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ENGLISH VERSION

I would like to file a serious complaint regarding Fonbet.com and the way my withdrawal requests have been handled.

The situation is as follows:

Initially, I deposited funds using BLIK. Later, when I attempted to withdraw my funds, my withdrawal request was cancelled. Support informed me that in order to withdraw funds via SEPA/bank transfer, I first needed to make a deposit using the same payment method.

I followed the support instructions exactly. I made an additional deposit via bank transfer/SEPA solely because support claimed this was necessary in order to unlock withdrawals through that method.

After that, I also wagered/turned over the deposited funds according to their requirements in order to avoid any AML, policy, or wagering-related issues.

Once I completed all instructions given by support, I submitted another withdrawal request via SEPA.

Despite this, the withdrawal was cancelled again.

At the moment, I am attempting to withdraw approximately 4500 PLN.

The total amount of my deposits currently equals 2434 PLN, and I made these additional deposits only because support informed me that this was required in order to unlock the withdrawal process.

After contacting support again, I started receiving contradictory, unclear, and evasive responses. It feels as though support is intentionally delaying the process and avoiding an actual resolution, despite the fact that I fully complied with all their instructions.

The biggest issue is that:

• I followed all support instructions,
• I made additional deposits solely because support required them,
• I wagered the funds according to their requirements,

and despite all of this, my withdrawals continue to be cancelled.

In my opinion, this appears to be deliberate obstruction of the withdrawal process by continuously introducing new requirements even after previous conditions have already been fulfilled.

I expect:

• immediate processing of my withdrawal,
• a clear explanation regarding the repeated cancellation of my withdrawals,

an end to the practice of forcing players to make additional deposits without resolving the issue.

• I have chat history with support, transaction history, and proof of cancelled withdrawals.

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.

• What explanation did customer support provide for cancelling your withdrawal request despite you selecting the same payment method that was previously used for deposits?
• Have you tried contacting customer support via email to request assistance with your withdrawals? Did they mention whether it would be possible for the relevant department to process your payments manually?
• Have you completed the full KYC verification process at this casino, or at least submitted any identity documents for verification?
• Did you accumulate your winnings with or without using a bonus?

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

Dear 3uncolpl,

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,
Veronika
Casino.Guru