The player from Germany had an active self-exclusion due to a gambling problem. The player believes that he should not have been able to register a new account with FizzSlots Casino. Player’s complaint has been resolved successfully.
FizzSlots Casino - Player’s requesting a full deposit refund.
Amount: €800
FizzSlots Casino
Safety Index:HighSafety Index
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8.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Sensitive attachment
Sensitive attachment
2 years ago
Translation
Hello,
I had my account closed at Fizzslot in December 2021 due to "gambling addiction". Nevertheless, it was possible for me to register again using the same email and personal information through an advertisement. (On Aug 22). I lost €800 this way The casino refuses to refund deposits.
ID1. Account: FSDE100027687
ID2. Account: FSDE100047312
Please anonymize confidential information:
Automatic translation:
Public
Public
2 years ago
Dear Neptun07,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Could you please affirm that you’ve used the same credentials to open your new account as with the previous one? From the forwarded communication it is not clear that your account got blocked due to a gambling problem, could you please forward any supporting evidence? My email address is petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Hello Petronela,
there is an update from my side on this case.
The casino checked my request again and refunded the deposits, then closed the account.
So this case can be closed.
Greetings Neptune
Automatic translation:
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Public
2 years ago
Hi CasinoGuru team,
It's been 6 days since the customer submitted their response and provided enough information to close the complaint. Could you please speed up the process?
Thank you.
Public
Public
2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Neptun07, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
PS: Thank you, FizzSlots Casino team, for understanding that we have 500+ open cases and each side has 7 days to reply.
