that guy.

Hello!

Today I have received email that my VIP manager has finally forwarded information about my missing withdrawal to relevant department and I have to wait for an update for another 48h ??

Thank you mal_woj for all the information provided so far. I will now forward your complaint to my colleague Katka ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear mal_woj,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Funbet Casino outside this complaint thread and let you know any new information once I receive it.

I received the money back to my account which must be wagered 1x which obviously wasn’t that easy so I lost it.

Dear mal_woj,

sadly, since you have lost your winning, I am afraid, there is not much we can do for you. The player is responsible for their account, active balance, and all the bets taking place. We regret that you did not consult with us prior to adding an additional wager to your winnings. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

I will now close this complaint.

We regret that we couldn't resolve this issue. Please contact us if you experience problems with this or any other casino in the future, and we will do our best to assist you.

Katarina