Complaints

Despite the best efforts of any gambling operator occasionally situation may arise where you are unhappy with the service you’ve received. When gambling at Fruity Casa, should this situation occur we want to know about it to allow us to take what measures we can to resolve the problem. Our customer service team are on hand to assist you in whatever way they can. You can reach them at the following email address: support@fruitycasa.com. You can reach our customer service team 24 hours a day, 7 days a week.

You should always contact our team in the first instance as the vast majority of issues can be resolved directly.

While we always aim to resolve every complaint in house, we acknowledge that sometimes an independent party is needed to review a complaint when there is a disagreement about the facts. As such we also provide several alternative means for you to seek a resolution. Below you’ll find the appropriate bodies to contact based on your country of residence.

UK Players

In case of a complaint UK residents should contact our UKGC approved Alternative Dispute Resolution service. eCogra. Their details can be found below:

www.ecogra.org

UK players should be aware that while we are licensed with the UK Gambling Commission, the Gambling Commission is not an ombudsman and does not deal with consumer complaints directly. They have approved ADRs to fulfil this role for them.

Non-UK Players

Residents of all other countries can contact our regulator the eCogra. Contact details for the eCogra can be found below:

www.ecogra.org

Alternatively we are happy to work with a number of informal dispute mediators. Below you’ll find those parties we are happy to discuss complaints with:

ThePOGG.com – Set up in 2011, ThePOGG.com has assisted thousands of players resolve complaints against hundreds of different operators. Their team holds qualifications with the Charted Institute of Arbitrators, has previously served as an ADR for the UKGC and has been approved to serve as an ADR for the Jersey Gambling Commission. You can submit a complaint to their service at https://thepogg.com/all-complaints/

If you are experiencing any issues with Fruity Casa Casino regarding Payment, Bonuses, Software, Deposit, Accounts or other, you are welcome to file a complaint with the AskGamblers Casino Complaints Service.