Fruity Chance Casino - Player’s attempt to self-exclude from the casino has been overlooked.

I asked both fruitychance and their sister site to block my account and not let me reopen due to gambling problems.

Sister sited stayed closed but fruitychance reopened my account without my permission and sent me an email to enhance me to click on. In total I am now negative 500 euros. I am happy to accept 350 euros refund as I did make a previous withdrawal.

I have been trying to talk to them but since this all they do is respond about things that don't make sense.

Dear Elzytew,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I have checked the Responsible Gambling section on the website, and this is what I found:

„Self-exclusion

If you need to take a break from gambling, you can exclude yourself by contacting the support service. 

If you are considering the option of self-exclusion, please do not forget to contact all the gambling establishments in which you have accounts and ask that your accounts also be blocked there. We also recommend you to pay attention to installing software that will allow you to block access to online gambling sites. See filtering systems at the bottom of this page.

A self-exclusion made via online chat is valid for 30 days from the blocking date."

I would recommend sending an email including all the relevant information to customercare@fruitychance.com.  In this way, you’ll have a proof of such an action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Petronela please remove my Last comment I posted on wrong complaint.

I have now emailed you the correct details connected to this post. Thanks

Thank you, Elzytew, for the forwarded email and screenshots. I have deleted your comment related to a different complaint.

I can see from the forwarded screenshots that you have requested account closure, not a self-exclusion due to a gambling problem, is that correct?

Please, let me explain you what the difference is between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost none impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Could you please advise if you have ever mentioned gambling problem when communicating with Fruity Chance Casino?

Dear Elzytew,

Unfortunately, asking for a self-exclusion in different gambling establishments doesn't guarantee that you will be protected from any other casino.

I have checked the Responsible Gambling section on the website, and this is what I found:

"Self-exclusion

If you need to take a break from gambling, you can exclude yourself by contacting the support service. 

If you are considering the option of self-exclusion, please do not forget to contact all the gambling establishments in which you have accounts and ask that your accounts also be blocked there. We also recommend you to pay attention to installing software that will allow you to block access to online gambling sites. See filtering systems at the bottom of this page.

A self-exclusion made via online chat is valid for 30 days from the blocking date"

I strongly recommend requesting self-exclusion (by sending an email to customercare@fruitychance.com) from this casino directly and stating gambling problem to be the main reason. In this case, your account should be blocked permanently without any possibility for reopening. Please keep me informed.

I have done all of this. My account is blocked now because I pointed out they shouldn't have let me reopen...but the reason for this complaint is because they should have blocked it before my deposits not after.

I guess I will wait 2 weeks before being able to shop for food and have learned that these companies don't care about mental health just profit.

Thanks anyway

Dear Elzytew,

I didn't receive any supporting evidence that you have requested self-exclusion due to a gambling problem from this casino directly. Please understand that your request from the 29th of January is irrelevant for this case as it was sent to a completely different casino.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Elzytew,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

It's the same company. I then emailed them to say also close this one aswell and do not let me reopen.

Anyway forget it I always ask for your help and you never do. If this was a UK site this would have been supported.

Delete casinoguru account please had enough of it never has solved anything for me.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.

Your Casino.Guru account has been deactivated.