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

I’ve asked to be blocked permanently because of gambling addiction but they re opened my account a pestered me come back

Dear Mohammed,

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 (here):

„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"

Is this customercare@fruitychance.com the email address that you have sent your email to?

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

Dear Mohammed,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.