Frumzi Casino - El jugador experimenta problemas con la autoexclusión.

I have had a self-exclusion through the OIAS (Online Interdiction and Self-exclusion System) for quite some time now. Despite this, I was able to play at Casino Frumzi. When I reported this issue to the casino, my complaint was rejected.

At another casino, Lukki Casino, I requested a self-exclusion after losing €1,200. Instead, I was continually offered bonuses and ended up playing until I had lost a total of €3,800.

ich habe bereits seit längerem eine Spielsperre über das OIAS (Online Interdiction and Self-exclusion System). Trotz dieser Sperre konnte ich im Casino Frumzi spielen. Nachdem ich den Fall dem Casino geschildert habe, wurde meine Beschwerde jedoch abgelehnt.

In einem anderen lukki Casino habe ich nach einem Verlust von 1.200 Euro um eine Sperre gebeten. Stattdessen wurde ständig mir ein Bonus angeboten, und ich habe weitergespielt, bis ich insgesamt 3.800 Euro verloren habe.

Dear Salim.j,

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

Please note the register you applied to might not share information outside operators operating under a German license.

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

• Have you informed the casino about your gambling problem independently?
• Was your casino account closed as a result?
• If you have issues with other online casinos I encourage you to file a separate complaint for that casino as well.

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Mr. Tomas,

Thank you for your reply.

It is true that no data is passed on to third parties via the blocking system, but does that mean that the casino is illegal in Germany?

1. Yes, I informed the casino about this myself.

2. Yes, exactly, when I said that I was actually banned in Germany, they immediately closed my account and a few days later replied that I had accepted the T&Cs. And if they knew that a player had problems playing, they would ban them immediately and they would have no influence on it.

3. I asked the other casino for a refund because I lost a large amount within a few days and later mentioned that I have a ban in Germany.

At Lukki Casino I asked several times to block my account. Then they said how about a bonus? And unfortunately the bonus was gone after that. I told them that I was playing because of their bonus and I kept playing until I lost 3600. I explained the situation to them but they refused again.

Besides, I'm not really a player, I lost 200 euros a year ago at Mr.grenn, so I got banned for a year

Thank you for your support

How do you assess the case?

Hallo Herr Tomas,

Vielen Dank für Ihre Antwort.

Es stimmt, dass über das Sperrsystem keine Daten an Dritte weitergegeben werden, aber heißt das, dass das Casino illegal in Deutschland ist oder?

1. Ja, ich habe das Casino selbstständig darüber informiert.

2. Ja genau, als ich sagte, dass ich eigentlich in Deutschland eine Sperre habe, haben sie sofort mein Konto geschlossen und ein paar Tage später geantwortet, dass ich die AGB akzeptiert habe. Und wenn sie wüssten, dass ein Spieler Probleme mit dem Spielen hat, würden sie ihn sofort sperren und sie hätten keinen Einfluss darauf.

3. Ich habe das andere Casino um Erstattung gebeten, da ich innerhalb weniger Tage eine große Summe verloren habe und später erwähnt habe, dass ich in Deutschland eine Sperre habe.

Beim Lukki Casino habe ich mehrmals gebeten, mein Konto zu sperren. Dann sagten sie, wie wäre es mit einem Bonus? Und leider war der Bonus daraufhin weg. Das habe ich denen gesagt, dass ich wegen ihres Bonus gespielt habe und ich habe weitergespielt, bis ich 3600 verloren habe. Ich habe ihnen die Situation erklärt, aber sie haben es auch wieder abgelehnt.

Außerdem wirklich Spieler bin ich nicht ich habe vor ein Jahr 200 euro verloren bei Mr.grenn deswegen habe ich mich für ein Jahr sperren lassen

Vielen Dank für Ihre Unterstützung

Wie schätzen Sie den Fall ein ?

Thanks for the explanation.

If a player decides to open an account in a casino accepting players from said country we accept the player's decision to play in such casinos. We inform players about the license status of any online casino to the best of our ability in our casino reviews.

While such casinos are not part of the national scheme for self-excluded persons, you can still inform this casino you wish to self-exclude due to gambling problems. After being informed the casino should act to protect you from further gambling.

Please forward your self-exclusion request in which you informed the casino about a gambling problem to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Hello Salim.j,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience Salim.j,

I can see you informed the casino about your ongoing issues on September 22nd. Your request for a refund has been denied on September 24th.

If your account was closed shortly after you informed the casino about gambling problems that is what we would expect the casino to do.

Only after informing the casino, the casino is obligated to prevent you from further gambling.

Considering the circumstances the complaint will now be closed, since we don't believe you are eligible for a refund. I am sorry we couldn't be of more help. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.

I would recommend you file a new complaint regarding Lukki Casino, as our complaint resolution center can deal with a complaint against only 1 casino per thread.

Please consider taking advantage of further resources:

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

If you have any other account open in online casinos outside of the reach of the OASIS scheme, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool. 

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.