Fruity Casa - Account Currency issue

[Fiekie247]

Hi Fellow AG members

 

Quick question.

 

I registered at Fruity Casa a very long time ago and i could only open my account in USD currency.

 

I made deposits before and often lately received no deposits free spins or bonus.

 

Today I completed wagering on my Birthday Bonus and withdrew, they requested for documents etc.

 

I decided i wanted to make another deposit and keep on playing while my withdrawal is being pending and processed.

 

My deposits keeps on failing and now they telling me its because my account has to be in ZAR currency. They want to force me to register a new account in ZAR currency, although i wish to play in USD currency, because if i play in ZAR the conversion fees is always a lot in deposits and withdrawals - Which is what i am trying to avoid.

 

They also informed me that they cannot change my account currency under my current account. Here is how live chat went down

 

Amber : Hello! How can I help you today?

 

fiekie : I am having issues depositing using neteller

Can you check whats wrong

 

Amber : Of course, one moment please.

Ah I see the issue now!

It is because your account is in USD and needs to be in ZAR.

 

fiekie I prefer to play in USD

my account has been like this for ages

lol

so what needs to happen now?

I know on the other cadell i have accounts in zar

can you just leave it as it, because the conversion fees are much more when depositing and withdrawing

 

Amber Unfortunately it is no longer possible to deposit or play with a USD currency.

I will need to ask you to register a new account in ZAR.

 

fiekie Why cant you just change my currency?

 

Amber We cannot change the currency of an account once there has already been played on.

 

fiekie so you will close this account?

Also why didn you tell or inform me before?

should i wait untill my withdrawal?

is complete? Read

 

Amber11:03 am One moment please, I will see how we can arrange this for you.

11:09 am I suggest that you wait until your documents have been processed and your withdrawal as well. I will inform the responsible department to contact you via e-mail to invite you to register a new account once the withdrawal has been processed.

11:18 am Can I help you with anything else?

11:25 am I wish you a good day, I will close the chat now.

 

 

I feel they should have informed me a while ago when this change happened now. because my account has been in USD for almost 1 year now. They can change to Euro as well, i do not mind, but i do not wish to register a new account...

 

What are my options?

[ValDes]

I'm afraid you don't have any other options, but to follow the advice given by the live chat for the obvious reasons you could check yourself on the screenshot below.

 

 

 

[Fiekie247]

Okay Valdes

 

But I signed up a long time ago, and ZAR currency was not available then. Which is why i am playing in USD at the moment.

 

I mean this most probably got updated after i signed up.

[ValDes]

Okay Valdes

 

But I signed up a long time ago, and ZAR currency was not available then. Which is why i am playing in USD at the moment.

 

I mean this most probably got updated after i signed up.

 

For this scenario there is another term in place... 

 

 

13.7 Entire Agreement

The Terms and Conditions contained herein represent the complete, final and exclusive agreement between You and FruityCasa and supersede and merge all prior agreements, representations and understandings between You and FruityCasa with regards to playing at the Casino. FruityCasa reserves the right to amend these Terms and Conditions, or to implement or amend any procedures, at any time without prior notice to You. Such amendments will be implemented at the discretion of Casino Management and put into immediate effect. Such procedural changes will only be in response to the interests and security of the Casino and/or the Players. 

[ValDes]

Strongly encourage you to send a PM to Jelena though, I'm pretty sure she could give a helping hand and sort this out.

[Fiekie247]

Did already.

 

but the terms and conditions already spoke.

Thanks for the advice.

[JelenaIsakov]

Hi Fiekie and Valdes

 

I did indeed reply to Fiekie's email, but there's not much I can do as Affiliate Manager, when T&C are saying this

I thought some exception could have been made, but I can't interfere in support's job and I also can't make them act different than T&C are saying.

 

Wish I could be much more of the helping hand here. I tried but, nothing really depends on me here, nor even of support staff.

Opening a new account will bring you another benefit - you'll be able to get welcome bonus again (10 Free Spins on Gonzo, as a starter) If this means something to you.

[Afi4wins]

Hi Fiekie and Valdes

 

I did indeed reply to Fiekie's email, but there's not much I can do as Affiliate Manager, when T&C are saying this

I thought some exception could have been made, but I can't interfere in support's job and I also can't make them act different than T&C are saying.

 

Wish I could be much more of the helping hand here. I tried but, nothing really depends on me here, nor even of support staff.

Opening a new account will bring you another benefit - you'll be able to get welcome bonus again (10 Free Spins on Gonzo, as a starter) If this means something to you.

 

Hello Jelena darling. 

 

Wouldn't opening a new account be creating a duplicate account for our mate here? 

This can only be done if the casino's management has already agreed to it...so perhaps Fiekie needs to write in and request for it? 

[cocopop3011]

Hello Jelena darling. 

 

Wouldn't opening a new account be creating a duplicate account for our mate here? 

This can only be done if the casino's management has already agreed to it...so perhaps Fiekie needs to write in and request for it? 

 

I had a similar issue in the past. I opened an account with the wrong currency though which I couldn't play in and I was told to open a new account by support. Done it and surprise surprise it got blocked. I can't remember the name of the casino now it was a few years ago.

 

However I would imagine with this particular casino he wouldn't get an issue with this would he?

[Afi4wins]

I had a similar issue in the past. I opened an account with the wrong currency though which I couldn't play in and I was told to open a new account by support. Done it and surprise surprise it got blocked. I can't remember the name of the casino now it was a few years ago.

 

However I would imagine with this particular casino he wouldn't get an issue with this would he?

 

Our Jelena darling isn't a magician, nor a politician, hehehe.

 

A duplicate account is a duplicate account to the casino's management...regardless of what the staff may say...

so never take chances on duplicating any account -  get approval first! 

[Fiekie247]

Once they have done with my withdrawal the relevant department will contact me to create the new account.

 

But i still have more funds and want to finish my comp points first, so there is no left overs in my account before I can close it.

 

I just wish they could change my currency on my current account, strange that they cannot do that.

[ValDes]

Thanks to Jelena for jumping in. Although she didn't manage to help you considering the circumstances, I believe you were given pretty fair and straightforward advice on how to proceed further.

 

No worries about possible future issues with having duplicate accounts at the casino though, once you create you new account all the relevant email tickets and/or chat logs will be attached on behalf the casino team as a proof you were granted that second account and you didn't violate any of their terms.

 

Other than this, wish you good luck with claiming that free spins again. Knowing what you are capable to do with the tournaments though, personally, I wouldn't give you a single free spin if I was a casino rep, simply because you could bankrupt the casino!  

[cocopop3011]

Once they have done with my withdrawal the relevant department will contact me to create the new account.

 

But i still have more funds and want to finish my comp points first, so there is no left overs in my account before I can close it.

 

I just wish they could change my currency on my current account, strange that they cannot do that.

 

Actually it's not that strange. I'm sure most casinos are the same and won't change the currency once you've picked at registration that's what it usually stays at. The system is usually set at that currency and it isn't usually editable.

[JelenaIsakov]

No worries, another account was advised as the best solution by support themselves and won't cause any problems

 

Hope the issue is resolved?

[JelenaIsakov]

Just to add an additional explanation why this scenario - we don't offer the USD currency anymore, and we can't change it per account, so it's the only option, therefore opening new account by us and closing the previous one, could be exception to the rules Hope it's clearer now

[cocopop3011]

Just to add an additional explanation why this scenario - we don't offer the USD currency anymore, and we can't change it per account, so it's the only option, therefore opening new account by us and closing the previous one, could be exception to the rules Hope it's clearer now

 

Crystal clear hun 

[Fiekie247]

Good Day AG members

 

I finally made peace with the fact that I have to open another account after my withdrawal. Then there was an issue with my docs. But not really my fault, the finance team didnt check the email with my explanation of my address change and the attached documents. So they needed my Proof Of address docs, which i already sent through and once i contacted live chat, they explained they have the necessary docs, no need for me to sent the docs again. Here is how live chat is going down...

 

Am i just being unreasonable, or should i be more understanding about the processes , how queries are dealt with? because i think live chat should have 95% of answers and if they do not know, they should basically find out and tell then and there on live chat right? Excuse me if i do not have the patience, maybe i am just being not so understanding ;-)

 

Emma Hello! How can I help you today?

 

Visitor Hi Emma

is Adriana Available?

 

Emma Hello there!

Yes she is, you wish me to transfer you to her?

 

Visitor Yes

 

Emma Just a moment, please.

You have been transferred to: Adriana .

 

Adriana Hello!

 

Visitor Hi Adriana

I received your email

So now account verification documents

by the way its Shaifek

Shafiek

 

Adriana Hi yes!

 

Visitor username : *****

What do you need?

 

Adriana May I also have your date of birth pleade

Please *

 

Visitor ******

I have send an attachment with my old address

and attachment with my currency address

What is the problem?

 

Adriana We only need an address of the one that you are living in now.

Is the address on your account the older one?

 

Visitor yes

the one on my account si the older one

(Old Address)

My new address is (New address)

 

Adriana Okay, that makes sense. So right now we need an proof of address where you live now where your name address and a date not older than 3 months is.

 

Visitor i sent that through already in the same email

 

Adriana I suggest sending another email with this document and explain why the document is mismatching with the address to your account.

Explain the reason for it so to say.

 

Visitor I then explained in the email i sent already 2 days ago

 

Adriana May I have your email please and I will take a look.

 

Visitor ************

 

Adriana Thank you, one moment please.

Yes I found it! I will forward this to the responsible department.

 

Visitor

you could see that i told them my current adress is now 399

 

Adriana Yes I see!

 

Visitor and not using the old one anymore

can you escalate for them to check it now

 

Adriana I will send an email regarding this.

 

Visitor because i do not wish to wait up to another 48 hours for verification to be completed because of the email you send back now

so how long will it take for the docs to be verified?

 

Adriana Unfortunately I am not sure, once we have a reply back you will receive an email from us.

 

Visitor yeah so which means i can wait up to another 48 hours?

 

Adriana Unfortunately I am not sure, I will send an email to them to look into it.

 

fiekie YOu see my frustration, this is not my fault that they didnt check the email with the explanation

 

Adriana I completely understand.

 

fiekie now the process is basically starting again from scratch

meaning more extra time is being wasted now

which is why i am asking

 

Adriana That is why I will send an email to escalate the matter on your behalf.

 

fiekie can you escalate for them to check it now, because its been 48 hours now

okay ill wait to hear then

they are working today?

 

Adriana Yes they are!

 

fiekie Also, after the withdrawal i need to close this account and open a ZAR currency account.

I know i should redeem 100 comp points at a time

But now i only have 550

will i be able to redeem the 550 before my account closure?

 

Adriana Unfortunately not, once you reach a 1000 you can redeem the points.

fiekie so whats going to happen with my current comp points?

the 550?

Because i have to open a new account, as i cannot deposit in this one

 

Adriana I am unfortunately not the one responsible about this. I suggest when you send an email to open an new account to ask this question.

The responsible department will look into it then.

 

fiekie I do not understand why live chat can never give the answers, or even just find out and get back to me with an answer

according to Askgamblers you guys are one of the best casinos

I know this because Jelena Isakov is your Affiliate manager that represent the casino

 

Adriana I am sorry to hear that you are feeling this way, but we as support do not know all the answers. Therefor we have to send or forward emails on your behalf.

 

fiekie Okay i understand you do not know the answers.

But you know who works in the relevant department that knows the answers right?

 

Adriana I will send an email for you regarding the loyalty points if you would like, however it is better to do so when you will have your new account.

 

fiekie This is what i am not getting, you need to email the relevant department, cant you just ask them basically face to face? Or are the in a different location?

 

Adriana Unfortunately not since we work in different department, and we communicate through emails.

 

fiekie Well ithink this process needs to be looked at.

thanks for you time

and please escalate the verification process

i do not wish to wait up to 48 hours again

simply because this is not my fault

 

Adriana I have sent an email regarding your account, once we have an answer back you will receive an email from us.

 

fiekie I hope to expect an answer today Read

 

Adriana You will receive an email from us once we have a reply back.

 

 

Sounds like am being Harsh? RIght? Turning out to be like "Jonnygotthebone"

 

Guess I am just having a  bad day

[ValDes]

I don't really think you were harsh or something, it's just getting too much to swallow IMO..  

 

Regarding the verification process and missing your email... Well, definitely a huge minus for the relevant Fruity Casa team dealing with it, nothing else to add...

 

Regarding your other concern about the support team not being able to solve issues... Definitely disagree! The primary task of the casino support team is to receive your query and make sure it's being addressed and sent to the correct casino team for further processing and execution. IF it happens that your issue is referring to something the support team could do or have the relevant access to then great, it saves time for both parties. But if not, then I'm afraid there is nothing the support host could do further but to process your query to the correct person and/or team. Also, keep in mind there are probably 30-50 people /often a lot more!/ working in several different teams/department behind an average online casino brand. Obviously, there is no way one person could be capable to do everything or have an access and/or knowledge to handle so many different issues referring to completely different kind of problems - verification, payments, fraud, security, complaints, general queries, payments, connection, games, providers, promotions, affiliate matters, etc etc etc...  

 

In short, I have absolutely no doubts your account will be verified any time soon and your payment will be processed asap. Not sure if you gonna stay with the casino after that, but what I know for sure both Jelena and her colleagues will do their best to make you a happy customer.  

[Afi4wins]

Well, if anyone of you can remember my case at Fruity Casa Casino way back in 2016, now that was even worse than Shafiek's case here! I literally blew my top at the verification team! 

 

But, our darling Jelena cooled me down much later on, surprised as she was then about the whole incident, but I thanked her for her kind words and assistance. If not for Jelena, I would have just closed my account...as I've done a number of times at other casinos...and I've just closed one down today! All merely because of documents disapproval! 

[JelenaIsakov]

So sorry Fiekie for these complications! Hope that ValDes explained how it works in casinos and it's departments! I feel bad about our withdrawal processing times, but bright side is that regarding our top priority plans for this year is to speed it up as much as possible! I agree it's the biggest flaw of our casinos.

 

Feel free to contact me if any more delays occur or if your collected points aren't transferred to your new account and I'll see if I can help directly Don't worry about your winnings - well deserved and congratulations Sorry about confusion, delays and waiting - I promise things will be better and faster in the future. I really appreciate your patience and choosing Fruity Casa as a place to play and come back <3

[Fiekie247]

Thanks for the feedback. My account got verified 6 hours later.

 

And I understand the workflow and processes that casinos have, sometimes you dont want to wait, just want answers then and there.

 

However I am not leaving Fruity Casa, I will still be playing, lets hope since my account operate in ZAR currency I will be able to make deposits using Ecopayz.

[Afi4wins]

All's well that ends well. 

[Fiekie247]

Now tis thing is dragging on and on again.

 

They cancelled my withdrawal on my USD account as they cannot process the withdrawal in USD. Advised me to  open a new account on saturday while live chat was on the line.

 

They were going to transfer my money in my USD account to my new account.

After i verified my account, it could not log in , account is locked: its been 2 days and i have fought with Live chat and they escalated but still nothing is fixed.

 

I am really pissed of now. Here is live chat now

 

Oskar7:41 am Hello! How can I help you today?

 

Visitor Oskar

 

Oskar Hey there

 

Visitor email address

f(Email address)

has my account issues been fixed?

 

Oskar Can I have your name and date of birth, please?

 

Visitor *********

*******

Oskar Thanks, I will look into it, one moment please.

Unfortunately we have not received an answer regarding this yet, the query has been forwarded to our responsible department. As soon as we have an answer regarding the case we will contact you by email

 

Visitor you know this process is really an invonvenienc enow

Because you rejected my withdrawal in my USD account and could not process it because of you dont operate in USD currency

 

Oskar I'm sorry for the inconvenience, the query has been forwarded to the responsible department and it's out of my hands for now.

They are looking further into this and we will get back as soon as possible

 

Visitor You rather want to transfer it to my new account, but i registered a new account on saturday while live chat was with me, but now i do not have access to my new account or funds since saturday

this whole process has been a dragged out.

Im deeply pissed off now.. Read

 

Oskar I'm sorry to hear that and I'msorry about the inconvenience. It has been escalated on your behalf and we will contact you by email as soon as it is resolved.

 

What the ***** do i do? Cancel my account now?

[Afi4wins]

Well mate, that really sucks! 

 

And as you are now experiencing, that was how things were with me back then at Fruity Casa too - all because of their *censored* financial team I would say! ('censored' is by me, not by the admin, hehehe) They were the ones who created all my problems back then - the Live Chat team cannot do anything to help because it is out of their hands.

 

Just wait for our darling Jelena to come and rescue you mate... 

[Afi4wins]

And this is exactly what I meant by 'getting a written approval from the casino's management first'! 

The casino's staff only know how to reject problematic cases, as expected, if no prior written approval can be shown as proof.

 

I blew my top back then...hope it won't happen to you too mate.