Frumzi Casino - La cuenta del jugador se cerró después de una solicitud de retiro.

Hello, I'm reaching out because the casino has decided to close my account and when I try to log in, it states that it has been closed at my request, which isn't true.

This all happened after I requested a withdrawal. To give some background, I've deposited and withdrawn significant sums in the past without any issues.

I've never activated a bonus, I play slots only with real balance, and the site stated on the account verification page that this wasn't necessary at the moment.

I created the account last November. When I try to contact live support, I'm told that it's temporarily suspended for anti-fraud investigation. I've tried to contact support via email but haven't received a response. I'm asking for your help because it doesn't seem fair to block everything for a withdrawal without giving an explanation.

I'm attaching all related pictures in this matter. Thank you in advance for your support.

Salve, vi contatto perché il casino ha deciso di chiudere il conto e quando provo ad entrare mi dice su mia richiesta è stato chiuso, cosa non vera.

Tutto questo è successo dopo aver richiesto un prelievo, faccio una premessa già nei mesi precedenti ho depositato e prelevato delle somme importanti senza nessun problema.

Non ho mai attivato un bonus, gioco alle slot, solo con saldo reale e il sito nella pagina verifica account diceva che al momento non era necessario.

L’account è stato creato a novembre. Provo a contattare l’assistenza live mi dice che è temporaneamente sospeso per condurre un indagine anti frode. Provo a contattare il supporto tramite e-mail nessuna risposta. Vi chiedevo aiuto perché non mi sembra corretto per un prelievo bloccarmi tutto senza darmi o mandarmi una spiegazione.

Vi allego tutte le foto in merito grazie in anticipo per il supporto.

Dear Danilo22,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Frumzi Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that you have not passed the KYC verification yet? Have you sent any identity documents to the casino at all?

Could you please advise when exactly was your account blocked?

When was the last time you communicated with customer support about your blocked account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Greetings,

Thank you in advance for your time and the support you give me, then the casino never asked me for any documents and therefore I did not do any verification, if they asked me to send my data I would have done it without problems, my account is was blocked on Monday 29 January.

On January 29th I spoke with live support via chat, I sent an email to support on both January 29th and 30th, today February 2nd I received the response from the casino, I can't attach I uploaded a photo.

Salve,

Grazie in anticipo del vostro tempo e del supporto che mi date, allora il casino non mi ha mai richiesto nessun documento e quindi non ho fatto nessuna verifica, se mi richiedevano di mandare i miei dati l’avrei fatto senza problemi, il mio account è stato bloccato lunedì 29 gennaio.

Il 29 gennaio ho parlato con assistenza live tramite chat, ho mandato un e-mail al supporto sia il 29 che il 30 gennaio, oggi 2 febbraio ho ricevuto la risposta del casino, non riesco ad allegare ho caricato una foto.

Thank you very much, Danilo22, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Danilo22 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Frumzi Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear Peter,

Thank you for contacting us.

Please be informed that we sent you an email to peter.c@casino.guru. Looking forward to your reply.

Best regards,

Frumzi.com

Thank you for providing the information Frumzi Casino representative.

Danilo22, the casino has informed us that you have chargebacked your deposits in another casino of this brand. This behaviour is considered fraud and it can result in problems with not just this casino but the industry as a whole. With this in mind, we believe your block was justified and we will reject your complaint. Thank you for your understanding. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.