Frumzi Casino - La solicitud de reembolso del jugador se ha retrasado.

I am seeking assistance to have Frumzi move forward with a refund. I have been communicating with them as I had requested to self excluded myself due to problem gambling. They agreed to refund some of the deposits, however to date the casino has not returned my funds.

Background:

Emailed on January 28, 2025 requesting self exclusion from the casino due to problem gambling and excessive spending.

Emailed again on March 8, 2026, with the same request. They responded asking if would prefer a break. I responded, no to close indefinitely. They then responded to confirm I would forfeit any balance, I agreed.

On April 23, 2026, I emailed again as my account was still not closed. They responded again with the break option, I confirmed to close, they responded again confirming I would forfeit any balances, I again, agreed.

On April 26, 2026, I emailed again to file a complaint, i requested a refund of deposits. All this time i was able to deposit against my better judgement. I filed a complaint requesting the account to be closed as previously requested and a refund of some of the funds I had been depositing.

They responded on April 27, 2026 confirming my account was closed.

On May 16, 2026, the casino emailed me advising they agreed to refund me $2,000 in good faith and requested my banking info, for which I provided.

I followed up on May 26th as I had not received the money. They responded my request was sent to the appropriate department.

I am concerned they are not paying in a timely manner and are hoping that your involvement will help.

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Dear DBC1234,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru?
• When did you make the last successful deposit?
• Do I understand correctly that your account has been successfully closed?

Thank you very much for your cooperation.

Best regards,

Kristina

Thank you. I will forward the emails. My last deposit was on April 26, 2026. My account has been closed.

The casino agreed to repay me $2,000 on May 16, 2026. I sent them my requested banking info for the deposit on May 17th. It should not take this long for the refund.

Dear DBC1234,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear DBC1234,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Frumzi Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Frumzi Casino representative to join this conversation and participate in resolving this complaint.

Dear Frumzi Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear DBC1234,

We are writing to inform you that we have formally escalated your refund request to the relevant department for a review and priority processing.

Please rest assured that we are tracking this closely, and your refund will be paid out as soon as possible.

We appreciate your understanding and cooperation.

Best regards,

Frumzi Casino Team

Dear Frumzi Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Thank you! Funds have been recieved.

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

Dear DBC1234,

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,

Igor