Forzabet.live Casino - La cuenta del jugador permanece activa a pesar de la solicitud de autoexclusión.

Dear Casino Guru Team,

I hereby file a formal complaint against Forzabet Casino.

I explicitly contacted the casino's support and requested the permanent closure of my account. I clearly communicated that I suffer from gambling addiction. The casino responded to my request but did not close the account.

As a result, I was still able to make deposits even though the provider was aware of my problematic gambling behavior. Since requesting account closure, I have deposited a total of €349.

Key data:

​Casino: Forzabet (forzabet.live)

Reason for closure request: Gambling addiction / gambling problems

Account status: Still active / Deposits possible

Amount requested: 349 EUR

I have screenshots of the communication as well as proof of the subsequent deposits. Since the casino grossly neglected its duty of care regarding player protection (responsible gaming), I demand a full refund of the losses incurred after my self-exclusion request.

Thank you very much for your support.

Sehr geehrtes Casino Guru Team,

​ich reiche hiermit eine formelle Beschwerde gegen das Casino Forzabet ein.

​Ich habe den Support des Casinos ausdrücklich kontaktiert und um eine dauerhafte Schließung meines Kontos gebeten. Dabei habe ich klar kommuniziert, dass ich unter Spielsucht leide. Das Casino hat auf meine Anfrage reagiert, das Konto jedoch nicht geschlossen.

​Infolgedessen war es mir weiterhin möglich, Einzahlungen vorzunehmen, obwohl der Anbieter Kenntnis von meinem problematischen Spielverhalten hatte. Seit meiner Bitte um Kontoschließung habe ich insgesamt 349 EUR eingezahlt.

​Eckdaten:

​Casino: Forzabet (forzabet.live)

​Grund der Schließungsanfrage: Spielsucht / Glücksspielprobleme

​Status des Kontos: Immer noch aktiv / Einzahlungen möglich

​Geforderte Summe: 349 EUR

​Ich verfüge über Screenshots der Kommunikation sowie Belege über die nachfolgenden Einzahlungen. Da das Casino seine Sorgfaltspflicht zum Spielerschutz (Responsible Gaming) grob vernachlässigt hat, fordere ich die vollständige Rückerstattung der Verluste, die nach meiner Sperranfrage entstanden sind.

​Vielen Dank für Ihre Unterstützung.

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Dear IGGYSAN85,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Terms and Conditions and this is what I have found:

Upon requesting a self-exclusion, the casino will immediately close that account and prevent the player from playing on that particular account. We will make reasonable efforts to try to prevent the opening of new accounts but it’s the player’s sole responsibility to make sure no other accounts are created. The casino cannot be held accountable for potential losses on other accounts.

Could you please advise what methos have you utilized to request a self-exclusion from the casino? Was it through the live chat or via email?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Best regards,

Attila