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Hello, I played at Fiji Casino and was in constant contact with a VIP manager named Valeria via WhatsApp. I clearly informed the manager about my gambling addiction, and she subsequently encouraged me to deposit more and more money and gave me bonuses. I want my deposited funds back, which were made after I disclosed my gambling addiction. And yes, the manager is authorized to close accounts. I will provide you with the entire WhatsApp chat as proof. Furthermore, I was also able to deposit funds at Palace Casino, their sister casino, and the same manager is responsible for that casino as well. There, too, the manager was aware of my gambling addiction and exploited it, encouraging me to deposit money and awarding me bonuses.

Hallo, ich habe bei Fiji Casino gespielt und war per WhatsApp mit einem Vip Manager namens Valeria immer in Kontakt. Ich habe klar meine Spielsucht dem Manager mitgeteilt und dieser hat mich danach immer mehr und mehr Einzahlen lassen und mir Boni gegeben. Ich möchte meine Gelder zurück die eingezahlt wurden nachdem ich meine Spielsucht mitgeteilt habe. Und ja der Manager ist in der Lage Konten zu schließen. Ich werde Ihnen den ganzen WhatsApp Chat als Beweis liefern. Zudem konnte ich im Palace Casino, dem Schwestercasino auch einzahlen und der Manager ist auch für dieses Casino zuständig. Dort wusste der Manager auch über meine Spielsucht bescheid und hat meine Sucht ausgenutzt und mich einzahlen lassen und zudem Boni vergeben.

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Dear Hans1616, thank you very much for submitting your complaint. I am truly sorry about your negative experience with FijiCasino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino regarding your self-exclusion requests?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello, I have passed the KYC verification and will send you the complete WhatsApp chat history. I must emphasize that Valeria, the VIP Manager at the sister casino Wavebet, closed my account via WhatsApp. Afterwards, I created an account at Fijibet and disclosed my gambling addiction. See screenshot. Even after Valeria knew about my gambling addiction, she still allowed me to deposit funds and gave me bonuses. For your information, this screenshot is from February 12th, and on that day you can see that I mentioned my gambling addiction. Despite knowing about my addiction, my account was blocked and I was exploited, or rather, treated like a cow. My account was only closed on February 16th. After that, my addiction took hold again, and I was able to deposit money at the sister casino Palace Casino while also discussing bonuses at Palace with Valeria via WhatsApp. Valeria has the right to close accounts; she knew about my gambling addiction and clearly exploited it. The complete WhatsApp chat will be sent to you via email. Thank you.

Hallo ich habe die KYC Verifizierung bestanden und werde ihnen den kompletten Whatssapp Verlauf zusenden. Ich muss betonen das Valeria der VIP Manager im Schwestercasino Wavebet mein Konto per WhatsApp geschlossen hat. Danach habe ich ein Konto bei Fijibet gemacht und meine Spielsucht mitgeteilt. Siehe Screenshot. Seitdem Valeria wusste das ich Spielsüchtig bin hat sie mich trotzdessen einzahlen lassen und mir Boni gegeben. Info, dieser Screenshot ist vom 12 Februar und an diesem Tag sehen Sie das ich meine Spielsucht erwähnt habe. Trotzdem mit dem Wissen meiner Spielsucht wurde mein Konto ausgelassen und ich ausgenutzt, besser gesagt gemerkt wie eine Kuh. Erst am 16 Februar wurde mein Konto geschlossen. Danach hat mich meine Sucht wieder ergriffen und ich habe im Schwestercasino Palacecasino wieder Geld einzahlen können während ich mit Valeria auch über WhatsApp für Boni im Palace geredet habe. Valeria kann Konten schliessen, Valeria wusste von meiner Spielsucht und hat meine Sucht klar ausgenutzt. Der WhatsApp Chat wird komplett per Email an sie gesendet. Vielen Dank

I'd like to mention that I'm still open to a solution I can find directly with the casino. If I find a solution with manager Valeria, I'll let her know.

Ich möchte noch erwähnen das ich weiterhin offen für eine Lösung bin die ich direkt mit dem Casino finden kann. Falls ich eine Lösung mit dem Manager Valeria finde lass ich sie es wissen

Hello, I would also like to inform you that the manager just closed my account at the sister site Palacecasino due to gambling addiction. She only did this after I sent her screenshots of my complaint. As I mentioned, she has known about my gambling addiction since February 12th, and therefore I demand the return of all funds deposited since then. She works for Wavebet, Fijibet, Palacecasino, and their sister sites using the same WhatsApp number. I will also send you the evidence screenshots via email, as the old WhatsApp chat history I sent you only goes up to this morning.

Hallo ich möchte noch zudem mitteilen das die Managerin gerade eben auch mein Konto bei der Schwesterseite Palacecasino aufgrund von Spielsucht geschlossen hat. Sie hat das jetzt erst getan als ich ihr Screenshots von meiner Beschwerde geschickt habe. Und wie gesagt sie wusste seit dem 12 Februar von meiner Spielsucht und deshalb fordere ich alle Gelder zurück die danach einbezahlt wurden. Sie ist für Wavebet, Fijibet, Palacecasino und deren Schwesterseiten mit der gleichen WhatsApp Nummer tätig. Ich schicke Ihnen die Beweisbilder noch zusätzlich als Mail, da der alte Chatverlauf von WhatsApp den ich Ihnen geschickt habe nur bis heute morgen geht

Please delete the screenshot above. The one above doesn't show everything, and this is the correct one.

Bitte löschen Sie den oberen Screenshot. Der obere zeigt nicht alles und dieser ist der richtige

Dear Hans1616,

Thank you for your response. I would greatly appreciate it if you could kindly share your original self-exclusion request as referenced in the chat transcription you provided.

Thank you in advance for your cooperation.

Hello, I am writing to you via email regarding the above-mentioned request.

Hallo ich schreibe ihnen per Mail über die oben genannte Anfrage

And I would also like to ask your stance on this. I clearly informed the manager about my gambling addiction, saying: "You know exactly from my behavior about my gambling problems." I said this on February 12th. Afterwards, I was able to continue depositing and lost approximately €1800 at Fiji Casino. This was between February 12th and 16th. During both February 12th and 16th, I received bonuses directly from the manager despite my known gambling addiction.

Und ich möchte zudem fragen wie sie dazu stehen. Ich habe dem Manager ganz klar meine Spielsucht mitgeteilt mit den Worten: you know exactly from my behaviour of my gambling problems. Das habe ich am 12. FEBRUAR gesagt. Danach konnte ich weiter einzahlen und ca 1800 Euro im Fiji Casino verlieren. Das war vom 12. Bis zum 16 Februar. Während dem 12. Und 16 Februar habe ich trotz bekannter Spielsucht Boni vom Manager direkt erhalten

Dear Player,

Thank you for the evidence provided. Could you kindly provide the exact date that your account was closed at FijiCasino?

Thank you in advance.

My Fiji account was closed late in the evening on February 16, 2026. (My account at the sister site PalaceCasino was closed on March 6, 2026). I reported my gambling addiction to both casinos on February 12, 2026.

Mein Konto bei Fiji wurde am 16 Februar 2026 am späten Abend geschlossen. ( Bei der Schwesterseite PalaceCasino am 6 März 2026). Spielsucht für beide Casinos wurde am 12 Februar 2026 dem Casino mitgeteilt.

Dear Player,

According to the available evidence, you submitted your self-exclusion request on 12 February, and the casino closed your account on 16 February. Please note that, in most casinos, self-exclusion requests are handled manually by the responsible departments. This process requires some time to ensure requests are handled appropriately and with the necessary attention.

From our perspective, FijiCasino restricted your account access within a reasonable timeframe. Therefore, the casino cannot be held responsible for the deposits you made during the request-processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified.

However, in case you have requested a self-exclusion from PalaceCasino as well, I recommend that you open a separate complaint specifically regarding this casino, as we are unable to investigate multiple cases within a single thread.

Thank you for your understanding.

Best regards

Attila

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