Fan-Sport Casino - Se ignora la solicitud de cierre de cuenta del jugador.

Casino is refusing to close my account permanently despite telling them multiple times, in the chat as well as via email, that I am suffering from serious gambling issues and can not control my gambling addiction. I contacted the casino at the end of December 2024 for the first time and after a few days the casino demanded very sensitive documents, such as my ID, passport, credit card etc... While every other casino immediately close the account in the chat when you tell them that you are suffering from gambling addiction, this casino just ignored my wish and requested sensitive documents, which I of course wont send to an online casino, especially not for closing the account... I contacted them again last Friday and they again ignored and did not answer. Today in the live chat they told me to write an email to block department, which I alread did two times since December. They told me that they need to confirm that I am the owner of the account, which is absolutely ridiculous considering the fact that all the time I have done payment via credit card and I also did a lot of deposits for which they did not require any documents or any process to be sure that I am the owner of the account. For me, this is like a very cheap method to ignore a user's request and to take advantage of a gambling addict, for whom every single day on this platform means making deposits and losing money. I have attached my mails and also the screenshots from the last chat coversation. I have made so many deposits since the end of December 2024, when I first asked them to close the account and i have probably lost a fortune here. I demand a compensation of at least 3500€ and I demand that they finally block my account permanently and dont allow me to create another account. This casino has serious issues with regards a player's safety and responsible gaming. I expect consequences for this behavior so that other players do not experience the same things... I wanted to upload all the screenshots, but unfortunately I can only upload 5mb. Can I send them via email?

Dear goku23, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the 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 the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's replies? My email address is veronika.f@casino.guru. 

Could you also specify if you sent any identity documents to the casino for verification as requested? Please note that casinos may request verification of the players to ensure that they do not create a new account in the future.

Thank you very much in advance. 

Best regards, 

Veronika

Hi Veronika,

I just sent you the attachment via email.

I want a permanent account closure and I have explained in my email that I am suffering from gambling addiction and can not control myself. I have also contacted them on the chat as I was impatient and wanted this account to be closed permanently as soon as possible. You can understand why this needs to be done very quickly as every single minute is important. I can not control myself and so far, every single online casino (more or less) acted very quickly and it is just a matter of a few minutes or hours until your account is closed permanently. Only this one here is just demanding and demanding... I was told in the chat that I have to provide documents (ID/passport, address verification, bank or credit card etc.) which I WON'T do and which is absolutely nonsense... Your reasoning that they may need it to permanently block me is also not valid. Why? Because they already have my data... The first time, when I wanted to make a withdrawal, I already had to complete my account and provided details, such as my first and last name, street, street number, zip code, country, city, state, my passport number, birth date, and also I requested a withdrawal to my credit card. It worked always and I was also able to make deposits. This is just a cheap way of either slowing down the process or trying to get sensitive documents of players... I can understand, if for some reason the casino requests some documents for withdrawals, which is very typical, but I won't send them such documents just to block the account... As I said, the casino was already having my details, as I made multiple successful withdrawals and you need the passport number etc. provided to be able to make withdrawals. Also, look at the chat screenshots... they demand these documents to be sure that it is me who is requesting the account closure... this is so bullshit... They don't do any security checks when you make deposits or withdrawals but they are highly sensitive and demand documents when you want to close an account for lifetime... Just because they did not close my account back then in December, when I first contacted them, I have lost thousands of euros... A casino is obliged to react quickly, when its player tells that he or she has serious gambling issues... they just forwarded me an email address and then demanded documents to block my account for lifetime, which is not acceptable!

Dear Veronika,

it has been now 4 days since I created this complaint and yet the casino has not closed my account permanently. I can not control myself anymore. I want this account to be closed permanently right now! I have once again lost 600 euro over thr weekend and yesterday. This casino is ignoring my request because they know I have issues and will make deposits again. I dont give my passport or credit card to block my account. They already have all my information, name, family name, addresd, phone number, passport Id etc. I already had to fill these information for my first withdrawald 1 month ago or so. Since the end of December, I have told them that I have gambling issues and they still did not close my account. This is an unacceptable behavior and I expect consequences!

Thank you very much, goku23, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello goku23,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Fan-Sport Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Thank you for your support. I have now set a self-exclusion for 3 months, but this is not a solution. You can still log in and make deposits, etc. I have been asking the casino to permanently close my account since the end of December 2024. Most recently last Friday and there was still no response to this email from Friday. During this time I deposited and lost €900 again over the weekend and on Monday...

Vielen Dank für Ihre Unterstützung. Ich habe nun eine Selbstsperre für 3 Monaten eingestellt, jedoch ist dies keine Lösung. Man kann sich immer noch einloggen und Einzahlungen tätigen etc. Ich habe das Casino bereits seit Ende Dezember 2024 um eine dauerhafte Kontoschliessung gebeten. Zuletzt noch letzte Woche freitag und es kam keine Antwort auf diese E-Mail von Freitag noch. Während der Zeit habe ich am Wochenende und am Montag wieder 900€ eibgrzahlt und verloren...

Dear Michal, I have noticed that the casino has probably closed my account, as I was not able to login anymore. Nevertheless, they still did not contact me and neither apologized or offered any compensation. This behavior is not acceptable and I hope that it will have consequences. They have ignored my requests since over 2.5 months and claimed they need my sensitive documents, such as passport, credit card, in order to close my account. However, after creating this complaint, a week later they have closed the account, even though I still did not send those documents. This shows us that they have clearly tried to take advantage of my addiction by ignoring my requests and demanding things to win time and make it harder for me to close the account. Meanwhile, I have deposited and lost over 4100€ and more...

Dear goku23,

This is the answer that I got from the casino:

"Hello Miсhal.

We have a standard instruction for blocking accounts. For security purposes, the client must contact us via the email specified in the account, provide a photo of the document so that we can clearly understand that it is the account owner who is contacting us.

Client 1102260197 first contacted us from another email and did not provide any confirmation that he is the owner of the account. Later he contacted us from the correct email, but still did not provide any documents to confirm his identity, but since in the second letter he indicated a gambling addiction, we blocked his account in order of the queue. At the moment, he cannot play on our site.

support FANSPORT"

Can you tell me why didn't you provide the casino with the requested documents? It is an industry-standard for casinos to ask for such documents so they can keep the info on self-excluded players in their database, so they would be able to match them more efficiently if they decide to register in the casino again. The fact that you did not provide the casino with said documents only prolonged the whole process. I have also asked the casino to provide me with a timeline of all of the events - the account closure requests, when they asked you for the documents and when exactly was your account closed. I will be keeping you informed.

Dear Michal,

I contacted the casino from my registered address on January 31, 2025 and from my other email address on December 31, 2024 and both times mentioned that I suffer from gambling addiction. First of all, it is not industry standard that you have to provide such sensitive documents to close an account. I have had numerous betting providers and casinos that did not want these documents. Plus, the casino already had all the information about me. My full name, email address, full address, date of birth and even my ID number. I have made withdrawals several times. So what else did the casino need? It's a really cheap excuse. Plus, I wonder how the casino can close the account without these documents now that I've complained. Just shows me that it can probably be done without these documents. The casino also claims that I first contacted them from a different email address and when I contacted them again from the registered one and mentioned that I was suffering from a gambling addiction, they blocked me after a waiting period. I have attached 2 screenshots. The first time from a different email address and the second time on January 31st from my registered email address, I stated that I was suffering from a gambling addiction. What kind of casino is this that only needs 6 weeks or 2 weeks (from the registered email address) to block a player? Are these the security standards for responsible gaming these days? The casino's argument is absolutely ridiculous. Why isn't the casino writing here in my presence? I expect consequences from you. It cannot be that a casino needs several weeks to exclude a gambling addict according to his wishes. The safety of the players should be the most important priority and you cannot need 2 weeks or even more to close the account of a gambling addict.

Lieber Michal,

ich habe das Casino von meiner registrierten Adresse am 31. Januar 2025 und von meiner anderen Email-Adresse am 31.12.2024 kontaktiert und beide Male auch erwähnt dass ich unter Spielsucht leide. Zunächst einmal ist es kein Branchenstandard, dass man für die Schliessung eines Kontons solche sensiblen Dokumente bereitstellen muss. Ich habe etliche Wettanbieter und Casinos gehabt, die diese Dokumente nicht wollten. Zudem hatte das Casino bereits alle Informationen über mich. Mein voller Name, Email-Adresse, volle Anschrift, Geburtsdatum und zudem sogar meine Ausweisnummer. Ich habe etliche Male Auszahlungen getätigt. Was also sonst brauchte das Casino? Es ist eine absolut billige Ausrede. Zudem frag ich mich, wie das Casino jetzt nun, wo ich mich beschwert habe, das Konto ohne diese Dokumente schliessen kann. Zeigt mir nur, dass es wohl auch ohne diese Dokumente geht. Ferner behauptet das Casino, ich hätte es erst von einer anderen Email-Adresse kontaktiert und als ich dann noch einmal von der registrierten kontaktiert hatte und erwähnt hatte, dass ich unter Spielsucht leide, hätte man mich dann nach einer Wartezeit gesperrt. Ich habe 2 Screenshots beigefügt. Jeweils beim ersten Mal von einer anderen Email-Adresse als auch beim zweiten Mal am 31. Januar von meiner registrierten Email-Adresse habe ich verlauten lassen, dass ich unter Spielsucht leide. Was für ein Casino ist das, das erst 6 Wochen benötigt bzw. 2 Wochen (von der registrierten Email-Adresse), um einen Spieler zu sperren? Sind das etwa die Sicherheitsstandards bzgl. responsible gaming mittlerweile? Die Argumentation des Casinos ist absolut lächerlich. Wieso schreibt das Casino auch nicht hier in meiner Anwesenheit? Ich erwarte von Ihnen Konsequenzen. Es kann nicht sein, dass ein Casino mehrere Wochen benötigt, um einen spielsüchtigen Spieler nach dessen Wunsch auszuschließen. Die Sicherheit der Spieler sollte die wichtigste Priorität sein und da kann man nicht 2 Wochen benötigen oder gar mehr, um das Konto eines spielsüchtigen Spielers zu schließen.

Dear goku23,

I would like to react to some of the points in your last reply.

"First of all, it is not industry standard that you have to provide such sensitive documents to close an account. I have had numerous betting providers and casinos that did not want these documents."

Does this mean that your experience with casinos so far dictates what is industry standard and what isn't? It is not anything unusual or incorrect for casinos to ask for these documents. The only purpose it serves is to enhance the protective measures for self-excluded players in cases they would try to register at these casinos again. I can attest to this since I deal with self-exclusion topics on a daily basis.

"Plus, I wonder how the casino can close the account without these documents now that I've complained. Just shows me that it can probably be done without these documents."

Of course, you are right, the account closure could be done without the KYC. But, if you ever register an account again, and since the casino does not have your KYC documents in their database, it would be harder and more time-consuming for them to match your new account to the previous one. I am sure if this was the case, you would say that the casino has not protected you sufficiently because the info on both accounts was not instantly matched.

"What kind of casino is this that only needs 6 weeks or 2 weeks (from the registered email address) to block a player? Are these the security standards for responsible gaming these days?"

You have a point here. Not providing the casino with KYC documents should not be the reason for not completing the self-exclusion process/not applying restrictive measures on the player's account. The timeframe of account closure was too long in this case, and that's on the casino. I am just trying to explain to you that not providing the casino with the requested documents can and often does influence the self-exclusion process in a negative way. I hope you understand. I am still waiting for an answer from the casino, and I will let you know as soon as I have something.

Hello Michal,

I'm sorry if I was a bit rude. It wasn't my intention. I'm just extremely frustrated at the moment about what happened and especially that the casino didn't even apologize. The reasons why I didn't provide these documents are, firstly, that I didn't trust the casino, especially since I wondered why you have to send a copy of your credit card in addition to an ID when credit card fraud is so widespread these days and my identity could actually be verified very easily using my full name, address, date of birth and ID number. In addition, as already mentioned, I had already entered my personal data, such as first and last name, address, country, date of birth and ID number in my profile, since you had to do this before the first withdrawal anyway. This means that the casino already had this data in its system and could have closed my account immediately at any time and automatically prevented this if I tried to open a new account again because I would have registered again with my real name, address and date of birth. The casino violated a number of security regulations, by which I mean regarding responsible gaming and addiction prevention, etc. The two weeks between January 31 and mid-February alone probably cost me over 2500 euros or more. This could have been prevented if they had simply closed my account and then informed me that I would have to submit these documents in addition if I wanted to be on the safe side. I mean, the casino has ultimately proven that it can do this. My account is closed without having submitted the relevant documents.

Hallo Michal,

tut mir leid, wenn ich etwas unhöflich war. Es war nicht meine Absicht. Ich bin nur zurzeit extrem frustriert über die Geschehnisse und vor allem, dass das Casino sich nicht einmal entschuldigt hat. Gründe, warum ich diese Dokumente nicht bereitgestellt habe sind, dass ich erstens dem Casino nicht vertraut habe, zumal ich mich gefragt habe, warum man neben einem Ausweis, noch eine Kopie der Kreditkarte schicken muss, wenn heutzutage Kreditkartenbetrug so weit verbreitet ist und meine Identität eigtl. sehr einfach über vollen Namen, Anschrift, Geburtsdatum und Ausweisnummer verifizierbar wäre. Zudem habe ich, wie bereits zuvor erwähnt, mrinr persönlichen Daten, wie z.B. Vor-und Nachname, Anschrift, Land, Geburtsdatum und Ausweisnummer bereits im Profil eingetragen hatte, da man dies vor der ersten Auszahlung ohnehin tun musste. Das heisst, das Casino hatte bereits in seinem System diese Daten und hätte mein Konto zu jeder Zeit sofort schliessen können und bei einem erneuten Versuch, ein neues Konto zu eröffnen, auch automatisch dies verhindern, weil ich mich auch wieder mit meinem richtigen Namen, Anschrift und Geburtsdatum registriert hätte. Das Casino hat ihr so einige Sicherheitsvorschriften verletzt, damit meine ich bzgl. responsible Gaming und Suchtprävention etc. Alleine die zwei Wochen zwischen dem 31. Januar und Mitte Februar haben mich wohl über 2500 euro oder mehr gekostet. Das hätte verhindert werden können, wenn man mein Konto einfach geschlossen hätte und mir dann auch mitgeteilt hätte, dass ich, wenn ich sicher gehen möchte, noch diese Dokumente zusätzlich einreichen muss. Ich meine, das Casino hat es ja letzlich bewiesen, dass es auch so handeln kann. Mein Konto ist geschlossen und das, ohne die entsprechenden Dokumente eingereicht zu haben.

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 Michal, it seems like the casino does not care about player safety and also doesnt even care about apologizing and trying to improve... I wish that you guys at least ensure that they are punished with consequences. With this current behavior, I dont think that this casino should be promoted here, as other players should be warned. They could at least apologize and promise to improve their processes in the future so that they can act quicker next time...

Unfortunately, I did not get a reply to my further questions from the casino. Consequently, I am unable to investigate further and I have no choice but to close this complaint as unresolved. The casino can reopen the complaint at any time. The status of this complaint will have a negative impact on the casino's rating.

Given that the casino is licensed under the Curaçao Gaming Control Board, which currently does not have a formal procedure for handling complaints, there is no regulatory authority to escalate this matter to. I understand this is not the outcome you were hoping for. However, as previously mentioned, the unresolved status of this complaint will negatively impact the casino’s rating, potentially encouraging them to reconsider their approach. If the casino chooses to respond in the future, we will reopen the complaint and notify you by email.

Best regards,

Michal V