Funbet Casino - Se deniega la solicitud de eliminación de la cuenta del jugador.

I have repeatedly asked for my account to be deleted, even telling them I was a minor. They refused to delete the account and demanded identification from an underaged person. I am obviously an adult but the fact they wouldnt delete the account even after that is ridiculous.

Dear creepyman1986,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Do I need a reason to close my account other than I want to?

If I'm just going to be explained the obvious difference between an account closure and self exclusion Id have a better chance of getting the account closed by myself.

Close my request I'll be deleting my account at "casino gurus"

Thank you for your reply, creepyman1986. Do I understand correctly that you wish to close this complaint and your casino.guru account?

Yes please. I asked for a simple thing and was given arguably one of the worst answers I could have received.

You talk just like they do. I don't need a f***ing reason to close my account. Trying to get me to keep my account with self exlcusion instead of full closure? You talk just like them.

I'll just call a lawyer to see if they can help me.

Delete my account, making one was a mistake.

And the fact that you don't even give a shit that they are catering to underaged gambling is f***ing mind boggling. You guys are a joke. I sent the chat logs to the email you asked for and no one has even replied. A f***ing joke, delete my account.

I would like to clarify that the reason for account closure as well as the account closure itself is a critical piece of information that guides the entire resolution process. Without it, we are unable to proceed effectively. Despite our willingness to assist, your lack of cooperation made it impossible to move forward—placing the blame on us for that outcome is neither fair nor accurate.

You also acknowledged having misrepresented your age in order to close your account. Given that, we cannot take claims that the casino is "catering" underage users seriously. And for the record, even if you were indeed underage, our platform is strictly intended for adult users. Any confirmed underage activity would require us to ban your account immediately in line with our policies and we couldn't assist you anyway.

Regarding your emails—I have not received any correspondence from your registered email address. If you used a different address, I may have missed it. However, we are only able to handle communication from verified email accounts for security reasons.

Lastly, I understand that this situation is incredibly frustrating, and I want you to know that we take every complaint seriously, doing our best to assist with each case as fairly and transparently as possible. However, I must emphasize that we do not accept threats or aggressive language. We are here to help facilitate a constructive resolution, but we ask that you communicate respectfully so we can effectively support you. As it seems this approach did not align with what you’re looking for, we strongly recommend seeking a different platform that might better suit your needs.

Your Casino.Guru account will now be closed, as per your request. I genuinely wish you better success in finding the kind of assistance you're looking for—and as a final thought, respect and kindness tend to get better results.