The player from Germany reported that a VIP manager at Fiji Casino had encouraged him to deposit money despite his disclosure of a gambling addiction. He sought a refund of the deposits he made after this disclosure and stated that the manager was also involved with Palace Casino, where similar actions had occurred. It was determined that the player had submitted his self-exclusion request on February 12, and the casino had closed his account on February 16, which was considered a reasonable processing time. Consequently, the casino was not held responsible for deposits made during this period, and the complaint was rejected as unjustified. The player was advised to file a separate complaint for Palace Casino if he wished.
FijiCasino - Player seeks refund after account is exploited.
Closed
Our verdict
Unjustified complaint
Amount: €1,800
FijiCasino
Safety Index:Above averageCase summary
Discussion
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2 months ago
Translation
Hello, I played at Fiji Casino and was in constant contact with a VIP manager named Valeria via WhatsApp. I clearly informed the manager about my gambling addiction, and she subsequently encouraged me to deposit more and more money and gave me bonuses. I want my deposited funds back, which were made after I disclosed my gambling addiction. And yes, the manager is authorized to close accounts. I will provide you with the entire WhatsApp chat as proof. Furthermore, I was also able to deposit funds at Palace Casino, their sister casino, and the same manager is responsible for that casino as well. There, too, the manager was aware of my gambling addiction and exploited it, encouraging me to deposit money and awarding me bonuses.
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2 months ago
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.
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2 months ago
Dear Hans1616, thank you very much for submitting your complaint. I am truly sorry about your negative experience with FijiCasino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you received any responses from the casino regarding your self-exclusion requests?
- Could you please confirm whether you have passed the KYC verification in this casino?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
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,
Attila
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2 months ago
TranslationHello, I have passed the KYC verification and will send you the complete WhatsApp chat history. I must emphasize that Valeria, the VIP Manager at the sister casino Wavebet, closed my account via WhatsApp. Afterwards, I created an account at Fijibet and disclosed my gambling addiction. See screenshot. Even after Valeria knew about my gambling addiction, she still allowed me to deposit funds and gave me bonuses. For your information, this screenshot is from February 12th, and on that day you can see that I mentioned my gambling addiction. Despite knowing about my addiction, my account was blocked and I was exploited, or rather, treated like a cow. My account was only closed on February 16th. After that, my addiction took hold again, and I was able to deposit money at the sister casino Palace Casino while also discussing bonuses at Palace with Valeria via WhatsApp. Valeria has the right to close accounts; she knew about my gambling addiction and clearly exploited it. The complete WhatsApp chat will be sent to you via email. Thank you.
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2 months ago
TranslationI'd like to mention that I'm still open to a solution I can find directly with the casino. If I find a solution with manager Valeria, I'll let her know.
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2 months ago
TranslationHello, I would also like to inform you that the manager just closed my account at the sister site Palacecasino due to gambling addiction. She only did this after I sent her screenshots of my complaint. As I mentioned, she has known about my gambling addiction since February 12th, and therefore I demand the return of all funds deposited since then. She works for Wavebet, Fijibet, Palacecasino, and their sister sites using the same WhatsApp number. I will also send you the evidence screenshots via email, as the old WhatsApp chat history I sent you only goes up to this morning.
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2 months ago
TranslationPlease delete the screenshot above. The one above doesn't show everything, and this is the correct one.
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1 month ago
Dear Hans1616,
Thank you for your response. I would greatly appreciate it if you could kindly share your original self-exclusion request as referenced in the chat transcription you provided.
Thank you in advance for your cooperation.
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1 month ago
TranslationHello, I am writing to you via email regarding the above-mentioned request.
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1 month ago
TranslationAnd I would also like to ask your stance on this. I clearly informed the manager about my gambling addiction, saying: "You know exactly from my behavior about my gambling problems." I said this on February 12th. Afterwards, I was able to continue depositing and lost approximately €1800 at Fiji Casino. This was between February 12th and 16th. During both February 12th and 16th, I received bonuses directly from the manager despite my known gambling addiction.
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1 month ago
Dear Player,
Thank you for the evidence provided. Could you kindly provide the exact date that your account was closed at FijiCasino?
Thank you in advance.
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1 month ago
TranslationMy Fiji account was closed late in the evening on February 16, 2026. (My account at the sister site PalaceCasino was closed on March 6, 2026). I reported my gambling addiction to both casinos on February 12, 2026.
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1 month ago
Dear Player,
According to the available evidence, you submitted your self-exclusion request on 12 February, and the casino closed your account on 16 February. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.
From our perspective, FijiCasino restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.
As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.
However, in case you have requested a self-exclusion from PalaceCasino as well, I recommend that you open a separate complaint specifically regarding this casino, as we are unable to investigate multiple cases within a single thread.
Thank you for your understanding.
Best regards
Attila
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