Fruta Casino - Der Spieler fordert die Schließung seines Kontos und eine Rückerstattung aufgrund von Spielproblemen.

Hi, I lost all my money yesterday! I have been addicted to gambling for 2 years now and I have been trying to recover from it all the time. Sometimes I have relapses but it has never been this bad before! I lost almost €10,000 yesterday when I was addicted to gambling. I have a game ban but I have still been able to play on your site. I am also really upset that your site does not limit my gambling in any way or give reminders about bets or losses. These are part of responsible gambling. You have violated the policies and I want the matter to be investigated fully. So I am asking for my money back and the account to be closed. I have also blocked many of your sister casinos citing a gambling problem, this also makes me wonder how I can still play on your casino.

Hei hävisin eilen kaikki rahani! Olen sairastanut 2 vuotta jo peliriippuvuutta ja olen kokoajan yrittänyt parantua siitä. Välillä tulee retkahduksia mutta aikasemmin ei ole näin pahasti käynyt! Hävisin melkeen 10000€ eilen kun olin pelihuumassa. Minulla on gameban mutta olen päässyt sivullenne pelaamaan silti. Olen myös todella pois tolaltani siitä että teidän sivut ei millään tavalla rajota pelaamistani tai anna muistuksia panostuksista tai häviöistä. Vastuulliseen pelaamiseen kuuluu nämä. Olette rikkoneet käytäntöjä ja haluan että asia tutkitaan kokonaan. Pyydän siis rahojeni palautusta sekä tilin sulkua. Olen myös estänyt monta sisarkasinoanne peliongelmaan vedoten tämä myös ihmetyttää minua miten voin pelata vielä teidän kasinolla.

Dear olkkuostman,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. To better understand your situation and to assist you more effectively, could you please provide us with some additional information by answering the following questions:

• Could you please specify if you informed the Fruta Casino of your gambling problem and requested to be self-excluded? If so, kindly forward me the account closure request at veronika.f@casino.guru and include the casino's response as well.
• Can you provide details of the game ban you have in place, including where it was applied?
• Could you please specify the sister casinos you are currently self-excluded?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi, I sent you an email with a response and information.

Hei lähetin sähköpostiin vastauksen ja tietoja.

Thank you for your emails. Could you please specify if you informed the casino of your gambling addiction before you made any deposits, or was it only after you lost your balance playing?

I have blocked their sister casinos before I made an account with their casino. I told them about my problem as soon as this happened. I am surprised that there was no reaction to my large deposits and no verification of me, no origin of my money, no personal information.

Olen estänyt heidän sisarkasinoitaan ennen tehtyäni tilin heidän kasinolleen. Kerroin heti kun tämä tapahtui heille ongelmastani myös. Ihmettelen ettei suuriin talletuksiini reagoitu millään tavalla eikä minua varmennettu mitenkään, ei rahojeni alkuperää ei mitään henkilötietoja.

Dear olkkuostman,

Thank you for your replies and for sharing more information about your situation.

I am sorry to hear about your struggles with gambling addiction, and I fully understand how distressing this experience must have been for you.

After carefully reviewing the case, I must respectfully explain that the licensing authority under which Fruta Casino operates does not require its licensees to apply self-exclusion across all casinos within the same brand or operator group.

Moreover, according to Fruta Casino’s Terms and Conditions, self-exclusion must be activated either directly via the player account (Safe Gaming section) or requested by contacting customer support.

Unfortunately, since the casino did not receive a self-exclusion request or any notice of your gambling problem prior to your gameplay and deposits, we are unable to support your request for a refund in this case.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru Team