FanoBet Casino - Los retiros de los jugadores se retrasan y surgen problemas con las cuentas.

I made 1.953 EUR and i wanted to withdraw but this casino offers a maximum withdraw of 500 euro and after 24 after approval you can make a new one. Keep in mind the withdraw approval takes 48 hours and then you need to wait another 24 hours so it takes 3 days for every 500 euro you want to withdraw. But those are the rules. To protect myself from playing my winning i made a withdraw and ask for a cool off of 3 days so i could withdraw another 500 and do the same thing. And that was NOT possible and today i asked for the same thing and now its possible. And now i losst 850 euro in the last 2 days. I was trying to protect myself from playing furter. They litterly do everything to let you keep playing untill you lose! I can't freeze my account because i have a withdraw and remaining balance but the withdraws take way longer then the 48 hours. And now the 48 hours has been passed and they say they have '' some technical difficulties ''. I had 5 withdraws and every single on of the got technical issues.

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 FanoBet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you informed the casino of your gambling issues and struggles to control gambling at any time? Have you saved the relevant communication to support your complaint? My email is tomas@casino.guru
• How much is currently your player's balance? How much is currently a pending payout?
• Did you achieve your current balance with the help of a bonus?
• Is your player's account verified?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

The is that i had 2.450 euro on my account and i asked them what can i do to avoid playing because otherwise i would lose everything because i know myself. Then i told them oke then i want to withdraw everything and that was not possible it's 500 euro max at the time. Then i made the withdraw and wanted to close my account and that they paid the remaining balance. At that moment they said the would inform me by mail and gues what it was not possible because i still had remaining balance. Then i said but i have a addiction and otherwsie i can keep playing. And they litterly replied with when you have a remaining balance you can't close your account you have to withdraw everything but i said i have 2400 euro and that is 5 times a withdraw and they take 2 3 days for a withdraw that means it will take 15 days so that means my account will be open 15 days. Then i ask them for a limit and gues what not possible because they have technical issues. They litterly do nothing to protect they player. BTW they had another option to close my account at that point but then i would lose the whole 2400 euro. So i want to close my account and protect myself from playing but then i would lose my winnings. pfff what kind of responsible gaming is that! Now i withdraw in total 1000 euro and its 7 days later. They said withdraw take 6 till MAX 48 hours and gues what EVERY withdraw takes longer then the 48 hours. They do everything to avoid withdrawing your winnings litterly. Then the maximum withdraw is 1000 euro as you can see. Then i tried and gues what they say its 500 the 1000 is a technical issue. They lie so much wauw.

And gues what i wanted to protect myself from playing otherwise i would lose everyhing. From the 2400 euro i got at this point 1300 left and 1000 has been withdrawed. Its ridicilious because if they had follow the online gambling rules i would have 2.400 euro and not 1.300!

This is ridicilious that i am forced to keep my account open!

My solution is JUST CLOSE MY ACCOUNT and pay the amount when i asked to close it.

Total 1.100 EUR!

Yesterday i had 1.750 euro on my account. I litterly begged them to help what i can do not to play. Limit or even close a certain game. NOTHING was possible from their side. Never witnes these kind of wins and still lost everyting!

Thanks for your reply.

If you consider yourself vulnerable, we believe you need to disclose your gambling issues to the casino to be protected. Discussions about the availability of responsible gambling options with support can't be considered as disclosure of your gambling issues.

Please let me know if there is any instance where you informed the casino of your struggle to control your gambling, directly to support either via chat or via email, and provide me with evidence.

Thanks in advance for your cooperation. I apologize for the inconvenience.

Yes, i did. You see that in the chat!

That's why he had to discuss this with his boss to close my account and pay the remaining balance on my account.

'' When a player has a remaining balance and informs he got a gambling issue is it possible to close his account and if he does close does he lose his remaining balance? ''

They will say we let them first withdraw but keep in mind like i said its 500 euro withdraw for 4 days and if you have 2500 it will take 20 days and that means you have acces to your account even when you have a addiction and asked for a posibilitys to close it or freeze it.

Here you go

I apologize, but questions about hypothetical situations can't be considered as evidence we are looking for. You can ask support what they would do in a certain situation; however, that doesn't mean the casino should act based on your questions. If you have saved more of the interaction between you and support, please provide it to me, with timestamps, if possible.

I apologize for the inconvenience.

I provided al the information i had it should be enough i think.

I apologize; however, the information you provided is not sufficient for us to intervene on your behalf in order to ask for the return of the funds that were used up on gambling.

Please let me know if there is any delay in the payout of your winnings, and if you wish our assistance with.

Looking forward to your reply.

Dear GinoS,

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,
Tomas
Casino.Guru