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On 29 November 2025 at 01:15 PM, Fano.bet unilaterally confiscated €4,853 from my account via an internal admin transaction. In the history this appears as "TRANSFER_ADMIN_2…" for -€4,853, not as a game result or a withdrawal I initiated. I never requested this transfer and never gave any authorization for my balance to be removed.​

The disputed €4,853 comes from real‑money play only. I had an active deposit bonus at the time, but these winnings were generated exclusively from my cash balance. I then manually cancelled the bonus before placing any bets with bonus funds, and continued with real money only. At no stage did the casino inform me of any breach, restriction, or issue with my play.​

As soon as I noticed the missing balance, I contacted live chat and was told to email my VIP manager, Phil. On 30 November 2025, I sent a detailed email demanding an explanation and the restoration of my funds. Phil replied the same day, confirming he had received the message and was "looking into the situation" with his team. Since that brief acknowledgement, the casino has stopped communicating altogether: no explanation, no decision, no partial response, and no return of my money, despite follow‑up emails.

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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 send me a link or a screenshot of the bonus you activated and played with?
• Can you see your balance divided into real-money and bonus-money balance, or is your entire balance displayed as one amount?
• When exactly did you cancel your bonus, and how much of the wagering requirements had already been completed at that moment?
• Did you receive any warning or notification that your balance would be confiscated if you cancelled your bonus?

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 Veronika,

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

Please find my answers below:

Bonus details:

Unfortunately, there is no longer a public link to the specific promotion that was active. However, I have a screenshot of my bonus history from my Fano.bet account which clearly shows:

• The exact bonus,
• The time and date when it was activated, and
• The time and date when I cancelled it.

I will attach this screenshot, together with a screenshot of my transaction history, where you can see my deposit, subsequent bets, and the TRANSFER_ADMIN balance removal.

Real-money vs bonus-money balance:

My account always displayed two separate balances: real-money balance and bonus balance. I have a screenshot from before the confiscation that shows this separation. After Fano.bet removed my funds, this breakdown is no longer visible, but from the betting history you can verify that:

• All wagers were placed from the real-money balance.
• My total balance never reached the bonus balance; at all times the winnings were accumulated in the real-money side.

Before the admin transfer, my entire available balance was in real money, and the bonus money balance was at zero.

When I cancelled the bonus / wagering progress:

I cancelled the active bonus before using any of the bonus funds. At the moment of cancellation, the wagering/rollover progress for the bonus was 0.00%. Only wagers made from the bonus balance would count towards wagering, and that balance was never touched because I played exclusively with real-money funds.

Warnings or notifications:

I did not receive any warning, pop‑up, email, or message stating that my balance (real or bonus) would be confiscated if I cancelled the bonus. There was no indication on the site that cancelling an unused bonus could cause any kind of real-money balance removal.

Previous withdrawal before confiscation:

Before Fano.bet decided to wipe my remaining balance, they had already approved and paid out a €500 withdrawal to me (which is their maximum one‑time withdrawal). This withdrawal came from the same gameplay session and the same balance. I also have a screenshot showing this successful €500 payout. This makes the later admin removal of the remaining €4,853 even more inconsistent, because they first accepted my play as valid and then, without any explanation, removed the rest.

In summary, the key points are:

• All the disputed €4,853 came from real‑money play.
• The bonus balance was never used; wagering remained at 0.00% when I cancelled.
• No warnings were given about any confiscation risk.
• The casino already processed a €500 withdrawal from the same balance before using an internal admin transfer to remove the rest.
• Despite several emails, Fano.bet has not provided any terms clause or evidence that would justify this action.

I am sending via email to you:

• Screenshot of bonus history (activation and cancellation).
• Screenshot of the two balances (real vs bonus).
• Screenshot of betting/transaction history, including the TRANSFER_ADMIN entry and my deposits.
• Screenshot of the processed €500 withdrawal.

Please let me know if you need additional information or further screenshots/logs. I really appreciate your help with resolving this matter.

Best regards,

Punter_Pro

Dear Punter_Pro

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Punter_Pro,

It's Michal again. I have taken over this complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see how I can help, if possible.

We would also like to invite FanoBet Casino to participate in this discussion.

Dear FanoBet Casino,

Can you please clarify why the player's winnings were confiscated without a reasonable explanation?

If there are any factors contributing to the situation that cannot be shared publicly, please forward them to me at michal.k@casino.guru

Dear Michal,

Thank you for the opportunity to clarify the circumstances of this complaint.

Following a detailed internal investigation, the player’s account activity was identified by our anti-fraud and risk-monitoring systems as being in breach of our Terms and Conditions, specifically clause 9.3 – Fraudulent activity.

Our assessment revealed multiple high-risk indicators, including but not limited to:

1.) Use of VPN, proxy, or similar services that obscure or manipulate the player’s actual location

2.) Inconsistent and high-risk browser and device fingerprints (including SEON risk indicators)

3.) Matching technical identifiers (such as audio hash, canvas hash, and device fingerprint) with another account previously identified for comparable violations

4.) Access from multiple devices and operating systems combined with IP addresses classified as VPN-related or high-risk

When evaluated collectively, these indicators constitute sufficient grounds to conclude that the account activity involved unauthorized and dishonest use of the platform.

Pursuant to clause 9.3 of the Terms and Conditions:

"Once FanoBet identifies fraudulent, unlawful, dishonest or improper activity (including the use of VPN, proxy or similar services that mask or manipulate the identification of the user’s real location…), FanoBet is entitled to forfeit all account balances without prior notification."

In accordance with this provision, the player’s balance was forfeited in line with the contractual terms accepted during registration.

The decision was reached following an evidence-based review using professional anti-fraud and risk assessment tools. Accordingly, we consider the forfeiture of funds to be justified, proportionate, and compliant with our Terms and Conditions.

Please note that the underlying technical data and internal anti-fraud reports contain confidential and security-sensitive information. For this reason, such details cannot be disclosed publicly. However, we remain fully prepared to provide all relevant documentation and evidence directly and confidentially to the Casino Guru complaint manager assigned to this case, should further verification be required.

Best regards,

FanoBet Team.

Dear FanoBet Casino,

Thank you for your response. Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused at michal.k@casino.guru for an independent review.

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.

Dear Michal,

We kindly ask you to check the personal email address michal.k@casino.guru.

Relevant information related to this complaint was sent to this email on Thursday, December 18, 2025. Due to the confidential nature of the data, we are unable to share this information publicly and therefore provided it only via email.

We would appreciate your confirmation of receipt and further review.

Best regards,

FanoBet Team.

Dear FanoBet Casino,

Thank you for your reply. I acknowledge receipt of your email containing the supplementary information and evidence. I might need some extra time to carefully review it and consult within our complaint team, as the situation is somewhat atypical.

Dear Punter_Pro,

Can you please confirm if you have used a VPN? Additionally, can you please confirm whether any of your friends or people you might know hold an account with FanoBet Casino? If that's the case, I would like to know if you might have played at the casino simultaneously or around the same time from the same location as they—perhaps during a visit or gathering.

Dear Michal,

Thank you for your continued work on this case and for keeping me informed.

To answer your questions as clearly as possible:

I live alone, so there is no one else in my household who could have accessed my FanoBet account or played from my home internet connection.

I have not used a VPN to access or play at FanoBet at any point.

I registered and played using my home computer and my regular home Wi‑Fi connection. I may have logged in once from my phone to check on or request a withdrawal because the payouts were processed only in 500 € chunks and took a long time, but my main play and registration were from my home setup.

I have never played at FanoBet during any kind of social gathering, nor has anyone else used my device to play there.

To the best of my knowledge, none of my friends have an account at FanoBet, and I have not coordinated play with anyone else.

I originally found FanoBet through Casino Guru and decided to play their welcome bonus in good faith. The winnings in question even came from my real money balance, which makes the confiscation and the current situation feel unbelievable and very unfair from my perspective.

If you need any further clarification or additional information from my side, I will provide it as precisely as I can. Thank you again for taking the time to review this atypical situation.

Dear Punter_Pro,

Thank you for your response.

Dear FanoBet Casino,

I have reached out via email with some additional enquiries. I'm looking forward to your reply.

Dear Michal,

We kindly ask you to check the personal email address michal.k@casino.guru.

We have provided a detailed response to the personal email address of Michal , as it contains confidential technical and antifraud-related information. For security and data protection reasons, we prefer to avoid sharing such sensitive details publicly. We remain fully open to further cooperation via private communication channels.

Best regards,

FanoBet Team.

Dear FanoBet Casino,

Thank you for your email. I have responded back with some additional inquiries.

Dear Michal,

We kindly ask for additional time to provide a response, as we are currently preparing a detailed technical report regarding this case. The report will include comprehensive information to properly support our position and ensure that all aspects of the matter are addressed accurately.

We appreciate your understanding and will get back to you as soon as the review is completed.

Best regards,

FanoBet Team.

Dear FanoBet Casino,

I'm looking forward to receiving the additional information and supporting evidence you are able to share, as this would help me better understand and assess the situation. Thank you in advance for your cooperation.

Dear Michal,

We kindly ask you to check the personal email address michal.k@casino.guru .

We have provided a detailed response to the personal email address of Michal , as it contains confidential technical and antifraud-related information. For security and data protection reasons, we prefer to avoid sharing such sensitive details publicly. We remain fully open to further cooperation via private communication channels.

Best regards,

FanoBet Team.

Thank you for the information and evidence provided, FanoBet Casino Team.

Dear Punter_Pro,

I was provided with evidence supporting the casino's decision. Unfortunately, after reviewing all the necessary information and evidence, we are rejecting this complaint as Unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts, as explained by the casino team above.

Casinos have a strict policy regarding multiple account cases that have been used in this manner, and the casino has acted in accordance with its terms and conditions to which you agreed when you registered your account.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru