FgFox Casino - Player's self-exclusion is being ignored.

Sehr geehrte Damen und Herren,

leider habe ich ein großes Spielproblem und habe nun alles verzockt. Um dieses Spielproblem in Griff zu bekommen habe ich bei den meisten Online Casinos sperren lassen. So auch bei FgFox. Ich habe mich sperren lassen um nicht zu spielen. Hier konnte ich jedoch die Sperre wieder deaktivieren lassen durch einen Mitarbeiter, was für einen Spielsüchtigen natürlich gerne angenommen wird. Daraufhin wurden Auszahlung absichtlich langsam ausgezahlt. Ich habe mich immer wieder für einige Tage sperren lassen, jedoch konnte ich jedesmal die Sperre wieder deaktivieren lassen, was ich auch tat. Bis ich schließlich alles Geld verloren habe. Das System der Sperrung war quasi nicht vorhanden, weil auf Nachfrage sofort wieder entsperrt wurde.

Dies kann so nicht sein.

Gerne kann ich ihnen den Rest der Einzahlungen zukommen lassen.

Bitte helfen Sie mir.

Mit freundlichen Grüße

Niklas T.

Dear nikthaler,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear nikthaler,

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.

Sehr geehrte Damen und Herren,

ich lasse mich generell immer ausschließen mit der Begründung der Spielsucht. Leider fand dies über den Chat statt. Auch wurden Spielpausen, welche ich begründete, dass ich zu viel spielte, auf Anfrage direkt gelöscht. Und egal was war, ich musste mich immer wieder verifizieren bzw. konnte nicht auszahlen. Es gab so viele gecancelte Auszahlungen. Eine

Mit freundlichen Grüßen

Niklas T.

Dear nikthaler, has your casino account been closed again?

The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this.

I can only recommend how to request self-exclusion properly in the future. Inform us once you request self-exclusion and forward the request to my email address.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Dear nikthaler,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.