Frumzi Casino - Spelarens konto har stängts.

Hi, I have a problem with Frumzi Casino.

I've been playing on their site for the last 10 days, they have a lot of slots and casino games, I was even lucky enough to win some money.

On January 9th, I requested a withdrawal of 304 euros, but it was cancelled without reason.

I try to log in to my account and it says it's been disabled, so I contact support to get clarification and they tell me that my account has been closed and they have no intention of giving me my money back.

Their behavior was incorrect since I did nothing wrong but simply played on their casino.

I hope you can help me get my money back.

Thank you

Ciao, ho un problema con Frumzi Casino.

Ho giocato sul loro sito negli ultimi 10 giorni, hanno tante slot e giochi del casino, ho avuto anche la fortuna di vincere qualche soldino.

In data 9 Gennaio ho richiesto un prelievo da 304 euro, che però mi è stato annullato senza motivo.

Provo ad accedere al mio account e c'è scritto che è stato disabilitato, così contatto l'assistenza per avere un chiarimento e mi riferiscono che il mio account è stato chiuso e non hanno intenzione di ridarmi i miei soldi.

Il loro comportamento è stato scorretto dato che non ho fatto nulla di male ma mi sono limitata a giocare sul loro casino.

Spero possiate darmi una mano a recuperare i miei soldi.

Grazie

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (which slots, live/table games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Was your account verified? Were you asked to submit any documents for verification?

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

Best regards,

Tomas

HI,

• I played for about 10 days at their casino and found out that the account was disabled when I received the withdrawal cancellation email, I tried to log in and the account was blocked;
• I discovered that the account was blocked just by trying to log in;
• I played the slots
• I didn't use any bonus, I only played my real balance
• I was not asked to verify the account, in the section it was written that it was not necessary to upload documents

Ciao,

• ho giocato per circa 10 giorni sul loro casino e ho scoperto che l'account è stato disabilitato nel momento in cui mi è arrivata l'email di annullamento prelievo, ho provato ad accedere e il conto era bloccato;
• ho scoperto che il conto era bloccato solo provando ad accedere;
• ho giocato alle slot
• non ho usato nessun bonus, ho giocato solo il mio saldo reale
• non mi è stato chiesto di verificare il conto, nella sezione c'era scritto che non era necessario caricare documenti

Dear fer3na,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Frumzi Casino representative to join this conversation.

Dear Frumzi Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Casino Guru,

I have sent a follow-up email to Mirka containing details regarding this case.

Kind Regards,

Frumzi Team

Dear Frumzi Casino,

Thank you for your email. Could you please send me specific breaches of terms, along with supporting evidence?

Thank you.

Dear Casino Guru,

I have sent a follow-up email to Mirka containing details and evidence attached.

Kind Regards,

Frumzi Team

Dear fer3na,

After reviewing evidence provided by the casino we are unfortunately unable to assist with your complaint due to the fact that you created two accounts with the same casino. It’s important to note that one of the basic rules of gambling is to create only one account per person. Additionally, players should create their accounts in their own full name as visible on legal documents.

If you would like to learn more about the responsibilities of players using online casinos, I encourage you to review our article here:

https://casino.guru/fair-gambling-codex-for-players#tips-for-fair-and-safe-casinos

As per our policies, we are closing this complaint. I’m sorry we couldn’t be of more assistance on this occasion, and I appreciate your understanding.

Best regards,

Mirka