The player from Germany had requested a temporary account closure, but the casino had failed to block his account within the promised timeframe. As a result, he was able to make a deposit of €1,350 after his request and demanded a refund, believing the casino's claim about his email not being received was incorrect. The Complaints Team reviewed the communication and noted that the closure request had been sent after the deposit, and it did not mention gambling issues. Consequently, it was concluded that the casino had acted appropriately, and the complaint was rejected.
FamBet Casino - Player's account closure request was delayed.
Closed
Our verdict
Unjustified complaint
Amount: €1,350
FamBet Casino
Safety Index:Above averageCase summary
Discussion
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3 months ago
Translation
Hello, I created an account at Fambet and played for a few days.
However, I then decided to suspend my account for 30 days.
I then went to live chat, reported my gambling addiction, and asked that my account be blocked immediately for 30 days.
There I was told that my request would be forwarded, but that I still needed to send an email to complete it.
I also had a private contact person via email, whom I then contacted directly and sent an email on July 28, 2025, requesting that my account be blocked for 30 days.
According to the casino's terms and conditions, a ban will be implemented within 24 hours.
After 24 hours nothing happened and I was relieved to hear that my request was still being processed.
On August 1st, I was able to make a deposit of €1,350 because my account was still open and could be used normally.
I am demanding this back from the casino.
They then replied that my email had apparently not been received, which is complete nonsense.
I was even told in the live chat that my request was still being processed.
I then contacted my email provider, gmx.de, and they confirmed that my email had been sent normally.
I assume the casino failed to close my account in time and is now making up some excuse not to pay my refund.
Automatic translation:
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3 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with FamBet Casino. I have checked the responsible gambling policy of the casino and have found the following information:
Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
Please allow me to ask you a few questions, so I can understand the whole situation completely:
- Please specify if your account is still open or if it's been closed.
- Would you be so kind as to forward me the self-exclusion request that you sent to the casino (not as a screenshot), together with the replies from the casino? My email address is [email protected].
- Did you send only one email to the casino? Have you tried to request self-exclusion via live chat as well?
- Can you please provide screenshots of your deposits to the casino made after your self-exclusion request?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Natalia
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3 months ago
Translation
Hello, thank you for helping me.
I can't access my account right now. It just says 'Your account is being reviewed.' But it's not closed.
I will be happy to forward your request to you.
I also contacted the live chat. I expressed my gambling addiction there and also requested that my account be closed, but they only told me to send an email.
As a result, I sent an email while I was still active in the live chat and was told in the live chat that this was correct and that my account would be closed within 24 hours.
But this didn't happen and so I was able to continue depositing money.
Unfortunately, I cannot send you a screenshot of the transaction overview because I cannot access my account at the moment.
but this can certainly be provided by the casino
Automatic translation:
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3 months ago
Dear player, could you please forward the full communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.
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3 months ago
Dear player,
Thank you for providing us with the additional information. However, we must note that the account closure request you forwarded is dated 2 August, which means it was sent after the deposit you made on 1 August. As such, it would not be possible to request a refund for funds that were deposited and spent before your closure request was submitted.
Additionally, I would like to clarify the difference between a simple closure request and a self-exclusion request. In your email of 2 August, you did not mention gambling addiction or any problems caused by gambling. For this reason, your message can only be treated as a standard closure request. Based on the subsequent communication I reviewed, there was also no later mention of gambling problems, which confirms that the casino was never made aware of such concerns. Players may wish to close their accounts for many different reasons, such as inactivity, a change of preference, or simply no longer wanting to play at the casino. A self-exclusion request, on the other hand, must clearly mention gambling problems, addiction, or responsible gambling concerns. This difference is important because casinos are obliged to handle self-exclusion requests under their responsible gambling policies, which typically require stricter measures and faster action.
Since your account was closed on 19 August, with no further deposits made before that date, and no responsible gambling concerns raised in your communication, we must conclude that the casino acted appropriately. Regrettably, we are unable to uphold your complaint.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, 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.
Regards,
Natalia
