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Fun88 Casino - Restricting access to my fully verified account for three weeks now

UNRESOLVED
Complaint Info
Disputed casino Fun88 Casino
Reason Verification issues
Amount € 2734
Hen1951 Germany
Posted on August 15, 2019

Hello,

On May 27th this year I registered to fun88.co.uk and I immediately had to send in my verification documents, which I did. They got approved the following day and my account was confirmed to be fully verified. In the next few weeks I started gambling. I deposited a total of 4000 euro via Neteller and ended up with a balance of 2734 euro after having some bad luck. Then, on Friday 26th July I suddenly could not login anymore. It showed a message "account restricted". First I thought it had to do with cookies, but also after clearing them I kept getting this error message. I went into livechat and they told me that I needed to send in a selfie of my passport next to my head. I found this strange because I had already been told my account was fully verified 2 months earlier. Anyway, I sent the requested selfie and ever since NOTHING is happening. I asked several times why I still cannot login after sending them what they wanted. They keep on stalling and giving general replies like "security is still verifying your account" etc. This process has already been taking 3 weeks now. At this point it's enough for me and it really looks like they are stalling me. How hard can it be to verify a selfie of the passport next to your head? My initial verification only lasted 1 day so I cannot imagine this selfie takes more than 1 day also.

I want them to either re-open my account or pay me out my remaining balance to the Neteller account it came from. Or, they can just credit back my original deposits of 4000 euro if they like. Whatever they choose as long as it is one of these 3 options.

Thanks in advance for your help Askgamblers!

AskGamblers
Posted on August 19, 2019

This complaint has been reopened as per Fun88 Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Hen1951 Germany
Posted on August 19, 2019

Well this is weird.....Fun88 want to re-open this case but they still have not contacted me on my email. And I still cannot login to my account. Fun88, any update?

AskGamblers
Posted on August 28, 2019

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Hen1951 Germany
Posted on August 28, 2019

Fun88 I'm giving you one last chance to reply here. You have 82 hours left I see....

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