Funbet Casino - Der Spieler wird mit nicht autorisierten Transaktionen im Casino konfrontiert.

Hello, I registered with the casino Funbet on 19.10.2024.

I verified my credit card and wanted to make deposits, but it didn't work because it showed me an error.

I then decided to make deposits via bank transfer.

However, several transactions totaling 945 € were charged to my credit card by the casino, which I never authorized.

My credit card has two-factor authentication, so I can prove every payment I made with it.

These transactions, totaling 8, were never authorized or made by me.

I have already contacted the casino, and they told me that the money would be refunded.

However, no refund has been made to date.

Please help me recover my money from the casino.

Hallo, ich habe mich am 19.10.2024 bei dem Casino Funbet angemeldet.

Ich habe meine Kreditkarte verifiziert und wollte Einzahlungen tätigen, was jedoch nicht geklappt hat, da es mir einen Error angezeigt hat.

Ich habe mich dann für Einzahlungen über Banküberweisung entschieden

Jedoch wurden mehrere Transaktionen über einen Gesamtwert von 945 € vom Casino von meiner Kreditkarte abgebucht, die ich nie autorisiert habe.

Ich habe bei meiner Kreditkarte eine, zwei Faktor Authentifizierung und kann somit jede Zahlung, die ich mit der Kreditkarte getätigt habe, nachweisen.

Die sind Transaktionen, in Summe 8 stück habe ich nie freigegeben oder getätigt.

Ich habe das Casino bereits kontaktiert, und man sagte mir, das Geld wird zurück erstattet.

Bis heute wurde jedoch keine Rückerstattung vorgenommen.

Bitte hilf mir, mein Geld vom Casino wieder zu erhalten

Dear xSerious169,

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

If you experienced unauthorized transactions, we would recommend contacting your bank or the case credit card issuer if you won't reach resolution instead of our forum. Please understand that we do not have the resources or power to run the investigation in these matters in case the perpetrator is unknown.

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

• Could you please provide proof the casino agreed to a refund and under which circumstances?
• Could you please share the evidence in the form of screenshots here, or send the information to my email at [email protected]?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

In order to contact my credit card provider, they say I have to file a report with the police, which I would like to avoid.

Since the payments were made from/in this casino, I was hoping for your help.

I will send you the statement from the casino, the

I received by email to your email.

Best regards

Hallo,

Um mich eine meinen KreditkartenAnbieter zu wenden, muss ich laut deren Aussage eine Anzeige bei der Polizei aufnehmen, was ich gerne verhindern würde.

Da die Zahlungen von/in diesem Casino getätigt wurden, habe ich auf ihre Hilfe gehofft.

Ich senden Ihnen die Aussage des Casinos, die

ich per Email erhalten habe an ihre Mail.

viele Grüße

Thanks for your emails.

• Have you received any update from the casino regarding the refunds since your last email?
• Could you please provide proof of these transactions to me?
• Make sure to show proof where the successful deposits are visible and the unauthorized charges are visible as well.

I apologize for the inconvenience.

My email is [email protected]

Thanks for your email.

You wrote you registered with the casino on the 19th of October 2024 however based on the screenshots from the deposit history you made deposits on or before October 15th.

Also, the deposit transactions seem to belong to the same recipient and appear to sum up to 12 transactions totaling 1535€.

Could you please explain these discrepancies?

Could you please advise how much were the successful credit card deposits on this screenshot worth to your knowledge?

Thanks for your reply.

I apologize for not replying sooner.

From the evidence you provided, it's not our conclusion the casino agreed to a refund. The comment in their response doesn't necessarily indicate any active participation in the resolution of the problem from our point of view.

If the casino is unaware of the transactions, I would also recommend you contact your bank as soon as possible and report a misuse of your funds.

• If my assumptions are inaccurate and you wish to continue with the complaint, please share screenshots of your deposits as they appear in your transaction history in your casino's profile with me.
• Send the screenshots to my email at [email protected]

Hello,

My casino account is currently blocked.

I have sent you a live chat excerpt via email, which also confirms that they are looking into it and solving the problem.

I was also told by email, which I already sent you, that I would get my money back.

My bank just tells me to file a report with the police.

Otherwise I should clarify it with the casino directly

Hallo,

Aktuell ist mein Konto beim Casino gesperrt.

Ich habe dir per E-Mail einen Live Chat-Ausschnitt geschickt, bei dem mir ebenfalls bestätigt wird, man kümmert sich drum und löst das Problem.

Per E-Mail wurde mir, was ich dir schon geschickt habe, auch gesagt, ich bekomme das Geld zurück erstattet.

Meine Bank sagt mir nur, dass ich eine Anzeige erstellen soll bei der Polizei.

Ansonsten soll ich es mit dem Casino direkt klären

Thanks for the update.

Has the casino processed the refund already?

Are there any other obstacles from the casino's side for you to receive your money?

Please let me know.

Hello, no, I have not received the money from the casino yet and I am no longer receiving any replies from the casino to my emails

Hallo, nein, das Geld habe ich vom Casino noch nicht erhalten und ich bekomme auch keine Antworten vom Casino mehr auf meine E-Mails

Thank you very much, xSerious169, for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, xSerious169!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player.

Thank you!

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.

I would like to give a casino one more chance as they have responded to us but have not given more information regarding the case.

We are in an ongoing communication with the casino.

Thank you very much. I have also sent the casino my transaction approvals from October 17, 2024 as proof.

I also had my credit card blocked on October 17, 2024 due to these transactions

Vielen Dank. Ich habe dem Casino auch noch einmal aus Beweis meine Transaktionsfreigaben von 17.10.2024 gesendet.

auch habe ich meine Kreditkarte am 17.10.2024 sperren lassen aufgrund dieser Transaktionen

We are in an ongoing communication with the casino.

Hi xSerious169!

I have given your e-mail to the casino, so they should reach out to you in the next couple of days. Please, let me know if you will find any solution!

The casino doesn't have an email address and hasn't contacted me for some time.

But apart from 'we'll look into it', nothing comes of it.

Das Casino hat keine Emailadresse schon und mich seit längerem schon kontaktiert.

Aber außer ‚wir prüfen es‘ kommt da nichts bei rum.

Hi xSerious169!

Have you received any news from the casino?

No.

Nein.

I have received this response from the casino representative:

"Dear xSerious169

Thank you for your patience.

We would kindly ask you for a little bit more clarification regarding the matter , is this transactions that you refer to ever got to your gaming account , are they showing in your gaming account history tab.

We would ask you to send us again on email , your transaction history in which you claim your deposits were taken without your consent .

Kindly specify the dates and time of the transactions which you refer to exactly .

We indeed have email address and you can send it to : [email protected]

Please clarify if they transactions reached your gaming account did you played them down , we can see that you had successful deposits which you had played down without any issue.

We need to understand the situation better in order to help you resolve the issue.

Thank you for your cooperation.

Best Regards

Funbet Team"

I have also sent it to your e-mail.

Hello, I never received this email.

I have replied to your email, what the casino wrote to me and have also provided you with everything necessary again

Hallo, diese E-Mail habe ich nie bekommen.

Ich habe auf deine E-Mail geantwortet, was mir das Casino geschrieben hat und habe dir auch noch einmal alles notwendig bereitgestellt

Could you, please, re-send your response to [email protected] so they can contact you directly by responding to it?

I have forwarded the same email I wrote to you to the casino again, even though I have already provided all this information several times.

Ich habe die selbe E-Mail, die ich dir geschrieben habe, noch einmal an das Casino weitergeleitet. Auch wenn ich all diese Informationen schon mehrere Male bereitgestellt habe.

I have included you in CC in my reply to the casino

Ich habe dich bei meiner Antwort an das Casino in CC aufgenommen

Hello, xSerious169, I have gone over your full communication with the casino as well as all documents and screenshots you have sent. As I understand, on 17.10 there have been 7 successful transactions debited from your Mastercard, which were never credited to your casino account. The same day, you have also made two deposits by bank transfer for which we do not have any documents, but only a screenshot.

Is all stated above right?

Hello, both bank transfers have arrived, that is correct.

I never made any of the charges on my credit card (there were 8 of them), never authorized them, they were never credited, and I never played with them.

These were debited wrongfully and without my confirmation, which I have already proven.

Hallo, beide Banküberweisungen sind angekommen, das ist korrekt.

Alle Abbuchungen meiner Kreditkarte (Es waren 8 Stück) habe ich nie getätigt, nie freigeben, wurden nie gutgeschrieben und damit habe ich auch nie gespielt.

Diese wurden zu Unrecht und ohne meine Bestätigung abgebucht, was ich bereits bewiesen habe.

You say that you have proven that transactions were not authorized by you. Could you, please, tell once more, how have you proven it? I see your bank statement where these transactions are successful and, as you say, you have a 2FA set for your credit card payments, so, unless someone has hacked into the bank system or gained access to your 2FA (for which we need to have proof), you are the only person who could make these payments.

The translations are visible on my credit card statement, that's true.

But these 8 credit card transactions are not visible in my transaction approval history.

I have to authorize every transaction I make via my VR Secure GO app and confirm that the payment has been sent.

You can see all transactions I have approved in the transaction history.

However, all 8 transactions that were debited from my account are not visible there.

This means that these transactions were fraudulently debited from my credit card without my consent.

This is only possible if my credit card information is intercepted somewhere.

Because I never made the transactions and never released them, I can prove that I never released these 8 transactions on October 17th.

By the way, as soon as I noticed these transactions, I had my entire credit card blocked by Mastercard!

I would never do this even if I had confirmed the transactions myself.

In meiner Kreditkartenabrechnung sind die Translationen ersichtlich, dass stimmt.

Aber in meiner Freigabehistorie meiner Transaktionen sind diese 8 Kreditkartentransaktionen nicht ersichtlich.

Ich muss jede Transaktion, die ich tätige über meine VR Secure GO App freigeben und bestätigen, dass diese Zahlung auch gesendet wurde.

Man sieht alle von mir freigegeben Transaktionen in der Transaktionshistorie.

Dort sind aber alle 8 Transaktionen die bei mir abgebucht wurden nicht ersichtlich.

Das bedeutet, dass diese Transaktionen ohne meine Zustimmung, missbräuchlich von meiner Kreditkarte abgebucht wurden.

Das geht nur, wenn irgendwo meine Kreditkartendaten abgefangen werden.

Dadurch, dass ich die Transaktionen nie getätigt habe und auch nie freigeben, kann ich nachweisen, dass ich am 17.10. diese 8 Transaktionen nie freigegeben habe.

Ich hab übrigens direkt als ich diese Transaktionen bemerkt habe meine komplette Kreditkarte bei Mastercard sperren lassen!

Dies würde ich ja auch nie tun, wenn ich die Transaktionen selbst bestätigt hätte.

I understand now, thank you! I will think on how to proceed next.

Thank you very much. According to the Mastercard hotline, these were all unauthorized debits.

Vielen Dank. Laut Aussage der Mastercard-Hotline waren dies alles unbefugte Abbuchungen.

I just have one more question: is it possible in any way that you have approved these transactions previously but they have not been processed immediately and instead were processed later, on the 17.10? I know European banks can have some delays in bank transfers, but I am not sure regarding credit card payments. Could you, please, check the VR Secure GO app for approvals for amounts which were debited from your card, but in earlier days?

Hello,

No, that is not possible. Every transaction that is carried out requires direct approval and is then visible in my transaction history in the same second.

Delays do not occur with credit card transactions.

If I were to carry out a transaction on January 21, 2025 at 12:00 p.m., I would have to confirm it directly on January 21, 2025 at 12:00 p.m. This would be immediately visible in my transaction history and one business day later the booking would be visible on my credit card statement.

Hallo,

nein das ist nicht möglich. jede Transaction, die ausgeführt wird, bedarf einer direkten Genehmigung und ist dann auch in der selben Sekunde in meiner Transaktionshistorie ersichtlich.

Verzögerungen kommen bei Kreditkartentransktionen nicht vor.

Würde ich am 21.01.2025 12:00 Uhr eine Transaktionen durchführen, würde ich diese direkt am 21.01.2025 12:00 Uhr bestätigen müssen. in meiner Transaktionshistorie wäre dies direkt ersichtlich und einen Werktag später ist die Buchung auf meiner Kreditkartenabrechnung zu sehen.

I have couple more questions and then I will go on and contact the casino to receive their part of the information.

1. How do you know that these credit card charges are to the Funbet? Have you made transactions to this payment recipient via your credit card previously?
2. Could you be playing in another casino at the same time by any chance and these transactions are deposits there and not to Funbet?

The payments went to Funbet because I suddenly saw them appear in my deposit overview.

I then contacted the casino directly and requested a refund.

I played at a sister casino, Fatpirate, the day before. I also used my credit card there. Maybe my credit card details were stolen?

When I tried to make a deposit with a credit card at Funbet, I got an error message. I then made 2 bank transfers.

Then I suddenly saw the debits from my credit card and also the deposit overview at Funbet and after that I stopped playing in the casino.

Since then my account has also been closed.

Die Zahlungen gingen an Funbet, weil ich diese plötzlich in meiner Einzahlungsübersicht angezeigt bekommen habe.

Daraufhin habe ich direkt das Casino kontaktiert mit der Aufforderung zur Rückerstattung.

Ich habe einen Tag vorher bei einem Schwestercasino gespielt, Fatpirate. Dort habe ich auch meine Kreditkarte genutzt. Vielleicht wurden hierbei meine Kreditkartendaten abgegriffen?

Als ich bei Funbet eine Einzahlung mit Kreditkarte machen wollte, bekam ich eine Fehlermeldung. Daraufhin habe ich 2 Banküberweisungen getätigt.

Dann habe ich plötzlich die Abbuchungen meiner Kreditkarte gesehen und auch die Einzahlungsübersicht bei Funbet und danach nichtmehr in dem Casino gespielt.

Seitdem ist auch mein Account geschlossen.

xSerious169,

I have just learnt from my manager that we do not deal with cases regarding unauthorized transactions. Mentioned deposits were played away according to the casino's evidence, therefore, you do not have a right for the refund. The only thing that I can suggest to you is going to the bank and asking them to investigate and explain how it was possible for someone to bypass your 2FA and make a transaction from your credit card.

At this stage, I must reject your complaint.

I am sorry I could not be more of help.

Perfect, thanks for nothing

Perfekt, danke für nichts