Funplay Casino - El jugador enfrenta problemas técnicos no resueltos con FunPlay.

Hello,

I've been a regular FunPlay player for several years and typically rely on their service. However, during a session on October 6, 2025, I experienced serious technical issues while playing VIP Blackjack in Spanish, a table operated by Evolution Gaming.

I started my session with $800, went up to $2,000, and after an initial loss of $100, the failures began:

The dealer's video would completely disappear during hands.

The system still allowed betting and displayed card icons, but I couldn't see the cards or the deal in real time.

The video would come back with the cards already stacked, which reduced my reaction time and affected my decisions.

In one of the last hands, the system doubled my bet in two boxes without my input, which was not authorized.

Other players also stopped playing and the table went dead, proving it wasn't a problem with my connection.

Trying to recover some of the balance, I recharged an additional USD 500, but the failures persisted and I ended up losing everything in totally abnormal conditions.

I have a video recorded minutes after the incident (at the same table) where you can see the same video error and lack of response from the dealer.

I contacted FunPlay and attached evidence.

Their response was that "no errors were detected and that the fault was with the Internet," based on a single hand of the session.

However:

My connection was stable (I was able to continue playing at other tables without any problems).

If it was an internet failure, you wouldn't have been able to continue betting normally, and the system would have shown disconnection or delay.

The problem was limited to that Evolution table, confirming that the error was on the provider's side, not the player's.

FunPlay refuses to review the full session or offer compensation or a refund, and Evolution Gaming has not provided a direct response despite being the game's technical provider.

For all the above, I request:

1. Complete review of my session between 7:00 PM and 7:25 PM on October 6, 2025.

2. Evolution Gaming technical verification of transmission errors.

3. Fair compensation or partial reimbursement for losses generated under unstable technical conditions.

I'm attaching screenshots of the chat with FunPlay, my betting history, and the video that clearly shows the error.

Thank you for your time and support.

Name: Alejandro E.

Platform: FunPlay

Game provider: Evolution Gaming

Game: VIP Blackjack in Spanish

Incident Date: October 6, 2025

Hola,

Soy jugador habitual de FunPlay desde hace varios años y normalmente confío en su servicio. Sin embargo, durante una sesión el 6 de octubre de 2025 sufrí fallas técnicas muy graves mientras jugaba VIP Blackjack en Español, una mesa operada por Evolution Gaming.

Empecé mi sesión con USD 800, llegué a subir a USD 2 000, y tras una pérdida inicial de USD 100 comenzaron las fallas:

El video del dealer desaparecía completamente durante las manos.

El sistema seguía permitiendo apostar y mostraba íconos de las cartas, pero no podía ver las cartas ni el reparto en tiempo real.

El video regresaba con las cartas ya puestas, lo que reducía mi tiempo de reacción y afectaba mis decisiones.

En una de las últimas manos, el sistema duplicó mi apuesta en dos casilleros sin que yo lo hiciera, lo cual no fue autorizado.

Otros jugadores también dejaron de jugar y la mesa quedó sin actividad, lo que demuestra que no era un problema de mi conexión.

Intentando recuperar parte del saldo, recargué USD 500 adicionales, pero las fallas persistieron y terminé perdiendo todo en condiciones totalmente anormales.

Tengo un video grabado minutos después del incidente (en la misma mesa) donde se puede ver el mismo error de video y falta de respuesta del crupier.

Me comuniqué con FunPlay y adjunté evidencia.

Su respuesta fue que "no se detectaron errores y que la falla fue del Internet", basándose en una sola mano de la sesión.

Sin embargo:

Mi conexión era estable (pude seguir jugando en otras mesas sin ningún problema).

Si fuera una falla de Internet, no habría podido seguir apostando normalmente, y el sistema habría mostrado desconexión o retraso.

El problema se limitó a esa mesa de Evolution, lo cual confirma que el error estaba del lado del proveedor, no del jugador.

FunPlay se niega a revisar la sesión completa ni a ofrecer compensación o reembolso, y Evolution Gaming no ha dado una respuesta directa pese a ser el proveedor técnico del juego.

Por todo lo anterior, solicito:

1. Revisión completa de mi sesión entre las 19:00 y 19:25 del 6 de octubre de 2025.

2. Verificación técnica de Evolution Gaming sobre los errores de transmisión.

3. Compensación justa o reembolso parcial por las pérdidas generadas bajo condiciones técnicas inestables.

Adjunto capturas del chat con FunPlay, mi historial de apuestas, y el video donde se muestra claramente el error.

Gracias por su tiempo y apoyo.

Nombre: Alejandro E.

Plataforma: FunPlay

Proveedor del juego: Evolution Gaming

Juego: VIP Blackjack en Español

Fecha del incidente: 6 de octubre de 2025

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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.

• Could you please confirm whether you have any video evidence showing the game errors while you still had an active balance in your account? The videos you uploaded with your complaint appear to show a zero balance.
• Did you continue placing bets after noticing glitches or irregularities during your gameplay?
• Were your bets being accepted and processed normally despite the connection issues?
• During the time you experienced these problems, did you have any winning bets, or were all of them settled as losses?

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 Alejanj25,

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.

Hello! I don't have any videos of the moment. Normally, my bet was accepted, everything was normal, and then suddenly the video would disappear, making it obviously confusing to make decisions. The time it took to display the icons while I was playing was too short to make decisions. Suddenly, it seemed like everything had been normal, so I would go back to playing, and the moment I was in the game again, the game would disappear, which caused me confusion, frustration, and anger. It seemed totally unfair to me. The bets were never denied or rejected; at that moment, there was no problem at all. The errors were only at the time of dealing cards and playing. During that time, I lost every bet except one, as I show in my betting log below. There is a winning bet at another table.

which didn't give any problems, but it wouldn't accept the levels I play. The situation seems unfair to me because of the time it gave me to make decisions; maybe there's rigging or something on the platform's part. But obviously, not having video in a live game and reducing the time to make decisions affects the game and everything that comes with it.

Hola! No tengo videos del momento, normalmente me aceptaba la apuesta, estaba todo normal y de pronto el vídeo desaparecía, haciendo obviamente confuso tomar decisiones, el.tiempo en mostrar los iconos mientras jugaba era muy corto para tomar decisiones. De pronto parecía que había sido normal todo entonces volvía a jugar y al momento de estar en juego otra vez desaparecía el juego lo cual me causó confusión, frustración e ira. Ya que me parecía totalmente injusta. Las apuestas jamás fueron negadas o no aceptadas, en ese momento no había problema alguno, las fallas eran solamente al momento de repartir cartas y jugar, durante ese tiempo perdí en todas las apuestas a excepción de una como muestro en mi registro de apuestas a continuación.Hay una ganadora en otra mesa

la cual no daba problemas Pero no aceptaba los niveles que yo juego. La situación me parece injusta por el tiempo que me daba para toma de decisiones, quizá no hay un amaño o algo de parte de la plataforma Pero obviamente no tener vídeo en un juego en vivo y reducir el tiempo para tomar decisiones afecta el juego y todo lo que conlleva.

Thank you for your reply and for clarifying your situation. I understand that this experience must have been frustrating, especially when the video feed was not functioning properly.

However, please note that Casino.Guru does not have the technical means or authority to verify or reconstruct live game sessions, including those operated by third-party providers. The full verification of technical incidents or video transmission failures can only be performed by the casino in cooperation with the game provider themselves.

Since you confirmed that your bets were accepted and processed normally, and that no video evidence exists showing the malfunction while you still had an active balance, we unfortunately cannot proceed further with this complaint.

If you believe that the issue was caused by a technical failure on the provider’s side and the casino has not reviewed the full session properly, we recommend contacting the relevant gaming authority or regulator directly, as they are the only body able to request a detailed technical audit from the provider.

For these reasons, I’m forced to reject this complaint.

I hope this explanation brings more clarity to our decision.

Best regards

Veronika