The player from Austria had formally complained about Forzabet Casino for failing to close his account despite his request due to gambling addiction. He had still been able to make deposits and had accumulated losses of €349 since his self-exclusion request, which he believed the casino had neglected. The player had contacted the casino multiple times via email requesting self-exclusion and deposit limits but had received inadequate responses. Although the casino eventually closed the account without issuing a refund, it had failed to provide sufficient explanation or cooperate with the investigation. The complaint was closed as unresolved due to the casino's lack of transparency and cooperation, which negatively impacted its Safety Index. The complaint was later reopened at the casino's request, and a refund of €211 was agreed upon, but after the player requested withdrawal, the casino failed to process it or respond further. Due to the casino's continued lack of cooperation and failure to complete the refund, the complaint was closed again as unresolved.
Forzabet.live Casino - Player’s account remains active despite self-exclusion request.
Failed self-exclusion
Black points: 122
Amount: €211
Forzabet.live Casino
Safety Index 8.0 HighCase summary
Translation
Dear Casino Guru Team,
I hereby file a formal complaint against Forzabet Casino.
I explicitly contacted the casino's support and requested the permanent closure of my account. I clearly communicated that I suffer from gambling addiction. The casino responded to my request but did not close the account.
As a result, I was still able to make deposits even though the provider was aware of my problematic gambling behavior. Since requesting account closure, I have deposited a total of €349.
Key data:
Casino: Forzabet (forzabet.live)
Reason for closure request: Gambling addiction / gambling problems
Account status: Still active / Deposits possible
Amount requested: 349 EUR
I have screenshots of the communication as well as proof of the subsequent deposits. Since the casino grossly neglected its duty of care regarding player protection (responsible gaming), I demand a full refund of the losses incurred after my self-exclusion request.
Thank you very much for your support.
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear IGGYSAN85,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Terms and Conditions and this is what I have found:
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.
Could you please advise what methos have you utilized to request a self-exclusion from the casino? Was it through the live chat or via email?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Attila
TranslationHello Attila, I contacted the email address listed on the website for reporting responsible gaming. I didn't send any ID or anything else because it wasn't requested. Shortly after my initial request for self-exclusion due to gambling addiction, I received a reply asking why I wanted to exclude myself. Although I had already clearly stated this the first time, I tried three more times but received no further response. I also remembered that I had requested a monthly deposit limit of €40 before making my first deposit, but unfortunately, there was no response to that email.
Unfortunately, my total damages have already reached €623, and I still have the option to make further payments. Should you require any documents (emails, proof of payment), I would be happy to provide them.
Kind regards, and thank you for your support.
ID
TranslationHello Attila, any information yet regarding my complaint?
Regards
I.
Dear IGGYSAN85.,
Thank you for your response. Could you please forward your self-exclusion request directly to my email? You can reach me at attila.g@casino.guru.
Thank you in advance for your cooperation.
TranslationHello Attila, I have sent the requested proof to your personal email address.
Best regards
[Redacted]
Dear Player,
Thank you for your response. Could you please forward receipts of your deposits as well?
Additionally, could you please confirm whether you currently still have access to your account?
Thank you in advance for your reply.
Dear IGGYSAN85,
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.
TranslationHello Attila, I already sent you an email with the requested documents a few days ago.
Regards
I
Dear IGGYSAN85,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila
Hello IGGYSAN85,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send one more email, precisely mentioning self exclusion and gambling issues to the casino again. Additionally, I would also like to ask you to forward me the exact email you have sent on 11th of March, not just as a screenshot but also as an original copy.
I would also like to invite the Forzabet.live Casino representative to enter the discussion.
Dear casino representative,
could you please check the case and explain the matter to us? As the player has issues with gambling, please block his account as soon as possible. Afterwards, would you also be able to provide us with his deposit history?
Thank you in advance for closing the account and providing us with your view of the issue. In case there is any additional evidence/information you would like to present us, please send it to martin.l@casino.guru
TranslationHello Martin, thank you very much for taking on this case. I will send the requested data to your email address and contact the casino again.
Best regards
I
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 IGGYSAN85,
have you received any further response from the casino's side? In the meantime, I will extend the timer one more time.
TranslationHello Martin, the account has been closed, and no refund has been issued.
Regards
I
Hello team,
We will provide an update as soon as possible.
Thank you for your patience.
Dear casino representative,
thank you for your answer, we are awaiting the results of your internal review.
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 IGGYSAN85,
we are extending the timer again, as we want to explore some other ways to establish contact with the casino. If there are any new developments on the matter, please keep us updated.
TranslationThank you very much for your efforts.
Regards
Dear IGGYSAN85,
I would like to thank you for your continued cooperation throughout the complaint process. Sadly, after reviewing all available information, we regret to inform you that we are closing this complaint as unresolved.
Although the casino initially acknowledged the complaint and indicated that an internal review would take place, we unfortunately did not receive any meaningful follow-up, explanation, or evidence from their side despite multiple attempts to re-establish communication. At this stage, there appears to be no genuine willingness from the casino to properly cooperate with our investigation or address the concerns regarding the handling of your self-exclusion request and subsequent deposits.
Due to the lack of cooperation and transparency, the complaint will be closed as unresolved and the case will negatively affect the casino’s Safety Index. Should the casino decide to meaningfully cooperate and provide relevant explanations or evidence in the future, we remain open to reopening and reassessing the complaint.
In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the website validator you can find in the footer of the casino's website. They have additional tools and options to assist players in these situations. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators. If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at martin.l@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.
Best regards
Martin
We’ve reopened this complaint at the request of Forzabet.live 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 casino representative,
thank you for your message. Would it be possible to provide me with a copy of the player's deposit history? If so, please send it to martin.l@casino.guru
Dear IGGYSAN85,
we have received a message from the casino representative. The casino is willing to refund 211 EUR to you. This should be the amount you have lost after 11th of March. At this point, we will try to independently verify what the correct figure should be, or wait for your confirmation that you agree with the proposed amount.
Dear IGGYSAN85,
thank you for your confirmation.
Dear casino representative,
IGGYSAN85 has confirmed, that they agree to the proposed refund. Please let us know once the amount is credited, so the player can initiate a withdrawal.
We apologize for the delayed response. To proceed, we kindly ask that you submit a withdrawal request.
Dear parties,
thank you both for your continued cooperation.
Dear IGGYSAN85,
please let us know once the withdrawal has been processed.
TranslationHello, the withdrawal was requested 4 days ago, but unfortunately it is still pending. I will close the case as soon as the money is in my account.
Best regards
I
TranslationHello Forzabet, I submitted my withdrawal request a week ago as you requested. Has it been processed yet?
Best regards
I
Dear IGGYSAN85,
thank you for keeping us updated.
Dear casino representative,
could you please give us an update on the proceedings? Is there a timeframe in which the withdrawal may be paid out?
TranslationHello Forzabet, I've been waiting for 11 days for my withdrawal or a response from support. Unfortunately, there has been absolutely no cooperation from your side. Please provide an update regarding my withdrawal.
Best regards
I
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.
TranslationQuick update: I've been waiting for the withdrawal I requested for two weeks now. I've contacted support countless times via email and live chat, but there's been no response whatsoever. The worst part is that I could deposit and play again, even though I've informed the casino that I'm a gambling addict and that my account should be permanently closed. It's sad what's going on there...
Regards
I
Dear IGGYSAN85,
I am sorry to confirm that since we haven’t received any further update from the casino regarding the withdrawal/refund issue, we cannot continue with the complaint resolution process and are forced to close it once again as ‘unresolved’.
I would also like to sincerely apologize for the false hope this situation may have created. After the casino requested the reopening of the complaint and confirmed its willingness to refund €211, it seemed that the case could finally be resolved. Unfortunately, despite the agreement being reached and the withdrawal being requested as instructed, the matter was not followed through.
Sadly, I couldn’t be of more help. However, please bear in mind that closing this complaint as unresolved will negatively influence the casino’s rating, and other players will be able to read about your experience in our review.
Best regards,
Martin
