Fruity Casa Casino - Unprovoked change of bet issue not investigated properly

Hi Primakolog,

I am sorry to hear about your experience. I can see the team emailed you to ask for some more information around the circumstances of why you think the game spontaneously changed the bet size and we have had no reply? It is hard to investigate this without further information, because as the agent stated this can only be controlled players end.

If you can provide more evidence for the game provider to investigate then we can pursue it further. If not then it is not something we can pursue further.

Kind Regards,

Jack

Hello Jack,

Thank you for your reply.

May be your Fruity Casa casino support team read no attentive my starting topic.

Yes, Fruity Casa casino support team asked me - "why you are saying you did not make these bets?" (Thursday, May 7, 2020, 05:44:04 AM)

And that further and detailed information has been provided on "Screenshot 1" in the same day.

I thought that I wrote about it clearly.

Moreover, Fruity Casa casino support team receive evidence, confirmed that and promised to investigate that issue.

Please read below mentioned first email of Fruity Casa casino support team related that issue:

"< full name removed > (Fruity Casa)

May 8, 2020, 3:28:32 AM UTC

Hi there,

Thank you for reaching out to us.

We appreciate your getting back to us with your feedback.

This has been escalated to the relevant department for further review, you will be notified as soon as there is feedback.

Should you have any further queries, please do not hesitate to reach out to us via email or our Live Chat Facility. For your convenience, we are available 24/7.

Kind regards

Casino Support."

Please read below mentioned last reply of Fruity Casa casino support team:

"Addison (Fruity Casa)

Aug 22, 2020, 1:22 AM UTC

Hi there < first name removed >

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"

That meant the investigation in progress! More than 5 months!

I received that kind of emails from Fruity Casa casino support team a few times. You can find them in attachments.

I hope everything is clear now.

Any questions?

Thank you.

Hi primakolog,

I will ensure the support team reply to your email with a final update.

Regards,

Jack.

Hi,

Ok. I will wait your reply soon, I hope.

Thank you,

Hi Prmakolog,

I have been informed that customer support have reached out to you with the game providers reply. We now consider this complaint closed.

Regards,

Jack.

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.

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.

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

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.