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Hello casinoguru. I need help, please.

I'm sending the email I've already sent to Fonbet twice. However, I haven't received a response.

Email to Fonbet:

Ladies and Gentlemen

I am hereby writing to you regarding my player account. I previously informed you about my account: xxx@xxx.de Have your account blocked via live chat and email due to the risk of gambling addiction.

Despite this active block, I was able to open a new account with you in September 2025 and make deposits totaling €2,551.

Since opening an account and participating in games while self-excluded is prohibited under applicable gambling law, your company has violated the legal provisions and your own player protection policies.

I therefore request that you immediately refund the full amount of €2,551 I have paid.

If no appropriate response is received, I will be forced to refer the matter to the relevant gambling regulatory authority and, if necessary, to legal counsel.

I also don't want to open a case with Casinoguru.

I hope you remain fair and refund me the amounts.

I was able to easily create a new account without checking the data.

I also had 3-4 withdrawals where I had to provide my information.

So this game view was ignored.

Hope for your help.

Hallo casinoguru. Benötige bitte Hilfe.

Ich sende die Email die ich Fonbet schon 2 mal gesendet habe. Jedoch erfolgt keine Rückantwort..

Email an Fonbet:

Sehr geehrte Damen und Herren,

hiermit wende ich mich an Sie bezüglich meines bei Ihnen eröffneten Spielerkontos. Ich hatte mich zuvor über mein Account : xxx@xxx.de per Livechat und per email wegen Spielsuchtgefahr sperren lassen.

Trotz dieser aktiven Sperre wurde es mir jedoch ermöglicht, im September 2025 ein neues Konto bei Ihnen zu eröffnen und Einzahlungen in Höhe von insgesamt 2551 € vorzunehmen.

Da eine Kontoeröffnung und Spielteilnahme während einer bestehenden Selbstsperre nach geltendem Glücksspielrecht unzulässig ist, hat Ihr Unternehmen hier gegen die gesetzlichen Bestimmungen sowie Ihre eigenen Richtlinien zum Spielerschutz verstoßen.

Ich fordere Sie daher auf, mir die eingezahlten Beträge in voller Höhe von 2.551 € umgehend zu erstatten.

Sollte keine angemessene Reaktion erfolgen, sehe ich mich gezwungen, die Angelegenheit an die zuständige Glücksspielaufsichtsbehörde sowie gegebenenfalls an einen Rechtsbeistand weiterzugeben.

Ebenfalls möchte ich ungern einen Fall bei Casinoguru eröffnen.

Ich hoffe Sie bleiben fair und erstatten mir die Beträge.

Ich konnte problemlos einen neuen Account erstellen ohne Kontrolle der Daten.

Hatte auch 3-4 Auszahlungen wo ich meine Daten angeben musste.

Diese Spielsicht wurde also ignoriert.

Hoffe auf eure Hilfe.

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.

Dear rles10,

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

Self-Exclusion

10.1. Self – exclusion is a formal process whereby a customer will request us to prevent them from being able to access our products or services for a specified period, or in some cases indefinitely.

10.2. Players can self- exclude for 1 month, 6 months, 1 year, 2 years, 5 years or indefinitely.

10.3. Once a self – exclusion has been activated customers cannot access their account. An arrangement will be made to pay any balance on the account.

10.4. A self-exclusion cannot be overridden, cancelled, or changed until the period by which the self-exclusion finishes has been reached.

10.5. When the period of the self-exclusion has finished, and the customer wishes to re-open their account they must contact the Customer Support Department and request this. The account will be reinstated once a period of 24 hours has elapsed, giving the customer a cooling off period to decide if it is the correct decision.

10.6. Customers can also extend their self-exclusion following the normal guidelines for exclusion.

10.7. During Time-Out and Self-exclusion, the Company will do everything to suppress any marketing sent to any customers who have opted for these measures.

Could you please forward me the self-exclusion requests that you sent to the casino? My email address is kristina.s@casino.guru. Also, do you currently have access to any of your casino accounts?

Thank you very much in advance.

Best regards,

Kristina

Email sent.

Email gesendet.

Thank you very much for your reply. I received your email, but unfortunately, it didn't contain the self-exclusion request I asked for in my initial message. Could you please forward it to me?

Email sent

Email gesendet

I noticed that you haven't replied to one of my questions. Could you please clarify if you have access to any of your accounts at the moment?

No. Both accounts are closed.

Nein. Beide Accounts sind geschlossen.

Thank you for your cooperation, rles10. I reviewed the whole case, and I am afraid that we are not able to support you further. 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. 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. The evidence you manage to provide, unfortunately, isn't sufficient. 

Furthermore, although we believe that once a player clearly indicates a gambling problem, the casino team should take appropriate steps (restrict the user accounts and do an assessment with the player, etc.) or close the player's account as soon as possible, we must also take into consideration that you created all accounts using different email addresses. Since the casino offers quick registration without providing any personal details, and verification isn't required at the point of registration, your email address was the only personal detail that could indicate you already had another account.

Of course, we would like to see every casino not allow players to open new accounts when they have previously closed their accounts due to gambling problems, but many casinos usually engage in a verification check prior to a withdrawal, so it is only then that they check all relevant information and find out about any restrictions for a certain player.

I can agree with you that the casino could have set its responsible gaming and self-exclusion measures more strictly, but this is not an industry standard, and there are no self-exclusion or responsible gambling tools rules applied universally to all online casinos.

Considering all the above and that you confirmed that both your accounts have been closed, there is not much that can be done in regard to the funds you have deposited and lost in the casino.

I can only recommend that you try to contact the licensing authority, as they have better tools and options to help players, and they are able to investigate such cases more thoroughly.

Furthermore, I would advise that you seek professional help for a gambling addiction as another helpful step in this difficult situation. We offer the list of Gambling Help Centers for your location here, and another recommendation is to use Apps and tools to block access to gambling at a global level that you can find here.

Due to the aforementioned reasons, 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.