Fiery Play Casino - Выигрыш игрока в размере 2500 евро был конфискован.

Amount in dispute: €2,500

​Description:

​Hello Casino.guru team,

​I am opening this complaint against Fieryplay Casino (fieryplay1.com) for a severe violation of Responsible Gambling principles and their failure to respect a mandatory cooling-off period, which resulted in the loss/withholding of my tournament winnings.

​Here is the exact timeline of the events:

​July 1st, 2026, at 04:57 AM: I sent an official email to the casino support team requesting immediate self-exclusion due to a gambling problem ("Акаунтът ми е с наложена забрана по линия на Отговорен хазарт"). At that exact moment, I had a balance of €2,500 in my account, which I had legitimately won from a tournament. In the same email, I explicitly requested that my entire remaining balance be paid back to my card.

​Later the same day (less than 10 hours later): Instead of keeping my account frozen and processing my withdrawal, the casino's live chat support (agents Karl and Lukas, and later VIP Manager Laura) exhibited gross negligence. They accepted an impulsive request from me via live chat to reverse the restrictions and immediately reopened my account, completely ignoring the mandatory cooling-off period that follows a written gambling-problem declaration.

​Aftermath: Due to the account being wrongfully reopened during a vulnerable state, the €2,500 tournament balance was lost. When I confronted them via email, support agent Maggie flatly refused to offer a refund, stating that their terms do not allow it, and ironically suggested that I should file a complaint here on Casino.guru.

​The casino's internal terms cannot override standard licensing and responsible gambling frameworks. They were legally obligated to secure my €2,500 balance at 04:57 AM when I self-excluded, rather than exploiting an impulsive chat message hours later to reopen the account.

​I have attached three crucial screenshots as evidence:

​1000005622.jpg – Proof of my initial email sent at 04:57 AM, clearly stating the self-exclusion request and tournament balance withdrawal request.

​1782913624396.jpeg – The live chat log where VIP Manager Laura admits they reopened the account based on a swift reversal, ignoring the 10-hour window.

​1000005628.jpg – The final email response from support agent Maggie refusing to resolve the issue and sending me to Casino.guru.

​I kindly request your assistance in mediating this case and helping me recover my legitimate tournament winnings of €2,500.

​Thank you.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the full, uncropped, original email communication between you and the casino's customer support regarding your account closure requests? My email address is [email protected].
• Did you request account closure while you still had an unwagered deposit in your account? How much of the AML wagering requirement had you completed before requesting self-exclusion?
• Have you submitted any identity documents to the casino for account verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Mario9705,

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,
Veronika
Casino.Guru