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I’ve asked for my account to be permanently closed so many times yet it’s still open and I’ve lost so much money.

i would like the casino to refund me all the money I have deposited and lost.

Dear player,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain 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.

Thank you very much in advance.

Best regards,

Dominika

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Thank you for your patience, and stay safe.

I asked them permanently close my account multiple times but they didn’t. I don’t have a screenshot of this as I didn’t expect to need it.

I just want all the money refunded as I’m getting married next weekend and this casino has done me over knowing I had a bad habit which I’ve now overcome.

Dear player, could you please tell me the exact reason why you want to close your account?

What reason did you give the casino when you requested the account closure?

Has your casino account been closed?

Because I had lost too much money and wanted to stop

That I have decided to stop gambling due to losing too much

and no, they’ve supposedly now disabled deposits but that doesn’t help

I want my money refunded

Dear all,

We sincerely apologize for the negative experience you've had with our casino.

However, we would like to clarify that all requests have been completed on our end. Your account has been closed and remains closed. You are currently unable to make deposits or access any games.

As per our policy, and in accordance with the procedures followed, the casino is unable to issue a refund. All actions taken were fully compliant with our terms and conditions and were applied with immediate effect.

Dear Dominika, we kindly ask that you consider closing the case based on the facts and documentation we have already shared with you via email.

Thank you for your understanding.

Dear Forza.Bet Casino, thank you for providing the documents and explanation.

Dear player, we have reviewed the information and can confirm that the casino has closed your account and currently does not allow any further deposits or access to games.

We understand how frustrating this situation is for you, especially with your upcoming wedding, and we truly sympathize. However, please understand that we cannot request a refund for losses incurred during regular gameplay unless there is clear evidence that the player explicitly informed the casino about a gambling problem, and the casino failed to act appropriately, allowing further gambling despite being aware of the issue.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.