Frumzi Casino - Spelarens konto har stängts och saldot konfiskerats.

After several weeks of playing on the Frumzi website, I requested withdrawals from my account. A few days later, when attempting to log in, I was suddenly unable to access my account and received an error message.

I immediately contacted live chat support and was informed that my account had been permanently closed following a management decision (screenshots attached).

I then contacted Frumzi by email to request a clear explanation for this closure. Their response was the following:

"Your account has been permanently closed as a result of an internal administrative decision."

No reason, no evidence, and no reference to any breach of Terms and Conditions was provided.

I subsequently requested the return of the funds that were in my account at the time of closure.

Support informed me that my request had been forwarded to the relevant department.

After several follow-ups and long periods of silence, I finally received this response:

"We would like to inform you that, in accordance with our Terms and Conditions, any balance, withdrawal, or open bet in your gaming account has been voided during the process."

This statement is extremely concerning.

Frumzi has:

• Closed my account without providing any valid reason
• Confiscated my entire balance
• Refused to provide any evidence of wrongdoing
• Failed to reference any specific clause of their Terms and Conditions

Legal concerns :

Under standard gambling regulations and consumer protection principles:

• Operators must provide a clear justification when closing an account
• Funds cannot be confiscated arbitrarily without proven violation of Terms
• Any sanctions must be:
• Proportionate
• Justified
• Supported by evidence

Confiscating a player’s funds without proof of fraud, bonus abuse, or Terms violation constitutes unfair commercial practice and may be considered unlawful enrichment.

To date:

• I have never been informed of any rule I allegedly violated
• No evidence has been provided
• No investigation report has been shared
• No specific Terms clause has been cited

I formally deny having breached Frumzi’s Terms and Conditions in any way.

My request :

I am therefore requesting:

• Immediate restitution of my confiscated funds

OR

• Full disclosure of:
• The exact reason for account closure
• The specific Terms & Conditions clause allegedly violated
• Concrete evidence supporting their decision

Without this, Frumzi’s actions appear to be unjustified and abusive.

Conclusion :

Closing an account without explanation and seizing a player’s balance without proof is unacceptable and contrary to fair gaming principles.

I am therefore asking Casino Guru to:

• Mediate this dispute
• Request formal justification from Frumzi
• Help me recover my funds

Thank you for your assistance.

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?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please confirm whether you passed account verification? Were you asked to submit any documents required for the verification process?

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

Hello Tomas,

Thank you for your response and for your assistance with my complaint.

Please find below the requested information:

1) Account creation date

I created my Frumzi account on October 17, 2025.

2) Account closure date

I noticed that I no longer had access to my account on November 20, 2025.

This was the first time I realized my account had been blocked, as I had received no prior warning or notification.

3) Games played

I used a mix of games available on the platform, including slots and other casino games.

I did not engage in any suspicious or unusual activity.

4) Bonuses

I never used any bonus (no welcome bonus, no free spins, no no-deposit bonus).

All funds in my account came solely from my own deposits and gameplay.

5) KYC / Verification

I was never asked to complete any verification process.

No documents were requested, and no KYC procedure was initiated before my account was closed.

---

To summarize:

- My account was closed suddenly and without warning

- No explanation was provided

- No Terms & Conditions breach was identified

- No evidence was shared

- My funds were confiscated without justification

I fully cooperated at all times and strongly believe this account closure and fund confiscation are unjustified.

Thank you again for your support.

I remain available if you need any additional information.

Best regards,

Florian ****

Dear flodel06,

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, Barbora (barbora.p@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 Barbora, 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 All,

We would like to inform you that we are currently looking into this case and conducting a thorough internal review. We will provide further details and an official update as soon as possible.

Thank you for your patience.

Kind Regards,

Frumzi Casino Team

Dear Frumzi Casino Team,

Thank you for the update. We acknowledge that an internal review is ongoing and will await your detailed response once the review is completed.

Dear All,

Thank you for your continued patience while we reviewed this case.

First, we would like to clarify that the decision to close the account was made in accordance with Section 3.9 of our Terms and Conditions, which states that we reserve the right to close an existing account without prior notice or justification.

To move forward with the verification process, our relevant department has contacted the player via email today to request the following documents:

*Proof of Identity (ID)-both sides

*Selfie

*Transaction history for October (strictly in its original file format)

*Selfie ID : A selfie where the player holds their ID next to their face, with our website clearly visible in the background

We kindly ask the player to check their inbox and provide these files as soon as possible. Alternatively, the documents can be sent directly to complaints@frumzi.com.

Once these documents are received and verified, we will be able to provide further updates.

Best regards,

Frumzi Casino Team

Hello,

Thank you for the update.

I would like to confirm that I have just submitted all the documents requested by Frumzi by email, including:

- Proof of Identity

- Selfie

- Selfie with ID

- Transaction history for October in the original file format

I am fully cooperating with the verification process.

However, I would like to raise an important legal concern regarding Frumzi’s response.

Frumzi is relying on Section 3.9 of their Terms and Conditions, stating that they may close an account without prior notice or justification.

While I understand that an operator may reserve the right to close an account, this clause cannot legally justify the confiscation of player funds.

Even if an account is closed:

- Funds must not be seized without proven violation of the Terms

- Any confiscation must be supported by clear evidence

- The operator must demonstrate fraud, abuse, or illegal activity

To date:

- No breach has been identified

- No specific Terms clause (other than a generic closure clause) has been cited

- No evidence of wrongdoing has been provided

It is also important to note that:

- I never used any bonus

- I was never asked to complete KYC prior to the account closure

- The KYC request only appeared after my withdrawal attempt

This raises serious concerns that KYC is being used retroactively to justify the account closure and fund voiding.

I am cooperating in good faith, but I respectfully request that Frumzi be asked to clearly clarify:

1) Whether they intend to return my balance once verification is completed

2) On what legal basis the funds were initially voided

3) Whether any specific misconduct is alleged

Thank you for your continued mediation and support.

Best regards,

Dear Frumzi Casino Team,

Thank you for your response and for the update regarding the internal review and verification request.

We confirm that the player has submitted all the requested documents and is fully cooperating with the KYC process.

We will now await the outcome of your verification and your next update in this case.

Dear flodel06,

Thank you for your cooperation and for providing the requested documents.

To help us locate your files and speed up the process, could you please confirm to which of our email addresses you sent them?

Additionally, for faster assistance and to ensure your case is prioritized, we kindly ask you to send the documents to our complaints@frumzi.com address as well.

Thank you for your cooperation and patience.

Best regards,

Frumzi Casino Team

Hello,

I confirm that I initially sent the requested documents to kyc@frumzi.com, as this was the address that contacted me. I received an automatic reply stating that they do not process email requests and that verification must be completed through the website. However, my account remains closed, and I still do not have access to it.

As requested by Frumzi, I have now also sent all the requested documents to complaints@frumzi.com.

I remain fully cooperative and available if further information is needed. Could you please ask Frumzi to confirm that they will process my documents via email and clarify whether my balance will be returned once verification is completed?

Best regards,

Dear Frumzi Casino Team,

Thank you for your response.

As advised, the player has sent all requested documents to complaints@frumzi.com.

To proceed with this case, we kindly ask you to confirm:

1. That the documents have been received and will be reviewed via email, as the player’s account remains closed.
2. Whether the verification can be completed without access to the website.
3. What will happen to the player’s remaining balance once verification is completed.

Thank you for your cooperation. We look forward to your clarification.

Dear All,

Thank you for your message and for your cooperation in this matter.

We would like to provide the following clarifications regarding the player's case:

Receipt of documents: We can confirm that the documents have been received via email. We would like to thank the player for their cooperation. Currently, the documents are still under review by our relevant department. We will notify both the player and the forum as soon as we receive an update.

Verification without website access: Yes, the account verification process can be conducted and completed even while the player’s account remains closed.

Remaining balance: Once the verification is successfully completed, we will provide further information regarding the remaining balance.

Thank you for your patience while we finalize the review.

Best regards,

Frumzi Casino Team

Dear Frumzi Casino Team,

Thank you for the update and for confirming receipt of the player’s documents.

We acknowledge that the verification review is still in progress. We will await your next update once the process has been completed, including clarification regarding the player’s remaining balance.

Thank you for your cooperation.

Hello Tomas,

I would like to provide an update regarding the situation.

Following Frumzi’s latest request, I have now sent them all the additional documents they asked for, including:

• my Canadian work permit (which is my official residence authorization document),
• and a recent bank statement as Proof of Address.

I have fully complied with every request and supplied all required documents.

I am currently waiting for their verification team to review them and proceed with my account verification.

I will keep you informed as soon as I receive their response.

Best regards,

Dear flodel06,

Thank you for your cooperation and for submitting the requested documents.

We can confirm that your Canadian work permit and bank statement have been received and are currently under review by our relevant department. As soon as we receive an update regarding the verification, we will notify you immediately.

Thank you for your continued patience while we finalize this process.

Best regards,

Frumzi Casino Team

Dear Frumzi Casino Team,

Thank you for your latest update and for confirming receipt of the player’s additional documents.

We acknowledge that the verification review is still ongoing. We will await your next update once the process has been completed, including clear clarification regarding the player’s remaining balance and the final outcome of this case.

Thank you for your cooperation.

Dear All,

Following a formal review of the documentation provided, the relevant department has determined that further information is required to complete the verification process.

Please provide a clear, high-resolution photo of your passport. It is essential that all information on the document is fully visible and that no details are hidden, redacted, or obscured by glares or physical obstructions.

Please submit this additional documentation at your earliest convenience to prevent any further delays in your processing timeline.

Best regards,

Frumzi Casino Team

I have just sent a photo of my passport to complaints@frumzi.com, as requested.

For reference, I have already provided:

• Proof of identity
• My Canadian work permit (residence authorization)
• Selfies (including selfie with ID)
• Proof of address
• Transaction history

I kindly ask Frumzi to acknowledge receipt of all documents and confirm that my account verification will be completed and my balance reinstated.

I remain fully cooperative and will keep the thread updated with any response.

Dear Frumzi Casino Team,

Thank you for the update.

The player has confirmed that the requested passport photo has been sent to complaints@frumzi.com.

Could you please confirm receipt and advise on the expected timeframe for completing the verification process?

Thank you for your cooperation.

Frumzi has contacted me by email to arrange the payout of my remaining balance and asked for my banking details. I have now provided them and I am waiting for confirmation that the transfer has been initiated.

Dear flodel06,

Thank you for providing your banking details.

We would like to confirm that we have received the information you sent. Your withdrawal request has been successfully forwarded to our relevant department for processing.

We will notify you as soon as the transfer has been initiated. Thank you for your patience and cooperation throughout this process.

Best regards,

Frumzi Casino Team

Dear Frumzi Casino Team,

Thank you for confirming that the player’s withdrawal request has been forwarded to the relevant department for processing. We appreciate your cooperation throughout the verification process.

Could you please notify us once the transfer has been initiated and, if possible, provide an estimated timeframe for when the player can expect to receive the funds?

Dear flodel06,

Please keep us informed once you receive the payment.

We will keep this complaint open until the player confirms that the funds have been received successfully.

I confirm that I have received a transfer of 2,950 CAD from Frumzi. However, since I no longer have access to my account, I have asked the casino to provide a full account statement to confirm that this amount corresponds to my full remaining balance.

Dear flodel06,

Thank you for your reply.

We would like to inform you that we are currently looking into this case and conducting a thorough internal review. We will provide further details and an official update as soon as possible.

Thank you for your patience.

Kind Regards,

Frumzi Casino Team

Dear Frumzi Casino Team,

Thank you for your latest update.

We acknowledge that you are conducting an additional internal review regarding the player’s balance. We will await your next message with a detailed clarification and confirmation of whether the amount paid represents the full remaining balance.

Kindly provide your findings as soon as possible so we can proceed with the resolution of this case.

Thank you for your cooperation.

Hello,

It has now been one week since Frumzi informed us that they were conducting an internal review regarding the final balance clarification.

I have not received any further update or explanation so far.

Since I no longer have access to my account, I am entirely dependent on Frumzi’s transparency to confirm whether the amount paid (2,950 CAD) represents my full remaining balance at the time of account closure.

I kindly ask Frumzi to provide:

The final account balance at the time of closure

A complete transaction and betting history

Confirmation that the transferred amount corresponds to the full remaining balance

I appreciate Casino Guru’s assistance and look forward to a clear resolution.

Best regards,

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.