FamBet Casino - Player’s account closure request is delayed.

Sehr geehrte Damen und Herren

Sehr geehrte casino guro Team

Bitte um Unterstützung wegen Account schließen habe das casino mehrfach angeschrieben leider kommt zwar Antwort zurück aber es wird nicht geschlossen am 25.11.2025 angeschrieben Email werde ich bereitstellen 5000 Euro verloren nach nicht Einhaltung der AGB 1000 Euro verloren weil ich süchtig bin

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear besarion,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hallo Veronika ich habe dir alles weitergeleitet langsam verlier ich die Hoffnung von euch auch und bedenke das ihr alle inzer einem Hut steckt

Ich sende euch alle bewese mit der Hoffnung habe gestern und heute wieder Geld verloren

Account ist seit dem 25.11.2025 wegen Spiel sucht immer noch offen

Der Streit wert beträgt nicht mehr 1000 sonder 2000

Dear besarion

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, Igor (igor.p@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

Dear besarion,

I am sorry to hear about your problem with FamBet Casino.

I will now try to contact a FamBet Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a FamBet Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Guten morgen Igor und danke für eure Unterstützung

Ich habe das casino angeschrieben ohne Rückmeldung so sind halt Betrüger

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.

Habe das casino angeschrieben

Mehr Fach auch live chat

Ohne Ergebnis score bei casino guro für fambet sollte unter dem Durchschnitt fallen das wäre das beste Ergebnis

Hallo Igor leider nichts mehr von casino gehört

Zeit ist abgelaufen wieso wied hier nichts unternommen

Dear besarion,

We regret to learn about your situation.

We would like to inform you that it is not our intention to keep you waiting, we are currently investigating this matter in response to your concerns.

We will make every effort to provide you with an update at the earliest opportunity.

We sincerely appreciate your patience, understanding, and cooperation.

Thank you very much.

Kind regards,

FamBet casino team.

Ich warte auf eure Antwort morgen ist Weinachten bitte um sofortige Bearbeitung

Mit freundlichen Grüßen [redacted by Casino Guru]

Ich vordere euch auf 3000 Euro zu überweisen

Dear besarion,

Sorry for the long wait, but I was trying to get the casino access to this complaint. Unfortunately, it took longer than usual.

Dear FamBet Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Igor,

We have sent an email attached few evidences for your review.

We would be looking forward for your update.

Kind regards,

FamBet Casino team.

Dear FamBet Casino,

Thank you very much for your evidence.

Upon reviewing the communication with the player, I would like to point out one important detail.

The player should never be "threatened" that their balance will be voided upon a self-exclusion request.

This is contradictory to the basic idea of self-exclusion and responsible gambling — to protect vulnerable players from gambling their money away.

Therefore, the player should be eligible for a refund of their deposits made after 25/11.

Could you please provide us with evidence, including all of the player’s deposits made after 25/11?

Es ist nur lächerlich das man so lange warten muss

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.

Alles Betrüger

FAMBET ICH VORDERE EUCH AUF 3000 EURO ZURÜCK ZU ÜBERWEISEN

Ich habe mehre Email Gesendet aber Kriege nur antworten zurück die haben kein plan das hier eine Beschwerde läuft

Sehr geehrte casino guro Team

In andere Beschwerde antworte fambet Vertreter andauernd und schnell warum ist es bei mir anders Bitte um Erklärung

Mit freundlichen Grüßen Beteev

Dear besarion,

We sincerely apologies for the delay and any kind of inconvenience caused.

We have sent an email to you requesting for your bank details to proceed with returning the 3,000 EUR.

We are looking forward to your update.

Kind regards,

FamBet Casino team.

Ich habe euch die Daten so eben geschickt so bald die Auszahlung da ist schließen ich die Anzeige direkt

Mit freundlichen Grüßen Beteev

Dear besarion,

We sincerely appreciate your prompt response.

We can confirm we have received your bank details and we have forwarded your details to the relevant team to proceed with the refund of 3,000 EUR.

We should be able to give you an update at the earliest opportunity.

Your patience, understanding and co-operation in this situation are truly appreciated!

Kind regards,

FamBet Casino team.

Alles klar

Sehr geehrte Damen und Herren wen sie es weiterleiten gegeben haben an die Finanza Abteilung dan bitte ich um Auszahlungs Bestätigung

Dear besarion,

I'm glad to hear that this complaint is moving toward a successful resolution.

Please let us know when you receive the refund.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hallo lieber igor noch habe ich keine auszahlungs Bestätigung bekommen so bald es ankommt melde ich mich direkt

Mit freundlichen Grüßen Beteev

Das geld müsste gleich das sein denke ich dan schließe ich den fall

Ich kann die Beschwerde nicht schließen ob wohl die mir geschrieben haben das ich das Geld schon haben müsste

Immer das gleiche das kann nicht war sein

Viel danke für die Unterstützung casino guru und natürlich dir Igor

Vielen Dank Fambet

Geld ist so eben angekommen

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear FamBet Casino,

As I have mentioned before, the player should never be "threatened" that their balance will be voided upon a self-exclusion request.

In the email you forwarded to me, you mentioned that according to your policy and point of view, you believe the player is not eligible for a refund. Therefore, there is a high chance that this case would not have been successfully resolved without our involvement.

For this reason, I will mark this complaint as "Publicity Helped", not "Resolved."

We strongly advise you to change the way you respond to self-exclusion requests, especially those coming from players with gambling addiction.

Dear besarion,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Publicity Helped' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Igor