Fruity Casa Casino - Closed my account and refused to pay winnings

Becky2012 United Kingdom
posted on April 3, 2016.

I opened an account with this casino I made a few deposits I played through the bonus requirements and I won some money I was really cruft id won that much so I withdrew the money which was £3275 I sent all the documents they asked for and I got an email back saying they had received my documents and they would pay me as quickly as possible that was at 1.20 in the morning I woke up to an email saying ur account is now closed as requested. So I went on live chat to see what was going on to be told I had sent them an email to close my account which I havnt sent. All they can say is it's from an email address with my email attached to it. I can honestly say I havnt sent that email they tell me that it was sent at 11.48. What I don't understand is I was on the site at that time playing so why would I sent that email to them. I've been on live chat a couple of times to try and sort this but all they keep saying is they are looking into it. They are refusing to reopen my account and refusing to pay me my winnings. I really don't know what has gone on I must of been hacked or something because I didn't send that email all I want is for this to be sorted

posted on April 4, 2016.

Hello Becky2012.

I'm really, really sorry to read about your issue. Our team will look into it, to examine everything that happened and I'll come back to you here, with more info as soon as possible.

posted on April 5, 2016.

Dear becky2012,

Fruity Casa wishes their customers to enjoy gambling responsibly and recognises that a small percentage of players who participate in gambling activies may experience problems. Therefore, Fruity Casa provides numerous services that will allow customers to play responsibly, including the ability to self-exclude. On the 31st of March our casino Support Department has received an self-exclusion request from the registered email attached to your player account. Considering that Fruity Casa takes such requests very seriously, your account was closed with immediate effect. A screenshot of the email has been sent to AskGamblers. Also, kindly note that your account will remain closed as requested.

Lastly, your withdrawal of 3,275.15 GBP has been processed. We expect that you will receive the total amount within 1-3 working days.

Hope to sufficiently informed you.

Fruity regards,

Fruity Casa Team

Becky2012 United Kingdom
posted on April 6, 2016.

Hi sorry for not replying sooner been a bit busy. Just want to say thank you to fruity casa for sorting this out so quick. Funds in my bank already

posted on April 7, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.