Frumzi Casino - Los fondos del jugador se retrasan, lo que genera un problema de devolución de cargo.

I opened an account and deposited 100€ twice using my credit card. These amounts were never credited to my player account. So, I contacted support. They confirmed that the money never arrived. I then opened a case with my credit card provider and luckily submitted everything with screenshots. After four weeks, I received information from my provider that Frumzi had rejected the case, and therefore, the provider was charging me 200€. I contacted Frumzi's support again, and they said I would have the money in my account within 72 hours. That was five days ago, and now they aren't responding to me at all. No emails are being answered or anything else. I now have to pay 200€ for nothing. This is outright scamming. It's just outrageous.

Ich habe einen Account eröffnet und mit meiner Kreditkarte zwei Mal 100€ eingezahlt. Diese wurden meinem Spielerkonto nie gutgeschrieben. Also den Support angeschrieben. Dieser bestätigte mir, dass das Geld dort nie angekommen sei. Ich also bei meinem Kreditkartenbetreiber einen Fall geöffnet und zum Glück alles per Screenshots eingereicht. Nach vier Wochen habe ich die Info von meinem Betreiber bekommen, dass er Fall von Frumzi abgelehnt wurde und mir der Betreiber dementsprechend die 200€ in Rechnung stellt. Ich wieder beim Support des Anbieters Frumzi mich gemeldet, da hieß es, binnen 72 Stunden hätte ich das Geld auf dem Konto. Das ist nun wieder fünf Tage her und nun antwortet man mir gar nicht mehr. Keine Mails werden beantwortet oder sonstiges. Ich muss jetzt 200€ für nichts und wieder nichts bezahlen. So wird man dort über den Tisch gezogen. Einfach bodenlos

Dear jflo,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the communication between you and your payment provider, as well as you and the casino regarding your lost deposits? My email address is veronika.f@casino.guru.

Have you requested a chargeback of your $200 from your payment provider?

Have you made any successful deposits to this casino before?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible. 

Hello, I sent all screenshots by email. I hope they arrived 🙂

was brand new to the casino. After the drama that my money had "disappeared", I had my account deleted immediately. That was too risky for me

Hallo, ich hab alle Screenshots per Mail geschickt. Ich hoffe, sie sind angekommen 🙂

war ganz neu in dem Casino. Nachdem das Theater dort war, dass mein Geld „verschwunden" war, hab ich meinen Account gleich wieder löschen lassen. Das war mir zu heikel

Thank you for your emails. The casino customer support informed you that the money would be returned to your card in a few working days. Have you received the refunds of your deposits by any chance?

Also, could you please forward me the communication with your payment provider as well?

Hello, I haven't received any kind of refund yet. A few days ago, Frumzi finally wanted to know my bank details, but I haven't received any money yet. Not even on my credit card. I'll send you everything by email

Hallo, ich habe noch keinerlei Rückzahlung erhalten. Vor ein paar Tagen wollte man bei Frumzi endlich mal meine Bankverbindung haben aber einen Geldeingang gibt es bis heute nicht. Auch nicht auf meiner Kreditkarte. Ich sende Ihnen das alles per Mail zu

Thank you for your emails. Could you please forward a copy of the bank statement for the payment method where you were supposed to receive the refund? The statement should cover the period starting from the date you made the deposit to the casino.

This will help us investigate the matter more thoroughly.

Looking forward to your reply.

Hello, I have finally got my money back. I threatened them with my lawyer and suddenly everything happened very quickly. Thank you for your help

Hallo, mittlerweile habe ich endlich mein Geld zurückbekommen. Ich habe denen mit meinem Anwalt gedroht und plötzlich ging alles recht schnell. Danke für ihre Hilfe

Dear jflo,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We 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. 

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, 

Veronika Fritz 

Casino.Guru