Fonbet Casino - Player’s account closure request is ignored.

The casino, after I repeatedly requested account closure due to gambling addiction, has completely ignored me, pushing me to the brink of suicide. I am requesting compensation money, but what I truly demand is the closure of my account due to the serious damage caused.

This casino cannot have that security rating because a player's safety must always come first.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fonbet Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino with a new self-exclusion request again via email at support@fonbet.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Fonbet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I have sent another email to the house and to you, just as you advised me.

Thanks for your reply.

Did the casino close your account?

Have you saved any previous communication between you and the casino where you asked for help due to your gambling issues?

Would you be able to share it with me?

My email is tomas@casino.guru

Please let me know.

My account is still open with my corresponding anxiety attacks and deep illness, and you have the email I sent them and sent to you too more than a week ago clearly explaining the reasons and details; you have it, I sent it to you by email too.

Dear User21,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Dear User21,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Fonbet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Fonbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Fonbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Igor, Dear User21,

Thank you for informing us about this case.

In order to properly review the situation and check the communication history, we kindly ask the player to provide the following details:

• Account ID
• Registered email address

Once we receive this information, we will carefully review the case internally and provide a detailed response as soon as possible.

Kind regards,

Fonbet Casino Team

Dear User21,

The casino kindly requests that you provide your Account ID and the email associated with your casino account. This information will assist in the review process of your case. Thank you for your cooperation.

You can post it in this conversation. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

Dear Fonbet Casino,

The player has provided details regarding their casino account.

Please, review the information at your earliest convenience and respond. Thank you.

I remember that my email address has only been published here.

Dear User21,

The casino representative contacted me outside of this thread and provided some important information that I would like to clarify with you.

According to their statement, you deposited €20 twice, not €2,000 as indicated in the disputed amount.

You then placed two sports bets, both of which were losing.

Afterward, you contacted live support. They informed you that you needed to submit an official request to close your account and provided instructions on how to do so. However, no such request was submitted.

Could you please confirm whether this information is correct?

Please also note that during this conversation, you did not specifically mention any gambling problem or related harm.

Let's see, the email I sent about closing my account due to gambling addiction is in their possession, and you have it too, because I sent it to Tomás's email address as you requested. If you want, I can send you a screenshot of the email I sent to them. As for Tomás, I asked for the 2000 euros so they would finally close my damn account, which is still open and has driven me to suicide. Now I am going to sue for falsification and incitement to suicide, even though everyone has been informed.

Dear user21,

Could you please comment on the following statements?

According to the casino, you deposited €20 twice, not €2,000 as indicated in the disputed amount.

You then placed two sports bets, both of which were losing.

Afterward, you contacted live support. They informed you that you needed to submit an official request to close your account and provided instructions on how to do so. However, no such request was submitted.

Could you please confirm whether this information is correct?