Frumzi Casino - La cuenta del jugador ha sido cerrada.

I won 500 euros and they froze my account and in live support they tell me that we closed the casino. They froze my account at wazamba and leggiano and nomini.

Κερδισα 500 ευρω και μου παγωσανε τον λογαριασμό μου και στο live support μου λενε οτι κλεισαμε το καζινο.μου παγωσανε το λογαριασμο μου και στην wazamba και στην leggiano και στην nomini.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To assist you effectively and understand the situation better, could you please provide us with the following details?

• Has the casino informed you if your remaining balance will be paid out, now that the casino is closing?
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification?
• Did you win 500€ with or without a bonus?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Yesterday, after much pressure, the casino shamelessly told me that my account was closed according to the terms and conditions of the website. I sent them an email to tell me what terms and conditions they were referring to, but no one answered me. My winnings are pure winnings from my own money, not from any bonuses. At the same time, they told me that my money will be credited normally. It's the 4th day I've been waiting and on their website they state that crediting from their side by bank transfer takes 1-5 days, while it takes up to 3 days to examine the withdrawal request. I believe they are deceiving me and I want a clear answer.

Το καζινο χθες μετα απο πολλες πιεσεις μου είπε ξεδιάντροπα οτι ο λογαριασμός μου εκλεισε συμφωνα με ορους και προϋποθέσεις της ιστοσελίδας.τους εστειλα μειλ να μου πουν σε ποιους ορους και προϋποθέσεις αναφερόταν αλλα δεν μου απαντησε κανεις.τα κερδη μου αφορουν καθαρο κερδος απο δικα μου χρηματα οχι απο καποιο μπονους.παραλληλα μου ειπαν πως τα χρηματα μου θα πιστωθουν κανονικα.ειναι η 4η μερα που περιμενω και στην ιστοσελιδα τους αναφερουν πως η πιστωση απο μερια τους με τραπεζική αποστολή κανει 1-5 μερες ενω για να εξετασουν το αιτημα αναληψης εως 3 μερες.πιστευω πως με εξαπατούν και θελω μια ξεκαθαρη απαντηση.

I have made two other smaller withdrawals from this casino and my verification is OK according to KYC.

Εχω κανει αλλες δυο πιο μικρές αναληψεις απο το συγκεκριμένο καζινο και η επαληθευση μου ειναι ενταξει συμφωνα με το KYC

They also froze my live support, I can't contact anyone on live chat and they never answer my emails. Please call frumzi here to answer CLEARLY why they froze my account and why they are not giving me my winnings.

Μου παγωσανε και το live support δεν μπορω να επικοινωνήσω με καποιον στο live chat και τα email δε τα απαντανε ποτε.παρακαλω να καλεσετε εδω τη frumzi να απαντησει ΞΕΚΑΘΑΡΑ γιατι μου παγωσανε τον λογαριασμό μου και γιατι δεν μου παραχωρουν τα κερδη μου.

I'm back after 8 days and I still haven't received anything.

Επανέρχομαι μετά από 8 μέρες και ακόμα δεν έχω λάβει τίποτα.

Also, their live chat is still not working….

Επίσης το live chat τους πάλι δεν λειτουργεί….

Thank you for your responses. Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Dear Martha1995,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Martha1995,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika