FatFruit Casino - L'account del giocatore è stato riattivato nonostante la richiesta di autoesclusione.

Ladies and Gentlemen

I hereby file a formal complaint against the gambling operator FatFruit.

On March 5, I requested in writing via WhatsApp that my gaming account be blocked because I was in serious financial distress and my gambling behavior had gotten out of control. Despite this clear request, including pictures of my financial situation, my account was deleted on March 5, but reactivated upon my request on March 7, allowing me to continue playing and incur significant losses.

I requested deletion several times due to high losses and loss of control, but despite this, I was granted access. They motivated me to deposit more to achieve the final VIP status. I lost over 110,000 at the casino.

I subsequently lost over €50,000.

I firmly believe that FatFruit has violated its legal player protection obligations under Section 8 of the State Treaty on Gambling.

For this reason, I request reimbursement of the losses incurred after my first blocking request.

I request the supervisory authority to investigate this matter and assist me in enforcing my claim.

For further information I am gladly at your disposal.

Sehr geehrte Damen und Herren,

hiermit reiche ich eine formelle Beschwerde gegen den Glücksspielanbieter FatFruit ein.

Am 05.03. habe ich schriftlich per WhatsApp um die Sperrung meines Spielkontos gebeten, da ich mich in einer schweren finanziellen Notlage befand und mein Spielverhalten außer Kontrolle geraten war. Trotz dieser klaren Bitte inkl. Bilder meiner finanziellen Situation wurde mein Konto zwar am 05.03. gelöscht, aber bereits am 07.03. auf meinen Antrag hin wieder reaktiviert, sodass ich weiterhin spielen und erhebliche Verluste erleiden konnte.

Ich habe mehrmals um die Löschung gebeten aufgrund hohe Verluste und kontrolleverlust geben und trotzdessen wurde mir den Zugriff gewährt. Und mir dazu motiviert mehr einzuzahlen um den letzten VIP Status zu erreichen. Ich habe bei dem Casino über 110.000 verloren.

In der Folgezeit habe ich über 50.000 € verloren.

Ich bin der festen Überzeugung, dass FatFruit gegen seine gesetzlichen Spielerschutzpflichten gemäß § 8 Glücksspielstaatsvertrag verstoßen hat.

Aus diesem Grund fordere ich die Rückzahlung von der Verluste, die nach meiner ersten Sperranfrage entstanden sind.

Ich bitte die Aufsichtsbehörde, diesen Sachverhalt zu prüfen und mich bei der Durchsetzung meiner Forderung zu unterstützen.

Für Rückfragen stehe ich Ihnen gerne zur Verfügung.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with FatFruit Casino.

I went over the communication you provided.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain in more detail the circumstances under which your account was reopened on March 7th?
• Have you saved the communication from the time you disclosed your loss of control over your gambling?
• Could you please advise when the last time the casino allowed you to deposit?
• Is your account in the casino open or closed currently?
• Have you unsubscribed from the casino's marketing communication?
• Has the casino responded to your refund request already? What did the casino reply? Send any additional evidence to my email at [email protected]

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

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Tomas, I've sent you everything by email. Please check it.

Hallo Tomas, ich habe dir alles per email gesendet. Bitte um Prüfung.

Thanks for your email and the provided information.

I went over your conversation with your VIP manager.

We believe online casinos should protect you after you inform them you are suffering from gambling problems. Based on the provided exchange, I couldn't find any mentions that you are in need of protection or that you lost control of your gambling.

If you find yourself in a vulnerable state, you need to ask for help by disclosing your gambling-related problems and requesting a self-exclusion; otherwise, you might not prompt the casino to protect you.

• If there is any other communication where you disclosed suffering from gambling problems or addiction to the casino, kindly forward it to me, with the date visible; otherwise, we might not proceed with the complaint.
• If your account is currently accessible to you, I recommend you request a self-exclusion due to gambling issues from the casino.

"Greetings FatFruit 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."

• Please send an email to [email protected] (include me in the copy at [email protected]) and separately inform your VIP manager. Keep me informed about any further developments.

Looking forward to your reply.

Dear Suki21,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru