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

Hi, I asked to be removed from the gaming site as it was causing my mental health and stress with losing money, to which they didn’t do because they said it wasn’t the correct forza email it was there finance one, to which they let me go in few days later to lose 1940 pound even tho I’d sent the email saying I was struggling and asked to be banded, something of this seriousness should have been passed forward and banned as I was clearly struggling and now with letting me further damage my mental health with more money loss they are not interested in the side of failing to act on a ban as I wished.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Forza.Bet Casino. I have checked the self-exclusion policy of the casino and have found the following information:

To request the closure of your account, you are required to contact our support team directly via email at support@forza.bet. All account closure requests must be submitted through this official communication channel.

Self-exclusion is a voluntary measure that allows players to suspend participation in all gaming activities for a selected period. During the self-exclusion period:

Deposits and betting functions will be disabled.

Withdrawals of available balances may be requested by contacting Customer Support.

No responsibility will be assumed for any losses incurred if a deposit is made while a request is pending review outside support hours.

How to Request Self-Exclusion

To initiate a self-exclusion request, players must contact our Customer Support team via:

Live Chat, or

Email: support@forza.bet

Our support agents will guide the player through the available options and confirm the selected duration of exclusion.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Please confirm whether your account is still open or if it has already been closed.  
• Please specify if your only request was sent to the finance department email? Why did you contact the finance department? Have you tried to contact the casino via support@forza.bet or live chat as well?  
• Have you mentioned that you've been struggling with gambling problems?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is natalia.b@casino.guru.

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,

Natalia

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi thank you, I sent an email to yourself regards to the questions you asked.

Hello,

To request the closure of your account, you are required to contact our support team directly by email at support@forza.bet. This is a mandatory procedure.

In this case, the customer submitted the closure request to our Finance team. According to our policy, such requests must be made exclusively via email to support@forza.bet. This information is publicly available. The Finance team is not a live chat service and cannot reply instantly, but they informed the customer of the correct procedure. Once the request was submitted to support@forza.bet, the account was closed accordingly.

We emphasize once again that this process is publicly stated and must be followed by every customer.

The casino cannot be held responsible for any losses incurred. Customers are expected to read and comply with our Terms and Conditions, which clearly outline the required steps. Unfortunately, failure to follow these steps led to the losses in this case.

i had also previously asked on live chat which they replied on live chat I had to email, I didn’t understand which email I had to send to, again the live chat person could have blocked the account or passed on the information, already being a banned gam stop player uk clearly this site doesn’t have any stoppages against people who are banned with mental health problems with gambling ? Nor do they show in interest when twice I didn’t ask at that correct place in there eyes, so now no care for player safety is a concern just you message wrong people touch luck after spending thousands and causing more metal health and family issues with my addiction after seeing the site through a pop up.

We have players who successfully closed their accounts because they followed the steps, read the terms and conditions, and completed the process without any issues. You mentioned that you contacted our live chat agent, who explained exactly where and how to submit your account closure request, but you still did not complete it. How is this our fault? We provided you with the necessary steps and informed you of the requirements for self-exclusion, yet you chose not to follow them and are now placing the blame on us. Dear Casino Guru team, we kindly ask you to close this case.

Next time, we kindly ask you to carefully follow the provided steps or review the terms and conditions section. If the Casino Guru manager was able to locate this information, there should be no reason you could not do the same.

It’s still evidence I tried and asked to close the account which you didn’t follow up on your side ? And still no answer to that you allow people who are banned from all betting sites to somehow play your site to which I can provide evidence for and you still advertise and entice troubled gamblers into your site then when asked to be banned say it’s not been sent to the correct people, seems very unprofessional letting troubled venerable people on your site let them spend thousands even after being ask to be banned ? Can you explain your part with allowing such people on your site ?

Dear Forza.Bet Casino, thank you for joining this complaint thread.

Dear player, can you please confirm that your account was ultimately closed?

I understand how important responsible gambling tools are, but your message cannot be considered a valid self-exclusion request if it was not sent through the casino’s designated channel for such matters. Casinos typically require these requests to go to a specific address or form so they can be processed correctly and without delay.

I would also like to clarify that while you are registered with GAMSTOP, this system only applies to casinos licensed by the UK Gambling Commission. Since this casino is not under a UKGC license, it is not connected to GAMSTOP and is not legally required to follow its exclusions.

It’s not legally required nor does it have any interest in anything other than taking your money ! Not once they have replied to anything regards to my messages Other than was sent to wrong place, not yes we can see you asked to be removed but was sent to the wrong email and we are here to help etc just aslong as they have taking there thousands after asking for help they arnt interested! Very unprofessional site

Dear Natalia,

We have already provided all the relevant facts demonstrating our professional actions, as well as the mistake made by the player. We kindly ask you to review these facts and consider the case resolved.

 Our Terms and Conditions exist precisely for this purpose, and compliance with them is a mandatory requirement. The player was free to read the Terms and Conditions at any time and to submit a closure request through the correct email channel. Had the proper steps been followed, the account would have been closed promptly and without any issues.

Our live chat agent also informed the customer about these steps.

That said, we do apologize if the account closure request was mistakenly sent to the wrong email address. Please note, however, that we cannot go against our established policies. Many players have followed the correct procedure and successfully closed their accounts without any difficulty.

Just same as when a feature game as been paid then when you go back to your account the full win amount doesn’t show in balance l, but yet the live chat just say they don’t understand ! Taking thousands of pounds of a struggled player who asked to be banned even when you do win a feature the win amount shows less in your accounts it’s just all upside down from top to bottom how this can possibly happen to such vulnerable people, yes it was sent to another one of your emails and you have that evidence but not willing to offer anything to support a mental health person who was aloud to bet on and lose 1900 pound, no sympathy that I actually tried to close the account no willingness to help just all take and into the next vulnerable person

Dear player, I would like to clarify that in your initial email to the finance department, you did not mention any gambling-related concerns. Your message was presented as a straightforward account closure request, without any indication of gambling problems.

Upon reviewing your subsequent communication with the casino, I can see that you later explicitly referred to experiencing mental health distress. For a self-exclusion request to be valid, it is essential that a player clearly acknowledges having gambling-related issues. This distinction is what separates a standard account closure from a formal self-exclusion.

Based on the available information, your casino account was closed on 29 August, which indicates that the casino responded to your request within a reasonable timeframe.

Please note that we are able to assist with the refund of lost deposits only in cases where the player explicitly states they are struggling with gambling addiction and the casino fails to take the necessary protective measures. Unfortunately, if you haven't notified the casino about your gambling issue, your funds are considered to be lost during the standard gameplay and cannot be reinstated.

Since your account has been closed after informing the casino about your situation, we cannot handle this case as a failed self-exclusion. I can only recommend that you request self-exclusion properly before you feel that you start to lose grip in the future.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, 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."

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows 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.

Regards,

Natalia