Fonbet Casino - O pedido de encerramento da conta do jogador foi ignorado.

The casino, after I repeatedly requested account closure due to gambling addiction, has completely ignored me, pushing me to the brink of suicide. I am requesting compensation money, but what I truly demand is the closure of my account due to the serious damage caused.

This casino cannot have that security rating because a player's safety must always come first.

Casino q después de pedir una y otra vez el cierre de cuenta por adicción al juego me han ignorado totalmente empujándome al suicidio pido eses dinero de indemnización pero lo q verdad solicito es el cierre de mi cuenta por los graves daños causados

Este casino no puede tener ese índice de seguridad porque la seguridad de un jugador debe de ser lo primero siempre

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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 share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino with a new self-exclusion request again via email at support@fonbet.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Fonbet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

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,

Tomas

I have sent another email to the house and to you, just as you advised me.

He vuelto a enviar correo a la casa y a ti tal como me aconsejaste.

Thanks for your reply.

Did the casino close your account?

Have you saved any previous communication between you and the casino where you asked for help due to your gambling issues?

Would you be able to share it with me?

My email is tomas@casino.guru

Please let me know.

My account is still open with my corresponding anxiety attacks and deep illness, and you have the email I sent them and sent to you too more than a week ago clearly explaining the reasons and details; you have it, I sent it to you by email too.

Mi cuenta sigue abierta con mis correspondientes ataques de ansiedad y enfermedad profunda y tú tienes el correo q les envié y te envié a ti también hace más de una semana explicándoles claramente los motivos y datos lo tienes tú te lo envié por correo a ti también.

Dear User21,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Dear User21,

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 Igor, Dear User21,

Thank you for informing us about this case.

In order to properly review the situation and check the communication history, we kindly ask the player to provide the following details:

• Account ID
• Registered email address

Once we receive this information, we will carefully review the case internally and provide a detailed response as soon as possible.

Kind regards,

Fonbet Casino Team

Dear User21,

The casino kindly requests that you provide your Account ID and the email associated with your casino account. This information will assist in the review process of your case. Thank you for your cooperation.

You can post it in this conversation. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

Dear Fonbet Casino,

The player has provided details regarding their casino account.

Please, review the information at your earliest convenience and respond. Thank you.

I remember that my email address has only been published here.

Recuerdo que mi correo electrónico solo ha sido publicado aquí.

Dear User21,

The casino representative contacted me outside of this thread and provided some important information that I would like to clarify with you.

According to their statement, you deposited €20 twice, not €2,000 as indicated in the disputed amount.

You then placed two sports bets, both of which were losing.

Afterward, you contacted live support. They informed you that you needed to submit an official request to close your account and provided instructions on how to do so. However, no such request was submitted.

Could you please confirm whether this information is correct?

Please also note that during this conversation, you did not specifically mention any gambling problem or related harm.

Let's see, the email I sent about closing my account due to gambling addiction is in their possession, and you have it too, because I sent it to Tomás's email address as you requested. If you want, I can send you a screenshot of the email I sent to them. As for Tomás, I asked for the 2000 euros so they would finally close my damn account, which is still open and has driven me to suicide. Now I am going to sue for falsification and incitement to suicide, even though everyone has been informed.

Vamos a ver el correo que mandé de cierre de cuenta por adicción al juego lo tienen ellos y lo tenéis vosotros porque os lo mandé al correo de Tomás como me solicitasteis y si queréis os envío el pantallazo del correo enviado a ellos y a Tomás lo de los 2000 euros lo pedí para q me cerrarán la cuenta de una puta vez q sigue abierta y me ha llevado al suicidio y ahora sí voy a demandar por falsedad e invitación al suicidio habiendo estado informado todo el mundo

Dear user21,

Could you please comment on the following statements?

According to the casino, you deposited €20 twice, not €2,000 as indicated in the disputed amount.

You then placed two sports bets, both of which were losing.

Afterward, you contacted live support. They informed you that you needed to submit an official request to close your account and provided instructions on how to do so. However, no such request was submitted.

Could you please confirm whether this information is correct?

I repeat, and for the last time, they are lying. They didn't give me any instructions. I sent the email. Do you have the email and the date? Are you trying to deceive me? I'm going to make everything public. Do you want me to publish the email here? Or anywhere else, I'm going to publish it, I don't care. And I'm asking for the 2000 euros because by not closing my account, you ignored me. It's a lie that they gave me instructions; you made that up, or they did. With medical reports with dates, I'm going to prove my suicide attempts because of this.

Repito y por última vez mienten no me dieron ninguna instrucción yo mandé el correo es que lo tenéis vosotros el correo y fecha que me estáis intentando engañar? lo voy hacer público todo quieres q lo publique aquí el correo ? o donde sea lo voy a publicar no me importa y pido los 2000 euros porque al no cerrarmela ignorarme mentira que me dieran instrucciones eso te lo has inventado tú o ellos con informes médicos con fecha voy a demostrar mi intentos de suicidio debido a esto.

Dear User21,

Please review the screenshots shared by the casino representative.

Additionally, I would like to bring to your attention that I have not yet received any email from you.

If you have any personal information to share, you can either send me an email (igor.p@casino.guru) or post it in this conversation as an attachment.

Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

I've already sent it to your email.

Ya te lo he enviado a tu correo.

Dear User21,

Please be advised that the email was initially sent on 4/2/2026, which is after the first deposits were made.

Additionally, I kindly ask you to review the screenshot provided above. Would you be able to share your thoughts on it?

Lastly, I would like to bring to your attention that, according to the casino records, you deposited €20 on two occasions, rather than the €2,000 stated in the disputed amount.

Could you please clarify the exact amount of your deposit and explain what the €2,000 represents?

Thank you for your cooperation.

Look, the only thing I'm absolutely clear about is that I asked to close my account due to gambling addiction. I sent emails to close it, as I can prove, and they ignored my request, keeping my account open for many days. I have screenshots showing that my account remained open day after day, with dates. During that time, I attempted suicide twice, with medical reports and dates as well. Everything else is irrelevant to me. I don't care if they pay me—it wasn't the 2,000 euros I deposited to finally close my account because of the harm it was causing me and the hell I was going through. I could have offered a different amount, but now I'm going to demonstrate the hell that an addicted gambler goes through when casinos like this one ignore closure requests from players with gambling addictions. My life could have been much worse, and I'm going to go as far as necessary, publicly or legally. It's not about the 20 euros I deposited, but the serious damage caused. The money doesn't matter to me, and we'll see what happens.

Miren lo único q tengo muy claro es que yo pedí cerrar mi cuenta por adicción al juego mandé correos para cerrarla como demuestro e hicieron caso omiso a mí petición teniendo abierta mi cuenta durante muchos días como tengo pantallazos de día a día que siguió abierta mi cuenta con fechas en el cual en ese periodo de tiempo dio pie a que intenté quitarme la vida dos veces con informes medicos con fechas también, todo lo demás me da igual q me paguen q no fue una cantidad de 2000 euros que puse para que de una vez me cerrarán mi cuenta por el daño que se me estaba haciendo y el infierno que estaba pasando como podía haber puesto otra cantidad pero ahora voy a demostrar el infierno que pasa un jugador adicto cuando casinos como este no hacen ningún caso de petición de cierre a jugadores con adicción al juego porque podía haber sido mucho peor mi vida y voy a llegar hasta donde haga falta e iré a donde sea públicamente o juridicamente no son los 20 euros q deposite si no el daño grave producido el dinero me da igual y veremos que pasa.

Dear User21,

After a careful review of this case, I would like to point out the following:

The only deposits you made occurred before the initial self-exclusion request.

Additionally, the support team provided clear instructions on how to properly request self-exclusion, which you did not follow.

In conclusion, your effort to self-exclude was not sufficient, and no funds were lost after the request.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Last but not least, I completely understand that a situation like this can be stressful and upsetting.

As part of our Global Self-Exclusion Initiative, we’ve partnered with BetBlocker, a UK-registered charity offering a free tool to help individuals manage their gambling habits. Bet Blocker enables users to block access to thousands of gambling websites across multiple devices.

The installation process is quick (just 2 minutes) and the tool operates quietly in the background, ensuring minimal disruption.

It supports seven languages and offers complete anonymity, allowing individuals to restrict access to gambling sites entirely or only during vulnerable periods.

For more information, please visit:

• Global Self-Exclusion Initiative
• BetBlocker Website

Please note: BetBlocker also restricts access to gambling-related information sites, including Casino Guru. If you plan to use our site for ongoing complaints or resources, make sure this option is unchecked during setup.

Best regards,

Igor