Forzabet.live Casino - Player’s account remains active despite self-exclusion request.

Sehr geehrtes Casino Guru Team,

​ich reiche hiermit eine formelle Beschwerde gegen das Casino Forzabet ein.

​Ich habe den Support des Casinos ausdrücklich kontaktiert und um eine dauerhafte Schließung meines Kontos gebeten. Dabei habe ich klar kommuniziert, dass ich unter Spielsucht leide. Das Casino hat auf meine Anfrage reagiert, das Konto jedoch nicht geschlossen.

​Infolgedessen war es mir weiterhin möglich, Einzahlungen vorzunehmen, obwohl der Anbieter Kenntnis von meinem problematischen Spielverhalten hatte. Seit meiner Bitte um Kontoschließung habe ich insgesamt 349 EUR eingezahlt.

​Eckdaten:

​Casino: Forzabet (forzabet.live)

​Grund der Schließungsanfrage: Spielsucht / Glücksspielprobleme

​Status des Kontos: Immer noch aktiv / Einzahlungen möglich

​Geforderte Summe: 349 EUR

​Ich verfüge über Screenshots der Kommunikation sowie Belege über die nachfolgenden Einzahlungen. Da das Casino seine Sorgfaltspflicht zum Spielerschutz (Responsible Gaming) grob vernachlässigt hat, fordere ich die vollständige Rückerstattung der Verluste, die nach meiner Sperranfrage entstanden sind.

​Vielen Dank für Ihre Unterstützung.

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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

Hallo Attila,ich habe die Mail Adresse angeschrieben die zur Meldung für Responsible Gaming auf der Seite angeführt wird. Ausweis oder sonstiges habe ich nicht geschickt da dies nicht verlangt wurde. Ich habe kurz nach meiner ersten Anfrage zur Selbst Sperre wegen Spielsucht eine Antwort bekommen mit der Frage aus welchen Grund ich mich sperren lassen möchte ,obwohl ich dies bereits beim ersten Mal klar kommuniziert habe habe ich es noch drei Mal versucht jedoch keine Antwort mehr bekommen. Mir ist noch dazu eingefallen dass ich ein Einzahlungslimit von 40 Euro monatlich gleich vor der ersten Einzahlung beantragt habe auf diese Mail wurde leider gar nicht reagiert.

Leider bewegt sich mein Gesamt Schaden bereits bei 623 Euro und habe bis jetzt noch immer die Möglichkeit einzubezahlen. Sollten sie Dokumente ( Mails,Einzahlungsnachweise) benötigen,kann ich diese gerne zur Verfügung stellen.

Liebe Grüße,und Danke für die Unterstützung.

I.D

Hallo Attila,schon irgendwelche Informationen bezüglich meiner Beschwerde?

Lg

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.

Hallo Attila,habe den geforderten Nachweis an deine persönliche Mail Adresse gesendet.

Liebe Grüße

[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.

Hallo Attila,habe die bereits vor Tagen eine Mail mit den geforderten Nachweisen geschickt.

Lg

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

Hallo Martin,vielen Dank für die Übernahme des Falles,ich werde die geforderten Daten an deine E - Mail Adresse senden und das Casino erneut Anschreiben.

Mit freundlichen Grüßen

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.

Hallo Martin, Account wurde geschlossen,Rückzahlung wurde keine veranlaßt.

Lg

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.

Vielen Dank für ihr Bemühen.

Lg

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 he agrees 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.