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

I asked for self exclusion from there site,, but they still allowed me to deposit and loose money

Dear Bob123, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the terms and conditions 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.

Is your account still open? Please specify when you contacted the casino for the first time. Did you provide the reason for your self-exclusion (gambling issues/addiction)? Would you be so kind as to forward me the self-exclusion requests that you sent to the casino? My email address is natalia.b@casino.guru. 

Thank you very much in advance. 

Best regards, 

Natalia

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Hi my account is still open after I have asked them twice for self exclusion and i first contacted them to do this on the Friday 29th Aug to do this thank

Dear player, if your account is still open, I would recommend sending another self-exclusion request to the casino (support@forza.bet) as soon as possible using the following guidelines:

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 be immediately excluded 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 ... (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."

Please, let me know once you send this email (you can even CC me - natalia.b@casino.guru - so I receive a copy of it).

they have blocked me out of there site now it gives this message when I try and log in.

Account has been suspended due to a violation of the Terms of Service

They should have blocked me when I asked them to many days earlier

Dear Guru Team,

We would like to clarify the situation regarding the self-exclusion request submitted by the customer.

The initial request was made incorrectly. When the customer first contacted us, claiming that there was some restriction, we promptly reached out to request further clarification. However, we did not receive any response from the customer at that time.

The next communication we received from the customer concerned withdrawal limits and processing time. Based on this, and the lack of follow-up regarding the initial account closure claim, we concluded that there was no issue requiring further action.

It is important to note that the customer only contacted us again after choosing to cancel their withdrawal and subsequently losing the funds. Now, they are requesting a refund, which we find unreasonable.

If a player is experiencing gambling-related issues, a clear and properly submitted self-exclusion request is required, specifically stating the issue and including a reason and explanation. In this case, when we asked for clarification, the customer ignored our request and continued using the account.

Therefore, we respectfully request that this case be closed as resolved. The casino maintains that there was no wrongdoing on our part and, as such, will not be issuing a refund.

the email I sent.. in the subject it read,

SELF EXCLUDE

and the email started with please self exclude me.

If this isn’t clear enough to do ask I have requested or at a minimum suspend my account then there is something really wrong with your responsibility gambling procedures,,

Dear player, we carefully reviewed the entire communication history, including your 3 August message to the casino in which you asked about the status of your withdrawals and confirmed that your account was verified. The first email requesting an account closure was sent only on 30 August, and it did not mention gambling problems, addiction, or the need for responsible-gambling protection. Because of this, that email must be treated as a standard account-closure request rather than a formal self-exclusion.

When we evaluate complaints involving responsible-gambling measures, our goal is to protect players while also respecting the limits of what casinos can reasonably do. A valid self-exclusion request needs to clearly state gambling concerns so the casino knows it must take immediate action to restrict play and prevent further deposits. If a message simply asks for an account closure without any indication of gambling harm, the casino is not required to apply self-exclusion protocols.

In your case, the casino closed your account on 5 September, which is a reasonable timeframe for processing a standard closure. Because the valid self-exclusion notice was never provided, and the deposits and gameplay occurred before any confirmed request for responsible-gambling protection, we cannot ask the casino to refund those funds.

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