Fonbet Casino - Igrački nalog je ponovo zatvoren.

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 petra.h@casino.guru
• 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 petra.h@casino.guru

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 (igor.p@casino.guru). 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.