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Subject: Urgent Follow-Up Complaint – Unpaid Refund (Funbet)

Dear Casino Guru Team,

I am writing regarding my ongoing complaint against Funbet.

I previously informed Funbet that I am gambling addicted, and they acknowledged my situation. Despite recognizing my vulnerability, they failed to adequately protect me from further gambling, causing additional losses.

Funbet initially refunded me £108, but I am claiming the remaining £127, which has been pending for 5 days. Today, I was informed that the refund has been issued, but I have still received nothing.

I request that Casino Guru urgently:

Investigates why this refund has not been received.

Ensures that the remaining £127 is paid immediately.

Confirms that Funbet has taken measures to prevent further harm to vulnerable customers.

This matter is urgent, and I am prepared to escalate it to the UK Gambling Commission and other relevant authorities if it is not resolved promptly.

Yours faithfully,

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Hello,

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

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

• Could you please explain in more detail what the amounts of  £108 and £127 represent in your situation?
• Did the casino specify at any point how much they are refunding you?
• Could you please share with me your communication with the casino regarding the refund? Send emails or chat transcripts to my email at tomas@casino.guru, or 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

Thanks for sharing your responses with me.

Could you please specify when the chat regarding the 127 pounds took place?

When did the casino inform you they won't process it?

Do I understand correctly that your husband contacted the casino and informed them about your gambling issues?

Was there any activity on your account before that?

Have you disclosed your gambling addiction to the casino before November 2025?

Please let me know.

Thank you for your email and for looking into my case.

Please find my responses below:

The chat regarding the £127 took place arround the 12/03/2026

The casino informed me that they would not process this amount shortly after I raised the issue, during the same period of communication.

Yes, my husband contacted the casino and informed them about my gambling issues.

Yes, there was activity on my account before that.

Yes, I had disclosed my gambling addiction to the casino before November 2025.

I would like to stress again that I had clearly made my situation known as a vulnerable customer, and I believe the casino failed in its duty to protect me.

Please let me know if you need any further clarification.

Kind regards,

Golda05

Thanks for your reply.

I went over the communication you provided again, but I failed to observe any indication that the casino would refuse to process the refund to you. If you have this communication available to you, please provide it to me for review.

I apologize for the inconvenience.

Dear Golda05,

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,
Tomas
Casino.Guru