Frumzi Casino - El jugador tiene dificultades para reclamar el bono.

Good evening, I wanted to make the following complaint.

At the Frumzi casino, there's a section where you can unlock certain achievements and receive monetary bonuses. I have actually unlocked a cash award of 50€, but they refuse to give it to me. I have sent an email to their support team, but have not received a response. Further, during a live chat, they falsely claimed that I have not unlocked any achievements.

The first achievement is to deposit 100€, which I've done. The second achievement is to accumulate 50 coins, and I've fulfilled that condition as well, even making a purchase from their store for a "crab" bonus, worth 50 coins.

I would appreciate it if you could help me receive what I am entitled to.

Καλησπέρα σας ήθελα να κάνω το έξεις παράπονο.

Στο frumzi καζίνο υπάρχει μια ενότητα η στην οποία ξεκλειδώνοντας κάποια επίτευγμα έχεις κάποια χρηματικά μπόνους εγώ έχω ξεκλειδώσει σε κανονικά ένα χρηματικό έπαθλο 50€ αλλά εκείνοι δεν μου το ξεκλειδώνουν έχω στείλει στο support Email όμως δεν έχουν απαντήσει και στην ζωντανή εξυπηρέτηση μου λένε ότι δεν έχω ξεκλειδώσει τα επιτεύγματα.

Το ένα επίτευγμα είναι να κάνεις 100€ κατάθεση τα οποία και έχω κάνει και το δεύτερο επίτευγμα είναι να φτάσεις τα 50 κέρματα τα οποία και αυτά τα έχω φτάσει μάλιστα έκανε και αγορά από το κατάστημα που έχουν ένα μπόνους καβούρι το όποιο έχει 50 κέρματα.

Θα ήθελα παρακαλώ αν μπορείτε να βοηθήσετε να λάβω αυτό που πρέπει να λάβω.

Hello louvari94,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Frumzi Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Is there any evidence on the site showing that you have claimed those achievements? If yes, would it be possible to forward a screenshot of it or that you have met the conditions of it? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good morning, thank you for the immediate response in the first place.

The account does not need verification as it is from the casinos that if they need something for verification then they tell you what is needed so now it is ok.

I have a screenshot that says you've unlocked the €100 achievement but I haven't received the 5 coin reward that unlocks the achievement.

I sent an email to the casino without getting a reply of course but I don't remember when I sent it. for the achievement of 50 coins I don't have a screenshot but you can verify it as I have bought bonus crab which has 50 coins and I still have 4 more coins like is it possible that I haven't reached 50 coins and was able to make a purchase at the store that did 50 coins?

Καλημέρα σας ευχαριστώ για την άμεση ανταπόκριση αρχικά.

Ο λογαριασμός δεν χρειάζεται επαλήθευση καθώς είναι από τα καζίνο τα οποία εάν χρειαστούν κάτι για επαλήθευση τότε σου λένε τι χρειάζεται οπότε ος τώρα είνα οκ.

Έχω στιγμιότυπο οθόνης το οποίο αναγράφει ότι έχετε ξεκλειδώσει το επίτευγμα των 100€ αλλά δεν έχω λάβει την αμοιβή των 5 κερμάτων που δίνει αν ξεκλειδώσεις το επίτευγμα.

Στο καζίνο έστειλα email χωρίς να έχω λάβει απάντηση βέβαια αλλά δεν θυμάμαι πότε το είχα στείλει.για το επίτευγμα των 50 κερμάτων δεν έχω στιγμιότυπο οθόνης αλλά μπορείτε να εξακριβωθεί καθώς έχω κάνει αγορά μπόνους καβούρι το όποιο έχει 50 κέρματα και έχω ακόμα άλλα 4 νομίσματα πως γίνεται να μην έχω φτάσει τα 50 νομίσματα και να μπόρεσα να κάνω αγορά στο κατάστημα που έκανε 50 νομίσματα?

I should add that the bonus crab I bought from the shop which made 50 coins I bought it on 1/20/24 at 14:13 or 14:28

Να προσθέσω ότι το μπόνους καβούρι που αγόρασα από το κατάστημα το οποίο έκανε 50 κέρματα το αγόρασα στις 20/1/24 και ώρα 14:13 η 14:28

Hello louvari94,

Is there any evidence of the already unlocked achievements or the points you receive from them (history of received or spent points)?

Good evening, the photo I sent you indicates that the achievement of €100 deposit has been normally reached but I have not received the points (coins) from it for the coins I have spent unfortunately the casino has a history which I can only see that I have received bonus crab but it doesn't show if you bought it with your own coins or if it's from some deposit.

Καλησπέρα σας η φωτογραφία που σας έστειλα υποδεικνύει ότι το το επίτευγμα των 100 € κατάθεση έχει κανονικά επιτευχθεί αλλά δεν έχω λάβει τους πόντους (νομίσματα) από αυτό για τα κέρματα που έχω ξοδέψει δυστυχώς το καζίνο έχει ιστορικό το οποίο μπορώ να δω μόνο ότι έχω λάβει μπόνους καβούρι αλλά δεν δείχνει αν το έχεις αγοράσει με κέρματα δικά σου η αν είναι από κάποια κατάθεση.

Will I eventually be able to get what I am entitled to or should we just close it

Τελικά θα μπορέσω να λάβω αυτό που δικαιούμαι η απλά να το κλείσουμε

If we can't do something let me know and I'll understand I just should have already received the 50€ bonus and it's not a bonus actually it's an achievement I mean I earned it from the deposits I've made from the turnovers I've made

Αν δεν μπορούμε να κάνουμε κάτι πείτε μου και θα το καταλάβω απλά θα έπρεπε ήδη να λάβω το μπόνους των 50€ και δεν είναι μπόνους για την ακρίβεια είναι επίτευγμα δηλαδή το κέρδισα από τις καταθέσεις που έχω κάνει από τους τζίρους που έχω κάνει

Good evening, I opened the complaint 2 weeks ago and so far nothing has been done, I wanted to ask, do you want to help or not? If you can't ok just let me know thanks

Καλησπέρα σας το παράπονο το άνοιξα πρίν από 2 εβδομάδες και μέχρι τώρα δεν έχει γίνει κάτι ήθελα να ρωτήσω θέλετε να βοηθήσετε η όχι ? Αν δεν μπορείτε οκ απλά να το ξέρω ευχαριστώ

Please close the incident as unresolved

Παρακαλώ πολύ να κλείσει το περιστατικό ος μη επιλυμένο

Hello louvari94,

Sorry for the late respond. Would it be possible to forward your communication with the casino regarding this matter to nikolas.b@casino.guru before we would try to get in touch with them?

I don't understand what you mean

Τι εννοείτε δεν έχω καταλάβει

Good evening and have a good week, it seems and from what I understand you are not particularly interested in the matter to deal with it as much as you should because if you had dealt with it I would have already received what I should have received without having to turn to you about it the reason please close the complaint as unresolved no there is no reason after 4 weeks to bother about it anymore.

Καλησπέρα σας και καλή εβδομάδα κοιτάξτε από ότι φαίνεται και από ότι έχω καταλάβει δεν σας ενδιαφέρει και ιδιαίτερα το θέμα για να ασχοληθείτε όσο θα έπρεπε γιατί αν είχατε ασχοληθεί θα είχα λάβει ήδη αυτό που έπρεπε να έχω λάβει χωρίς να πρέπει να απευθυνθώ σε εσάς για αυτό το λόγο παρακαλώ πολύ κλείστε το παράπονο ως μη επιλυμένο μην δεν υπάρχει λόγο μετά από 4 εβδομάδες να το κουράζουμε άλλο.

Really this kind of treatment has never happened to me before at casino guru I'm speechless I'm completely ignored shame.

Πραγματικά τέτοια αντιμετώπιση δεν μου έχει συμβεί ξανά στο καζίνο γκουρού δεν έχω λόγια με αγνοείται τελείως ντροπή.

Let me remind you that it's week four and you haven't even tried to do anything for four weeks and you just asked me what has happened in four weeks.

Να υπενθυμίσω ότι είναι η τέταρτη εβδομάδα και δεν έχετε καν προσπαθήσει να κάνετε κάτι τέσσερις εβδομάδες και απλά με ρωτήσατε τι έχει συμβεί τέσσερις εβδομάδες.

Hello louvari94,

Well as you have a problem with Frumzi Casino, there must be a certain communication between you and them regarding this matter and that is what we requested to forward to nikolas.b@casino.guru.

We always have to investigate the player's part first and gather enough relevant evidence in order to contact the casino.

I explained to you from the beginning that I have contacted the casino three times and they told me that we will contact you by email four weeks ago and still nothing has been done so you are asking me to contact the casino again and send you the conversation by email I have not understood this?

Σας εξήγησα από την αρχή ότι με το καζίνο έχω επικοινωνήσει τρεις φορές και μου είπαν ότι θα επικοινωνήσουμε μαζί σας με email πριν από τέσσερις εβδομάδες και ακόμα δεν έχει γίνει τίποτα εσείς δηλαδή ζητάτε να επικοινωνήσω πάλι με το καζίνο και να σας στείλω την συνομιλία σε email αυτό δεν έχω καταλάβει?

I have no words really such indifference mercy shame so close the complaint as unresolved anyway you have no intention of helping.

Please don't send me a reply that you write yourself again or contact the casino so I can get what I am entitled to or close the complaint as unresolved I expect a reply as soon as possible

Δεν έχω λόγια πραγματικά τέτοια αδιαφορία έλεος ντροπή λοιπόν κλείστε το παράπονο ως μη επιλυμένο έτσι και αλλιώς πρόθεση να βοηθήσετε δεν έχετε.

Μην μου στείλετε πάλι απάντηση που να γράφετε πάλι τα ίδια η επικοινωνείτε με το καζίνο για να μπορέσω να λάβω αυτό που δικαιούμαι η κλείστε το παράπονο ως μη επιλυμένο περιμένω απάντηση το συντομότερο

Hello louvari94,

You explaining the situation isn't any kind of proof and that's why I asked the communication between you and the casino (e-mails, chat transcripts). As I've explained above, we have to gather all the information from the player before contacting the casino.

I will be now forwarding your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on and will try to get in touch with the casino regarding your missing bonuses.

Regards,

Nick

Good evening and good week, there should have been some movement already, the incident has been open for 4 weeks, that is, how long does it take?

Καλησπέρα και καλή εβδομάδα θα έπρεπε να είχε γίνει κάποια κίνηση ήδη το περιστατικό έχει ανοίξει εδώ και 4ης εβδομάδες δηλαδή πόσος χρόνος χρειάζεται?

Hello, louvari94,

From now on, I will help you in solving the matter. I will contact the casino and try my best to resolve the issue as soon as possible. However, after going through the thread, first I would like to clarify several things:

• This is not a Live Chat, and it usually takes some time (usually a few days) until any of the involved replies; since this is far from the only open complaint on casino.guru, I am asking your for patience
• Please note that it has already been taking 4 weeks also because you were not able to answer simple questions given by my colleague above - first, you mentioned that the casino informed you via Live Chat that you have not unlocked any achievements, and then you answered to a question about proof of this communication by another question or by blaming us for dragging the process out - I even still cannot find relevant answers to those questions
• Your (only one) screenshot above proves only 5 coins were earned, not 50, and there is no evidence supporting your claims about buying a bonus for 50 coins - it is only your claim
• Collecting more than 50 coins would mean that you deposited more than €1,000 to the casino, which has not been proven either, and to be honest, in such a case, a complaint of such a disputed amount (a bonus) would likely not make sense
• We will find out from the casino representative whether you are entitled to anything
• If you would like to close the complaint immediately as per your request, under such circumstances, it would be closed as rejected, not as unresolved
• We try to help players, for free, so we require their full cooperation; it is not only the casino who has to provide us with the requested information/details/evidence if players can do it too
• Given the above points, you may be glad that Nick did not reject this complaint 2 weeks ago and give it a chance to be resolved
• If you would like me to close the case, feel free to let me know as soon as possible so we do not have to waste the time of all involved

Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint, and we will highly appreciate your patience and understanding.

Dear Frumzi Casino team,

Could you please provide us with a more detailed explanation of the player's situation?

Is the casino able to substantiate its claims with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Thank you for your reply, I for one cannot somehow prove that I have purchased a crab bonus worth 50 coins in the image I sent you it says that I have unlocked the achievement of 100€ deposit but as many times as I have talked with a representative he tells me that I have not fulfilled it and I ask them how it is done since he writes to me that you have successfully unlocked the achievement they tell me that we will contact you by email from the relevant department and no one communicates with me even when I ask them how it is done not having unlocked the 50 coin achievement since I made a purchase from the shop that costs 50 coins again they tell me the same thing and I can't figure it out.

Thank you very much for trying

Σας ευχαριστώ για την απάντηση εγώ από μεριάς μου δεν μπορώ με κάποιο τρόπο να αποδείξω ότι έχω κάνει αγορά μπόνους καβούρι που η αξία του είναι 50 κέρματα στην μια εικόνα που σας έστειλα αναγράφει ότι έχω ξεκλειδώσει το επίτευγμα των 100€ κατάθεση αλλά όσες φορές έχω μιλήσει με κάποιο εκπρόσωπο μου λέει ότι δεν το έχω εκπλήρωση και τους ρωτάω πως γίνεται αφού εμένα μου γράφει ότι έχετε ξεκλειδώσει επιτυχώς το επίτευγμα μου λένε θα επικοινωνήσουμε μαζί σας με email από το αρμόδιο τμήμα και δεν επικοινωνεί κανίς μαζί μου όπως και όταν τους ρωτάω πως γίνεται να μην έχω ξεκλειδώσει το επίτευγμα των 50 κερμάτων εφόσον έκανα αγορά από το κατάστημα που κοστίζει 50 κέρματα πάλι μου λένε τα ίδια και δεν μπορώ να βγάλω κάποια άκρη.

Σας ευχαριστώ πολύ που προσπαθείτε

Dear Customer,

Thank you for reaching out.

We would like to inform you that you did not made any single transaction of 100 EUR or more therefore, the achievement was not unlocked.

We hope this provides clarity on your case.

Best Regards,

Frumzi

Good evening my problem is not this problem it is the achievement of 50 coins which I have completed and not received and you are not even commenting on it.

I have completed the achievement and you haven't unlocked it I made a purchase from the store in bonus crab so I have exceeded all 50 coins how is it possible that I have not reached them??

Please explain my

Καλησπέρα σας το πρόβλημα μου δεν είναι αυτό το πρόβλημα είναι το επίτευγμα των 50 κερμάτων το οποίο το έχω εκπλήρωση και δεν το έχω λάβει και δεν το σχολιάζετε καν.

Έχω εκπλήρωση το επίτευγμα και δεν το έχετε ξεκλειδώσει έχω κάνει αγορά από το κατάστημα σε μπόνους καβούρι άρα έχω ξεπεράσει και τα 50 κέρματα πως είναι δυνατόν να μην τα έχω φτάσει??

Παρακαλώ πολύ εξηγήσετε το μου

When you explain this to me then there will be clarity.

My best wishes

Όταν τα μου εξηγήσετε αυτό τότε θα υπάρχει σαφήνεια.

Τις καλύτερες ευχές μου

Dear louvari94,

Where did you get the one screenshot you provided above, and if it is like the casino claimed, that you did not deposit 100€ or more to your account, how can you explain the information on your screenshot? Are you sure the screenshot originated in your casino account, and it is not only a request asking you to make a deposit but that you likely made a deposit below 100€?

In addition, regardless of basically incomplete evidence for your claims, there are many discrepancies and unclear information.

You claimed that there were 50 coins (an achievement) that should have been credited to your account, but also at the same time, that the first condition was to deposit 100€. The casino clearly stated that there was no such deposit made to your account, so the condition was not met, and I understand that you are not entitled to the coins (the achievement). On the other side, even if you allegedly did not make a required deposit, you claimed that you bought a bonus for 50 coins, which basically you were not entitled to. So, if you even had those 50 coins, you spent them by buying the bonus. Then, what else do you need?

To be honest, now I am completely lost. I do not understand what the issue is, and it does not make any sense at all.

So, now it would be great if you could explain the situation once again, in more detail, and provide us with evidence supporting your claims. Otherwise, there is nothing we could further help you with, and I am afraid I will be forced to think about complaint closure/rejection.

It would be good to see the link to the exact promotion/bonus/achievement/or anything that you are talking about (or at least screenshots of it), with all the rules and conditions, and also to clearly see that you successfully met the conditions and requirements to receive anything that is disputed here.

As you yourself claimed above, the first condition was to deposit 100€ or more to your account. So, provided that your account is not blocked and you have still access to it, I would like to also see the transaction history from your account showing the deposit that equals or exceeds 100€. Because I dare to disagree with your claim that it is not a problem - it is the problem here for sure.

Please note that also your casino account ID or email should be visible in the data.

If it suits you better, feel free to send all the details to my email (branislav.b@casino.guru).

Thank you for understanding. Looking forward to hearing from you.

Dear Branislav,

We sincerely appreciate your cooperation in understanding the case.

Thank you for your assistance!

----------------------------

Dear Customer,

We kindly request you to login to your account and send us the screenshot of the achievement you are looking for.

Thank you for understanding.

Best Regards,

Frumzi

These are the two achievements I haven't received to be able to receive the €50

Αυτά είναι τα δύο επίτευγμα που δεν έχω λάβει για να μπορέσω να λάβω τα 50€

In this achievement it says it will unlock when you have reached 50 coins.

Well I hit 50 coins and bought a bonus crab from the store so it should have automatically unlocked once I hit 50 coins in the first place.

I hope you understood.

He hasn't unlocked the achievement he should have unlocked.

Σε αυτό το επίτευγμα λέει ότι θα ξεκλειδώσει όταν θα έχετε φτάσει τα 50 κέρματα.

Λοιπόν εγώ έφτασα τα 50 κέρματα και έκανα μια αγορά μπόνους καβούρι από το κατάστημα οπότε θα έπρεπε εξαρχής να έχει ξεκλειδώσει αυτόματα μόλις έφτασα τα 50 κέρματα.

Ελπίζω να το καταλάβατε.

Δεν έχει ξεκλειδώσει το επίτευγμα ενό θα έπρεπε να έχει ξεκλειδώσει.

In this achievement to unlock in the first place it asks you to make a total of €100 deposits.

Well in your picture it clearly says that I have unlocked the achievement but once it is unlocked I have not received the 5 coins that it gives as a reward when the achievement is unlocked.

I tell you that the picture is from my profile and it clearly says that the achievement is unlocked and you go on and tell me that I haven't unlocked it so how much more clear can it be??

Σε αυτό το επίτευγμα για να ξεκλειδώσει εξαρχής σου ζητάει να κάνετε συνολικά 100€ καταθέσεις.

Λοιπόν στην φωτογραφία σας λέει ξεκάθαρα ότι έχω ξεκλειδώσει το επίτευγμα αλά ενό έχει ξεκλειδώσει δεν έχω λάβει τα 5 κέρματα που δίνει σαν αμοιβή όταν ξεκλειδώσει το επίτευγμα.

Σας λέω ότι η φωτογραφία είναι από το προφίλ μου και λέει ξεκάθαρα ότι το επίτευγμα έχει ξεκλειδώσει και εσείς συνεχίζετε και μου λέτε ότι δεν το έχω ξεκλειδώσει δηλαδή πόσο ποιο ξεκάθαρο μπορεί να γίνει ??

Dear louvari94,

If you spent those 50 coins in another way, how can you use them also for the achievement?

Please, also send us also transaction history from your account where we can clearly see that you deposited €100 or more.

Please note this is the second time I am asking for the same (transaction history confirming more than 100€ deposit(s)). So, if you fail to provide it and cooperate, the complaint will be rejected.

Looking forward to hearing from you.

You don't buy the achievement the achievement unlocks automatically once you reach 50 coins normally for me it hasn't unlocked for a long time now I'm telling you it doesn't buy the achievement it automatically unlocks the 50 coins I spent them on buying bonus crab and the reason I'm mentioning this is because they tell me that I have not reached 50 coins and I am asking you how is it possible that I have not reached them since I have made a purchase worth 50 coins??

Also the €100 achievement doesn't say you have to make 1 €100 deposit it just says you will unlock the achievement when you reach €100 deposits thanks

Το επίτευγμα δεν το αγοράζεις το επίτευγμα ξεκλειδώνει αυτόματα μόλις φτάσεις τα 50 νομίσματα κανονικά σε εμένα δεν έχει ξεκλειδώσει για πολλοστή τώρα σας το λέω δεν το αγοράζει το επίτευγμα ξεκλειδώνει αυτόματα τα 50 νομίσματα τα ξόδεψα για αγορά μπόνους καβούρι και ο λόγος που το αναφέρω είναι επειδή μου λένε ότι δεν έχω φτάσει τα 50 κέρματα και σας ρωτάω πως είναι δυνατόν να μην τα έχω φτάσει από την στιγμή που έχω κάνει αγορά αξίας 50 κερμάτων??

Επίσης το επίτευγμα των 100€ δεν γράφει ότι πρέπει να κάνεις 1 κατάθεση 100€ αναγράφει ακριβώς ότι θα ξεκλειδώσετε το επίτευγμα όταν φτάσετε 100€ καταθέσεις ευχαριστώ

And let me also remind you that in the achievements section of my account it says that I have successfully unlocked the achievement, you can see it again if you want from the photo I have uploaded to you

Και να υπενθυμίσω και πάλη ότι στην ενότητα επιτεύγματα στο λογαριασμό μου μου αναγράφει ότι έχω ξεκλειδώσει επιτυχώς το επίτευγμα το ξανά βλέπετε αν θέλετε και από την φωτογραφία που σας έχω ανεβάσει

Dear Customer,

Thank you for sharing the screenshots.

We understand your situation about completing the 50 coins achievement, therefore we have added the reward of 3 coins to your account.

However, we would like to mention that you did not made any single transaction of 100 EUR or more therefore, the achievement is not unlocked yet, we apologize that due to technical error it shows your achievement unlocked. We would like to clarify that you need to make a deposit of atleast 100 EUR to unlock this achievement.

Thank you for understanding!

We hope this provides clarity on your case.

Best Regards,

Frumzi

You can now close the complaint as I received the €50 bonus once you unlocked the 50 coin achievement I also received the €50 reward for this you should also know that the €100 achievement does not require €100 with a deposit but you just need to you make a total deposit of more than €100, thank you very much, keep up the good work

Μπορείτε πλέον να κλείσετε το παράπονο καθώς έλαβα το μπόνους των 50€ μόλις ξεκλειδώσατε το επίτευγμα των 50 κερμάτων έλαβα και την αμοιβή των 50€ για αυτό να ξέρετε και εσείς ότι το επίτευγμα των 100€ δεν απαιτεί 100€ με μια κατάθεση αλλά χρειάζεται απλά να κάνεις σύνολο καταθέσει πάνω από 100€ ευχαριστώ πολύ καλή συνέχεια να έχετε

Great news, louvari94!

Although the requested supporting evidence was provided with a delay, and I completely understood the situation after everything was sorted out, thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad your issue was successfully resolved. Therefore, I will now mark your complaint accordingly in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Frumzi Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru