Complaint #26 Fruity Casa Casino

Unprovoked change of bet issue not investigated properly

By primakolog

5 years ago

Dear friends,

I would like to share with you my incredible and sad experience.

I made a 100 EUR deposit in first decade of May, 2020 and everything was OK till...

I noticed a super strange changing of my bets during the Fruity 7 game. My bet spontaneously began changing from 0.25 to 125 and 150 during "Auto" mode (please see "screenshot 1" in attach. Note: the 4th column is a that spontaneously bets"). Unfortunately, I noticed that not immediately.

I sent a many emails about that issue and asked to investigate, but no any result till today. Just ignored!

There is a my first mail (Thu, May 7 at 3:03 PM):

"Dear support team,.

Thank you for your email.

It's easy to explain why I'm saying I did not make these bets.

I'm not a high-bets gambler. I have made a deposit 100 EUR usually and bet about 0.20-0.50 EUR during the different casino games.

You can check any session on my any game history.

But during my game session on "Fruity 7" (05-05-2020 at 21:12, approximately) something incredible happened.

I did not bet 1.2 EUR, 75 EUR and 125 EUR.

It's absolutely illogical to bet 75 EUR if I have 97.34 EUR, and to bet 150 EUR if I have 172.34 EUR...(please find attachment)

Sometimes I had balance 172.34 EUR, 159.59 EUR, 160.29 EUR during that game session. But it's not my real balance, I think. It should have been about 97 EUR I suppose.

Please investigate that issue.

Thank you.

Regards,"

This is their first reply (Thursday, May 7, 2020, 05:44:04 AM):

"Thank you for contacting https://www.fruitycasa.com

Following your request regarding your game query. In order for us to investigate further for you, the relevant department would like to know

why you are saying you did not make these bets?

Please note that bet values have changed, this can only happen on your end.

We look forward to hearing from you.

We trust that we have been of assistance, but do not hesitate to contact us again should you have any further queries.

Kind Regards,
Casino Support

Fruity Casa
https://www.fruitycasa.com
Email: support@fruitycasa.com
Live Chat available on: https://www.fruitycasa.com
18+ Please Bet Responsibly - We believe in Responsible Gambling.
For more information go to: www.gamblingtherapy.org"

This is my last email:

"primakolog

Aug 21, 2020, 3:08 PM UTC

This is a follow-up to your previous request #1408507 "Re: Fruity Casa [Request no..."

Hello.
Passed more than 3 month and no reply regarding my request.
It's seems like some support team members tries to ignore my request and anyone no interested in solve that issue.
Ok.
Let's ask gamblers forum members on several sites to help us.
Thank you and bye"

And their last reply:
"Addison (Fruity Casa)

Aug 22, 2020, 1:22 AM UTC

Hi there Emin
Thank you for getting in touch.

In relation to your recent contact regarding your game query, it has been escalated to the relevant department who are currently looking into it.

Once concluded you would be updated via email with the outcome thereof.

Should you have any further queries you are welcome to join us via live chat or via email.

Kind regards
Support "

I attached from "02" to "08" pictures for additional prove.

Thank you,

Disputed Casino Fruity Casa Casino

Reason Software glitch

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Fruity Casa Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Fruity Casa Casino

• Representative

5 years ago

Hi primakolog,

I am sorry you feel this way, however there is nothing more we can inform you other than what we have. The game play has been reviewed and the response provided has been emailed to you.

Kind Regards,

Jack

primakolog

5 years ago

Hello dear friend,

Yes, I received an email from customer support of Fruity Casa.

I did not want to evaluate these emails myself, but they are really strange.

There is that email:

" < full name removed > (Fruity Casa)

Oct 9, 2020, 3:21 UTC

Hi there < first name removed >,

Thank you for contacting casino support.

Our records does reflect that this bet was indeed placed and your gaming account was credited with a win of Eur150. After the bet win was credited to your account, we can confirm you continued playing with the funds that was active in your gaming account.

You have selected the Max bet option which allowed you to place a bet of 125 EUR during your play session, along with this we have received confirmation from the game provider that the bets placed were indeed confirmed as valid.

Should you require further assistance, please do not hesitate to contact us via Live Chat or Email.

Kind regards,

Casino Support"

That reply I receive after 5 months of waiting.

First of all I would ask to pay attention to my starting topic and "Screenshot 1". If we just see to time intervals between bets it will be totally clear I played using "Auto" mode.

I had 96.29 Euro I set up 0.25C per bet in "Auto" mode. It's absolutely illogical to bet 75 EUR if I have 97.34 EUR, and to bet 150 EUR if I have 172.34 EUR.

What we have in the end.

They said that asked me for proves but I did not provide and they can not start investigation. Moreover, as you can see in their reply they said - "we have had no reply". (please see first reply from customer support of Fruity Casa in this topic)

Then it turned out that they have received my reply in the same day.

Then it turned out that I sent prove in the same day, 5 months ago. (please see attachment in the starting topic)

Then it turned out they are started investigation 5 months ago.

And I would like to ask now - is it trusted casino?

I wrote earlier and now can confirm - the game spontaneously changed the bet size not me.

Thank you.

AskGamblers

• Support Team

5 years ago

Dear @primakolog,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.