Fonbet Casino - Акаунтът на играча е затворен отново.

Hello,

I have previously had my account at Fonbet closed on multiple occasions because I suffer from a gambling addiction. When my account was last closed on March 17, I explicitly and unequivocally stated that my account must not be reopened under any circumstances, as this is urgently necessary for my own protection (Picture 1).

Despite this clear communication, my account was reopened at my request on March 29 (dont have a screenshot, because it was in Live chat). In my view, this constitutes a significant violation of fundamental player protection measures, particularly regarding the handling of self-at-risk players.

As a result of this reopening, I have suffered a loss of 918 € (Deposits.pdf).

I subsequently contacted the casino and pointed out that my account should not have been reopened, as I had explicitly requested a permanent suspension and my account had already been closed and reopened multiple times in the past (Picture 2).

However, I have not received a response to my request for reimbursement of the losses incurred. Instead, my account was blocked again without addressing my concern.

I therefore ask you to review this case and assist me in resolving it. In my view, this constitutes a clear violation of responsible gaming principles. 

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

Please allow me to ask you a few questions so we can better determine how to assist you.

• Could you please confirm that your account is currently inaccessible to you?
• Have you saved the communication from the time you requested your account to be reopened? Would you be able to share the information with me? My email is [email protected]
• When was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Petra

• Could you please confirm that your account is currently inaccessible to you?

Since I requested the refunding, the account is now closed

• Have you saved the communication from the time you requested your account to be reopened? Would you be able to share the information with me? My email is [email protected]

The account was reopened via live chat. I dont have screenshots of it, because I was not logged in.

• When was the last time the casino allowed you to deposit?

March 31 2026

And the Casino Write in Their Own responsible gaming terms:

10.2. Players can self- exclude for 1 month, 6 months, 1 year, 2 years, 5 years or indefinitely.

10.3. Once a self – exclusion has been activated customers cannot access their account. An arrangement will be made to pay any balance on the account.

10.4. A self-exclusion cannot be overridden, cancelled, or changed until the period by which the self-exclusion finishes has been reached.

They don't follow their own rules.

Dear Villa7772

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear Villa7772,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Fonbet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Fonbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Fonbet 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 for providing the information.

Dear all,

The casino representative has contacted me outside of this thread with additional information and evidence.

I will review it and let you know my findings.

Okay. I hope to hear back from you soon.

Thank you.

Dear all,

I have provided a complete review of this case to the casino representative.

I am currently waiting for their reply. I will let you know once there is any news to share.

Okay, Thank you for your help.

Is there any news yet?

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 Villa7772,

Thank you for your email.

I am still communicating with the casino representative outside of this thread.

For now, I would like to finalize this discussion, and I will inform you of my findings once available.

At the same time, I want to assure you that this complaint is being actively addressed.

Additionally, since the communication is taking place outside of this thread, I will now restart the timer for the casino.

Nothing new on my end either.

Hi Igor,

Has the casino commented on the matter, and what are the next steps?

Dear Villa7772,

I have just reminded the casino representative about this case. We will let you know immediately once there is any news.

Hello Igor.

Thanks, and I hope to hear an update from the casino.

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.

Hi Igor,

What’s the current status?

Two weeks ago, you mentioned that you wanted to wrap up the discussion, so I’d be interested to know what the outcome of the discussion was.

Unfortunately, Fonbet Casino hasn’t commented on this here in the thread.

Thank you very much for your help.

That’s been the casino’s response for the past month. It would be nice if Fonbet would finally make a decision.

I clearly stated that the account should be blocked due to gambling addiction and must never be reopened, not even upon request.

That’s why I don’t understand the casino’s long processing time. There’s really only one question for the casino: Are we acting fairly and in accordance with our Terms and Conditions, or are we acting unfairly and thus in violation of our own Terms and Conditions?

If the casino doesn’t want this to be seen, the post can be made private for now. I just want an answer to this.

I don't want to hurt anyone; I just want a response from the casino and a solution.

And i cant understand why they don't answer here, The representative is regularly online:

Dear all,

The casino representative has informed me that this case is still under review.

Dear Fonbet Casino,

Since it has been several weeks since this complaint began and no progress has been made so far, I will reset the timer for you for the last time.

However, I expect you to provide relevant information or take steps that will help move this case toward a successful resolution.

Additionally, due to the above-mentioned reasons, I will set the timer to four days only.

Thank you for your understanding and cooperation.

I hope this issue can now be resolved in the final phase. 

I hope you do the right thing; otherwise, your self-exclusion policy will be completely ineffective. The situation is clear.

I, too, would like to finally put the whole issue of gambling behind me.

It has now been more than five weeks since the complaint was filed. Fonbet Casino has been aware of this for even longer.

I don’t understand what has been under review for over five weeks without even a brief update. Ultimately, the only decision that needs to be made is whether the casino is acting fairly and in accordance with its own terms and conditions, or contrary to them.

I don’t currently see any real interest on the casino’s part in resolving the complaint. To me, it looks more like they just want to let it fade away, which I find very unfortunate...

Still no answer.

Dear Villa7772,

I have repeatedly tried to engage in meaningful conversation with Fonbet Casino but have had no success. Despite the initial response, the casino failed to take any steps in the following communication that would help move this complaint toward a successful resolution.

Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Since the Fonbet Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at [email protected].

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor