Forzabet.live Casino - Jogador solicita reembolso após conta permanecer aberta.

Hi, i complained ro this casino regarding my gambling problem that i have via email and requested a refund as i believe that correct KYC was not carried out as if it was they would have seen that i had a gambling problem. However, after letting the casino know about my gambling addiction on the 2nd Septemeber. They still did not block me from being able to deposit on to there site, which led to me losimg a further £4500. Which is the amount that i am reauesting the casino to refund to me. Since the 3rd September i have deposited 5350 and withdrew 850 which i then went on to deposit straight back onto the site. In total being down £4500 since making the casino aware of my addiction.

I would like the casino to refund me this money as after making them aware, they should have closed my account. But instead chose to keep it open so that they could take advantage of my addiction. There is no way to block myself from the site without contacting them via support who then told me to email them requesting this. Which i believe once makimg them asare of the addiction they should have acted responsibly and blocked my account.

Thankyou

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you responded to the email the casino sent you on 2 September? If so, kindly forward me further communication you had with the casino at veronika.f@casino.guru.

Have you passed the full KYC verification?

Is your account still open, or has it been closed in the meantime?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hi,

i have forwarded both email threads i have with the casino. I can confirm that my account is still open currently.

I think its very weird to ask for KYC when trying to have my account closed due to an addiction, and why the didnt just close/restrict the account as soon as i made them aware of the problem that i have. I believe they do this to prey on the customers vulnerability.

Can i also add that, nowhere on the site am i aboe to self exclude etc. it just says that i have to contact customer support, which is never available. So email seems to be the only option here.

thankyou for your help.

Thank you for your emails. Could you please clarify if the casino implemented a 24-hour cooling-off period, during which you were expected to submit your documents for verification?

Also, have you submitted any identity documents to the casino at all, or did you choose not to provide them?

Hi,

i did not use the casino during the 24hrs. So am not sure if there was a cooling off period.

I submitted anoicgure of my driving license to the casino on the 15.09.2025.

Thanks

Hi,

i would just like to add. I have just checked and the have finally restricted my account. Which they should have done as soon as i told them about my addiction.

thanks

Do you have any other emails or communications confirming that you submitted your driving license on 15 September? If so, kindly forward them to me as well.

Hi,

i have resent you the email from when i sent these documents.

thanks

Thank you very much, joshymarriott, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello joshymarriott, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Forza.Bet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hi,

Basically i told the casino that i had a gambling addiction on 2nd September. Despite me telling the casino about this, they did not restrict my account, which they should have if they would have acted responsibly.

after letting the customer know about my addiction i continued to gamble and lost £4500.

the casino should have immediately restricted my account as soon as i made them aware of the addiction that i had.

Hello dear all,

All documents and facts were sent from our side, Matej. Please check the address you provided to us.

Thank you in advance!

I would like to thank the Forza.Bet Casino for detailed explanation of the situation. I have replied to the message, and hopefully we can find common ground soon.

Dear joshymarriott, I will post an update on the progress of this complaint once I hear back from the casino. However, I have to make you aware that I will not be able to request a refund for the money deposited directly after your self-exclusion request. Even if the delay caused by the KYC procedure has not happened, instant account closure is impossible since the casino has to do couple of checks and internal procedures, to comply fully with such request. Because of this, every casino needs a reasonable amount of time to process self-exclusion and during this time the player has to take responsibility for their actions. This is also to prevent players to misuse the self-exclusion policy to engage in so-called "free betting".

I have requested the casino to let me know if any deposits and withdrawals have happened after the time period we believe is fair has passed, to see if any refunds can be requested.

Hi,

that makes sense. What is the tome period that you believe is fair? My last deosits were on the 22nd September.

Thanks

Unfortunately, the time period is part of our internal procedure and it is better to not share it publicly, to prevent misuse by either less reputable casinos or players.

Dear Matej,

Please check your email and reply to us as soon as possible. I really appreciate any help you can provide.

I have responded to the message and once I hear back, I believe I will be able to provide further update to this case.

Hi, Are you able to update me on anything as yet?

Hello, the manager assigned to this case on the casino side should be back in the office now, and hopefully I will receive an update shortly. As soon as I do, I will let you know. :)

Dear Matej,

We would like to inform you that when the customer requested self-exclusion, we asked them to complete the KYC verification, which is mandatory according to our policy. By creating an account, the customer agrees to the terms and conditions, including the requirement to complete KYC when requested.

Once the KYC was requested, the account was temporarily closed for 24 hours to allow the customer time to complete the process. However, instead of completing it, the customer argued that KYC was not mandatory and refused to cooperate.

It is important to note that KYC is a critical step to confirm the identity of the account holder and prevent unauthorized access.

For instance, a third party could attempt to close an account or make other changes without the account owner’s consent. This is why we require proper verification, including a selfie with the identification document and a note showing the account domain.

After 24 hours had passed without any contact, the customer later reached out only after making a withdrawal. At that time, they provided only a photo of their driver’s license, but the KYC could not be completed since no selfie was submitted. Without the full verification, we cannot confirm that we are in contact with the actual account owner.

The customer failed to complete the mandatory KYC process, and as such, we must refuse the refund claim.

Once i had made you aware of the addiction i had, the account should have been fully restricted so that i was unable to deposit anymore.

Let me add, that i have not added any additional documents and you have now fully restricted my account. Which does not make sense with what you have said.

Hi Matej,

can you please add an update here?

Hello, and apologies for going radio silent. Everything should be back on track now and I can share a little update on the case.

Right now I am waiting for the casino representative to respond to my e-mail I have sent, regarding this complaint, so while we wait, I will share the details.

The main issue here seems to be the internal casino processes regarding the self-exclusion. We, at Casino Guru, believe that the KYC procedure should not prevent the account from being at least suspended, if not closed immediately. Also offering only 24 hours for KYC verification is extremely low amount of time.

To be fair, dear joshymarriott, your downright refusal to pass the KYC verification process is not helping the situation either. If you complied, your account could have been closed within 24 hours, while the account has been still suspended. But as a silver lining, at least we are now aware of the whole self-exclusion procedure of this casino, and maybe we can mediate some ways of amending this process to better protect both the players and the casino.

Just in case - the reason the casinos usually request KYC verification when undergoing self-exclusion, is to ensure they have all the personal details in their internal database, to prevent the player from re-registering with a new account later. Therefore, I would strongly suggest to cooperate and pass the KYC, for maximum protection. If you refuse, and later on manage to get your account at Forza.Bet Casino reopened - or you manage to re-register - Casino Guru will not be able to help you, due to the refusal of cooperating and not adhering to the casino's self-exclusion processes. If you manage to pass this stage, you will be fully protected and ensure no more issues in the future, which would be great.

From my point of view, the ideal situation would be having the player's account suspended once the gambling addiction has been stated (disabling options to play and deposit would suffice for the time being, although total account closure would be preferable), then either the player would pass the KYC verification and got the account permanently self-excluded, or the request would be cancelled by the player, and the usual functions of the account would resume.

In this case, I am asking the casino if they would consider permanently close the account, refund the deposits made within the time period we believe the account should has been disabled (details I will not state in this public thread to prevent it from being misused by others) and then to manage the KYC process to be done as swiftly as possible, to finalise the self-exclusion process according to the casino's internal policies - which have been agreed to upon account creation.

Once the casino lets me know the answer, I will post another update. In the meantime, if I have not explained something clearly, or you have any more questions, please do not hesitate to ask.

Hi Matej,

have you heard back from the casino as 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.

I dont know why the casino takes so long for each reply. Im sure they would want issues resolving asap. Rather than negatively affecting their ratings.

Please note that our policy requires customers to verify their accounts when requesting permanent closure. This is essential for several reasons, including confirming communication with the legitimate account owner to prevent third-party interference, which could negatively impact tournament scores or account levels. Furthermore, account verification is crucial to prevent the creation of new accounts by the same individual.

As you are aware, the player initially declined KYC verification and, at a later stage, only submitted photos of their documents. However, this does not complete the KYC process, as full verification requires submission of the document together with a selfie and the domain name. The withdrawal was subsequently canceled, and after losing the funds, the player requested a refund. We regret to inform you that we cannot process a full refund of all deposited amounts in this case. Our terms and conditions are mandatory, and all customers agree to abide by them when creating an account, with all relevant information publicly available.

While we appreciate Casino Guru's opinion on this matter and will consider extending the account closure period for document submission in the future, we maintain our position regarding the refund. As a gesture of goodwill, we can offer a refund of 500 GBP to the player's bank, provided the customer completes the KYC verification process. This is the only solution we can offer, as we believe that adherence to our terms and conditions, which the customer did not fully follow, is mandatory.

Hi,

I don’t believe the offer of goodwill of only 500 GBP in this case is sufficient given the circumstances. The main point here being that once i had made it aware to you that i had a gambling problem, my account should have at the bare minimum been restricted from further deposits as part of your duty of responsible gaming.

I ask you to please come back with a more reasonable offer, so that this case can be closed and us both be happy with the outcome.

I would also like Matej opinion on this.

Thanks all

I would also like to add that this decision by Forza.Bet seems very inconsistent, given the fact that another open complaint which was also submitted on the 22nd of September on Casino.guru, which is very similar to my situation has been handled differently, and a full refund of all deposits after the date of the customer making you aware has been offered.

It seems that because in my case the deposit amount is significantly higher, that the resolution is being treated differently.

I have provided the case that i speak about below.

https://casino.guru/complaints/forza-bet-casino-player-claims-that-payment-has-been-1

Dear Joshymarriott,

We kindly ask you to focus only on your own case, as the other situation you mentioned is completely different and not relevant to your circumstances.

As previously stated, the casino has agreed to offer a refund of £500. This is the only solution available. We have already explained that the correct procedures were not followed on your side, and we will not repeat this again. It is essential to follow the Terms and Conditions, which you agreed to when creating your account.

According to these Terms and Conditions and your actions, the KYC (Know Your Customer) process was not completed. You were given an opportunity to avoid losses by completing the verification, but you did not take this chance. We also explained why verification is important, and we will not reiterate this further.

Therefore, our final offer remains £500, provided as a gesture of goodwill. We will not increase this amount. The casino has acted in full compliance with the Terms and Conditions, which are mandatory for both parties to follow.

Dear Forza.Bet Casino,

As I have mentioned in my e-mail communication, we take gambling addiction extremely seriously, and this case has shown an issue with the self-exclusion process. Following our values and Fair Gambling Codex, in this case the player protection has failed by reinstating an account of a player who clearly stated having gambling addiction. While it is regrettable the player has refused to finish the KYC procedure, we believe that is not a reason to cancel the account suspension. In line with player protection rules, the account should have been suspended until either the KYC verification is finished, or if the player cancelled his self-exclusion request.

To move forward, I would suggest the following:

First, I would like the account to get fully closed, marked as "gambling addict, never reopen" or with a similar note, and have the marketing communication via SMS and/or e-mail to stop. For this to happen, I would like ask you, dear joshymarriott, to provide the casino with any and all requested IDs and credentials, so they can ensure you will be unable to reopen this account, or re-register in the future, if the addiction gets the better of you. This is for your own protection, and if you refuse to go ahead with this tep, I will not be able to help you further. If eiher of the the sides can let me know once the KYC has been initiated (so I can keep track of what is happening), I will be much obliged.

Secondly, once the account is closed and KYC procedure finished, I would like to ask the casino management to consider a refund of the player's deposits (minus any withdrawals and winnings) made between the time when the account suspension has been lifted due to the failed KYC procedure, until the actual closure. To help establishing the amount, feel free to provide me with the cashier history showing both deposits and withdrawals to matej.l@casino.guru. Thank you.

Hi,

Can forza.bet, please provide me with the information that is needed from me in order for the KYC procedure to be completed.

Thanks

Hi,

I have sent a mail to forza.bet support and copied you in Matej. This mail includes the documents that are needed for KYC to be complete.

Thanks

The customer has now completed the KYC verification without any issues, while previously, when the casino requested the verification, they claimed it was not possible. This action is not in line with our procedures. As stated in our Terms and Conditions, all customers are required to follow the verification steps.

"If a customer requests a permanent self-exclusion, the following conditions apply:

The player's account must be fully verified through the Know Your Customer (KYC) process prior to activation.

This is required to ensure that the request is made by the legitimate account holder and to prevent unauthorized or fraudulent exclusions."

Under our self-exclusion policy, before an account can be permanently closed, verification must be completed. The customer was informed several times that this step was necessary, yet chose to ignore it. Completing it now, when it suited them, clearly shows that the process could have been completed earlier.

Therefore, the casino will not proceed with the full refund request. However, as a gesture of goodwill, we remain willing to offer a refund of £500, as previously communicated.

We apologize, but the account was already closed more than a month ago. It is no longer active, so it cannot be closed again.

So the fact that it was already closed without the new documents. Means that this could have been done originally when i first let the company know of my addiction.

So just to confirm and clarify,

you have said the whole time that without the correct KYC documents that my account is not able to be self excluded. But have now said that my account has already been excluded WITHOUT these documents. Which kind of goes back on your argument. And shows that you were able to exclude my account when i first made you aware of my gambling addiction. But instead decided to keep my account open and take advantage of my vulnerability.

The account was closed after you created the case with Casino Guru. As we have already explained, we needed to ensure that we were communicating with the actual account owner and not a third party. Since it is quite difficult to contact the Casino Guru team and explain all the case details, the casino decided to close the account once we confirmed that we were in touch with the rightful account holder. Actions like this help us verify identity and ensure there is no unauthorized access.

We requested KYC verification to confirm your identity before processing any refund, both to prevent future issues and to ensure that no new accounts are created. Our Casino Guru representative had already informed you of this, but it seems you may have missed it , please make sure to review this information carefully.

The casino is prepared to refund £500 only. We will not be issuing the full requested amount because we believe that following the Terms and Conditions is a fundamental responsibility for both parties. You were free to refrain from creating an account if you disagreed with the rules, but by proceeding with registration, you accepted them.

Additionally, you did not provide the requested KYC documents when initially asked, and you continued playing. Only when you attempted to withdraw funds did you submit partial documentation. However, once a refund was discussed, you immediately provided all the required documents. This shows that you were fully capable of completing KYC verification earlier but chose to do so only when it benefited you.

Your actions were in violation of our Terms and Conditions, and therefore, we will not be issuing a full refund. As previously mentioned, we both know, compliance with these rules is mandatory. If a player does not agree with them, they should not create an account. Creating an account signifies agreement with the Terms and Conditions.

Hi Matej,

waiting on your response.

thanks

Dear Forza.Bet Casino could you please explain the following:

Since it is quite difficult to contact the Casino Guru team and explain all the case details...

Our e-mails are publicly known, and you also have a direct contact for the affiliate team member assigned to Forza.Bet directly. We are always ready to communicate via e-mails or jump on a call, if something requires more complex explanation. I am unsure how to understand your statement about difficulty contacting us, and if there is anything that can be streamlined or made easier, I would be glad for any constructive feedback.

Furthermore, I have to second the joshymarriott's confusion regarding the KYC documentation and account closure. Throughout our e-mail conversation, you have never mentioned that the account has been actually closed, and I was operating on the pretence the account is still open. This also means that apparently the KYC is not the real reason for keeping the account open in the first place.

As mentioned in my e-mail communication, we at Casino Guru take the gambling addiction extremely seriously. Since the player has clearly stated gambling addiction, we believe the account should has been closed within reasonable time, which did not happen. Alternatively - since we do understand certain casinos require KYC procedure to be done as a part of completing the self-exclusion request - we believe the account should have been suspended for the time that the player either complies with the KYC request, or cancels the self-exclusion process.

Since none of the above has happened, and the player has now successfully finished the KYC process, we would like to ask for the casino management to consider refunding all the deposits (minus any withdrawals and winnings) made between the initial 24 hour cool off period expiration, until the actual account closure. Feel free to send me the player's cashier history showing both deposits and withdrawals for the period mentioned at matej.l@casino.guru. Thank you.

Hello dear Matej,

We apologize for any inconvenience. We contacted you via email without significant delay and provided our proposed solution. We will review this case again and get back to you as soon as possible, as we believe that following the terms and conditions is a very important part of the process.

Thankyou for the speedy reply to Matej, in order to not delay this case.

Dear Matej,

As we have already explained, one of the most important parts of the KYC process is ensuring that any request comes directly from the real account owner, not a third party. When a customer creates a case through Guru, we take that as confirmation that it is indeed the genuine account holder. For this reason, the account was closed once the case was created on Guru, we believe that a third party would not be able to do so.

Please note that our Terms and Conditions, which are publicly available, clearly state that account closure can only occur after verification. Since the player did not provide the requested documents, any resulting loss of funds was the player’s own responsibility. We cannot be held liable if a customer fails to read or follow the rules. Compliance with our Terms and Conditions is mandatory for all users.

That said, we would like to understand: why did you not provide the requested documents when we initially asked for them, and why only now? The account was already closed at that time, so it would not be accurate to claim that you withheld the documents because you thought the account was still open. It seems that completing KYC has only now become beneficial for you, which explains why it was done immediately this time, without any delay.

We apologize, but we cannot approve your request for a full refund. However, we will contact you via email to discuss possible options for negotiation.

Thank you, Matej, for your patience and understanding.

Kind regards,

Hi forza.bet.

throughout this whole process you have been writing as if the account was still open and that the documents still needed to be submitted. This is why i provided these documents as i was instructed to by Matej

Please let me know what options that you say you have available.

thanks

You also seem to be misunderstanding the point that you should have ‘excluded’ the account once aware of the addiction.

As Matej has said above, and then once Kyc had been carried out the closure could have taken place.

Please meep me updated matej

Hello everyone, to ensure this complaint does not needlessly escalate further, I will propose the final option for a solution.

Permanent self-exclusion

First and foremost I would like to make sure the player has been successfully self-excluded. Dear Forza.Bet Casino can you please confirm that the account has now been permanently closed, marked as "gambling addict, never reopen" or with a similar note, the credentials are blacklisted so re-registration is impossible and that any e-mail and/or SMS marketing communication has ceased.

Refund

Following our values of player protection, Casino Guru believes that at any point when gambling addiction is clearly mentioned, casino should immediately react. Although the player refused to undergo the KYC procedure, we believe this should not be the reason for not enforcing at least some sort of protection. To ensure safety, we believe the player's account should have been at least suspended and further depositing alongside gameplay postponed either until the KYC procedure has been done, or the request cancelled by the player. By leaving the account of a known gambler unrestricted, we believe this has been an unfortunate error on the casino's part.

Due to this, I would like to ask the casino management to reconsider the option to refund the player's deposits (minus any withdrawals and winnings) from 5th September until the account closure. If this is not an option and the goodwill gesture of 500 is the only acceptable outcome in your opinion, we will accept this decision. However, this would mean the complaint will be closed as "partially resolved" and the safety rating of Forza.Bet Casino will be negatively affected, in line with our player protection values and Fair Gambling Codex.

In case I have not explained the situation well enough - or if any of the disputing sides would like me to elaborate on the above statement or any of its part - please do not hesitate to ask.

Hi Matej,

thanks for your reply. I hope we receive a reply from the casino quickly so that this issue can be solved as soon as possible as it has been ongoing for some time now.

Cam we get this settled asap now forza.bet?

its been going on for a long time.

Dear joshymarriott, I believe the next response from Forza.bet will settle this dispute, as the two possible outcomes have been outlined and all that is left for the casino is to decide which one to follow.

okay, sounds good.

Hopefully they reply quickly

Can you please reply forza.bet

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.

The casino seem to have just gone ghost.

Would appreciate a reply now to get this solved.

I have e-mailed the casino representative, to see if we can get a response.

Dear joshymarriott, here is the latest update: Unfortunately the casino is firm in their decision of not refunding any deposits made by yourself, due to the refusal of the KYC procedure. While I understand their viewpoint and agree that your refusal extremely complicated the matter, I do not agree that the account suspension should have been lifted without further communication.

With the player protection and our own Fair Gambling Codex in mind, we believe the account should have been suspended (including options to deposit, play and withdraw) until you have either complied with the KYC request, or asked the support team to cancel the self-exclusion procedure.

Right now, I am trying to get a confirmation that you have been properly self-excluded from Forza.Bet Casino, and to see if the casino's original offer of refunding 500£ is still available. I know it is not the full amount, but the casino will not discuss the refund any further. And in my mind receiving 500£ is still better than 0£. Once I hear back, I'll post an update and we'll proceed with the next steps.

Dear Casino Guru team,

As we have already informed you, the player’s account was closed after they opened a complaint on Casino Guru. As explained earlier, we require players to complete KYC before processing a permanent self-exclusion. The purpose of this requirement is to confirm that we are communicating with the legitimate account owner and not a third party. This is clearly stated in our publicly available Terms & Conditions, which the player agreed to upon registration. Creating the case on Gure gave us the reason that we have in touch with real account owner.

The player previously provided only partial documents during a withdrawal. However, when we requested full KYC verification for the self-exclusion, the player refused to cooperate. We would like to raise an important question: why did the player send incomplete documents during the withdrawal process, but now, when it suits them, they are willing to submit full KYC?

This clearly shows that completing KYC was never an issue for the player,they simply chose not to follow the procedure when it was required.

We provided the player with a 24-hour period to complete the verification, which is more than sufficient time. If additional time was needed, the player could have contacted us to request an extension. Instead, the player chose to argue, refused to provide the documents, and insisted on acting according to their own timing rather than following the casino’s rules.

During the KYC waiting period, the account was closed as per our standard procedure. The player did not inform us of any difficulty in obtaining the required documents.

Additionally, the player was actively participating in a tournament where self-exclusion could affect rankings. If the request had been made by a third party, closing the account without verification could have unfairly impacted the player and would have been our responsibility. This is exactly why KYC is mandatory in such cases, to protect both the player and the integrity of the tournament.

We would like to resolve this case in a fair manner for both sides. As a gesture of goodwill, we are willing to increase the offered amount to £1,000 if the case is marked as resolved.

Thank you for your understanding.

Dear forza.bet,

As Matej had stated, i also believe that i should be entitled to the full refund. As i let you know of my ADDICTION, and you still allowed me to deposit.

Would you consider refunding 50% of the deposits within the time frame, so that the case can be closed fairly?

Thankyou

Dear Forza.bet,

I have worked it out and the total deposits-withdrawals in the specified period from Matej works out to be £3935.

I would like to ask if you would be able to increase the goodwill offer to £1750, i think that this is a fair offer for the both of us, it is less than half of the amount that both me and Matej think that should be refunded due to the lack of player protection.

But i think that this offer is very reasonable and i would be happy if you could get to this amount. And get this case solved finally.

Thankyou

You know what, this has been going on for too long and i can no longer be bothered to go back and forth and this take forever.

i will just take the offer of £1000.

please let me know if i need to send any bank details to receive the payment.

Thanks

Dear Matej,

i am happy to accept the offer of £1000 from the casino. What are the next steps.

thanks

What I can do in this case is to use the "partially resolved" outcome, since the account has been closed and partial refund will be issued.

Since joshymarriott is willing to settle on lower than the amount I believe should be refunded, I'll leave the final decision up to Forza.Bet Casino:

If an amount of £1,750 is refunded, we can consider the matter resolved, since the player stated he would be happy if that was the outcome. If the £1,000 is the final offer, we will accept it and I will not press any further.

Hello everyone,

Thank you for your patience. The amount will be refunded to your casino balance, after which you will be able to make a withdrawal. The withdrawal will be processed within the standard time frame. Please note that the account will only allow withdrawals,you will not be able to make any deposits or play games.

Dear Matej,

The player has agreed to the offer to receive £1,000, and the case will be closed as resolved. We are awaiting your confirmation to proceed with the next step.

Hi forza,

Matej replied just before your response.

thanks

If the player is happy, Casino Guru is happy as well. Once the reception of the refund is confirmed, the complaint will be closed as resolved.

Dear Matej,

The player has agreed to the offer to receive £1,000, and the case will be closed as resolved. We are awaiting your confirmation to proceed with the next step.

I am happy to receive the £1000.

please credit to my account so i csn proveed with withdrawal.

thanks

Before we proceed, we need confirmation. Once the player receives £1,000, the case will be considered resolved.

Dear joshymarriott, you previously agreed, but I need a clear and final answer: do you accept this offer?

I do accept the offer

Are we just waiting for payment now?

Matej, i think we just meed you to give the go ahead to the casino to make payment as says eaiting for your response

Your account will be reopened and the funds will be added, then you can make a withdrawal.

When will this be done?

Please check the account now

Amou t received in account. Withdrawal made and is now pending.

can you advise on withdrawal time?

maximum withdrawal time frame is 3 business days but we will speed up and you will have it tomorrow.

Perfect. Thankyou

We still expecting payment yo be received today?

Still nothing received in bank as yet

Hi,

the payment seems to have been declined for some reason.

i contacted the bank and they said they are unable to accept the payment method used.

can i send you my details for my other bank account.

thanks

Hi both.

payment has been received. Although i do believe that i should have been refunded more.

i was happy to accept the 1000 to get this solved, as it had been going on for a long time.

thankyou so much for your help Matej

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

Dear joshymarriott,

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.

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Matej