Fonbet Casino - Pelaajan omaehtoista pelikieltoa koskevaa pyyntöä ei otettu huomioon.

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Dear ihea1984xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

To clarify the case:

• Can you still log into your account?
• Can you provide the exact dates of your deposits and gambling activities that occurred after your self-exclusion?
• Do you have any additional correspondence with Fonbet related to your self-exclusion that you can share with us?

Thank you very much in advance.

Best regards,

Petra

Hello Petra,

thank you for your message.

I confirm that despite submitting a formal request for permanent self-exclusion, Fonbet still allowed me to log in, deposit and gamble.

No responsible gambling protection was applied.

All deposits were made after my self-exclusion request.

Total loss: €7,388

Please request full reimbursement from Fonbet.

Kind regards

Sascha

Dear ihea1984,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Igor (igor.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Dear ihea1984,

I am so sorry to hear about your problem with the Fonbet Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Fonbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Fonbet Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

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 ihea1984,

We have repeatedly tried to contact the Fonbet Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the Fonbet Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor

Dear all,

We’ve reopened this complaint at the request of Fonbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

My transactions after the suspension:

Deposits: €7,888.00

Payouts: €3,504.42

Net loss: €4,383.58

I demand a refund of this net loss, as all bets placed after the ban should not have been accepted.

Meine Transaktionen nach der Sperre:

Einzahlungen: 7.888,00 €

Auszahlungen: 3.504,42 €

Nettoverlust: 4.383,58 €

Ich fordere die Rückerstattung dieses Nettoverlustes, da sämtliche Spieleinsätze nach der Sperre nicht hätten akzeptiert werden dürfen.

Dear Fonbet Casino,

In accordance with our policy and point of view, once a player's account is blocked as a result of a self-exclusion request, it cannot be reopened under any circumstances.

The sole exception is if the player has requested self-exclusion for a specific timeframe.

However, since this was not applicable in this instance, the player should be eligible for all deposits made after the account was reopened.

Thank you for the opportunity to clarify this case.

At present, restrictions on betting and deposits are applied manually. When a player contacts our support team and requests account blocking, the request is processed by the responsible team and the account is blocked accordingly.

If the player later contacts us with a request to remove the restriction, the account may be unblocked only upon the player’s personal request. The account is reopened only if the player clearly and explicitly confirms their intention and insists on the unblocking.

In this particular case, the account was unblocked on 26.11.2025 after the player contacted live chat support, provided personal details, and explicitly requested the account to be unblocked. The player’s request was fulfilled.

After the unblocking, the player made 28 successful deposits totaling approximately €8,000, as well as 22 successful withdrawals totaling approximately €3,500. These deposit and withdrawal activities continued over an extended period of time, and in each instance the player personally entered confirmation codes. The last deposits were made on 03.12.2025.

In summary:

1.     Given the continued betting activity and multiple deposit and withdrawal operations, we believe the player was aware of and in control of their actions.

2.     The account was unblocked strictly at the player’s personal request, in accordance with our internal procedures. All procedural requirements were met.

3.     We are unable to determine how the claimed amount of €7,388 was calculated, as it does not correspond either to the total deposits or to the net difference between deposits and withdrawals.

We remain committed to responsible gambling principles and continue to improve our tools and internal processes in this area.

Kind regards,

Fonbet Casino Team

Dear Fonbet Casino,

According to our policy and point of view, self-exclusion requests should never be lifted.

This contradicts the fundamental purpose of self-exclusion and responsible gambling — to protect vulnerable players from losing their money through gambling.

Therefore, the player is eligible for the full deposit amount minus any withdrawals, which is approximately €5,500.

Could you please provide evidence of the player’s deposits and withdrawals after the account was reopened so that the exact amount can be calculated accordingly?

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 Igor, ihea1984,

We require a little more time to complete additional internal checks.

Thank you for your patience.

Kind regards,

Fonbet Casino Team

Dear Fonbet Casino,

Thank you for your response and for informing us that you are looking into this case.

In your upcoming response, I kindly request any evidence, information, or explanation that may assist in progressing this case towards a successful resolution.

Please reply when there is any update regarding this complaint.

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 ihea1984,

As I have mentioned earlier, once the player's account is closed for self-exclusion or problematic gambling related problem, it should not be reopen under any circumstances. I've tried to talk to casino about this situation, but their point of view remained the same.

Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the Fonbet Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor