The player from Germany reported that Fugu Casino had failed to adhere to his set deposit limit of €100 per day, allowing him to deposit significantly higher amounts despite the active limit. He received contradictory information from customer support denying the existence of the limit and experienced account blocking after demanding a refund, with the casino citing his German residence as the reason. The player sought assistance in obtaining a refund for the excess deposits. The complaint was marked as resolved after the player confirmed the issue had been addressed, though no specific details of the resolution were provided.
Fugu Casino - Player's deposit limit has been exceeded.
Resolved
Our verdict
Case closed
Amount: €156
Fugu Casino
Safety Index:HighCase summary
Discussion
Public
Public
3 weeks ago
Translation
Dear CasinoGuru Team,
I hereby wish to file a complaint against Fugu Casino.
This is a case where both the deposit limit was not adhered to and customer support did not provide adequate assistance.
I set a deposit limit of €1,000. However, I was able to deposit a total of €1,156, thus exceeding the limit. I never changed or removed this limit.
In the live chat, I was informed that according to the system, no deposit limit was active. However, since I had set one, this indicates a problem with the system or the casino's logging.
Instead of clarifying the matter, I was simply referred to email support.
I then contacted support via email, but have not yet received a reply.
In summary:
- Deposit limit of €1,000 has been exceeded (€1,156)
- I will not change the limit.
- Contradictory statement from support ("no limit active")
- No response to my email inquiry
Deposit limits are a fundamental safeguard and must be reliably adhered to. The fact that this was not the case here is, in my view, unacceptable.
I therefore request that you review the case and assist me in obtaining a full refund of €1,156.
Best regards
Automatic translation:
Public
Public
3 weeks ago
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.
Public
Public
3 weeks ago
Dear Kawwun,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. First, I would like to clarify that, unfortunately, a full refund of your deposit may not be possible. If your spending limit was set at €1,000 and set correctly, the casino should refund only the amount that exceeded this limit.
To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Could you please clarify how exactly you set the deposit limit? Did you use the option in your casino account?
- Can you provide any evidence confirming that the deposit limit was set when the deposit was made?
- Which payment method did you use to make the deposit?
- Did you make one deposit of €1156, or multiple smaller ones?
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
3 weeks ago
TranslationDear Kristina,
Thank you for your feedback.
First, I would like to make a correction:
I meant a daily deposit limit of €100, not €1,000. That was a misunderstanding on my part.
Additionally, I would like to point out that immediately after submitting my complaint, I sent two emails to CasinoGuru to correct this information accordingly.
In the casino in question, the user profile under "Restrictions" allows users to set daily, weekly, and monthly deposit limits. It is also explicitly stated there that these limits take effect immediately.
I set this daily limit of €100 right at the beginning. Unfortunately, I can't provide a screenshot or any other proof of this. However, this is standard procedure for me, which I follow immediately after registering at every casino.
I used bank transfer via Revolut as my payment method.
The deposits were not made as a single amount, but in several smaller transactions (€50 / €100).
For me, the crucial point is that the system allowed further deposits despite the active limit. That's precisely where I see the problem.
Furthermore, the suggestion that there was no limit was made several times in the live chat.
I hope this information helps you in further processing my case.
Best regards
Kawwun
Automatic translation:
Public
Public
3 weeks ago
TranslationI would like to summarize the current status of my case and provide an update, as the situation has deteriorated significantly in the meantime.
After registering at the casino, I deliberately set a daily deposit limit of €100 to control my gambling. However, this limit was obviously not adhered to, as I was able to deposit significantly higher amounts on the same day.
When I noticed and raised this issue, the casino consistently denied it. They claimed that no such limit existed on my account, even though I had actively set one.
Subsequently, I repeatedly attempted to clarify the matter via email and live chat. The responses were either evasive or simply referenced internal rules without addressing my specific issue.
What is particularly problematic is that:
- the deposit limit I set was not adhered to
- this fact continues to be denied
- no transparent or comprehensible clarification has taken place
After I finally made a clear demand for a refund of my deposits and set a deadline, my account was suddenly blocked.
It is also striking that I am from Germany and my account was blocked shortly after I complained and raised potential regulatory issues. This timing raises further questions for me.
Since then, I have received no replies to my messages. While previously there were responses within a short time, now there is complete radio silence.
This behavior gives me the impression that a clarification is being deliberately avoided, especially after I pointed out the limit violation.
I would like to emphasize once again that I relied on the set deposit limit and that it provided me with essential protection. The fact that this limit failed to work is, in my view, a serious flaw.
Additionally, I would like to emphasize that I was explicitly informed that my account was blocked due to my residence in Germany. At the same time, the casino argues that I am responsible for verifying the legal permissibility of using the service in my jurisdiction, and that this is covered by the terms and conditions.
In my view, this argument is untenable. Terms and conditions cannot supersede applicable law or override fundamental protective mechanisms. If a provider is not permitted or willing to serve players from certain countries, it is their responsibility to technically prevent such access and deposits – especially before any deposits are even accepted.
I find it contradictory and legally questionable that deposits are accepted while at the same time the responsibility is subsequently shifted entirely onto the user.
I therefore continue to request support in clarifying this case and hope for a fair solution, especially with regard to the refund of my deposits.
Automatic translation:
Public
Public
3 weeks ago
TranslationI would like to add a crucial point to my complaint, which, in my view, demonstrates particularly problematic behavior on the part of the casino.
Initially, it was clearly not a problem for the casino that I reside in Germany. I was able to register without any issues, make deposits, and use the services without restriction. There was no notification, no limitation, and no block whatsoever.
Only when I started actively demanding my refund and following up did their behavior change drastically.
During our communication, I clearly confirmed once again that I am a resident of Germany. Immediately afterwards, my account was blocked – for precisely this reason.
This leads to a clear and, in my view, unacceptable contradiction:
As long as I was depositing and losing money, my location wasn't a problem.
The moment I request my money back, my location is suddenly used as justification for a suspension.
This behavior not only seems contradictory, but strongly suggests that rules are being applied deliberately and situationally to the player's disadvantage.
This is particularly critical because:
The restriction was not implemented preventively, but only reactively after my complaint.
I was previously accepted as a customer and was able to make deposits without any problems.
My location was only used as an argument when it came to a repayment.
In my view, this is a targeted, retrospective and selective enforcement of rules, serving solely the purpose of avoiding a refund.
It is also important for me to clarify that in this case I am solely concerned with the failure to comply with the daily deposit limit of €100.
I was able to deposit significantly higher amounts, even though this limit was in place. This point is the core of my complaint – nothing more and nothing less.
Such a procedure is neither transparent nor fair and contradicts basic consumer principles.
I request that this point be explicitly taken into account when evaluating my case.
Automatic translation:
Public
Public
2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Kawwun,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
