Frumzi Casino - Spelarens pengar saknas på grund av skillnader i spelinsatsen.

On the evening of March 29th, I noticed a serious discrepancy in my bet history while playing 30 Coins Score the Jackpot.

I played bets of around 5-50 CZK at most, but the system shows repeated bets of 2,500 CZK, 600 CZK, 300 CZK, etc., which I never placed.

These high bets appear repeatedly (about 20 times or more) and as a result, approximately 65,000 CZK disappeared from my game balance during the game.

I immediately addressed the situation and on March 30th I filed a complaint with the VIP manager.

The same thing happened to me the next day, March 30th, when I was credited with 2800 CZK in cash back and again during the game (25 Coins Score the Jackpot) 3000 CZK disappeared.

I communicated with the casino's VIP support, but I didn't receive any specific statement or solution, only that they would contact me when they had some information. The casino is no longer responding to my last emails, which was yesterday, April 4th.

I have screenshots that prove the discrepancy in the betting history.

I believe there has been a technical error in the system or game and I request a thorough investigation and return of the missing funds.

29.3. večer, jsem během hry  zaznamenala závažný nesoulad v historii sázek. Problém nastal při hře 30 Coins Score the Jackpot.

Hrála jsem sázky maximálně kolem 5–50Kč, ale v systému se zobrazují opakované sázky ve výši 2 500 Kč, 600Kč,300Kč atd,které jsem nikdy neprovedla.

Tyto vysoké sázky se objevují opakovaně (cca 20× a více) a v důsledku toho mi zmizelo behem hry přibližně 65000 Kč z herního zůstatku.

Situaci jsem okamžitě řešila a dne 30.3. jsem podala reklamaci u VIP managera.

To samé se mi stalo další den 30.3.,kdy mi byl připsán cash back 2800Kč a opět mi během hry( 25 Coins Score the Jackpot) zmizelo 3000 Kč.

Komunikovala jsem s VIP podporou kasina, ale nedostala jsem žádné konkrétní vyjádření ani řešení,jen, že  až budou mít nějaké info,tak se ozvou.Na mé poslední e-maily již kasino nereaguje a to bylo včera 4.4.

Mám k dispozici screenshoty, které dokazují nesoulad v historii sázek.

Domnívám se, že došlo k technické chybě systému nebo hry a žádám o důkladné prověření a vrácení chybějících finančních prostředků.

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. I checked the game you played in demo mode and observed it features multiple options to place higher-than-normal bets:

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

• Have you activated any features of the game by mistake?
• Could you please share with me your communication with the casino so far regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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