Forza.Bet Casino - Player's account has been closed without refund.

Hello Casino Guru Team,

Unfortunately, I have an issue with Forza.bet which has not been resolved. Thats why I am reaching out to you. The main issue of my complaint is that this casino offers a Deposit Limit as part of their Responsible Gaming Policy but fail to enforce it meaning you can exceed this selected limit without any trouble. Here is an overview of my case:

• December 2nd I deposited €450 euros and selected a deposit limit of €600 monthly.
• December 13th I sill have an active deposit limit of €600 per month and was able to deposit another €450 which exceed this selected limit. This same day I also tried to cancel the deposit limit and after that changed it to €1000 per month. However, when doing this a popup showed stating limits will be activated in 24 hours. This means that on this day my deposit limit was still €600 a month and my deposit of €450 should have been rejected.

Unfortunately, as I was able to deposit on December 13th and exceed the deposit limit I started a chat with Live support.

During this chat with Live Support I had two complaints, the first one was that I actually was able to exceed my deposit limit by being able to deposit €450 something that should have been impossible. And second I was not supposed to be able to join and gamble here as I am on a Dutch gamstop (we call it CRUKS but it works the same). This means that I should have never been able to gamble while I found this casino through a Dutch advertisement targeting the Netherlands. In this chat I multiple times explained that I want a refund of my deposit for exceeding the deposit limit but also to close my account given the circumstances of being on a gamstop. At the end of the chat the agent did inform me to do it myself but I had already tried it earlier this month without the option to be able to extend it. The casino did not respond to this and after a few minutes kicked me out of the chat.

The casino failed to comply with their own deposit limit and did not close my account after having a clear conversation that the player needs/wants his account to be closed.

• On December 16th in the morning my deposit limit was still €450 a month and I was able to deposit over the whole day €3100,-. After making my last deposit the new limit became visible of €1000 a month. This means that their deposit limit failed once again as I was able to deposit a total amount of €4000 to this casino while having my deposit limit was now set on €1000 a month.

After reaching out to the casino with my complaint they finally did close my account permanently but refused to issue a refund for their mistakes made claiming that there were no malfunctions on their deposit limit. About my complaint for the lacking responsible gaming policy (referring to my chat with Live Support on December 13) and not closing my account I have not received any response. All the casino says is we did not do anything wrong and cannot be held liable for this which is poor behavior from a casino.

Thats why I hope to get help from Casino Guru to obtain a full refund of €3550 because if the casino did respects its own terms I would have been unable to deposit €450 on December 13 and if they did have a responsible gaming policy they would have closed my casino account right after informing them that I am on a Dutch gamstop and want my casino account to be closed. Instead the casino did not care, allowed me to keep playing and exceed once again my deposit limit on December 16 which I can only call a rogue casino (of which a lot are in this market).

An interesting part is that I was able to see that I exceeded my deposit limit and after the casino closed my account they removed all deposits I made from the transaction overview as if I never deposited to this casino. Yet, the casino still claims that their Deposit limit system had no errors.

Dear Youssf,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please forward supporting evidence of the deposit limit being set to 600€ monthly and your deposits exceeding this amount?
• Could you please share with me your communication with the casino including justification for why the refund request was rejected? Send emails or chat transcripts to my email at tomas@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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Tomas,

I just resend the mail with all the attachments you requested to review them for my complaint. Of course the casino can resolve this by issuing a refund of €3550 but given their lack or response so far I highly doubt they will cooperate to resolve this matter which does make them a rogue casino since they have a fake responsible gaming policy which is sad.

(If a casino offer certain limits but fail to enforce them then you have no responsible gaming policy if you ask me)