Forzabet.live Casino - Player's account has been closed without refund.

Hello Casino Guru Team,

Unfortunately, I have an issue with Forza.bet which has not been resolved. Thats why I am reaching out to you. The main issue of my complaint is that this casino offers a Deposit Limit as part of their Responsible Gaming Policy but fail to enforce it meaning you can exceed this selected limit without any trouble. Here is an overview of my case:

• December 2nd I deposited €450 euros and selected a deposit limit of €600 monthly.
• December 13th I sill have an active deposit limit of €600 per month and was able to deposit another €450 which exceed this selected limit. This same day I also tried to cancel the deposit limit and after that changed it to €1000 per month. However, when doing this a popup showed stating limits will be activated in 24 hours. This means that on this day my deposit limit was still €600 a month and my deposit of €450 should have been rejected.

Unfortunately, as I was able to deposit on December 13th and exceed the deposit limit I started a chat with Live support.

During this chat with Live Support I had two complaints, the first one was that I actually was able to exceed my deposit limit by being able to deposit €450 something that should have been impossible. And second I was not supposed to be able to join and gamble here as I am on a Dutch gamstop (we call it CRUKS but it works the same). This means that I should have never been able to gamble while I found this casino through a Dutch advertisement targeting the Netherlands. In this chat I multiple times explained that I want a refund of my deposit for exceeding the deposit limit but also to close my account given the circumstances of being on a gamstop. At the end of the chat the agent did inform me to do it myself but I had already tried it earlier this month without the option to be able to extend it. The casino did not respond to this and after a few minutes kicked me out of the chat.

The casino failed to comply with their own deposit limit and did not close my account after having a clear conversation that the player needs/wants his account to be closed.

• On December 16th in the morning my deposit limit was still €450 a month and I was able to deposit over the whole day €3100,-. After making my last deposit the new limit became visible of €1000 a month. This means that their deposit limit failed once again as I was able to deposit a total amount of €4000 to this casino while having my deposit limit was now set on €1000 a month.

After reaching out to the casino with my complaint they finally did close my account permanently but refused to issue a refund for their mistakes made claiming that there were no malfunctions on their deposit limit. About my complaint for the lacking responsible gaming policy (referring to my chat with Live Support on December 13) and not closing my account I have not received any response. All the casino says is we did not do anything wrong and cannot be held liable for this which is poor behavior from a casino.

Thats why I hope to get help from Casino Guru to obtain a full refund of €3550 because if the casino did respects its own terms I would have been unable to deposit €450 on December 13 and if they did have a responsible gaming policy they would have closed my casino account right after informing them that I am on a Dutch gamstop and want my casino account to be closed. Instead the casino did not care, allowed me to keep playing and exceed once again my deposit limit on December 16 which I can only call a rogue casino (of which a lot are in this market).

An interesting part is that I was able to see that I exceeded my deposit limit and after the casino closed my account they removed all deposits I made from the transaction overview as if I never deposited to this casino. Yet, the casino still claims that their Deposit limit system had no errors.

Dear Youssf,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please forward supporting evidence of the deposit limit being set to 600€ monthly and your deposits exceeding this amount?
• Could you please share with me your communication with the casino including justification for why the refund request was rejected? Send emails or chat transcripts to my email at [email protected], 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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Tomas,

I just resend the mail with all the attachments you requested to review them for my complaint. Of course the casino can resolve this by issuing a refund of €3550 but given their lack or response so far I highly doubt they will cooperate to resolve this matter which does make them a rogue casino since they have a fake responsible gaming policy which is sad.

(If a casino offer certain limits but fail to enforce them then you have no responsible gaming policy if you ask me)

Thank you very much, Youssf, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Youssf,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Forza.Bet 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.

Respectfully,

Michal

Hello Michal,

Did Forza Bet respond to you by any chance about this complaint and if yes provide evidence?

Because I highly doubt this rogue casino will respond to resolve this case.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

With less then 18 hours left I highly doubt that this rogue casino will respond.

Please close the case as unresolved and add black points to drop their casino score. This will prevent other players to get duped on this rogue casino too.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Comoros Gaming Authority (https://anjouangaming.com/submit-dispute/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Michal V

We’ve reopened this complaint at the request of Forza.Bet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Forza.Bet 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.

I wonder what the casino will do to resolve this matter as the only solution for Forza.bet would be to issue a full refund of €3,550 which is the disputed amount for the failed deposit limit and account closure I requested on December 13 2024. And since it took the casino 5 months to try to resolve this matter a compensation of 10% would also be fair given the circumstances. Only then I can say that this complaint has been resolved accordingly.

Awaiting the response from Forza.Bet

Dear Guru team,

We would appreciate it if you could review our email reply before we share the investigation results. Thank you for your time and consideration.

Goodmorning Michal,

Could you provide an update about the email this casino refer to and their investigation results?

Dear Forza.Bet Casino,

There seems to be some kind of technical issue, since I have not received an email from you. Please resend the email to the address [email protected]. Thank you for your cooperation.

Goodmorning Michal,

Did you get ant update from the casino per mail?

As it won’t surprise me if the casino is doing all it can to delay this case to maintain a higher rating on this platform. If that is the case I rely on Casino Guru to intervene and take measures with higher black points for example!

Also I have reached out multiple times to them to obtain a working postal address foe my lawfirm to escalate the matter but they kept claiming they will reach out through here but so far nothing..

Hello everyone,

All documentation has been sent to the email. We apologize for the delay; however, please note that the casino has the right to use the time allocated by Guru for each case. Therefore, we kindly ask for your patience. The time frames provided indicate the deadlines, and we request that you allow us to use this time as permitted. Again, we sincerely apologize for any delays, but we are operating within the guidelines set by Guru.

Thank you for your understanding.

Dear Forza.Bet Casino,

In your email, there is only evidence of the player having more than one account. However, the issue regarding the non-enforced deposit limit was not mentioned. Could you comment further on this?

Hello Michal,

Could you share this 'evidence' on here as this is completely false. Thats why I wonder what kind of evidence they sent to you but I hope it include personal details, player history and a transaction history to proof their claims. There is only one account I have with Forza.Bet and that is the only account I have and also have this ongoing complaint for about their failed deposit limit and failure to close my account upon the first request explaining the situation to them.

It is also worth the mention that this 'evidence' is a quite interesting development in this case as I never heard from the casino anything about having multiple account and this seems like a new attempt to avoid their responsibility to refund me but to get this complaint closed as resolved to avoid black points which could drop their casino rating. If that really is the case and intention of Forza.Bet that would say a lot about your ethics and fairness.

Unfortunately, the issue raised by the customer regarding the Deposit Limit is based on a misunderstanding of how the feature functions. From our side, the Deposit Limit system worked correctly and as intended at all times.

The Deposit Limit feature, which has since been removed from our platform, was clearly explained in our terms and conditions. It is the customer's responsibility to read and understand these rules before using such responsible gaming tools.

When a customer sets a deposit limit, they must choose the correct currency and amount. Once confirmed, the limit becomes active. However, if a customer modifies or cancels this limit, the system treats it as a decline of the current limit, and any newly selected limit is set to become active only after 24 hours.

 The system automatically scheduled the new limit to become active after 24 hours, and the previously set limit of €600 was cancelled at that moment.

As a result, there was no active deposit limit during that 24-hour window, and the system accepted an additional €450 deposit.

The customer proceeded to make further changes and deposits, including on December 16th, during which the same logic applied: no active deposit limit was in effect due to recent changes.

The customer also changed their deposit limits multiple times, and with each change, the active limit was canceled due to the mandatory 24-hour delay. This behavior, combined with a lack of understanding of how the system works, led to the ability to deposit more than the initially intended amount. However, this was entirely in line with how the system is designed to operate.

There were no technical malfunctions in our system.

All deposits were processed following the customer's account settings.

The Responsible Gaming tools worked as intended, and the failure to maintain deposit restrictions was caused by user actions and a misunderstanding of the rules.

Summary:

When the customer initially set a deposit limit of €600, it was correctly applied. However, they shortly canceled or changed this limit, triggering the standard 24-hour waiting period for the new limit to take effect. During this waiting window, the previous limit was no longer active, and the system allowed deposits in line with the absence of a limit at that time. The ability to deposit more was not due to any fault on our part, but a result of the customer's actions and frequent changes to the deposit limit settings.

We always encourage responsible gaming and provide tools to help customers manage their activity. However, it is equally important for users to understand and use these tools appropriately. In this case, the Deposit Limit feature worked correctly and consistently according to our system’s logic and terms.

Hello Michal,

I was waiting for some excuse or issue that would be not the mistake of the casino to avoid their responsibility, like their previous investigation about me having multiple accounts which I do deny. But this reaction from the casino is quite impressive and unique on how to ditch their responsibility.

I do hope that you agree that this is unfair behavior as the casino literally confirms that their deposit limit is not a deposit limit. They simply switched the idea of a cool off period which instead of protecting players literally harms them (but you can sell it as a protection tool). I wonder which gaming authority/licensor agrees on such ethics but that is up for debate.

Further, I did not find such strange thing in your T&C about this very exceptional way to use a deposit limit. Unfortunately I did not make screenshots of it and it is likely that the casino has changed its T&C in the last six months which makes it a hard discussion.

Normally a casino that offer such responsible gaming tool allows players to select a deposit limit of X amount money for a selected time of period. In my case this was set on monthly. As players might change their mind or wants to play more for various reasons (also win your loss back which is why this is a protection tool) normal fair casinos allow players to select a decrease in limit instantly (so you do not deposit more) and an increase of the limit with a cool off period of 24 hours or a few days up to 7 days (to ensure the players gets to think twice about their decision to increase a certain limit). Forza.bet thinks that this industry wide system is not working as it should to protect players and decide to come with an own very unique version of the deposit limit which I have never heard of in the past 10 years, instead of giving players an cool off period after every increase they remove the limits instantly and give you a cool off period to start the new deposit limit meaning that during the 24 hour 'cool off' period the player has a free pass to deposit as much as he can/want to this casino because during this 24 hours the casino does not enforce any limit. That is not how a responsible gaming policy should work because this way you harm players and earn more money while claiming to offer a proper responsible gaming policy and protection tools.

Where normal casinos would state that the above mentioned explanation is a malfunction of how the deposit limit tool works, Forza.Bet choose to state the opposite claiming that there were no malfunctions and that the cool off period works opposite of how it should work(or at least how it is known in this industry). I wonder what the Anjouan Gaming Authority thinks of this unique interpretation of a deposit limit, and maybe that is also the reason why Forza.Bet removed their deposit limit feature from the casino as it is not an proper responsible gaming tool. And definitely does not protect players but only harm them..

For the record I do acknowledge that I have changed the deposit limit a few times, but every time I did this I was in the believe that I have a 24 hour cool off period that should work as a protection layer, meaning that the extra losses occurred should not have happened.

It is also worth the mention that while the casino claims that there were no malfunctions, in the screenshots I have previously shared with you Michal you can see that in my account section I exceeded the selected active deposit limit. In fact, if the casino really claims that there were no malfunctions then why did the deposit limit in my account overview stay on the same amount (that was the last known active limit) and not erased pending the new limit that would become effective in 24 hours? If that happened it would be an clear signal towards the player that there is no active deposit limit now.

Also Michal, the casino does not comment on the second part of my complaint where I requested the casino through live chat to close my casino account on December 13rd which would also have saved some harm for the player. Instead, the casino kept the account active and allowed me to exceed the deposit limit or probably allow me to enjoy the limitless cool off period.

I have to say that in 2025 it is unbelievable that casinos operate like this claiming that their responsible gaming policy like this switching the idea of an cool off period in something that dupe the player and benefits the casino. If you ask me this comes close to unfair and rogue casino behavior which is very unfortunate if you ask me and should stop.

That being said I do believe that my complaint is still justified and that as a player I am entitled to a full refund of my lost deposits due to a failing policy of a so called 'deposit limit'.

Of course Michal if needed I can show you the screenshots again where you can see that in the account section/overview the deposit limit has been exceeded, something where the casino did not comment on.

The manual deposit limit option was removed due to frequent misunderstandings and misuse by customers. Many users did not read or fully understand the rules before setting their deposit limits. As a result, there were numerous issues, such as selecting the wrong currency, changing limits every five minutes, or not adhering to the required 24-hour period between changes.

To prevent such mistakes and confusion, we decided to remove the manual option from our website. From now on, customers who wish to set deposit limits must contact our support team. The relevant team will then follow the correct procedure to apply the limits to the customer’s account.

Similarly, in the early stages of our casino, users could activate self-exclusion manually through their profile. However, for similar reasons—misunderstandings and incorrect use—this feature is no longer manual. Customers who wish to activate self-exclusion must now contact the relevant team, which will then process the request. This change ensures clarity and avoids errors on the customer’s part.

Unfortunately, many users tend to overlook the terms and conditions before using these features. However, by creating an account and making a deposit, customers agree to our terms and conditions. We consistently encourage users to read the rules before playing.

These changes were made with our customers’ best interests in mind, to avoid confusion and improve the overall experience. While we understand that not everyone reads the rules, we must emphasize that misunderstandings due to this are not the casino’s responsibility. We appreciate your understanding and are always here to help you manage your account responsibly.

Again, I don't see why my complaint and claim should be rejected.

The manual deposit limit option was removed due to frequent misunderstandings and misuse by customers. Many users did not read or fully understand the rules before setting their deposit limits. As a result, there were numerous issues, such as selecting the wrong currency, changing limits every five minutes, or not adhering to the required 24-hour period between changes.

To prevent such mistakes and confusion, we decided to remove the manual option from our website. From now on, customers who wish to set deposit limits must contact our support team. The relevant team will then follow the correct procedure to apply the limits to the customer’s account.

Similarly, in the early stages of our casino, users could activate self-exclusion manually through their profile. However, for similar reasons—misunderstandings and incorrect use—this feature is no longer manual. Customers who wish to activate self-exclusion must now contact the relevant team, which will then process the request. This change ensures clarity and avoids errors on the customer’s part.

This literally confirms my claim stating that something is wrong with the casino tools. It is unlikely that every single player does not read your T&C and miss the part of your unique deposit limit feature.

For the self exclusion part, this did not work as I did file for a self exclusion early December 2024 and after 24 hours got a mail to confirm the indefinite period but that did not work. On December 13rd after exceeding the selected deposit limit I requested the casino to close my account clearly due to a Dutch gamstop and as the casino is not allowed to operate in The Netherlands. Yet, the casino ignored this and kept the account active resulting in more losses on December 16 which means that you accepted a violation of the T&C.

Also, the casino did not comment on the part where I was able to see an exceeded deposit limit in my account during this so called limitless cool off period which Forza.bet claims to be normal as they mentioned it in their T&C (and again I do not remember to have find such part in the T&C). The casino keeps claiming that there were no malfunctions and that it all worked according to its T&C. Yet, the casino removed both features the way they were active because more players got in trouble or had complaints about the way their systems work.

@Michal, I am looking forward to your reply and see what Casino Guru's point of view is in this matter since it is clearly to me that this is unfair behavior and the fact they changed their policy (whether because of the gaming authority or not) acknowledge that something was wrong, otherwise they would keep their policy as it is since they claim to act within their T&C.

We have not removed these options entirely, but rather changed the way they are applied. Previously, customers were able to set deposit limits or request self-exclusion manually. Now, to activate these features, you simply need to contact our support manager, who will handle your request.

This change was made because many customers found it difficult to understand how the features worked, despite the detailed information we provided. As a result, some users made mistakes, such as selecting the wrong currency or frequently modifying their limits, leading to confusion or unintended consequences.

To avoid such issues and provide clearer support, we decided to manage these requests through our support team. Please note that the options themselves still exist; only the method of activation has changed.

This adjustment helps ensure a smoother experience for our players and was not the result of any technical issue or oversight.

Anyway, while still waiting for an reply/update from Michal I would like to ask the casino to provide a correct PO Box to receive letters on which I might need later if this case does not get resolved.

According to the law firm I consulted regarding this dispute the one on the website does not exist/receive letters. Currently the case is placed on hold awaiting a resolution on here.

Dear Forza.Bet Casino,

Do I understand correctly that deposit limits still come with the 24-hour cool-off period if they are modified? Is this information explained somewhere on the website? Or do the limits work differently now (besides the fact that they are now handled by customer support and not the players themselves), and there is no cool-off period?

Hello Michal,

As mentioned in my post of June 4th I did not see such exceptional thing in their T&C:

Further, I did not find such strange thing in your T&C about this very exceptional way to use a deposit limit.

https://forza.bet/en/terms-and-conditions is where their current T&C is posted:

The following terms and conditions will enter into force on 01.09.2024. Before you start the game please read the terms and conditions section carefully. Starting using this site, you automatically confirm your acceptance of the terms and conditions.

This means their T&C page has not been changed as there is no new version/date on the website. As I agreed on these T&C and did not find such exceptional rule. My case still is valid for a refund claim.

The following is mentioned in their T&C:

Responsible gaming

Upon requesting a self-exclusion, the casino will immediately close that account and prevent the player from playing on that particular account. We 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. The casino cannot be held accountable for potential losses on other accounts.

As a player, you have the opportunity to put a loss limit on your account (among other limits)

Nothing mentioned about the deposit limit rule they claim to have mentioned in their T&C or a link to some other page for additional instructions/information. It only state that they offer a loss limit and other limits.

Also:

Depositing

Kindly note that due to the nature of cryptocurrencies deposit limits cannot be applied to the deposits made through payment systems. If you want to limit your gambling accounts used for deposits or payouts must correspond to the name registered on your account

When depositing using cryptocurrencies, kindly ensure you are depositing an amount greater than or equal to the minimum deposit limit for that particular currency as displayed on the deposit page of your account. Deposits below this limit cannot be processed by our payment processor and will not reach your account and nor can they be returned to you.

The casino refers specifically to cryptocurrency deposits in here, I only made bank transfer deposits meaning that the deposit limit should work fine for my deposits (if it would be working appropriate which is not the case obviously).

This Michal means that the casinos response from June 4th about the mention of their specific rules in their T&C is false. As you can see on their website (unless they change it now to prove me wrong) there is nothing mentioned about this very exceptional deposit limit rule where the players get a 24 hour 'limitless' play due to cancelling the old limit instantly and let you wait until the new limit becomes active. And as we both know the player agrees on the T&C and in the T&C there is no mention of this rule nor a link to visit another page to consult possible additional rules regarding their Responsible gaming policy. That means that the casinos statement that there were more issues and misunderstandings with other players which led them to change their policy has nothing to do with us the players but with the communication of Forza.Bet and its own T&C. Like me more players expected a deposit limit to work properly as known in this industry which was obviously not the case. I already found it hard to believe that more players would encounter similar issues while reading the T&C, but it makes sense if nothing is written there.

Another confirmation of my justified claims regarding their failing deposit limit is that in my account section I was able to see that I exceeded my deposit limit on both days and thats correct since the casino allowed me to exceed the limit since their Deposit Limit is apparently just a normal deposit limit. If their exceptional rules would apply (again no refer to this is made in their T&C so players did not agree on it!) I should have not been able to see an exceeded deposit limit during my gameplay (you can see this in the screenshots I provided earlier). Seeing the player exceeding the limit only confirms that the deposit limit of Forza.Bet failed which is very unfortunate as this mean that the casino fails a proper responsible gaming policy.

With the above mentioned I do believe that Forza.Bet should issue a full refund for my lost deposits due to their failed deposit limit and compensate the player for the delay since the casino still tries to avoid their responsibility which tends to rogue casino behavior if you ask for my opinion.

Please note that the deposit limit option has not been removed from our casino,it remains active and relevant. However, we have changed the way deposit limits are applied. This change was necessary because many customers did not read or fully understand the previous policy, which led to frequent misunderstandings and mistakes on the customers' side.

Under the updated process, deposit limits are no longer set manually by users. Instead, customers must now contact the relevant department to activate a deposit limit. It’s important to clarify this again, as it seems there has been some confusion: the deposit limit feature still exists, it was simply modified to require manual activation through support.

Additionally, based on our internal review, we discovered that the customer in question had multiple accounts, which is a violation of our terms. According to our policy, the casino reserves the right to freeze or delete such accounts.

If a customer failed to understand or read the terms and conditions regarding deposit limits, the responsibility lies solely with the customer, not the casino. By creating an account and making deposits or withdrawals, users automatically agree to our terms and conditions. Complaints made after losses, once these terms have been accepted, cannot be upheld. The casino is not liable for any such outcomes. When customers create an account and make a deposit, they are agreeing to all the terms and conditions of our platform. We provide all necessary information regarding deposit limits and self-exclusion clearly and publicly, these details were available in the "Deposit Limits" and "Self-Exclusion" sections of our website.

Now customers can't find it because we deleted the manual option.

It is the responsibility of each customer to review this information before engaging in gameplay. Our support agent informed the customer correctly that there were no issues with our deposit or self-exclusion systems, as everything is clearly outlined and accessible. We apologize if this information was missed by the customer, but we must emphasize that it is up to the customer to read and understand the rules.

Now, if a customer wishes to apply a deposit limit or request self-exclusion, they simply need to contact our support team, and the request will be handled immediately.

Please note that the casino cannot be held responsible if a customer overlooks publicly available information. Additionally, we noticed that the customer successfully used the 24-hour self-exclusion feature, which indicates that he was familiar with the process. If he was aware of this option, it's surprising that he was unaware of the permanent self-exclusion method, which was described in the same section.

To conclude, all relevant rules and procedures were and remain publicly available. It is every customer's responsibility to read and understand these before taking any action on our platform.

Hello Michal,

As explained previously we are dealing with a rogue casino that is trying everything it can to avoid its responsibility to issue a refund to the player! These are questionable ethics but I can't say I am surprised given their replies so far. I hope this will be considered in black points if the casino fails to resolve this complaint and it gets closed as unresolved.

Additionally, based on our internal review, we discovered that the customer in question had multiple accounts, which is a violation of our terms. According to our policy, the casino reserves the right to freeze or delete such accounts.

This is completely false and I would like to receive clear evidence about this as I never opened multiple accounts on this casino. Thats why I do find it strange that the casino keeps referring to this without showing evidence.

If a customer failed to understand or read the terms and conditions regarding deposit limits, the responsibility lies solely with the customer, not the casino. By creating an account and making deposits or withdrawals, users automatically agree to our terms and conditions. Complaints made after losses, once these terms have been accepted, cannot be upheld. The casino is not liable for any such outcomes. When customers create an account and make a deposit, they are agreeing to all the terms and conditions of our platform. We provide all necessary information regarding deposit limits and self-exclusion clearly and publicly, these details were available in the "Deposit Limits" and "Self-Exclusion" sections of our website.

This is another false claim Michal, the casino claims that the player agrees on the T&C which is true. However, in that same T&C nothing is mentioned about this very unique policy which is against the industry standard we know about deposit limits.

Please note that the casino cannot be held responsible if a customer overlooks publicly available information. Additionally, we noticed that the customer successfully used the 24-hour self-exclusion feature, which indicates that he was familiar with the process. If he was aware of this option, it's surprising that he was unaware of the permanent self-exclusion method, which was described in the same section.

As mentioned in the live chat conversation of December 13rd the self exclusion tool did not work. Forza.Bet used to have a self exclusion tool where the standard exclusion time is 24 hours, afterwards you are supposed to receive an e-mail to indicate which duration you would like to select (including permanently). As the player did not receive such mail to select a certain time he was unable to set a correct self exclusion remaining able to gamble. That is also mentioned in my live conversation on December 13rd (saying it does not work) and led to the player sending an e-mail after speaking with the casino live support multiple times about this issue.

@Michal, once again I don't see any reason why my claims should be rejected as it is an valid claim.

• Fact is that the casino acknowledge that players agree on their T&C and must read it.
• In that same T&C there is no mention of such weird rule nor a link informing the player to read another page carefully to understand the rules. This means that the player can assume that all the limits the casino offers in the account section of the player should be working as known in this industry without any weird restricitons since there is nothing mentioned in the T&C.
• The casino offers a self-exclusion tool (when I was playing) and when I used this it gives a standard 24 hour cool off period after which the player can choose the timeframe of the exclusion, in my case this did not happen. Meaning that after 24 hours the player was able to play and continue as if nothing happened. He was not able to select an exclusion time as the casino claims.
• The player had selected deposit limits and the casino allowed the player to exceed this, there was no mention of a 24H limitless waiting time before it gets active.
• Apparantly the casino claims that the player has created multiple account which I deny! However, I do believe that this argument/excuse from this casino is irrelevant for my case.
• Also interesting is that the player informed the casino on December 13rd to be in breach of the T&C due to the casinos failure in complying with the country restriction for NL. And the player informed the casino to be on CRUKS (the Dutch equivalent of GAMSTOP). The casino did not do anything about it despite my mentions to close the account meaning that the casino choose to earn as much money as possible, ethics we often see with rogue casinos.

Further I invite requested to Forza.Bet a GDPR request to get a copy of all my personal data to see what's going on and my so called multiple accounts. I rely on the casinos cooperation, also I would like to receive a working PO Box of the casino so my law firm can contact the casino later on if this case does not get solved here.

Dear Forza.Bet Casino,

I understood from your explanation that the limit is still available. However, I still would like to know if the conditions, namely the 24-hour cool-off when changing the deposit limit, was and still is clearly explained somewhere on the website, since the player claims he was not able to find it and I have to confirm that I was not able to find this anywhere on the website either.

Hello Michal,

In addition to your post I would like to add the following questions to Forza.Bet.

• If the casino changed their deposit limit policy, as of which date this was changed?
• Could the casino confirm that they did not mention such thing in their T&C which is leading?
• Could the casino also respond on the points of my last post to give a more clear view on this case?

This is because if the casino acted accordingly on December 13 after my issues mentioned and reasons to close my account the disputed amount would have been €450 which is €3100 lower then the current disputed amount pure due to the fact that the casino allowed me to play on December 16 while this could and should have been prevented based on the live chat of December 13.

Of course the casino can still resolve this matter by issuing a full refund and reach out to the player, but given their cooperation so far I highly doubt the casino wishes to resolve this as they only try to avoid responsibility to their mistakes to avoid a refund/compensation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Following a renewed investigation, it has been determined that the player was, or reasonably should have been, fully aware of how the self-exclusion and deposit limit functionalities work. This information was clearly and easily accessible on our casino platform.

Unfortunately, we are unable to provide screenshots of the previous version of the Terms and Conditions, as these have since been updated, as previously mentioned. We will not delve into that further, as the matter has been explained multiple times.

Further stages of the investigation revealed that the player had created multiple accounts. It was also confirmed that self-exclusion had indeed been activated on the account, which disproves any claims that the system was malfunctioning.

Based on all the above findings, we must decline the request for a refund. As stated previously, by creating an account and making a deposit, the player agrees to the existing terms and conditions. If at any point the player was dissatisfied with any aspect of the service, they had the option to close their account, which they chose not to do.

Both systems' deposit limits and self-exclusion were fully operational. The only requirement was to properly review and understand the rules, which the evidence clearly shows the player failed to do. While we regret the situation, in this case, the responsibility lies with the player and not the casino.

As for the GDPR request, due to the fact that this case dates back approximately six months, we no longer retain the relevant data. Therefore, fulfilling the current request is not possible, as the information is no longer stored in our system.

Hello Michal,

Just so you know this looks like a full confirmation of how rogue casinos operate and I really do hope you close this complaint as unresolved and double the black points for their behavior as the casino only re opened this complaint thinking they will be able to close my complaint as rejected to save their casino rating on this platform to get more players.

Of course I will explain further based on their reply!

Dear all,

Following a renewed investigation, it has been determined that the player was, or reasonably should have been, fully aware of how the self-exclusion and deposit limit functionalities work. This information was clearly and easily accessible on our casino platform.

Interesting story as you do not provide any evidence for this, in fact I refer to the Live chat of December 13 (which I have been doing multiple times through this complaint). So far no explanation on why this casino did not close my account on December 13rd while I did mention that the self exclusion tool did not work. The argument about your deposit limit is nothing but a lie, during this whole complaint I have explained multiple times that the way your deposit limit works is unusual and very unique. This has also not been mentioned in the T&C.....

Unfortunately, we are unable to provide screenshots of the previous version of the Terms and Conditions, as these have since been updated, as previously mentioned. We will not delve into that further, as the matter has been explained multiple times.

This one is very interesting @Michal. if you look on their website and go to the T&C page they still mention 01.09.2024 as the day their T&C got active. Given the explanation from Forza.Bet there are two options:

• 1# the casino is cheating and they update their T&C without changing the date so players won't be aware of any new rule in the T&C simply due to the fact that in the last 7 months the same date is mentioned above which imply that the T&C page is the same version.
• 2# The casino never mentioned this very unique deposit limit rule (actually exceptional rule against the industry common rule on how deposit limits should work) and is lying now to avoid their responsibility. A common practice with unfair and rogue casinos.

Further stages of the investigation revealed that the player had created multiple accounts. It was also confirmed that self-exclusion had indeed been activated on the account, which disproves any claims that the system was malfunctioning.

Again I deny this claim and wonder what proof the casino has for my multiple accounts story. Also @Michal even if I had multiple accounts I wonder if this changes the story as the whole dispute started on one account where the casino failed to enforce a proper deposit limit and close my account upon the first request. I agree that the self exclusion eventually worked after contacting the casino per e-mail!! And again I don't see the casino responding on why they failed to close my account on December 13rd upon first request during the live chat.

Based on all the above findings, we must decline the request for a refund. As stated previously, by creating an account and making a deposit, the player agrees to the existing terms and conditions. If at any point the player was dissatisfied with any aspect of the service, they had the option to close their account, which they chose not to do.

Again the player cannot agree on something he does not know, you keep referring to your Terms and Conditions but nothing is mentioned there about how your deposit limit tool works (as you claim that it works in a unique way with very different rules then the industry).

Both systems' deposit limits and self-exclusion were fully operational. The only requirement was to properly review and understand the rules, which the evidence clearly shows the player failed to do. While we regret the situation, in this case, the responsibility lies with the player and not the casino.

The player failed to understand the rules as those were not mentioned in the Terms and Conditions, again I only see the casino fails to comply with its own Terms and Conditions and does anything it can to avoid any responsibility for the mistakes made.

As for the GDPR request, due to the fact that this case dates back approximately six months, we no longer retain the relevant data. Therefore, fulfilling the current request is not possible, as the information is no longer stored in our system.

Interesting excuse as the casino is required to store these data for a couple of years, but probably the casino has an different way handling GDPR data which probably differs from the industry 😉

To summarize this case once again Michal:

• The casino has a unique deposit limit rule where once the player change his limit the player gets a 24 hour cool off period where there are no deposit limits active. This is of course opposite of how the industry works where a deposit limit increase always comes with a cool off period and a lower deposit limit becomes effective immediately.
• The casino claims that this is mentioned in their Terms and Conditions and that the player agreed on those terms. As a player I did not find such unique rule but that has been mentioned multiple times.
• The Terms and Conditions of the casino are active as of 01.09.2024, yet the casino confirms that they change the Terms and Conditions rules/text without updating the text to show players you are dealing with a new version. And they are also unable to provide a screenshot as proof that this was mentioned in their Terms and Conditions. This is against the fair gambling policy of Casino Guru if I am right.
• Legally if the Terms and Conditions change the casino is required to inform the player and update the date so players know as of which date which version is applicable, Forza.Bet thinks differently on this but thats something for a law firm to investigate.
• The casino claims that their self exclusion tool is working properly, as a player I disagree since I was unable to set a self exclusion. The only way I got my account closed was per e-mail.
• The casino does not comment on the fact that I have screenshots where the player can see in his account section that he exceeded his deposit limit on two days.
• The casino changed its policy on limits due to multiple players complaining and 'not understanding' the rules of this casino. It is unlikely that all players are 'dumb' and don't read.
• The casino does not comment on the chat between player and Live chat of December 13 where he made it clear that he wanted his account to be closed for multiple reasons. If the casino did close his account on that day a lot of damage would have been prevented. However, this behavior is common for rogue casinos that like to get as much money out of players. Sad I had to deal with this.
• The casino claims that I had multiple accounts, while I did not receive proof of this I also deny I opened multiple accounts. Maybe you can explain this Michal?
• If the player did have multiple accounts I wonder what relevance this has to do with my dispute and if it could lead to my complaint being rejected since I did not play on these accounts or deposit any money.
• The casino still does not provide a working postal address so I can forward that to a law firm for further steps since this casino wont resolve this dispute here.

And once again Michal, based on the above and with the available evidence it is clearly that this casino has no Terms and Conditions where it is mentioned that they have different ways in handling their limits. As the casino refuses to solve this complaint by a full refund of the disputed amount my request will be to double the black points given their behavior trying everything they can to get this complaint rejected to ensure that their casino rating on this platform stays high so they can attract more casino players on their platform. It would be only fair that with the double black points the complaint gets closed as unresolved since there is no proof that when I joined Forza.Bet there was a explanation on their Terms and Conditions about their unique rules and ways on how to use their limits. And the fact that the casino says they change their T&C without updating the date is a real big 🚩 and should be mentioned on this platform to warn players to think twice before joining this casino.

For Forza.Bet the casino can still resolve this by issuing a refund. If not, I would like to obtain your postal address that is working to see further steps with a law firm or your regulator to solve this outside Casino Guru as it looks like you do not wish to solve this matter on Casino Guru and keep a good reputation.

@Michal finally given the casino's last post I do believe that is their final statement which does make me believe that it is time to close this complaint as unresolved (whether it is a justified complaint or against fair gambling). This is now ongoing for two months after re opening the complaint but all I see is excuses and no evidence to get my complaint closed as rejected so the casino can keep their rating high....

Dear All,

The casino has reopened this case in order to conduct a thorough investigation. We acknowledge the time and effort spent reviewing the matter, and after careful analysis of all available evidence, we must inform you that we are unable to fulfill the customer's request.

All user actions related to this case have been reviewed in detail, based on the information available to us. It is important to note that the casino bears no responsibility for actions taken by customers who do not review or follow the published terms and conditions.

The rules and information regarding deposit limits and self-exclusion were clearly stated and publicly accessible. Many other users have successfully used these features without encountering issues. Why did we have users like you if the system did not work? We had a lot of customers who used this method without any problem. This case appears to be unique, and the problem seems to stem from the customer's misunderstanding or failure to follow the stated procedures, not from any fault on the part of the casino.

By creating an account and making a deposit, a customer confirms agreement with the casino’s terms and conditions. Therefore, complaints raised only after experiencing losses, especially when the rules were accepted beforehand, are not valid.

We have already provided all relevant documentation and evidence that support our position, and we must reiterate that the casino cannot be held accountable in this case. We emphasize once again the importance for all users to read and understand the terms and conditions before proceeding with account creation or making deposits.

Regrettably, we must decline this request as it falls outside the scope of our policies. We appreciate your understanding, and we strongly encourage all customers to carefully review the rules and features of any platform before engaging in gameplay or financial transactions.

Hi all,

The fact remains the same and this post from Forza.Bet does not change anything about my 2 posts from June 30th. Therefore I would like to request Michal again to close this case as unresolved as this policy goes against fair gambling while I have a justified complaint.

Again a very short summary:

Forza.Bet does change its Terms and Conditions without updating the effective date on top meaning that while players that read the first sentence will not see any updates on the T&C something Forza.Bet self confirms have changed in the last few months.

Unfortunately, we are unable to provide screenshots of the previous version of the Terms and Conditions, as these have since been updated, as previously mentioned. We will not delve into that further, as the matter has been explained multiple times.

Forza.Bet claims that they explained their very unique deposit limit tool which is opposite of how the industry uses it regarding cool off times. Normally a casino gives you a 24 hour/7days cool off before you can use an increased deposit limit, Forza.Bet is probably the only casino that uses the cool off period opposite by giving the player a 24 hour no deposit limit pending the new deposit limit. That does not sound fair or reasonable and I do believe this with the previous mention (and my posts of June 30) is against the fair gambling policy of Casino Guru. And again the player stays with his claim that he did not find such weird rule in the T&C!

Also, Forza.Bet does not comment on why they did not close my account per my request on December 13rd despite informing the casino through live chat about being on the Dutch GAMSTOP equivalent back then (this would at least have made the disputed amount €3100 lower then the given amount now). After my chats on December 16 I was informed that I could send an mail for my self exclusion request..

And last but not least I am still waiting for a working PO Box of the casino to be able to escalate this matter further if needed since it is obviously that the casino wont resolve this case on here.

So basically nothing changed and the story remains the same. The behavior of Forza.Bet looks like a rogue casino with their policy going against fair gambling. Having a weird deposit limit policy and changing their T&C without updating the effective date are just two simple but clear examples of it.

Awaiting your reply Michal to close this complaint as unresolved, as I do have a justified complaint and case. Also, I do maintain my request to double the black points as mentioned on June 30.

We do not understand why this customer continues to repeat the same concerns, even though we have already provided a full explanation regarding self-exclusion and deposit limits.

You are asking why we did not close the account, and we have explained that both self-exclusion and deposit limit tools are manual features. It was your responsibility to activate or deactivate them as needed.

You claim there was an issue with self-exclusion, but we have evidence that you used this feature, just as many other customers have done manually. Additionally, creating a duplicate account is a direct violation of our terms and conditions.

Regarding the deposit limit, the related terms were not changed they were removed. If this rule or method was not suitable for you, then why did you use it? Why did you choose to use our casino at all? And why did you create an account if you did not agree with the terms and conditions? Because we all know that when someone creates an account, it clearly means they have read, understood, and agreed to all rules.

Now that the results are not in your favor, you cannot simply decide to disagree with the terms. It doesn’t work that way.

Again and for the final time by registering an account, you confirmed your agreement with all terms and conditions. Based on this, We think that the case must be resolved, and we suggest you read the rules before creating an account.

Again another post that change nothing about the facts and story:

The facts remain the same and I do stand by my point requesting Michal to get this case closed as unresolved (and double the black points) since the casinos behavior goes against fair gambling by changing/removing stuff from a T&C without updating the version date. That does not sound like a proper and transparant policy and I highly doubt if it is ethical. Of course I have disputed this on June 10, 16 and 30th already stating that this was not mentioned in the T&C. The casino also confirms they are unable to proof this as per their post of June 30th, but did confirm they updated the T&C in the meantime. How many times the T&C got updated is unknown and unverified since the website still refers in the T&C to 01.09.2024. And as the casino is the only one that might be able to provide evidence this cannot be verified whether it's true or false, especially if they provide it now after confirming they don't have any screenshot stored or something.

The casino keeps stating that I used a self-exclusion and that it is working. Again, as mentioned previously (June 5th) I was unable to select a period of time (as I wanted indefinite/permantly). And even if it was working and it failed somehow a casino with a proper responsible gaming policy that does care about the wellbeing of its players would suspend the account right away after the player informs you about an active gamstop registration or at least place the account on hold. In fact in that same chat I mentioned that it was not working instead of looking into it the Live agent kicked me out of the chat without the option to start any new chat. Also, on other platforms players do complaint that their self-exclusion tool is not working...

Now that the results are not in your favor, you cannot simply decide to disagree with the terms. It doesn’t work that way.

This comment is quite interesting @Michal. The casino claims that I disagree with the terms, thats false. The terms I agreed on are questionable since there was nothing mentioned about their unique deposit limit tool the start of this whole complaint. In fact the casino actually confirms that themself as they 'removed' it, another question could be when they removed it. It is anyway impossible to verify it.

If it really was the casinos policy and 'working' tool, you would say that the internal systems of the casino are also set on that policy. Yet, on both days that I exceeded the deposit limit I was able to see in my casino overview that I exceeded the active limit I had. If it really is/was the casinos policy then there should be no limit visible during the cool off period to match the 'casino policy'.

Again and for the final time by registering an account, you confirmed your agreement with all terms and conditions. Based on this, We think that the case must be resolved, and we suggest you read the rules before creating an account.

Again the player completely disagrees on this part, if a casino change its terms and conditions and keep the effective date the same without mentioning anything about the version a player agrees on something and it changes whereas the casino keeps pointing to the T&C that might have changed a few times changing a lot of important rules for players.

And yet, the casino still did not provide any PO Box despite my multiple requests on this thread so far. A working PO Box is something I would need in order to escalate my case further as we all know that the case wont get resolved on Casino Guru. And since their license got suspended I cannot go to their licensing body as they don't have one...

So to end this discussion Michal, I do hope that you take the time to read all posts carefully and make a decision on how to close this complaint as it wont get resolved with this casino thats for sure. Of course my request to double the black points remains the same given the behavior and facts about this complaint and it is against fair gambling if you ask me.

We would like to clarify the key points for the Guru team regarding this case: The player has violated one of our most important rules by creating multiple accounts. Additionally, the player claims they were unable to use the self-exclusion feature due to an error. However, our records clearly show that the player initiated several self-exclusions, contradicting their statement. Regarding the deposit limits, the only change made by the casino was the removal of the manual deposit limit method. There were no changes to the Terms and Conditions. The same applies to the self-exclusion option only the manual method was removed. All relevant rules and instructions were available on the appropriate page at the time. Since both manual methods were displayed on the same page, removing them also removed the page content. The casino has decided not to fulfill the player's request due to the existence of multiple accounts and the fact that the player's statements have proven to be untrue. We have already provided all the necessary evidence to support this.  We do not have any other players experiencing the same issue.

Once again, we kindly ask that you read and understand the rules before making any deposits. If anything is unclear, we strongly recommend reaching out for clarification on how the various methods work at the casino to avoid misunderstandings like this.

We are starting to run circles here but sure lets continue:

We would like to clarify the key points for the Guru team regarding this case: The player has violated one of our most important rules by creating multiple accounts.

And again player denies this and as mentioned earlier request evidence for this claim since I did not open any other account then the one for this complaint.

Additionally, the player claims they were unable to use the self-exclusion feature due to an error. However, our records clearly show that the player initiated several self-exclusions, contradicting their statement. 

Let's agree, if so how many times and which selected timeframes? According to my info I informed the casino that it was not working and that your e-mail was also not working back then. (see live chat December 16th)

Regarding the deposit limits, the only change made by the casino was the removal of the manual deposit limit method. There were no changes to the Terms and Conditions.

This is very weird, on June 4th you said this:

The Deposit Limit feature, which has since been removed from our platform, was clearly explained in our terms and conditions. It is the customer's responsibility to read and understand these rules before using such responsible gaming tools.

So what is it, did the casino remove something from the T&C (without updating the date) or was there never a mention about the unique rules regarding the deposit limit in the T&C? I don't get it anymore.

The same applies to the self-exclusion option only the manual method was removed. All relevant rules and instructions were available on the appropriate page at the time. Since both manual methods were displayed on the same page, removing them also removed the page content.

Again did you remove the info from your T&C changing them or did you never put this on the T&C which is where the player agreed on (and where again I did not read anything about this and I did check the T&C when signing up!).

The casino has decided not to fulfill the player's request due to the existence of multiple accounts and the fact that the player's statements have proven to be untrue. We have already provided all the necessary evidence to support this.

If I may be honest the casino actually acknowledge my case by saying the deposit limit rule was not mentioned on their Terms and Conditions. If this was the case you are contradicting yourself with earlier posts or proving that you change the Terms and Conditions(by removing text) without changing the date which is against fair gambling.

  We do not have any other players experiencing the same issue.

I already found three other players that complain about your self exclusion tool that is not working properly, and I am happy to forward it to you @Michal.

Once again, we kindly ask that you read and understand the rules before making any deposits. If anything is unclear, we strongly recommend reaching out for clarification on how the various methods work at the casino to avoid misunderstandings like this.

And once again if you previously confirm that you did not mention the unique rules in your Terms and Conditions about the responsible gaming tools (deposit, loss, wager and exclusion limits) or refer to where to find them the player could not have known about these unique but weird rules and have full right to believe that they work properly as in the whole industry. And yet the casino does not comment on the fact that the account section shows an exceeded deposit limit on both days which should be impossible as there should be no limit visible since the casino claims that on both days I was in some cool off period which (against the industry wide logic) means that there are no limits applicable for deposits on those days.

While I do understand that the casino wishes to closed this complaint as resolved(to avoid black points) claiming they are right, I still have to say that I completely disagree with them and do hope Michal that you also agree on that and close this account as unresolved with black points given all circumstances and facts so far.

Some facts:

• Casino claims that I hold multiple accounts, as far as I know I do have one account. Also I wonder if it is relevant as I only have issues with one account. (If I have multiple accounts I wonder if I played on those accounts too...)
• The casino now either confirms they removed something from the T&C without updating the date and/or they never mentioned their exceptional rules in the T&C (which is something I am saying from the beginning that I did not find such weird rule that would have been a 🚩 to skip).
• The casino still does not comment on the exceeded limit issue which was visible on the account section.
• And the previous points I mentioned in my earlier posts this week.

We can keep this discussion but we both agree that we disagree. The player maintains his claim for a full refund of €3550, the casino refuses so it is up to Michal to decide what the outcome is here.

Hello Youssf,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Forza.Bet Casino,

I apologize for my late reply. After reading through everything, I have to agree with the player that the fact that the deposit limit goes on a "cooldown" after it is updated is rather unusual, and also not very friendly towards players in terms of responsible gaming policy. Also, the fact that you have no way to prove that this information was available and visible to the player poses another issue. Based on these circumstances, I believe that the player should be entitled to a refund of the funds he's lost due to the limit not being active after it was updated.

Dear Youssf,

You mentioned you tried to self-exclude yourself in early December, but you did not receive the follow-up email after 24 hours. Did you receive the initial email that would confirm the start of the first 24 hours of your self-exclusion?

Hello Michal,

Thanks a lot for the reply and glad to see that you agree with me based on the facts and supporting evidence.

You mentioned you tried to self-exclude yourself in early December, but you did not receive the follow-up email after 24 hours. Did you receive the initial email that would confirm the start of the first 24 hours of your self-exclusion?

I am unable to retrieve this mail, probably because I never received it. This was mentioned by me on June 5th but corrected in my post of June 16th. I was indeed 24 hours excluded and after the 24 hour when I logged in I was unable to extend the self exclusion at all (tried it on December 2nd actually and on December 13 and 16th I mentioned this per live chat). The casino acknowledges that there were some issues with this tool too that is why they changed their policy ('as players did not understand the rules'). Also, Forza.Bet had back then multiple issues with their e-mail address and live support that did not work.

Also Michal I do want to point the following to you which is confirmed/mentioned by Forza Bet itself.

On June 4th Forza bet stated the following:

The Deposit Limit feature, which has since been removed from our platform, was clearly explained in our terms and conditions. It is the customer's responsibility to read and understand these rules before using such responsible gaming tools.

I maintain my claim that this rule was never mentioned in their T&C and Forza.Bet confirms this in their post of July 4th:

Regarding the deposit limits, the only change made by the casino was the removal of the manual deposit limit method. There were no changes to the Terms and Conditions. The same applies to the self-exclusion option only the manual method was removed

This means that if no changes were made to the Terms and Conditions my claim is correct that Forza.bet did not mention their unique and weird cool off rule regarding deposit limits in their T&C.

At the same time Forza.Bet acknowledges that they did change their Terms and Conditions (while the updated version does not see he is dealing with a different version then the one he agreed on during registration). This means that Forza.Bet behave like a rogue casino by changing important info without the player allowing the chance to see the difference (unless he made screenshots weekly/monthly of their T&C page to find differences).

And the most important thing is that while the casino claims that their unique deposit limit rule is really working, on every day that I played and exceeded my selected deposit limit I was able to see an exceeded balance in my casino account overview. If the casino really had a 24 hours cool off period with no limits you would say that my casino account would show that too but it was not the case!

Also Michal, Forza.Bet keeps claiming that I hold multiple accounts. To be honest I don't remember to have ever opened a new account with them (why would I after my issues with them) which is why I deny this claim. However, I do not see any link/relevance for the outcome of this dispute as this complaint is only related to one casino account where Forza.Bet made several mistakes and refuse to agree on.

With that being said Michal, I highly doubt that the casino will agree on their mistakes and solve this matter by giving a full refund given their previous replies. Because of that I really hope that you will take their behavior also into consideration when assigning the black points if this case gets closed as unresolved. It is clearly that Forza.Bet did everything they can to shut my complaint down to protect their casino rating on this platform. Of course, I hope that the casino will prove me wrong and issue a full refund to the given IBAN account I sent them per mail.

And in addition to my previous post. When I requested the casino to close my account which I did on December 13rd. Nothing happened and afterwards I got kicked out of the Live chat, instead of closing my account with all of the given information. I know that the casino cannot be aware of a players situation unless he/she informs them accordingly which I did without a successful result. It was until December 16th after explaining it all again that the Live Agent forwarded the case to the relevant department and afterwards my account got closed manually by the casino since their self-exclusion tool does not work. However, if the casino did act accordingly on December 13rd at least the disputed amount would be substantially lower then the current €3550. The complaint would be still the same as on December 13, I still was able to exceed the selected deposit limit on that day..

Also Michal, I do hope that you agree that if the player is entitled to a full refund for this amount that a compensation should also occur for the delay in resolving this dispute by the casino. The case is from December and we are now 7 months further but hopefully closing this dispute soon given the facts and mistakes made in my case by the casino.

This chat log was also sent to you Michal back in June.

And to comment on my previous post the following:

This was mentioned by me on June 5th but corrected in my post of June 16th. I was indeed 24 hours excluded and after the 24 hour when I logged in I was unable to extend the self exclusion at all (tried it on December 2nd actually and on December 13 and 16th I mentioned this per live chat). 

While I did not make screenshots of this I cannot show you the evidence of this unfortunately Michal. But after setting the self exclusion and logging out I waited 24 hours to log to select the permanent option without success. That means that it is likely that the 24h exclusion did work (while I did not try to deposit or play during that time).

And for Forza.bet if you are also reading this now. The casino can choose to resolve this matter now by agree/issue a full refund of the disputed amount of €3,550 to the given IBAN account. It sure will save us both time and effort in an ongoing dispute of several months. Also it would lead to a resolved complaint which will ensure your casino rating not being affected too.

Dear Forza.Bet Casino,

Could you comment on the situation? Namely, the refund regarding the deposit limit, and also the fact that the player allegedly did not receive the follow-up email for self-exclusion?

Hello Michal,

I can't say that I am surprised that the casino is quiet for the last two weeks. Especially after your confirmation that I should get a refund last week. The casino has made very clear that they do not wish to refund and brings various excuses for it.

Last week I also reached out to Forza.Bet by sending them my bank details per e-mail which they confirmed to have received but they will not comment further as their team will reply here. Yet, one week further and still nothing..

Also, I would like to invite Forza.Bet to respond to all the points from my previous posts too since they keep referring to duplicate accounts but did not explain what relevance there is with my dispute. Of course, I did not open new accounts or use them but the casino keeps claiming that I have multiple accounts.

And based on the second complaint about a player having issues with the Self-exclusion tool from Forza.Bet it is plausible that there is something wrong on the casinos side.

In the meantime I am awaiting the further replies from Forza.Bet, and if there is no reply I do hope that their black points get doubled when closing this complaint for their lack of cooperation and doing everything they can to get my case rejected to avoid an affected casino rating on this platform. Hopefully that would result in the cooperation of the casino to resolve this matter or at least warn other players to stay far away from this casino.

It is interesting to see that the casino is responding on other complaints on Casino Guru but is not responding on this one for 1.5 week now since your previous post.

This either means Forza.Bet does not want to respond or the casino is currently trying to find some excuse/proof to get this complaint shut down (which they have been trying for the last two months now) without refunding th player. Unfortunately, these practices are common with ‘rogue’ casinos which refuse to restore their mistakes and keep searching for excuses to avoid responsibility and/or prefer to be against fair gambling.

Dear Guru Team,

Kindly inform the customer that the casino is entitled to operate within the timeframe provided by Guru. This case remains under investigation, and we are actively working to gather and present the relevant facts. We kindly ask for your continued patience and understanding as we proceed within the established timeframe.

Interesting story from the casino that the case remains under investigation.

June 30th:

Following a renewed investigation, it has been determined that the player was, or reasonably should have been, fully aware of how the self-exclusion and deposit limit functionalities work. This information was clearly and easily accessible on our casino platform.

July 3rd:

The casino has reopened this case in order to conduct a thorough investigation. We acknowledge the time and effort spent reviewing the matter, and after careful analysis of all available evidence, we must inform you that we are unable to fulfill the customer's request.

So the casino already renewed and reopened this case and came to the same conclusion from their end. Afterwards based on the facts and discussion on here Michal confirms on July 15th that based on all of this the player is entitled to a full refund given the mistakes made and lacking policy from the casino. Especially due to your unique rule about cool off periods for deposit limits.

Because of that I do find it interesting that Forza.Bet keep the case under investigation while previously stating they did their investigation twice and came to their own conclusions. The Casino Guru team also looked into the discussion and came to the conclusion that the player should receive a full refund. Thats why I don't understand why the casino keeps the case under investigation. And the casino gathering relevant facts to present them is also interesting as that might mean that after two months of this discussion the casino either did not share all facts or is still searching for new reasons to shut my case down and avoid a refund which confirms my previous post in full.....

Also Michal, I do hope that you reset the timer back to 7 days as of from July 21st when you asked the casino for their comment since they did not comment on this post. To me it feels/looks like the casino is taking as long as possible to delay this case until it gets shut down for some reason. The fact that this discussion is ongoing for two months and we are still at the same place only confirms that. (And don't forget this dispute has started in December 2024)

Dear Forza.Bet Casino,

We are waiting for your reply.

It has been confirmed through factual evidence that the player has violated one of the casino’s most important rules, the creation of duplicate accounts. This rule is fundamental to ensuring the security and fairness of the casino’s operations. Therefore, the casino reserves the right to terminate such accounts and void any associated balances in the event of such a violation.

As a result of this breach, the casino has taken appropriate action by annulling the duplicate accounts. Consequently, the casino is neither obligated nor able to fulfill the player’s request for a complete record of all transactions and bets.

As a gesture of goodwill, the casino is willing to return 50% of the requested amount. However, this will not be transferred directly to the player's bank account. Instead, the player must create a new, valid account that complies with all casino rules. The amount will be credited to this new account and can be withdrawn according to the casino’s standard procedures.

The casino will not consider any alternative arrangements, including the full return of funds.

Hi all,

@Forza.bet thanks a lot for the quick reply!

@Michal, as you can see this confirms what I posted yesterday. The casino does not comment on your questions but decided to offer a partial refund based on their own terms, and keep commenting on something I deny.

The offer of the casino is one that I refuse as it is too low and comes with unfair terms. I don't think that a 50% refund is enough to resolve this dispute accordingly at all.

It has been confirmed through factual evidence that the player has violated one of the casino’s most important rules, the creation of duplicate accounts. This rule is fundamental to ensuring the security and fairness of the casino’s operations. Therefore, the casino reserves the right to terminate such accounts and void any associated balances in the event of such a violation.

Again the player denies to have opened duplicate accounts on this casino. As a player I am still waiting for your evidence that confirms this. @Michal, did you receive supporting evidence that clearly proof that I hold multiple accounts? Also, I would like to ask the casino that if the player did hold two accounts if the casino can share all relevant data from these duplicate accounts and if the player deposited/played on these accounts too and used some bonuses etc.?

As a gesture of goodwill, the casino is willing to return 50% of the requested amount. However, this will not be transferred directly to the player's bank account. Instead, the player must create a new, valid account that complies with all casino rules. The amount will be credited to this new account and can be withdrawn according to the casino’s standard procedures.

This is a huge red flag to me and I hope that Michal agrees on this. First the casino claims that I break their terms and conditions by having duplicate accounts(which I deny) and afterwards I have to open a duplicate account with my personal data while my current account is blocked? How does that work? I agree on your terms and once I open a new account you get your proof that I hold duplicate accounts and lose any right for any refund?

Further the bold marked terms are also a no go for me as this seems to give zero guarantee to the player and by only making one mistake I might lose all rights of any refund but do get my complaint closed as 'resolved' since I agreed on your terms and rules. That is a hard no for me.

While a gesture of goodwill is always appreciated as it shows the casinos will to solve something, but I have to refuse the offer.

@Michal I hope you agree with me and do understand that given the slow process of this complaint, the long wait and the current offer that I have to refuse. And I also hope that you can imagine that as a player I was expecting the casino to agree at least on a full refund straight to my bank account without opening new casino accounts or other additional terms that could lead to mistakes and result in losing the funds. Of course, I am more then happy to cooperate for any KYC check that might be necessary but this will be only done here or per mail and afterwards the full refund will be processed to my given bank account.

The casino will not consider any alternative arrangements, including the full return of funds.

@Michal, if the casino does maintain this position I do want to ask you to close this complaint as unresolved with double black points given the casinos behavior and attempts to shut this case down as rejected.

Regarding your inquiry, we regret to inform you that, based on the available evidence, our decision is final, and the previously communicated offer represents our concluding position. We are unable to furnish additional details concerning your actions (PO BOX), as both of your accounts were deactivated due to violations of our multiple account policy. While validation rules pertaining to multiple accounts support our right to deny your request, we are offering 50% of the requested amount as a gesture of goodwill. The casino is declining to issue a full refund, adhering to all established validation protocols..

Interesting story from the casino, especially the refusal to share the PO BOX. This means that the casino is too afraid for further escalation through legal action.

But I am still waiting for the casino to show proof of the multiple casino accounts. So far, the casino keeps claiming that I have opened more accounts but no proof or answer on my questions (did I deposit, play, use bonuses, which personal data was provided).

Also, in addition to my previous questions I would like to know on which date I allegedly opened these duplicate account(s).

You see, the casinos behavior only confirms my claims from earlier that the casino is doing all it can to avoid any responsibility and when it got stuck it found a new excuse to drop the disputed amount by half with a take it or leave it deal with vague terms that likely will be used against the player. Especially the fact that the casino request the player to breach its T&C again in order to refund half the money.......

@Michal, I am awaiting for your reply and view as I do not agree on this offer and can't say that their offer is enough to see my complaint being closed as resolved at all!

Hi all,

I see that the edit of my last post went wrong but I want to add the following:

So far the following facts are present based on the discussion here:

• Complaint opened on December 29th and closed January 22 due to lack of response.
• Early May (2,5 months ago) Forza.Bet wants to reopen the case to resolve it
• The casino claims that this case is based on a misunderstanding from the player of their terms.
• The casino also refers to duplicate accounts but so far never shared evidence with the player.
• Player denies to have opened multiple accounts and asked several times for proof, and any activities on this duplicate account(s).
• After a long discussion on the platform where the casino claimed to have acted right in their T&C and I claim opposite, Casino Guru decided that based on the given facts, policies and 'unique' rules from the casino that goes against the industry wide policy/rule to issue a full refund.
• The casino has been asked to comment and explain about the refund and issues.
• Casino decided to wave responsibility and offer only 50% as a gesture of 'goodwill'.
• In order to get a refund of 50% player has to break the terms of the casino (allegedly again) by opening a duplicate account and comply with the casino rules and standard casino procedures.
• The above point confirms my whole complaint where casino claims A but acts on B that contradicts their own terms and rules. And comes with rules that goes against the industry common rules.

And Forza.bet, I do find your offer which is a take it or leave it deal very hypocritical!

The reason for this is:

(Quote from casinos post of July 4th)

Now that the results are not in your favor, you cannot simply decide to disagree with the terms. It doesn’t work that way.

As I explained earlier your casinos policy and terms goes against fair gambling as you do change your Terms and Conditions without updating the date of it. This way it is impossible for a player to know that something has added, changed or removed from the Terms and Conditions which should be leading for your policy and rules.

And as mentioned multiple times here, I never saw your weird and unique deposit limit rule that gives players a 24H cool off period where the player can enjoy a limitless play on your casino as I would have definitely not agreed on it. In your previous posts the casino also confirmed that it was either not listed on the T&C or changed/removed (the casino never commented clearly on this or shown evidence that my claim was false) which is why based on the discussion and facts led to Casino Guru stating that the casino must refund the player in full. This means that player is entitled to a refund of €3550,-

But as Casino Guru has made a decision that does not favor the casino, and as Forza.Bet really did the best it could to get my complaint closed as rejected, the opposite happened and the player is entitled to a full refund. Forza.Bet decided to do another investigation and refused a full refund referring to their T&C that forbids duplicate accounts. Ironically is the offer from Forza.bet: Create a new duplicate account to receive a 50% refund but by creating this duplicate account the player must comply with all rules from the casino and this refund of 50% will be processed through the casinos standard procedures. This is another huge red flag🚩 as the player cannot comply with the casinos rules if he opens a duplicate casino account for a refund.

@Michal, this is another confirmation that I should be entitled to a full refund from this casino.

It has been confirmed through factual evidence that the player has violated one of the casino’s most important rules, the creation of duplicate accounts. This rule is fundamental to ensuring the security and fairness of the casino’s operations. Therefore, the casino reserves the right to terminate such accounts and void any associated balances in the event of such a violation.

The casino claims most important rules, to ensure security and fairness. However, the casino never commented on my questions of showing proof of these duplicate account(s) I allegedly opened. Also, the casino did not comment on whether the player deposited money, played or used bonuses on these account(s) and when the account was opened/used.

And the fun part about their most important rules, the casino now asks me to violate these in order to obtain a 50% refund. But, at the same time by opening a duplicate account you must also comply with the casino rules(sounds impossible?). Do you still get it Michal, because I don't. For me this is another confirmation of the casino changing its own policy/rules when it suits them. If this rule was so important the casino would sent the funds directly to my bank.

My claim for a full refund remains, the casino can use the given IBAN account sent per mail (15 July) to refund the €3550. If the casino refuses this, I ask you Michal to close this complaint as unresolved with double black points to warn other players.

And Michal, While waiting for over an hour to upload pictures here it still don't work. That is why I will send them per e-mail to you. Request for you is to post them here as additional evidence to ensure that also the casino has these pictures too and set them on private/sensitive so only the three of us can see them here.

Thanks !

Of course Forza.Bet can still to choose to resolve this issue by issuing a full refund to my given IBAN account on July 15th to resolve this matter successfully.

Dear Guru Team,

All relevant evidence has been forwarded to the appropriate Guru manager. Based on the confirmation of a duplicate account, the casino has decided not to refund 100% of the amount in question. Instead, we are willing to offer the customer a 50% refund as a gesture of goodwill.

According to our validation, the presence of a duplicate account grants the casino the right to reject the refund request. While we acknowledge that we are unable to provide detailed information regarding the deposit limit policy due to the manual deposit limit option being deleted and the customer's account being deleted from our platform(reason why we can't provide BOX), the violation of our duplicate account policy remains the strongest and most valid reason for denying the full refund.

We respect the Guru team's actions in this matter, but we kindly ask that this key validation point not be overlooked. The casino reserves the right to enforce its policies accordingly, but in this case, we are still extending a partial refund out of goodwill.

Hi,

Awaiting the independent conclusion from Michal. I rely that Michal read all posts and the current offer from the casino to conclude what a fair ruling is based on all circumstances and facts posted and regarding the refund.

@Michal, You have received all evidence regarding my alleged duplicate account(s) I hope that maybe you can answer my previous questions about the use of this duplicate account and my other concerns and of course add the screenshots I sent you per mail.

As the casino and player differ in what a fair solution is for this dispute. The casino offers a 50% refund as I allegedly violated their T&C. A goodwill gesture which is kind given their point of view. To obtain this however, I have to violate their important rule ‘again’ by opening a new account.

As for me the player I do believe that this offer is low and just another way trying to close my complaint without having to issue a full refund as I really dont remember to have opened a second account let alone use it to violate their terms or bonuses or whatever. After my issue started with this casino I was done playing there and only wanted a refund for the mistakes made.

Looking forward to your update and view Michal!

Hello everyone,

I apologize for the late reply. I will be discussing this case with my colleagues at our weekly meeting. I will inform you as soon as I have any updates.

Hi Michal,

Thanks for the update!

I do hope that the Complaints team will take all previous posts into consideration and all facts and circumstances discussed during this whole complaint process to find a fair solution for both parties to hopefully get this complaint closed as resolved which is taking 8 months so far and still counting..

In the meantime I do hope that you can answer my previous questions Michal about the duplicate account as Forza.Bet did not comment on these questions asked about these accounts.

Dear Forza.Bet Casino,

Although I acknowledge that you provided me with evidence that would support your claim of multiple accounts in this case, it is important to mention that when it comes to either a gambling problem or problems with responsible gambling tools and limits, multiple accounts can not be a reason for ignoring these issues. As I have stated in one of my previous replies, the fact that the deposit limit goes on a "cooldown" after it is changed is considered by us to be unsafe and problematic. That's why I have to insist on refunding the player the amount that he lost because of the way the limit works.

When it comes to self-exclusion, can you confirm for me if you received the email from the player regarding their wish to self-exclude?

We have not received any correspondence regarding self-exclusion. While we understand your concerns, all relevant information was originally outlined in our Terms and Conditions at the time. Unfortunately, we are unable to provide this information now, as it has since been removed from our casino system.

However, we have already shared evidence confirming that the player held multiple accounts. It is important to note that by creating an account, the player agreed to abide by all Terms and Conditions.

Although we can no longer provide proof related to the deposit limit settings due to their deletion, the player also cannot prove that such information was not part of our Terms and Conditions at the time.

In light of this, and as a gesture of goodwill, the casino is willing to refund half of the requested amount, given that we are unable to produce complete evidence concerning the deposit limits.

Hello all,

This discussion keeps getting longer and longer and the casino is doing all it can to avoid a refund.

We have not received any correspondence regarding self-exclusion.

Again I refer to the Live chat conversation of December 13 where I explicitly mentioned that I am on the Dutch GAMSTOP (we call it CRUKS) and asked to get my account closed due to the license issues and my gamstop. This chat has been forwarded to Michal too. Once the casino is aware of a CRUKS/GAMSTOP registration there is no doubt left about this part for closing the account. If the casino did act accordingly my account would be closed immediately which would have resulted in a claim for only €450 and saved the player €3100 regardless of the deposit limit issue which I also mentioned in this chat conversation.

Also, as mentioned previously the player did try to self-exclude himself but this did not work as after the 24 hours the player was unable to select the permanent option.

While we understand your concerns, all relevant information was originally outlined in our Terms and Conditions at the time. Unfortunately, we are unable to provide this information now, as it has since been removed from our casino system.

Again this was not mentioned in your Terms and Conditions about your weird and unique deposit limit rule which gives the player a 24 hour free play before the new limit gets activated.

However, we have already shared evidence confirming that the player held multiple accounts. It is important to note that by creating an account, the player agreed to abide by all Terms and Conditions.

And again, I am still waiting for my questions to be answered either by the casino or Michal. When did I open this second account, what personal details were provided, how did I use this account regarding deposits/gameplay/bonuses?

Although we can no longer provide proof related to the deposit limit settings due to their deletion, the player also cannot prove that such information was not part of our Terms and Conditions at the time.

The player already showed that the casino is wrong here since you confirmed it yourself indirectly and Michal also confirmed that such information was not part of your T&C at the time. But I will explain this further.

On June 4th you said the following:

The Deposit Limit feature, which has since been removed from our platform, was clearly explained in our terms and conditions. It is the customer's responsibility to read and understand these rules before using such responsible gaming tools.

On July 4th you said the following in this complaint:

Regarding the deposit limits, the only change made by the casino was the removal of the manual deposit limit method. There were no changes to the Terms and Conditions.

If you both scroll up and look at the posts from Forza.bet you will find the quoted parts.

So according to Forza.bet own claims at least until July 4th the T&C on your website published should have mentioned the deposit limit rules which are unique and against the industry standard. Fortunately, Michal checked your T&C page on June 17th (see his post) which is before the casino itself confirmed to not have changed their T&C serving as direct proof that there was nothing mentioned in your T&C about the deposit limits. This means that the player can prove there was nothing mentioned thanks to Michal checking the website and the casino's own words stating that the T&C were not changed in the meantime.

Also, the player can proof that on December 13 his deposit limit was shown negative as the player exceeded his selected deposit limit. This is another confirmation that their weird and unique rule is not correct, otherwise the account section would show the player no limit or something else instead of a exceeded casino limit that day.

In light of this, and as a gesture of goodwill, the casino is willing to refund half of the requested amount, given that we are unable to produce complete evidence concerning the deposit limits.

While I understand the casinos view and trying to resolve this for only half the disputed amount I don't understand their offer to be honest.

Forza.Bet claims that the player has opened two accounts ( I still deny this as I cannot remember such thing and hope that my questions will be answered regarding this account). Because the player opened two accounts and violated an to the casino very important rule of their T&C they are only willing to issue a refund of half the amount as a goodwill gesture.

This goodwill gesture comes after the casino 'lost' this complaint since the Casino Guru team does agree on my claim that the player is entitled to a full refund given all circumstances and facts, claiming that the player still made a mistake that is very important to the casino.

But the fun part is that in order to obtain the refund the player has to open a new account meaning that he will violate the allegedly duplicate account issue again! That does not make any sense to me at least because if this rule is so important to the casino why ask the player to break it again and looks like some excuse to avoid having to refund the complete amount without getting the complaint closed as unresolved.

If this duplicate account issue was that important the casino would issue a refund directly to my bank account and ask either here or via mail all relevant details and possible KYC checks in order to arrange the refund. But the casino contradicts its own terms and rules here.

As per Forza.Bet post from July 24th

As a gesture of goodwill, the casino is willing to return 50% of the requested amount. However, this will not be transferred directly to the player's bank account. Instead, the player must create a new, valid account that complies with all casino rules. The amount will be credited to this new account and can be withdrawn according to the casino’s standard procedures.

I cannot open a new duplicate account and comply with all your casino rules, then you would have to refuse this refund showing now proper evidence that the player does have multiple accounts which is a important rule to the casino.

So here is my counter offer Michal, and that is only because I am really tired of this ongoing dispute here and the endless discussion of my complaint where it feels like this casino is doing all it can to avoid a full refund but still get my complaint closed as resolved to avoid harming its casino rating on this platform.

My offer is that Forza.Bet issue a refund of €3,100 directly to my bank account as a SEPA transfer. If the casino agrees I will send an e-mail to Forza.Bet and Michal in CC providing the correct IBAN and BIC details to ensure the transfer will be processed accordingly and provide relevant KYC documents if needed which Forza.Bet can ask here so I can make sure to send the per mail along the bank details.

@Michal, while this case is ongoing for 8 months and you would say that the casino takes its responsibility and compensate for the delay this is an offer I would have peace with to see this complaint closed as resolved. If the casino keeps avoiding responsibility and a refund this complaint can be closed as unresolved with if possible double the black points to ensure that other players are also aware of the behavior of this casino.

And forgot to add, but I do hope that this case can get resolved soon now that 8 months have passed for this complaint and we start running circles about the discussion and ‘facts’ and what happened.

I do hope/rely that Forza.Bet agrees on my counter offer of €3,100 so we can resolve this matter now and close it and move on. If not my claim will remain for €3,550 and Michal it is up to you on how to proceed with this complaint since I have shown enough evidence that the casino their claims are either contradicting, irrelevant or wrong.

Also, I do hope you can answer my questions Michal regarding the alleged duplicate account as I really want to know more about it to see what is going on and the casino still did not answer my questions. But even if there were duplicate accounts I do believe this argument is irrelevant from the casino since they only use it as an excuse to offer 50% to the player now that there is s 'outcome' from Casino Guru that the player is entitled to a full refund. Until your conclusion Michal the casino wanted to close this complaint without a refund claiming the player did not read the rules/T&C and my complaint was based on a misunderstanding. And of course the casinos offer for a 50% refund means that I have to violate that rule again as explained in my previous posts.

Dear Youssf,

As neither you nor the casino have been able to provide sufficient evidence to substantiate the claim regarding your self-exclusion request, I would like to suggest proceeding with the casino’s proposed resolution. The offer of a €1,775 refund demonstrates the casino’s willingness to resolve the matter fairly, especially given the absence of clear documentation from your side and the previously referenced self-exclusion explanation no longer appearing on the website.

Would you be willing to accept this offer? Please note that if either party declines to cooperate further, I may have no choice but to close the complaint without a resolution.

I look forward to your response.

Hello dear all,

We are ready to refund 50% of the amount to the customer’s account. The customer will need to create a new account on our platform. In accordance with our policy’s limits and timeframe, the customer will then be able to withdraw the funds.

Dear Guru Team, I kindly request that you keep this case open until the customer has fully withdrawn the refunded amount. We will strictly follow our policy regarding limits and timeframes.

Dear Customer, if you wish to decline this offer because you do not trust us, you have the right to contact the Guru Team. This case will remain open until you withdraw the entire 50% refund.

Dear Forza.Bet Casino,

Thank you for your quick reply. Since the player his concerns regarding his gambling problem, will you restrict the new account's deposit and play functions, so the player will not lose the money, or deposit more? Or better yet, could you refund the player directly to his last used payment method?

The new account will be restricted exclusively to withdrawals. The customer will not be able to play games or make deposits, the only available function will be the withdrawal option.

Hi all,

@Michal,

I do find your change in view quite weird to be honest and have sent you the attachments per mail again!

Although I acknowledge that you provided me with evidence that would support your claim of multiple accounts in this case, it is important to mention that when it comes to either a gambling problem or problems with responsible gambling tools and limits, multiple accounts can not be a reason for ignoring these issues. As I have stated in one of my previous replies, the fact that the deposit limit goes on a "cooldown" after it is changed is considered by us to be unsafe and problematic. That's why I have to insist on refunding the player the amount that he lost because of the way the limit works.

Only two days ago you agreed on my claim in full stating that if there are problems with responsible gaming tools and limits, multiple account can't be a reason to ignore the claim. While I have made my case clear in here about the self-exclusion issue and more important the failed deposit limit tool which you also find a unsafe tool it looks like you only read the post from Forza.Bet afterwards and did not take the time to read my posts:

Although we can no longer provide proof related to the deposit limit settings due to their deletion, the player also cannot prove that such information was not part of our Terms and Conditions at the time.

While I explained in my posts of yesterday clearly that I can proof that this information was not mentioned in the casinos T&C as you Michal yourself visited the website and confirmed in this complaint that you did not find such rule there regarding the deposit limit. Also, the casino later confirmed in this complaint that they did not remove anything from the T&C meaning that what you read was their correct T&C. Which is plausible enough to be the same T&C that the player had back in December 2024, as the casino twice confirmed not to have changed or removed this part in their T&C during this complaint.

Maybe because of the many posts in here during this complaint were both parties try to explain the situation and view you might have missed some posts but I do invite you to read my posts from yesterday and all other previous posts as the casino first claimed that this complaint was based on a misunderstanding and their T&C was correct and was not changed. Now that you came to a conclusion that the casino should refund the player in full they want to refund only half the money for their duplicate account claim while asking me to open a duplicate account again instead of sending the money directly to the player. That does not align with their own policy and is against fair gambling.....

That is why trying to close this complaint with your current given feedback that is the complete opposite of what you mentioned only two days ago does not make sense to me at all Michal. The player has shown clear proof that their their T&C did not mention this weird deposit limit rule which you confirmed, and I also mentioned clear to the casino on December 13 that I am on a GAMSTOP/CRUKS system and also want my account closed for various reasons. The lack of this happening from the casino is a lack of responsible gaming from their side as well as their failed deposit limit tool. Therefore I find this quote very unfair:

Would you be willing to accept this offer? Please note that if either party declines to cooperate further, I may have no choice but to close the complaint without a resolution.

Instead of trying still to mediate for a fair and good solution for both parties, you follow the casinos view and it almost feels like the player is forced to take their offer despite you already stating that the casino should issue a full refund given the failure of their deposit limit tool that does not allow them to use the duplicate account as a excuse...

And maybe the most frustrating part is that I keep ask for evidence about the duplicate account part but still don't receive it to double check the data which the casino forwarded to you. As it also might be completely irrelevant to this dispute given the issues with their deposit limit and self exclusion tool!

What the casino also did not tell you is that they had some issues with receiving mails in early December which I mentioned in the live chat on December 16th too that their mail address did not work. After mentioning this it somehow become possible to send mails to the casino as a mail later that day was received.

Further I do expect that if this complaint does not get resolved it will be closed as unresolved given the fact that the player did proof the failure of at least the casinos deposit limit tool which the casino confirmed in earlier posts here!

For the casino, you can still resolve this matter by reconsidering your current offer as I do find it low given your arguments that contradicts in this complaint.

Initially, we reiterated the information multiple times. The deposit limit details were explicitly outlined within the deposit limit section, and no modifications were made to the terms and conditions, which constitute a separate section. The introductory explanation of the deposit limit's functionality was located within the deposit limit section. Consequently, the removal of this section also resulted in the deletion of the corresponding instructions, as they were integral to that section. We have previously clarified this matter on multiple occasions. The 50% refund is offered due to the inability to provide definitive factual evidence, and the customer's inability to provide definitive evidence to refute our claims. Furthermore, there is a duplicate account, and the self-exclusion request was not submitted via Gmail. As a gesture of goodwill, the casino is prepared to refund 50% following the outlined procedures. We believe we are attempting to resolve this case equitably for all parties involved, however, the customer has not agreed to this resolution. The casino's final offer is deemed fair to both parties. We request the customer to adhere to these steps, or alternatively, we request the Guru team to consider this case resolved, as we have exhausted all reasonable efforts to reach a fair resolution for both parties.

Regarding this matter, which, as you mentioned, dates back eight months, are you suggesting that Gmail was experiencing issues for that entire duration? If this is indeed the case, are you implying that Gmail was non-functional for eight months? Perhaps it was a week or a few days? This seems quite difficult to believe.

To the esteemed support team, we are proposing a 50% resolution based on all the steps taken. Should the customer not accept this reasonable offer, we would kindly request that you consider this case resolved. We have made every effort to be fair to both parties involved.

We are waiting a reply from you dear Michal.

Regarding this matter, which, as you mentioned, dates back eight months, are you suggesting that Gmail was experiencing issues for that entire duration? If this is indeed the case, are you implying that Gmail was non-functional for eight months? Perhaps it was a week or a few days? This seems quite difficult to believe.

What I am trying to say is that the casino did experience some issues on their mailbox and that is of course not a permanent issue. However, when a player discuss his matter on live chat and ask for a closure after informing the support agent a representative of the casino the least a casino would do is close that account..

I also want to see the view from Michal given all circumstances and facts in this complaint as the casino claims that their deposit limit rule was explained in a separate section but this was not mentioned in the T&C. Also, Michal also mentioned that your deposit limit tool as how you explained it is unsafe and problematic.

So I agree with Forza.Bet on their last post:

@Michal, based on all of the above, your previous conclusions and current circumstances/facts and provided evidence from both sides. What would be a fair and honest solution for both parties to resolve this matter accordingly. Whether it is a 50% refund, a full refund or another percentage(like between 50-100 for example) refund, I am happy to hear your final conclusion and will accept that conclusion and do expect that Forza.Bet will do the same in case Michal conclude a higher amount as refund.

We included information about the deposit limit within the deposit limit section, as we understand that customers may prefer concise information. We believed this placement made the instructions easy to locate and understand, but we regret that you may have overlooked it.

Regarding the self-exclusion request, it must be submitted via Gmail. We are concerned if Gmail was not a suitable option for you. You had the option to submit a self-exclusion request the following day or a few hours later. Furthermore, you confirmed that the 24-hour self-exclusion functioned correctly. While the 24-hour self-exclusion was available manually, it was not utilized. You seemed to assume there was an issue, and this led you to request a refund. The customer had multiple avenues to close the account, yet they chose to continue playing. The casino is unable to provide a full refund because the request is not considered valid. As a gesture of goodwill, we offered 50%, which is the maximum we can offer. We kindly request that this case be closed as resolved.

Furthermore, you confirmed that the 24-hour self-exclusion functioned correctly. While the 24-hour self-exclusion was available manually, it was not utilized

After I did set a self exclusion on December 2nd I logged out and after 24 hours I logged in back to select a permanent/indefinite exclusion, this did not work as explained previously.

 You seemed to assume there was an issue, and this led you to request a refund. The customer had multiple avenues to close the account, yet they chose to continue playing.

I disagree on this part as on December 13rd while still having an active deposit limit of €600 a month where I already deposited €450 of I was still able to deposit another €450 which should have been impossible as this deposit exceeded the remaining €150,- limit I had left on my casino account. After this mistake happened I reached out to the casino live support which is a casino representative and asked to get my casino account closed. This means that the player did reach out to the casino and have proof of it that he wants his casino account shut down since he is on CRUKS/GAMSTOP and exceeded his deposit limit too!

If the casino representative did act on this clear request, my account would have been closed on December 13rd preventing any further deposits/losses on Forza.Bet. The failure of this led to the high disputed amount eventually. So yes the player did attempt to close his account and while the self-exclusion tool did not work on selecting a permanent exclusion that day he afterwards did reach out to Support through chat and asked for a closure and made clear why too.

And I do want to point out that the final conclusion from Casino Guru is binding for a resolved complaint, meaning that the casino cannot force its own offer and refuse any other outcome by the Casino Guru team as the casino does not agree on it. That would not result in a resolved complaint as it is unfair towards the players. This means that the final conclusion from Michal should be respected and followed by both parties since Casino Guru is the neutral party here.

Awaiting for your final conclusion Michal and explanation based on all of the above!

If you experienced issues with Gmail, you were always free to make a request after hours or the next day. We believe this information is inaccurate, but once again, you could have contacted us by email at any time. As per our rules, self-exclusion requests must be made via email.

You have not provided any evidence showing that we did not have such rules in place, nor that the self-exclusion was ineffective. We acknowledge that, due to the age of this case, there are limitations in providing complete records. However, based on the facts shared with the Guru team, it is clear that:

You had a duplicate account.

You voluntarily initiated a 24-hour self-exclusion.

You were free to continue using the 24-hour self-exclusion, but chose not to.

You did not submit any self-exclusion request by email.

If the account had not been deleted, we would have been able to provide all necessary supporting facts, and the case would already be resolved. Unfortunately, we do not have these records, and you have not presented evidence proving otherwise.

In light of the above, we are offering only a 50% refund of the amount in question as a gesture of goodwill, in line with our procedures. Dear Guru, we await your reply. Continuing this back-and-forth will not lead to a new outcome, our final and only solution remains a 50% refund. Our next reply will be addressed solely to the Guru team’s comments.

You had a duplicate account.

Unfortunately, still no evidence shared or explained.

You voluntarily initiated a 24-hour self-exclusion.

No the casino did not allow a permanent/indefinite exclusion. You had to start with a 24 hour and afterwards select the time you need/want.

You were free to continue using the 24-hour self-exclusion, but chose not to.

Afterwards it did not work selecting any time in the self-exclusion section. This led me to contact the live support to ensure that I have evidence of this conversation so the casino cannot deny it never heard about this request. Especially with the error from December 2nd this was a safe way to ensure my request is received accordingly.

You did not submit any self-exclusion request by email.

I did ask for a closure on December 2nd but this one bounced back, thats why I made sure to be clear in my live chat on December 13rd.

And as discussed previously, the deposit limit tools did not work. Regardless about the part were the casino failed to set any reference in its T&C to the separate section for any additional rules. The casino already acknowledged that their rules were not outlined in the T&C which should be leading. But that these rules are incorrect and a false by the casino is shown in the casinos own systems as it contradicts their unique rules. As I have mentioned before I was able to see on December 13rd and 16th that I exceeded the 'active' and selected deposit limit. If the casino rules about a cool off period really existed as claimed by Forza.Bet the player would have been able to see that there is a cool off time or no limit during the cool off period as the player was in the 'alleged' waiting time for the new limits to be active. However, this was not the case and the player could see the selected deposit limit and that it was exceeded by a substantial amount contradicting the casino claims that their rules are the way they explained.

The Casino Guru team also agreed on that this way of using a deposit limit is unsafe and problematic, and that you cannot ignore a refund based on the duplicate account claim for your failed responsible gaming tools which how you explained is contradicted by the casino software itself as I was shown the opposite.

So I agree that this discussion has to end and that we should wait for the further comments from Michal.

I do expect the casino to agree on the final conclusion from Michal as I will do so too in order to close this case as resolved. And if this amount is higher then 50% and the casino refuses, I do expect Michal to close the complaint as unresolved with the relevant black points fitting the complaint.

Dear Youssf,

To respond to your statement:

"I do find your change in view quite weird to be honest"

There was no change in my point of view. In every single one of my replies, I stated that I agree that you should be refunded for the aforementioned €450 lost due to the function of the deposited limit. I have also stated that, since I can not 100% prove that either side is right or wrong when it comes to your self-exclusion request, I suggested going through with the compromise that the casino came up with. If they didn't, I would have suggested this amount myself.

Would you be willing to accept the offered amount?

Thanks for the quick reply Michal and your explanation!

I stated that I agree that you should be refunded for the aforementioned €450 lost due to the function of the deposited limit.

Well this also happened on December 16th when again I was able to exceed the selected deposit limit as you can see in the screenshots I have sent earlier to you. If you would agree that the exceeded amount of that day should be returned the amount to be refunded to the player would be much higher actually regardless of all other arguments discussed in here.

So my final question to you Michal is do you believe that I should agree on this offer of 50% or do you believe that I am entitled to the net loss amount of December 13 and 16 that exceeded the selected deposit limit.

Your answer would be seen as the final conclusion in this dispute and I am willing to accept that for sure, whether it is the current offer of 50% or the return of the exceeded amounts from both days I will respect your conclusion and accept it to solve this complaint!

Pending your reply Michal I did try to open a new account with Forza.Bet but this was not possible as my email already exists. That js why I would like to know how to proceed in order to obtain the refund as I miss further instructions.

Dear Michal,

Please provide much amount we must refund to close this case as resolved. We are waiting for your reply.

In the meantime the account has been opened and is working.

Awaiting further instructions in order to obtain the refund and what amount it will be Michal.

Based on the above post of yours you mention that you agree that the player should receive a refund for the amount that exceeded the deposit limit (this is not €450 but higher!) but at the same time agree on the offer of 50% from the casino which js €1775.

Thats why we are awaiting your final conclusion and what amount should be refunded (either 50% or the net loss exceeding the deposit limit on both days which you can see on both screenshots you have received earlier).

Dear Youssf,

We are asking you to share the screenshot that you shared with Michal.

Dear Forza.Bet,

Please check the e-mail I sent you as I am unable to upload attachment/pictures in this complaint unfortunately.

In the screenshots you will see the deposit limit of December 13 (€600) and December 16 (€1000) that on both days being exceeded as you can see according the casino own systems/overview section when opening the gambling limits tab. That is also the amount I refer to for Michal in my previous post.

Dear Guru Team,

We made a decision that the casino is ready to refund 50% of the requested amount on the new account. Customer agrees with the offer, your withdrawal will be completed according to our policy and timeframe.

Thank you all for your patience and cooperation

Hi all,

Just to be sure I was waiting for the final conclusion of Michal as he was not clear on his last post. As you can see he did say to agree on the current offer of €1775. But he also acknowledge that the player is entitled to a refund of the amount exceeding the limit which is higher then the current offer.

To leave no doubt I was waiting for that confirmation from Michal as final proposal to close this case with either the €1775 as 50% of the main disputed amount or the exceeded amount from both days(€450 and €2286).

Awaiting that reply, in the meantime I did open a new account as that is needed to obtain the refund in all situations per the casinos request. This account is active and linked to the same email as the one used with the disputed account.

Dear all,

We apologize, but the casino is offering only 50% of the requested amount.

This is the last offer from our side.

Could you specify what amount that would be and be clear on that?

The amount will be 50% of the requested - 1775

Hi Support,

Just to be sure you also agree another amount given your post:

Dear Michal,

Please provide much amount we must refund to close this case as resolved. We are waiting for your reply.

This means that if Michal conclude that the player should receive the net loss of exceeding the deposit limit you would agree on this too?

And if he conclude only €1775 you would refund that amount instead?

If that is the case would the casino also consider to take the average of these two amounts (total of 2100) and both parties have a good offer that can be agreed on instead of waiting?

Dear Youssf,

We have repeatedly explained our position, and we believe we have done everything possible to reach a fair solution for both sides. The casino is prepared to refund 50% of the amount — 1,775 — as a gesture of goodwill and to consider this case resolved.

Dear Michal,

This is our last offer. Please close this case as resolved.

Dear Forza.Bet,

Awaiting the fund to be received in order to get the money on my bank account. Once received in my bank account I will update this complaint so it can be closed!

Michal has already made a decision

Michal thinks that this offer is fair enough from our side to close this case as resolved. This is the amount that we can refund. We do not need to wait, Michael, he already shared his opinion in that case

Dear Forza.Bet,

As mentioned the player does agree on your final offer of €1775,-.

The username of the new account has been provided per mail and the e-mail I used is the same as the one you contacted me. Awaiting for the further steps to withdraw the money to my bank account and solve this matter.

Hello Michal,

Still waiting for your reply as this complaint should remain open until the funds reach my bank and are confirmed.

Forza.Bet was going to adjust my casino balance on Saturday but I am still waiting due to a technical issue on their EUR payments. Hope they solve it today and pay the amount out to resolve this case.

Dear Youssf,

Please let me know as soon as you receive your refund. I will keep the complaint open until then.

Dear Youssf,

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.

Hello Michal,

I hope to be able to provide you an update later this week as the casino is refunding the total amount in parts. Two parts have been received last week and I expect that the casino will refund the remaining part this week to close the complaint.

By the end of this day or tomorrow at the latest, your last withdrawal will be completed. Thank you for your patience.

Dear Youssf,

Thank you for the update. I will be waiting for your confirmation that the full sum has been refunded.

Hello dear all,

The final step has been completed. We kindly ask you to proceed with the withdrawal and then add a comment to close this case as resolved. Many thanks to Youssf for your patience and cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Youssf,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal