Fonbet Casino - El jugador está teniendo problemas con el retraso en el retiro de fondos y la verificación KYC.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fonbet Casino.

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

• Is your player's account accessible? Can you log in?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Any other evidence may be shared with me via email at tomas@casino.guru, or you can post screenshots here.

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

Hello Tomas,

Thank you for your reply.

Yes, I can still access my Fonbet account and I can log in.

I initially received the bonus through a friend referral. I played with the bonus and completed the required wagering. After completing the bonus wagering requirements, I continued playing with my own balance. I mainly played live Blackjack, and this is where I accumulated the balance that I later tried to withdraw.

My current balance is approximately 401,150 HUF.

I did not use any other bonus to accumulate this balance after completing the friend referral bonus requirements.

I can provide screenshots and other evidence, including my account balance, withdrawal request, KYC documents and conversations with Fonbet.

Please let me know if you need any specific screenshots or additional information.

Best regards,

Oláh *****

Dear nuduska,

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, Jana (jana.k@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,

Tomas

Thank you very much, Tomas. I appreciate your help and cooperation. I will wait for Jana’s further communication.

Dear nuduska,

My name is Jana, and I will be your point of contact as we work together to address your complaint. I sincerely apologize for the inconvenience caused by the delay in processing your withdrawal. Please rest assured that I will reach out to the casino and make every effort to resolve this matter as quickly as possible.

I would also like to invite a representative from Fonbet Casino to join this discussion to assist in resolving your complaint.

Dear Casino, could you please provide clarity on the reason for the delay in processing the player’s withdrawal?

Thank you in advance for your cooperation and for assisting us in this matter.

Hi Jana,

I would like to add an update to my complaint regarding what has happened since then.

After completing the KYC verification, I was still unable to make a withdrawal. I contacted Fonbet customer support and the administration several times. At first, I was told that I needed to make a deposit using a different payment method in order to be able to withdraw. I did this.

After that, I was told that I could withdraw using cryptocurrency, but this also did not work. The system showed error code 111, stating that I had exceeded the single withdrawal transaction limit set on my account.

After this, the Fonbet administrator personally informed me that a daily withdrawal limit of 100 USD had been set on my account. I would like to emphasize that this was not a limit that I had previously been informed about. It was a limit that the administrator personally decided to place on my account.

I do not consider this 100 USD limit acceptable. There is approximately 400,000 HUF in my account, and this is an extremely low limit considering the amount I am trying to withdraw. It would make the withdrawal of my full balance take an unreasonably long time.

What makes the situation even more serious is that this 100 USD limit has not even been properly enabled for withdrawal. I am currently unable to withdraw even 100 USD. So the issue is not simply that the daily limit would make the withdrawal process slower. At the moment, I cannot initiate a withdrawal at all.

I would therefore like to add this new information to my complaint, because in addition to the original KYC and withdrawal issue, there is now also a 100 USD limit personally imposed by the administrator that is preventing me from accessing my balance.

Please take this new development into consideration when investigating my complaint.

Thank you very much for your help.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Thank you for bringing this case to our attention.

We are currently reviewing the player's case and will provide an update shortly.

Kind regards,

Fonbet Team.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jana,

I would like to provide another important update regarding my complaint.

This case has now been ongoing for more than one month. Fonbet recently informed me that the withdrawal function had been restored, and they stated that the previous problem was caused by a technical/system issue on the provider’s side.

After the withdrawal function was supposedly restored, I was finally able to make a withdrawal of 100 EUR. I initiated this withdrawal yesterday at 12:10, and the 100 EUR was successfully paid to me.

However, Fonbet’s administrator had previously informed me that a daily withdrawal limit of 100 EUR had been placed on my account.

Therefore, after more than 24 hours had passed since the previous withdrawal, I logged into my account again and attempted to make the next 100 EUR withdrawal.

Unfortunately, exactly the same problem occurred again. The system would not allow me to make the withdrawal and showed the same type of limit-related error that I had already experienced previously.

I immediately contacted the Fonbet administrator again and informed them that more than 24 hours had clearly passed since my previous withdrawal and that I should therefore have been able to request the next 100 EUR according to the daily limit they themselves had imposed.

The administrator told me that they would investigate the error again.

This is very concerning because Fonbet previously stated that the withdrawal problem had been resolved, and they imposed a 100 EUR daily withdrawal limit as the solution. I accepted this limitation and was willing to withdraw my balance gradually under this limit.

However, even this 100 EUR daily limit is apparently not actually being respected by their system.

In other words, the problem is no longer simply that my withdrawal is limited to 100 EUR per day. At the moment, even after the full 24-hour period had passed, I was again unable to initiate the next 100 EUR withdrawal.

I am concerned that this will once again result in another prolonged investigation and further delays, despite the fact that this case has already been ongoing for more than one month.

I would therefore kindly ask you to take this latest development into consideration and ask Fonbet for a clear explanation of:

Why I was unable to make the next 100 EUR withdrawal after more than 24 hours had passed;

What exactly the 100 EUR daily withdrawal limit means and how the 24-hour period is calculated;

Why the same limit-related error has appeared again after Fonbet claimed that the withdrawal problem had been resolved;

When I will actually be able to continue withdrawing my remaining balance.

I have cooperated with Fonbet throughout this entire process. I have accepted the 100 EUR daily limit they imposed, even though I was not originally informed about such a restriction.

What I am asking now is simply that Fonbet allow me to withdraw the money according to the limit they themselves established, without another indefinite delay.

I can provide screenshots showing the successful 100 EUR withdrawal at 12:10 and the subsequent failed withdrawal attempt after more than 24 hours had passed.

Thank you very much for your continued assistance.

Kind regards,

Oláh Benjámin