Fafabet Casino UK - Hráč kritizuje nástroje zodpovědného hraní v kasinu.

New player. Managed to deposit £750 in a few hours. Only making small bets. Had a few declined transactions. Not a single safer gambling step was implemented by this company. New players should be checked before depositing huge sums in a short space of time. I thought the safer gambling laws were in place to safe guard customers? Don't you have to abide by safer gambling to have a UK licence?

I emailed and got palmed off. I've submitted a formal complaint and not heard anything.

This company needs it's licence revoked.

Dear faynar,

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

I checked the casino website and found multiple responsible gambling options mentioned in the responsible gambling section, including the option to set up a deposit limit:

https://fafabet.co.uk/responsible-gambling/

Could you please explain if you tried to set up such limits yourself in your casino account? Could you please explain what the disputed amount (£750) represents in this situation?

Thank you very much in advance for your reply.

Best regards,

Tomas

There are tools on the site. However, a new player spending that much in a matter of hours without a single flag come up? I had multiple declined transactions in that short space of time too.

Even after I sent an email of complaint they were sending me emails to encourage playing more.

For someone like myself who has diagnosed mental health problems, they do not safe guard people. It should have flagged up that a new player with multiple declined transactions, depositing a huge amount of money.. May have a problem. I thought that was the safer gambling laws?

I understand your point of view, but sadly, that is not a tool that we would consider mandatory in most casinos. Tracking transactions in real-time, determining they might be coming from a player that has gambling problems, and blocking them from further play might be an ideal of the future but currently, it's not something that is widely used in order to protect players, or at all to my knowledge.

Unfortunately, if you haven't asked for a self-exclusion in the casino, there is not much we can do to help other than recommend you ask to be self-excluded in the casino yourself. As a British player, you have the option to register on GAMSTOP a self-exclusion scheme that will exclude you from playing in all UK Gambling Commission-licensed casinos.

You can find it on the link here: https://www.gamstop.co.uk/register

If you need any other resources related to problem gambling, may I suggest you read our article which can be found here: https://casino.guru/overcoming-problem-gambling

I'll await your reply.

I have found evidence that the gambling commission have fined businesses huge amounts for not implementing the exact things I have stated, so I don't understand your response??

Thanks for your comment. I'll do my best to learn more about this myself.

If you can point out a specific case where this happened I would appreciate it if you share it with us here or on my email at tomas@casino.guru

Please understand however we don't consider the rule, or behavior of online casinos you are describing as mandatory. We are mostly dealing with cases about responsible gambling features mentioned in the casino's terms and conditions such as those I mentioned in the screenshot above.

If you are of the opinion the casino in question didn't comply with the regulations of their license, you should consider contacting the gambling authority about it.

If you haven't already considered the options on the casino website or my suggestions, I would strongly encourage you to do so as soon as possible.

I'll await your reply.

Dear faynar,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.