The player from Greece had 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 claimed breached the terms of their agreement. They sought a resolution by requesting the return of 4850 euros and threatened further action if necessary. The complaint was closed as rejected due to ambiguity in the circumstances, with the casino asserting that the player did not exceed the loss limit as most funds were winnings. The player was advised to file an official complaint with the Greek Gaming Supervision and Control Committee if further action was desired.
Fonbet Casino GR - Player reports loss limits were ignored.
Amount: €5,000
Fonbet Casino GR
Safety Index:HighOther
REJECTED
Case summary
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.
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
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
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.
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
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.
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
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.
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...
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 kleitospaok30,
I would like to inform you that the casino has responded with a message advising you to contact customer support directly. I have communicated that you have already done so multiple times without resolution. I will continue to reach out to them, and as soon as I receive any relevant information, I will promptly relay it to you.
They never answer my targeted questions anywhere I go to customer contact I will take screenshots and share them for everyone to see how scammers they are...
I contacted the chat Once again you are mocking me I have sent you the chat
Dear kleitospaok30,
thank you for your email. I have read the entire communication provided. Unfortunately, I have not received any communication from the casino, and I have doubts about whether we will in the future. Casino has few more days to respond. In case they fail, I will close this complaint as unresolved which will negatively influence their rating.
Dear kleitospaok30,
I am currently communicating your case with a casino representative outside this thread. I will be informing you of any new developments as soon as possible. Thank you for your patience.
Dear kleitospaok30,
thank you for your patience.
Could you please tell me how much was your initial deposit, please?
Are you able to access your game log for that day, please? Or can you request it from the support, please?
If so, can you send it to my email, katarina.d@casino.guru, please?
500 and 380 I made a deposit that night at 3.30 in the evening and the profits came!!!
Dear kleitospaok30,
thanks for your prompt answer.
Could you please be more specific a explain what you meant? Were you saying that your winnings happened after that or that you received your winnings to your bank account?
I made a first deposit, a second deposit of 380 and 500 euros and then came the winnings of over 8000 during the game and of course some were kept for taxation of profits and 5000 euros were netted in my account, no withdrawal was made, there was an issue of card identification, then certain daily loss limits weekly monthly 150 euros! and of course loss limits of 150 euros in the casino as it appears in the contract between us and the terms and rules of the company and in the law of the state that loss limits of 150 euros in the casino if you make 150 euros the game does not stop something that happened never For fraudulent tactic reasons to lose money... supposedly daily when activated stops the game directly after losing 150 euros
Dear kleitospaok30,
thank you for the clarification.
Are you able to access or request your game log, please?
Ask for it please, they don't give it to me
Dear kleitospaok30,
After conducting a thorough investigation and engaging in in-depth consultation with my management, I regret to inform you that we must close this complaint as rejected. The circumstances surrounding this case are quite ambiguous, and the overall approach of casinos to loss limit rules appears to be vague and unprecedented, rendering this complaint impossible to resolve.
According to the casino's unique interpretation of the situation, you have not exceeded a loss of 150€, as the majority of your funds on that day were derived from winnings. While you may argue that these funds originated from your canceled withdrawal request, it is important to note that those funds were in your account for less than 24 hours before you chose to cancel the request. Additionally, there is the matter of your extended gameplay, during which you exceeded your limit by more than 32 times.
I understand that this outcome may be upsetting and frustrating for you, and I genuinely empathize with your feelings. I would like to emphasize the importance of establishing loss limits prior to engaging in casino play. Furthermore, I would like to inform you that since this casino is licensed by the Greek Gaming Supervision and Control Committee, you have the option to file an official complaint at the following link: https://complaints.hgc.gov.gr/case/diadiktyako/.
If you need any help filing a complaint with the authority, do not hesitate to contact me at my email: katarina.d@casino.guru
I apologize for not being able to help more.
Katarina
