Frumzi Casino - Faltan fondos del jugador debido a discrepancias en las apuestas.

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.

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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

Yesterday I sent you, Tomáš, everything you need by email.

Včera jsem Vám Tomáši zaslala vše potřebné na e-mail .

Hello Janourecek,

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

Good morning,

I am contacting you regarding my complaint about Frumzi casino.

I understand that Mr. Tomas was on vacation and that the deadline was extended. However, it has been approximately two weeks since the complaint was filed and I have not yet received any specific information about the next steps or the outcome of the investigation.

I would therefore like to politely ask you for an update on the status of my case and information on when I can expect further steps.

The situation is quite serious for me (a dispute of approximately CZK 68,000) and I would like to be sure that the case is being actively resolved.

Thank you in advance for your response and your time.

Best regards

Jana

Dobrý den,

obracím se na Vás ohledně mé stížnosti na Frumzi casino.

Rozumím tomu, že pan Tomas byl na dovolené a že došlo k prodloužení lhůty. Nicméně od podání stížnosti již uplynuly přibližně dva týdny a zatím jsem neobdržela žádnou konkrétní informaci o dalším postupu nebo výsledku šetření.

Chtěla bych Vás proto zdvořile požádat o aktualizaci stavu mého případu a informaci, kdy mohu očekávat další kroky.

Situace je pro mě poměrně závažná (spor o cca 68 000 Kč) a ráda bych měla jistotu, že je případ aktivně řešen.

Děkuji Vám předem za odpověď a Váš čas.

S pozdravem

Jana

Thanks for your patience.

I went over the information provided; however, there is little for us to confront the casino about. The records show these high bets took place, and there is no basis for us to argue you didn't place them. It would be impossible to conradict these records just on the basis of you saying you didn't make higher bets, since the game you played allows you to place these bets in the first place.

Please let me know if there is any evidence or information I might not have considered.