The player from Greece set daily, weekly, and monthly loss limits of 150 euros on the casino website, which were ignored, leading to a loss of 5000 euros. Despite having evidence of the limit being activated, the game continued to allow losses beyond the agreed amount, which the player claims breaches the terms of their agreement. They seek a resolution by having 4850 euros returned and threaten further action if necessary.
Fonbet Casino GR - Player reports loss limits were ignored.
Amount: €5,000
Fonbet Casino GR
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Case opened
Current status
Waiting for casino to reply
4d 10h 20m 31s
Case summary
2 days ago
Public
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2 weeks ago
Translation
I set daily, weekly, and monthly loss limits of 150 euros at 16:10. I activated them correctly and have evidence to prove it. After several hours of setting the limits, I lost 5000 euros, which means the game should have stopped once 150 euros were lost and not continued further. I see there was a malicious intent to let me lose more than agreed upon. The terms clearly state the game should halt once the set loss limit is reached. Since neither gained nor lost amounts should exceed this, the game must stop immediately after losing 150 euros—this applies to all reputable companies. I followed the contract by setting my limits, yet the game continued. As I reached the net loss of 150 euros, the game did not stop, which breaches our agreement. I plan to file a complaint with the relevant authority and initiate a transaction dispute through my bank. I would like this matter resolved amicably by having 4850 euros returned to my account. If not, I will file a lawsuit for fraud, holding anyone involved accountable since my interests were deceitfully undermined.
Automatic translation:
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2 weeks ago
Dear kleitospaok30,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you received any confirmation that the loss limit was set?
- Could you share the evidence you mentioned?
- Could you please share your communication with the casino regarding the loss limit? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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2 weeks ago
Translation
As I told you based on the terms and conditions of the company and all betting companies in Greece and based on the law of the state and the company and the contract we have, I inform you that the limits set by the player are instantly visible in the system and to point out that the money was lost after several hours after I set the limits they should take responsibility and credit the 4850 back
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1 week ago
Dear kleitospaok30, could you share the evidence you mentioned?
Could you please share your communication with the casino regarding the loss limit? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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1 week ago
Translation
You do not need to communicate about the loss limits, it is not defined in the conversation, but in the setting, I do it myself through the page all 24 hours and it appears instantly in effect as defined by the terms and rules and or the contract between us
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3 days ago
Thank you very much, kleitospaok30, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 days ago
Translation
Nothing has been resolved so far it's been almost 20 days and I haven't received a reasonable response from anyone they are delaying even a response please be negative about a specific company and on all social media
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3 days ago
Dear kleitospaok30,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
I will now contact Fonbet Casino GR outside this complaint thread and let you know any new information once I receive it.
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3 days ago
Translation
Yes, I inform you that they do not want to cooperate anywhere, they do not respond to any of my requests and all they say is that you will be informed within a few days, 20 days have passed and not a single response, they are making fun of me as usual...
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Fonbet Casino GR has 4d 10h 20m 31s to reply
