Frumzi Casino - La solicitud de autoexclusión del jugador no se respeta.

On February 11, 2025, I submitted a request for permanent self-exclusion due to addiction with my full name and email address registered with the casino. However, the casino has not banned my access or imposed any other restrictive measure on me to date, and so in the last 4 days I have lost 29,500.00 euros. I should note that due to my addiction, I also use betblocker on my computer, but this particular site does not restrict it...

Τις 11 Φεβρουαρίου 2025 υπέβαλλα αίτημα μόνιμου αυτοαποκλεισμού λόγω εθισμού με το ονοματεπώνυμο μου και το email εγγραφής στο casino. Παρόλα αυτά το καζινο μέχρι σήμερα δεν μου απαγόρευσε την πρόσβαση ή σεν μου επέβαλε κάποιο αλλο περιοριστικό μέτρο και έτσι τις τελευταίες 4 ημέρες έχω χάσει 29.500,00 ευρώ. Να σημειώσω οτι λόγω του εθισμού μου χρησιμοποιώ και betblocker στον υπολογιστή μου, το συγκεκριμένο site όμως δεν το περιορίζει...

Dear anefs1968,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Frumzi Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you contacted the casino in any way after your initial request was not granted?
• Did you send more emails to the casino afterward?
• When was the last time you were in contact with casino support, and what did you discuss?
• Have you used any responsible gambling features before or after requesting permanent self-exclusion?
• Have you requested a refund from the casino due to failed player protection already? With what result?

Share the information here or submit it to my email at tomas@casino.guru

• Could you please specify which casino mirror is not blocked by BetBlocker? What is the result you receive when entering the particular link here: https://betblocker.org/#suggest_a_site_section

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

Thanks for your email.

Please forward the self-exclusion email request you sent to the casino in the past to me as well. Send it to my email at tomas@casino.guru

I checked the betblocker website, and according to their information, this particular website should be already blocked.

As a precaution, please send a new self-exclusion request to the casino, but this time, include me in the copy of the email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email Subject should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Frumzi Casino Support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@frumzi.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments. Thank you in advance.

Dear anefs1968,

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.

I resubmitted the request, according to the template you sent, after 2 days they asked me if I was sure and I replied that I confirmed the request. However, the account remains open and not only that, they send me daily offers and bonuses

Υπέβαλλα εκ νέου το αίτημα , σύμφωνα με το υπόδειγμα που στείλατε, μετά απο 2 ημέρες με ρώτησαν αν ειμαι βέβαιος και απάντησα οτι επιβεβαιώνω το αιτημα. Παρόλα αυτά ο λογαριασμός παραμένει ανοιχτος και όχι μόνο αυτό μου στέλνουν καθημερινά προσφορές και μπονους

The casino continues to send me offers despite my explicit request to self-exclude and its confirmation by a subsequent email. In the same way they did not protect me the 1st time, resulting in the loss of 34,000 euros. I have attached to your email one of the many offers I receive as well as the self-exclusion and confirmation emails (!)

Το καζινο εξακολουθεί να μου στέλνει προσφορές πα΄ρά την ρητή αίτηση αυτοαποκλεισμού και την επιβεβαίωση της με επόμενο email. Με τον ίδιο τρόπο δεν με προστάτεψαν και την 1η φορά με αποτέλεσμα την απώλεια 34.000 ευρώ, Εχω επισυνάψει στο email σας μία από τις πολλές προσφορές που λαμβάνω καθώς και τα Email αυτοαποκλεισμο΄ύ και επιβεβαίωσης του (!)

Thank you very much, anefs1968, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello anefs1968, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Frumzi Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? Could you please close the account as soon as possible, then we can focus on the other parts of the complaint, please? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

Dear all

Thank you for your patience.

Kindly be informed that , there were no RG issues mentioned by the customer no where until 29/03/25 .

On 29/03/25 customer had contacted us stating RG issues and claiming to be GA and his account was permanently closed at 08/04/25 slight delayed of the closure comes due to high volume of requests.

Customer gaming account is permanently closed and all marketing communication has been stopped.

Best Regards

Frumzi Team

Thank you for the confirmation of the account closure, Frumzi Team.

The player has provided us with the self-exclusion e-mail from 11th February 2025, sent at 10:52 local time to the Support mailbox as per the instructions on your website. Can you please check the received messages from this date and let us know why the e-mail has not been acknowledged? Thank you.

Dear Matej

Thank you for your patience.

Kindly be informed that we are checking your request with relevant department and we would get back to you as soon as we have any news.

Best Regards

Frumzi Team

Thank you for the update. I'll swap the timer back to you, as we are waiting for the results of your findings.

Good morning everyone, I see that we haven't received a response yet, additionally searching my emails I found that I had requested closure of my frumzi account since 2024 and it was supposed to have been done.

I am forwarding the relevant email to you with ticket number. (matej.l@casino.guru )

Your request (13256421) has been updated. To add additional comments, reply to this email.

I estimate the total amount I have lost since 2024 (and after my non-exclusion despite the relevant email) at more than €40,000.

Υπολογίζω το συνολικό ποσό που έχω χάσει από το 2024 (και μετα τον μη αποκλεισμό μου παρά το σχετικό email) σε περισσότερα από 40.000 € .

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Matej, I sincerely wanted to thank you for your help and the time you spend. Unfortunately I am not optimistic, I am starting to realize that there are casinos that systematically exploit people's addiction and psychological instability with the sole purpose of their profit. Which I consider unacceptable. Perhaps you should consider some more serious consequences beyond the low rating, such as completely banning them from your reputable page. This offense is perhaps the most serious they can fall into in relation to a delay in payment or KYC procedures. Players should be warned and the competent licensing authorities should remove the license especially if this is done systematically and fraudulently, as seen here where 2 requests were ignored while the ban they assured me in 2024 that it would happen never took place.

Dear anefs1968, I have received your message and uploaded it amongst evidence related to this case.

This way I would also like to ask Frumzi team to check on the ticket 13256421.

Since this casino so far has always resolved their complaints and was always open to communication, I will prolong the timer by extra 2 days. This is also becaues I have contacted the casino affiliate and asked for nudging the support team to give us an answer. After that, if we do not hear from the casino, the complaint will be closed as unresolved for the full value of the disputed amount, which will most likely drop the safety index somewhere around 0 points.

Dear all

Thank you for your patience.

Kindly be informed that the customer had indeed send us email 11th February 2025, but please note that customer support had contacted back the customer with request for him to confirm that as accordance with our Terms and Conditions, any balance in his gaming account on the website will be cancelled during the exclusion process.

Customer was asked to confirm the closure and deductions of the balance and he never contacted us back , did not reply back to customer support or confirm the closure , therefor his gaming account was not immediately closed.

We hope this clarify the situation for you.

Best Regards

Frumzi Team

Good evening everyone, apparently the casino did not follow the discussion. The critical date is now 24 Mar 2024, 16:44 EET on which the request with number (13256421) to close my account due to gambling addiction was satisfied.

I wrote to you specifically then " This is complementary to the previous request #12500451 "SELF-EXCLUSION REQUEST"

Since 17-01 I have sent a request for self-exclusion due to addiction I repeated it on January 28

however you have not implemented it as a result of which I have lost a large amount since then

I inform you that I will claim the amount I have lost

since the 1st request I submitted and I ask for its return"

This request was therefore accepted on 24-3-2024.

So, as is self-evident, it is assumed that since 24-3-2024 you have excluded me (again with a delay and resulting in additional loss of money).

But since 24-3-2024 I have lost a large amount of money and I am asking for it back.

Dear anefs1968

Thank you for your patience.

Kindly be informed that we are checking further , your claims and we would get back to you as soon as possible.

Best Regards

Frumzi Team

Dear Frumzi Team, please let us know as soon as your investigation is complete.

I would like to also remind you, that voiding the balance at account closure due to gambling addiction goes against our Fair Gambling Codex, and if any were confiscated, we will ask for the refund of said balance as well.

Dear anefs1968

Thank you for your patience

Please be informed that you had been contacted on your email, kindly reply us on there.

Best Regards

Frumzi Team

Dear anefs1968, please let us know once you reply, and since I have not been CCed into the conversation, I would appreciate any kind of information, and whether you agreed to the casino's terms. Thank you very much.

Good morning, I have sent my response to the casino and am awaiting their new proposal.

Καλημέρα, έχω στείλει την απάντηση μου στο καζίνο και αναμένω την νέα πρόταση τους.

Dear Frumzi Team, please let us know once you reply to the player and what are the next steps. Thank you.

Dear anefs1968

Kindly be informed that we had reached you again on email.

Best Regards

Frumzi Team

Dear anefs1968, I have once again been omitted from the conversation. Please let me know if you agreed to the casino's proposal. Thank you.

Good evening,

There is an agreement on the amount, I am awaiting disbursement. As soon as the process is complete, I will inform you immediately.

Καλησπέρα,

υπάρχει συμφωνία στο ποσό, αναμένω την εκταμίευση. Μόλις ολοκληρωθεί η διαδικασία θα σας ενημερώσω άμεσα.

This is great! I will swap the timer back at you, anefs1968, please let me know in this thread once you have the money, and whether it means the complaint has been resolved to your satisfaction.

In the meantime, if you could e-mail me the agreed amount, that would be much appreciated, as I could adjust the disputed amount within this complaint accordingly. The amount is not shown publicly, and is purely for internal purposes of CG. Thank you.

Good evening,

I received the agreed amount in my account.

I would like to thank the Frumzi casino team for completing the issue and also especially the Casino Guru team and especially Matej for all the help and support in the above issue.

Καλησπέρα,

έλαβα το συμφωνηθέν ποσό στον λογαριασμό μου.

Θα ήθελα να ευχαριστήσω την ομάδα του casino Frumzi για την ολοκλήρωση του θέματος και επίσης ιδιαιτέρως την ομάδα του Casino Guru και κυρίως τον Matej για όλη την βοήθεια και την υποστήριξη στο παραπάνω ζήτημα.

Dear anefs1968,

I am very happy to hear that your issue has been resolved, and would like to thank Frumzi Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so why not at least give it a try and see if it's any good? ;)

Lastly, as you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru