Frumzi Casino - Los fondos del jugador son confiscados debido a un error de conexión.

Good day, I have the following problem a week ago on February 22nd, 2025 at around 9:17 p.m. I wanted to buy free spins for €1000 on the game Book of Fra Deluxe Bonus buy when I clicked on it, it said "no connection to the casino". I looked at my account balance and €1000 was gone and I had no free spins. I have two betting IDs, one betting ID: 91357233089 and one betting ID: 91357305773. There are 14 seconds between these two betting IDs and in these 14 seconds there was this connection error and you can see that the €1000 disappeared. I have written to the 24/7 support 4 or 5 times now in the last week and I am always told that it is being checked. Two weeks have now passed and no support has answered my questions by email.

Guten tag ich hab folgendes Problem vor einer Woche am 22.02.2025 gegen 21:17 wollte ich bei dem Spiel Book of Fra Deluxe Bonus buy free Spins kaufen für 1000€ als ich drauf geklickt habe habe stand dort " keine Verbindung zum Casino " ich guckte auf meinen Kontostand und 1000€ waren weg und ich hatte keine free spins ich habe zwei wett ids einmal die wett id : 91357233089 und einmal die wett id : 91357305773 zwischen diesen beiden wett ids liegen 14 Sekunden und in diesen 14 Sekunden war dieser verbindungs Fehler und man sieht das dort die 1000€ verschwunden sind ich habe jetzt seit einer Woche 4 mal oder 5 mal mit dem 24/7 Support geschrieben und mir wird immer gesagt das es geprüft wird jetzt sind 2 Wochen vorbei und mir hat bis jetzt noch kein Support per email auf meine Fragen geantwortet 

Dear Giano,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward any relevant communication along with your game history in Excel format to dominika.l@casino.guru? Please advise the exact time of the incident.

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

Best regards,

Dominika

Is a screenshot enough to show that the money has disappeared?

Reicht auch ein Screenshot wo man schon sieht das da das Geld verschwunden ist ?

Dear Giano, kindly request your game history in Excel format from the casino and forward it to my email address dominika.l@casino.guru.

Could you please share your communication with the casino regarding the issue?

The problem is that I have not even received an answer from them until today. When I write to them in the live chat they always say that it is being checked. Every time they tell me the same thing.

Das Problem ist das ich bis heute nichtmal eine Antwort von denen bekommen habe wenn ich im live Chat mit denen schreibe dann sagen die immer das das geprüft wird jedesmal sagen die mir das gleiche

Dear Giano, have you received any updates or the game history in Excel format?

If you haven't gotten anything yet, could you please send me the details of how you reached out for the game history in Excel format along with any relevant communication you have with the casino? I haven't received any communication from you regarding this matter so far.

No, I still haven't received any answers

Ne ich habe noch immer keine Antworten bekommen

Dear Giano, I have not received any emails from you.

I mean I didn't get an answer from the casino they just don't answer me

Ich meine ich habe keine Antwort vom Casino bekommen die antworten mir einfach nicht

Dear Giano, I want to clarify that I have not yet received any proof or communication from you showing that you have requested the game history in Excel format from the casino.

Dear Giano,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.