The player from Germany reported that the casino refused to implement deposit limits on his account, despite the option being clearly stated in their terms and conditions. He pointed out the contradictory rules about setting limits, which led to concerns about responsible gambling. The Complaints Team was unable to proceed with further investigation or provide potential solutions due to the lack of response from the player. Consequently, the complaint was closed, but the player retained the option to reopen it in the future.
Fonbet Casino - Player is denied deposit limit adjustments.
Closed
Our verdict
Player stopped responding
Amount: €500
Fonbet Casino
Safety Index:Below averageCase summary
Discussion
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7 months ago
Translation
The casino refuses to set deposit limits on my account, even though this is stated as an option in their terms and conditions.
"Set limits
We recommend that players set limits on their account to control their betting behavior and keep track of their spending, losses, or playing time.
If a player attempts to make changes to any active restrictions, the following rules apply:
i. If the change request is intended to reduce the spending limit, this limit will be activated immediately upon receipt of the request by Customer Service.
ii. If the change request is for the purpose of increasing the monetary limit for spending, that limit will not take effect until seven (7) calendar days after the current limit takes effect."
Automatic translation:
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7 months ago
Dear micheruff93,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Fonbet Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Have you made any recent attempts to contact Customer Service regarding this issue? What was their response?
- Could you please describe what the disputed amount represents in this case?
- Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
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,
Katarina
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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7 months ago
TranslationI contacted customer service several times via chat and contact form, and the response was that they couldn't offer me that.
I didn't save the conversations and I don't want to deal with these people again.
The casino doesn't offer any alternatives either. Even to close the account, they require a selfie, which I will definitely not provide, especially since I'm not even verified there.
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7 months ago
Dear micheruff93,
thank you for your messages.
- Do I understand correctly that you wish to close your account?
- Could you please describe what the disputed amount represents in this case?
- Do you have any active balance on your player's account?
- Are you experiencing increased stress related to gambling, and have you found yourself preoccupied with gambling-related thoughts recently?
Looking forward to your reply,
Katarina
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6 months ago
TranslationThe lack of help from Casinoguru was really great!
Automatic translation:
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6 months ago
Dear micheruff93,
thank you for your message.
To effectively address your complaint and develop a suitable strategy, we require comprehensive information pertaining to your case. That is why we ask so many questions initially. While we recognize this process may seem extensive, this initial information is crucial for us to understand the details before contacting the casino. Rest assured, this thorough approach allows us to provide you with the best possible assistance.
If you wish to proceed with your complaint, please provide answers to the questions in my previous message.
Looking forward to your reply,
Katarina
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6 months ago
Dear micheruff93,
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.
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6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
