Fonbet Casino - El retiro del jugador se retrasa debido a la restricción de la cuenta.

Hello, this is a complaint about fonbet.com by YOUGMEDIA B.V.

I have €9,209 in my account and would like to withdraw my winnings, but I can't because my account is restricted. I was asked to verify my identity, but I have been waiting for 11 days since the process began. In the meantime, I have sent the documents twice, and the automatic response indicates that the process should take up to 72 hours.

I have contacted support twice, and each time I was told to wait, nothing else, I have been waiting for almost two weeks already and nothing is happening, and the declared time has been exceeded almost four times.

I understand that identity verification may be mandatory and required by law, but why hasn't the operator done this yet after two weeks?

All the photos they requested have been provided, and nothing has changed since then. Does the operator not want to pay out my winnings?

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing.

Please understand that KYC (Know Your Customer) is a very important and essential process that ensures the funds are sent to the rightful owner. Since online casinos cannot verify players in person, this procedure is the only reliable way for them to confirm a player’s identity and the legitimacy of transactions. Serious and licensed casinos treat KYC very carefully, and it may sometimes take a few working days to complete the entire process.

• Could you please let me know which documents you have already submitted and when exactly you sent the last one?
• Have you provided all the required documents promptly and in the correct format?
• Have any of your documents been approved so far?
• When was the last time the casino contacted you regarding the verification of your account?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

I fully understand that this may be necessary, but I believe that something unusual is happening in my case, as I have been waiting for two weeks and Fonbet has not provided any current information.

I have sent them photos of my ID card twice, as well as photos of me holding my ID card and a piece of paper with the date and the name of their website. That is all they have asked me for so far.

As you can see on the screen, I sent the documents for the first time on July 7. After waiting five days and reminding them about it, they asked me to resend the documents, which I did immediately on July 12. These documents sent by 2nd time were accepted but account not verified. Since then, there have been no updates, and the live chat support knows nothing.

P.S. Can you set these screens as private, as they contain my personal data?

They verified my account so I think case might be resolved but what they did is unbelievable.

I have over €9,000 in my account, and they set a withdrawal limit of €100 per transaction, which means it will take over 90 days to withdraw the entire amount.

The deposit limit is €4,000 per transaction, and the withdrawal limit is €100. I think the limits were higher before the account was verified.

I have not meet a casino that operates in this manner, nor a casino with such low withdrawal limits.

P.S. Can you set these screens as private, as they contain my personal data?

Thank you for your responses. I am glad to hear that your account has now been verified.

Regarding the limits imposed by the casino, are the withdrawal limits the same for all payment methods available in your account for withdrawals?

What types of games did you play to accumulate your winnings? Were they slots, live casino games, or did you place bets on sports?

Has the casino explained why your withdrawals are limited?

Regarding the limits imposed by the casino, are the withdrawal limits the same for all payment methods available in your account for withdrawals?

I have only SEPA and USDC withdrawal options available ( I used USDC for deposit ) and both have same limit 100€

What types of games did you play to accumulate your winnings? Were they slots, live casino games, or did you place bets on sports?

Sports and casino slots etc. ( no bonus )

Has the casino explained why your withdrawals are limited?

No, I just got information that my account got verified.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear ciniak0940,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Fonbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Fonbet Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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 ciniak0940,

I have contacted the casino representative outside of a complaint thread with the hope of receiving a response from them. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Dear ciniak0940,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of Fonbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear ciniak0940,

I hope this message finds you well.

We have been informed by the casino representative outside of the complaint thread that you have received the full payment. Could you please confirm whether this is correct?

We look forward to your response.

Dear ciniak0940,

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,
Stefan
Casino.Guru