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11th September - I contacted live chat and emailed support@forza.bet to close my account but this was never actioned...

So I continued to gamble as I couldn't close my account and I have a problem, hence why I asked them to close the account.

16th September I made a withdrawal via visa bank card for £120 - it states up to 3 working days (and still not received)

17th After continuing to gamble I asked for my account to be closed and it was actioned within an hour but I received no response or notification. I also made a complaint in this email to receive my deposits back since 11th Sept as my account wasn't closed when I initially contacted them on live chat and email.

Since then I have not received a single response via email, been told (via live chat) that there are issues with their system and now after chasing again been told to email finance@forza.bet as live chat can't deal with finance questions.

I have now self excluded myself from all casinos online but I still have to chase my deserved winnings and response to my complaint. It makes me feel sick.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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.

Dear player, 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 gambling problem).

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Are you currently trying to withdraw your winnings from a closed account?

Could you please confirm the exact dates of your deposits after your initial request to close the account on 11th September, and the date when the account was actually closed by the casino?

Thank you very much in advance.

Hi there,

Initial request to close account was 11th September as I said I have a problem with gambling.

sent another request on 17th for self exclusion along with a complaint and it was actioned immediately but I received no email or comms.

i have sent you an email with with my initial email and screenshot of my deposits that I can access as my account is now self excluded.

let me know if you need more.

kindest

dan

My request for withdrawal was before the self exclusion.

Btw the emailed me on 26th to say -

‘Dear Dan,

We are currently testing the solution, and your withdrawal is expected to be completed shortly. We kindly request that you close the Guru case as resolved, given that the issue will be fixed. You are welcome to reopen your Guru case at any time if you do not receive the funds. We await your update.

Sincerely,

Support Forzabet’

which seems cheeky as I wouldn’t close an issue until it has actually been resolved.

Hello dear all,

Withdrawa will be completed today, Dear Dominika Please close the case when the withdrawal will be completed, we will inform you.

Thank you for your time.

Dear Forza.Bet Casino, thank you for the information provided.

Dear player, kindly update us once you have received the money.

The withdrawal was completed from our side, we are asking you to close this case as resolved

Hello

This payment has been approved by my bank but NOT processed by Forza?

i will not close this issue until I have the money in my account.

Withdrawal was completed. You have received the amount now. We are asking you to close this case

I have not received the money, my bank approved the deposit but they said it has not been actioned your end, they are waiting for this to happen

Also I find emails like this unprofessional Forza

‘Why is the case still open? We have provided all the facts to the guru team, and they will close the case, but I do not understand why you are arguing with us, because you received your funds.’

And as I don't trust your site or your communications that only happened when I made a complaint I will not close this until it is in my account?

secondly seeing as Forza never closed my account when I asked I am also disputing my deposit from after that email and want a refund. You clearly have no interest in safeguarding your customers, I even told you I had a problem at the time and nothing was actioned. This is NOT helping my mental health.

this works out to an additional £220 that I believe I am owed.

btw this has been the worst experience of a gambling site in my life

Hello Dominika,

1. i have finally received my withdrawal of £120 tonight. This is after multiple emails back and forth, additional screenshots of my account proving I wasn’t paid and them bullying me into closing this complaint on multiple occasions.
2. the second part of my complaint relates to the £220 in deposits I made after I asked them to close my account as I had a problem with gambling, I literally stated this. I have sent you the email and evidence of my deposits as you requested over the weekend. Like I said they never closed my account until I made a formal complaint? Please can you look into this in relation to the evidence I provided.

It disturbs me greatly that Forza ignored my initial request to close my account YET ever since I logged this issue with casino guru they have been emailing me multiple times a day, asking me why I haven’t closed my complaint etc? It has felt like harassment. How can this site ignore my initial requests/emails yet respond back to me within minutes when it affects their reputation.

I understand gambling is a choice but I also believe sites like Forza have a duty of care to resolve issues especially if a customer says they have a problem? If they had closed my account the week I asked I wouldn’t have wasted further money the following week.

Please can you help with this additional refund?

Hello Dominika,

We would like to inform you that the withdrawal has been successfully completed and received. We had a discussion with the customer where we explained the delays with the withdrawal process. We reached an agreement that the customer would close the case once the withdrawal was received. Although the withdrawal was pending for some time, it was eventually processed.

However, after receiving the amount, the customer decided to break the agreement and is now requesting a refund. The casino is refusing to process this refund, as per the agreement, which states that the account holder must close the case once the withdrawal is received.

We will provide all relevant facts for your review. Kindly check the details and proceed with closing the case

I never agreed to anything of the sort, this complaint as stated in my original post has been ignored during this time.

It seemed sensible to deal with one issue at a time as Forza have seemed unreliable and untrustworthy.

Thankfully I have my withdrawal, Forza have been asking me to close the complaint multiple times (before I received the money) which has felt like harassment.

I believe I am owed the extra money for lack of safe guarding, apology or explanation as to why my account wasn’t close when asked.

if I have confused things by logging two issues in one I will happily close this complaint and raise a new one.

Dear Dominika,

Please review the facts we've shared and proceed with closing the case as resolved. We had an agreement in place where the customer was supposed to close the case upon receiving the withdrawal. However, after receiving the withdrawal, the customer chose to break the agreement. We've provided all relevant details showing that the customer agreed to this solution, but now, after the funds were received, they are attempting to exploit the casino.

There has been no change to the withdrawal amount, and as stated before, we will not be refunding the funds.

We are awaiting your decision based on the provided facts.

Exploitation is ignoring a customer request to close their account because the customer stated they have a problem with gambling.

also I said I will close the case once I have my funds, I did not say once I have my withdrawal.

Dear player, could you please forward me both of the original account closure/self-exclusion requests that you sent to the casino — just forward the actual emails as they were sent, with no edits or additional text?

Also, please send me all your communication with the casino (emails, chat transcripts, or screenshots), so I can properly review everything.

Additionally, could you confirm the exact date your account was actually closed by the casino, and the exact dates and amounts of the deposits you made after your initial closure/self-exclusion request.

Hey Dominika,

I have sent all emails and comms and proof.

let me know if you need more info.

kindest

Dan

Dear Forza.Bet Casino and player,

To ensure clarity on the sequence of events, could you please confirm the following:

1. Was the account closed after the player’s initial request on 11th September, and if so, was it later reopened upon the player’s request?
2. If the account was reopened, could you clarify the exact timeline of this action?
3. After the account was reopened, did the player proceed to make additional deposits?
4. Also, could you please confirm if the account is now fully closed?

This will help me to properly understand the situation before proceeding further.

Hey Dominika,

Thanks for following up

Player here -my answers

1. it wasn’t closed until 17th, my initial request on 11th was ignored
2. N/a
3. N/a
4. account is now self excluded so I cannot deposit but I can log in

Kindest

Dan

Hello, Dear Dominika,

We will provide all the facts via email. Please check and get back to us as soon as possible

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello DanGGG and Casino representative,

I am Martin and I will be taking care of this complaint from now on. I have now reviewed all materials pertaining to this case and I would like to offer the Casino Guru's point of view.

Firstly, we fully understand that withdrawal delays happen from time to time and we would like to thank the casino for updating us on the process and eventually resolving it. We consider the issue regarding the delayed withdrawal to be resolved.

However, regarding the refund request, we kindly ask the casino to provide the player’s complete deposit history. Based on the evidence we have received, the player attempted to self-exclude on September 11th, yet his account remained active until September 17th. Unless new information comes to light, we believe the player is entitled to a refund of all deposits made between September 12th and September 17th.

We understand that the casino may refer to the player’s earlier statement about closing the complaint once the withdrawal issue was resolved. However, responsible gambling matters take precedence over all other issues, including resolved payment concerns. A valid self-exclusion request should always be treated as a top priority, and any deposits or gambling activity made after such a request must be carefully reviewed.

We look forward to the casino’s response and welcome any clarifications regarding the player’s deposit history and self-exclusion handling. Please send any confidential information to my email martin.l@casino.guru

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.

Thanks Martin for trying to resolve this issue, I am not surprised they haven’t responded as the customer service has been very poor.

Fingers crossed they get this sorted and thanks for your support.

Dan

Hello Martin,

All the fact was already sent to the email you provided. Please review and get back to us as soon as possible.

Dear casino representative,

thank you for your response, I have sent you an additional e-mail. Please get back to me at your earliest convenience.

Hello Martin,

Please check your email and get back to us as soon as possible.

I really appreciate any help you can provide.

Dear casino representative,

I have responded to your email. Please let us know your position.

The casino has decided to refund the funds to the customer as a gesture of goodwill. Despite the fact that there was an agreement with the customer and the account closure request was submitted incorrectly, we have nevertheless chosen to proceed with the refund as a goodwill gesture. An amount of 235 GBP will be credited to the customer’s casino account, where it will only be available for withdrawal purposes. All other options within the account will be disabled. The refund will be processed once the customer successfully completes the account verification (KYC) procedure.

Dear casino representative,

we appreciate your decision to refund the player's funds.

Dear DanGGG,

are you able to proceed with the verification process?

Hi Forza,

I appreciate your decision to refund the funds. I have sent you an email support@forza.bet as I don’t quite know how to verify my account as I am self excluded but cannot log in.

Hi Martin,

Thank you for your support with this issue, I really appreciate it. I will update once I have confirmation of refund… watch this space

Hi Forza,

I have now replied to your email with KYC verification info.

I await your update.

Dan

The amount was refunded to the user account. We are waiting when the customer to make a withdrawal to confirm it

I have actioned my withdrawal. Once it’s in my account I will close the case as resolved.

thank you

Hello dear all,

Withdrawal was completed on our side. Please wait a couple of minutes, and it will be on your account. As soon as possible, inform the guru team to close this case as resolved.

Thank you for your time and patience!

Dear casino representative,

Thank you for your cooperation and commitment to responsible gambling.

Dear DanGGG,

please let us know when you receive your funds.

Hey Forza,

hopefully it will clear in my account in the next day or so.

Will update.

thanks

Dan

i have received my refund. Thank you Martin, Dominika for all your help and to Forza for seeing sense and resolving my issue.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear DanGGG,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin