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.

Good morning,

Thank you for your response and for checking the case.

But I would like to emphasize again a fundamental discrepancy: I have been playing bets in the range of 5–30 CZK for a long time and have never used bets of hundreds or thousands of crowns. However, in history, bets of 600 CZK, 1000 CZK to 2500 CZK repeatedly appear, which I did not knowingly place.

I don't use the autoplay function, I place all bets manually. That's why I consider it very unlikely that such high bets would be placed repeatedly without my knowledge.

At this point, I am not questioning the existence of the records, but their accuracy or interpretation. I believe it may be a technical error or incorrect allocation of bets.

I would therefore like to ask you to conduct a deeper investigation and possibly request more detailed game logs, specifically:

exact time of each bet change

method of changing the bet (manual click, automatic function, etc.)

confirmation that the bet change occurred directly from my device

Without this detailed information, it is not possible, in my opinion, to unequivocally conclude that the bets were placed by me.

Thank you for reconsidering the situation.

Dobrý den,

děkuji za Vaši odpověď a za prověření případu.

Ráda bych ale znovu zdůraznila zásadní nesoulad: dlouhodobě hraji sázky v rozmezí 5–30 Kč a nikdy jsem nepoužívala sázky ve výši stovek či tisíc korun. V historii se však opakovaně objevují sázky ve výši 600 Kč, 1000 Kč až 2500 Kč, které jsem vědomě nezadala.

Nepoužívám funkci autoplay, všechny sázky zadávám ručně. Právě proto považuji za velmi nepravděpodobné, že by došlo k opakovanému zadání takto vysokých sázek bez mého vědomí.

V tuto chvíli tedy nezpochybňuji existenci záznamů, ale jejich správnost nebo interpretaci. Domnívám se, že může jít o technickou chybu, případně nesprávné přiřazení sázek.

Ráda bych Vás proto požádala o hlubší prověření a případné vyžádání podrobnějších herních logů, konkrétně:

přesný čas jednotlivých změn sázky

způsob změny sázky (manuální kliknutí, automatická funkce apod.)

potvrzení, že ke změně sázky došlo přímo z mého zařízení

Bez těchto detailních informací není podle mého názoru možné jednoznačně uzavřít, že sázky byly zadány mnou.

Děkuji Vám za opětovné zvážení situace.

Thanks for sharing your point of view.

From our point of view, the player is responsible for their account and bets taking place. Sadly, there is no basis for us to ask the casino for an investigation on top of what the casino already provided to you.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.