Forzabet.live Casino - Player's self-exclusion request was ignored.

The casino seemingly engaged in malpractice and does not take appropriate steps to fulfil their obligations under the reasonable gambling policy.

I started a live chat requesting to self exclude. Message was delivered.

Under their terms self exclusion shall be placed and finalised upon request.

This never happened. I was subsequently allowed to deposit further funds. Upon trying to resolve this situation I explained that I suffer from numerous mental health and processing conditions, that their "denying" of the request was due to a lack of evidence.

We had a back and forth exchange between customer support and myself where I asked numerous times for the correct details to raise a complaint, the employee name and number of the person I was speaking with and for all correspondence, including live chat communication, to be sent to myself.

There has been a complete lack of professionalism while dealing with this and have subsequently not received any of the information that I have requested.

I proposed a suitable resolution would be to refund all monies that were allowed to be deposited after my self exclusion request. Communication from there end has now stopped.

Dear foxcostello63,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-Exclusion

For those needing a break from gambling, we offer a self-exclusion feature. Our support team can guide you through the process to ensure your well-being is safeguarded.

Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru. Do I understand correctly that you still have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Kristina,

I have emailed you on the address you supplied above.

Regards,

David

Dear all,

We initially paused communication with the customer due to concerns that we were not in contact with the actual account holder. The suspicion arose because the user contacted us from a different Gmail address, which is not linked to any account on our platform.

After identifying the legitimate account holder, we sent a KYC (Know Your Customer) request to the verified email address associated with the account. However, we did not receive any KYC confirmation from this email.

Subsequently, we received another message from the alternative Gmail address requesting evidence such as live chat transcripts and transaction history. It’s important to note that the transaction history is publicly available to the account holder via the "Transactions" section on our platform, where all details can be reviewed directly.

This raises the question: why didn’t the user simply access this information from their account? Instead, they insisted on receiving it through a different, unverified Gmail address. Due to these unusual actions, and in order to protect the account holder's privacy and security, the casino decided to withhold the requested evidence.

Dear Kristina,

We have thoroughly reviewed the matter multiple times to determine whether a self-exclusion request was indeed submitted. After carefully examining all communications with the account holder, we found no indication of such a request.

We are prepared to present all relevant evidence demonstrating that this complaint is unfounded.

Although a different email account was used for some correspondence, both accounts belong to the account holder.

The information for KYC was released and sent via the communication lines available.

The matter of passing communication due to a lack of certainty over the identity of the account holder and who was communicating with the team members at Forza was never vocalised or explained.

I attempted and asked multiple times for the correct means to raise a complaint as it was made clear that customer support would not be able to help with matters outside of their remit.

Information was not passed over. A desperate line of communication was raised via the complaints email address and there has been no response.

The fact over transactions was raised in desperate correspondence. I was in the process of collating all information before the self exclusion (2nd attempt) was put in place.

The fact that transaction history seems to be unaccessible after an exclusion raises questions. This information has seemingly disappeared from the account or is now not accessible yet the account and login remains available. A self exclusion usually renders the account holder incapable to logging into the account entirely. This doesn't seem to be the case, more - certain information becomes hidden at the companies discretion.

I hope all correspondence is made available to the appropriate personnel.

I requested such information to determine if the complaint is necessary and just. Or if correspondence that was seen to be delivered had been ignored.

Not being able to access this information on request and after providing documentation as requested by the finance and support department raises questions for myself.

Different* not desperate.

I kindly request that the above comment be amended as to remove the personal email address you have included.

I feel that this is totally inappropriate for a public forum.

Username of account holder should suffice.

Regards,

To clarify, I am not requesting copies of correspondence between email addresses.

I am asking for copies of archived messages via the live chat system used at forza.bet

Archived live chat messages that are linked to my account.

I believe this information is still within the realms of an acceptable request and is something that is not automatically sent/linked to email addresses.

Correspondence between us via email is accounted for.

The request for self exclusion was via live chat, the message was delivered and I believe that this was not acted upon.

Regards,

David

We want to inform you that these comments are under - Waiting for approval status, which means the comment is not in public. We are asking the guru team to hide this information after they read all this.

Thank you kindly for informing me of this

Just to update,

The issues revolving around a questionable transaction that never appeared on my account has been resolved with the third party merchant payop.

My only query now revolves around the the archived correspondence through live chat and my request to self exclude.

Dear Katrina,

Thank you for the reply.

You are correct in saying I didn't save correspondence pertaining to my self exclusion request.

The account is currently closed after subsequent correspondence between myself and Forza.

The Forza team reached out to me again requesting I provide evidence of such a request.

I explained that the reason I am asking for transcripts of all live chat correspondence under the account belonging to foxcostello1 was to ascertain of the grounds for my complaint holds weight.

I have asked that all transcripts pertaining to that account that were started under the email addresses I hold. Email address that above private messages from forza.bet have highlighted.

I was informed that these documents have been passed over to you. Can I confirm that this is the case?

Regards,

David

I explained to the forza.bet team that if no evidence as such is within the transcripts then why is there such a delay in releasing this information to myself. The livechat transcripts will be able to shed light on this situation.

If you require me to send through correspondence or any additional information please don't hesitate in asking.

Based on reviews and complaints located in other sites the problem I have encountered seems to be a common issue and practice within the forza.bet team.

I have little faith that the documentation they informed me was sent to you at casino.guru is false or greatly misleading/incomplete.

Can I ask kindly that any transcripts that have been sent forward to yourselves be shared with me as I am being faced with a total lack of professionalism whilst trying to deal with this situation.

Regards,

As a casino, we naturally have both satisfied and dissatisfied players. However, thanks to the quality of our service, the majority of our customers are happy with their experience. Like any business, you’ll find both positive and negative reviews, which is completely normal. That said, these general opinions are not relevant to this specific case.

We have provided all the necessary evidence to show that your self-exclusion request was not ignored. We have asked the Casino Guru team to close this case as resolved based on the facts we have submitted.

The casino has declined to issue a refund because there is no evidence that your self-exclusion request was submitted or ignored. Additionally, if the live chat was not responsive, our system automatically prompts customers with the following message after a short delay:

"Sorry, I won’t be able to respond as quickly as I had hoped. Please reach out to us at support@forza.bet, and I will get back to you as soon as I can."

Despite this message, you did not contact us via email. According to the evidence we provided to the Guru team, no self-exclusion request was submitted via Gmail or live chat.

Dear Foxcostello63, please focus only on your own case. If there are any issues with other players, we will address them accordingly. Let the casino handle its operations and procedures appropriately.

Again I kindly request that the evidence is shared with myself so I took can be satisfied with the quality of service you claim.

On the 4/8/25 in sent seperated correspondence requesting that my account be permanently closed, as such that I am unable to login to the website.

I received confirmation of this from the Forza support team but it seems as though this too has been skimmed over and ignored as I'm still able to login in to the website.

Can you advise as to why this is the case and again provide transcripts of correspondence that I have requested and that you have sent forward to the casinoguru team.

Hello everyone,

Thank you, Forza.Bet Casino Team, for providing more details regarding this case.

foxcostello63, I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter.

In this case, it’s clear why the Forza.Bet Casino team acted as they did — contacting them from multiple email addresses understandably raised concerns about the true ownership of the account. Since there was no response regarding the KYC from the email address officially registered with the casino, their decision to stop communication is in line with standard security practices.

We at Casino.guru must also follow strict internal policies: we are not allowed to discuss or share complaint-related information with any email address that doesn't match the one used to register the complaint on our platform. This is a basic security measure, and one that protects all users — including you.

I'm sure you’d expect the same level of protection if someone else tried to access your personal data without proper verification.

Furthermore, the self-exclusion request, where a player stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to proceed with a case like this. Since you didn't provide the request and your account has been closed, we cannot handle this case as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.