Frumzi Casino - Los retiros de los jugadores se retrasan.

Hi guys good evening

I'm opening a complaint here because I don't know what to do

I used to play regularly at this casino (like at others) but here I was playing thousands of euros a month.

It's quite intuitive and I'm happy with it, but out of nowhere they blocked my withdrawals and in the support chat they keep telling me that they'll contact me via email.

I am level 4 VIP and I also wrote to VIP support who told me they are working on my case.

We have another little problem, I made a very high win (14000x) and my balance is now over 10k..

It's a Malta casino, not AAMS, so I can't do much in Italy.

Any advice? Thanks a lot.

Ciao ragazzi buonasera

Sto aprendo un reclamo qui perché non so cosa fare

Praticamente giocavo regolarmente in questo casinò (come in altri) ma qui giocavo migliaia di euro al mese..

È abbastanza intuitivo e mi trovo bene però dal nulla mi hanno bloccato i prelievi e in chat assistenza continuano a dirmi che mi contatteranno via mail..

Sono livello 4 vip e scrivo anche all'assistenza VIP che mi ha detto che sta lavorando al mio caso..

Abbiamo un altro piccolo problema, ho fatto una vincita altissima (14000x) e il mio saldo adesso ha superato i 10k..

È un casinò si malta non aaams quindi posso fare ben poco in Italia..

Consigli? Grazie mille

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

• Have you made any successful withdrawals from this casino before?
• Have you tried selecting several different payment methods for submitting your withdrawal request?
• Is your profile fully verified?
• What types of games did you play to accumulate your most recent winnings?
• Did you play with or without a bonus?

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

Good morning Veronika and thank you for your help, unfortunately they took my money yesterday without giving me an explanation, in fact I have to decide if I will go through legal action because it is a bit of money

I attach the screenshots

Buongiorno Veronika e grazie per il tuo aiuto, purtroppo mi hanno preso i soldi ieri Senza darmi una spiegazione, infatti devo decidere se andrò per vie legali perché sono un po' di soldi

Allego gli screenshot

Here's the support response: administrative reasons. Absurd.

What do you advise me to do?

It's a real confiscation of money

Ecco la risposta dell'assistenza, motivi amministrativi. Assurdo

Cosa mi consigliate di fare?

È una confisca di denaro vera e propria

Guys, my account was closed today. I have enough chat material and screenshots to take legal action.

The frumzi casino:

He confiscated my entire balance

He refused to provide any evidence of wrongdoing

No specific clause in their Terms and Conditions was referenced

Account closed and access to the site prohibited

Legal Issues:

In accordance with standard gambling regulations and consumer protection principles:

Operators must provide clear justification

Funds cannot be arbitrarily confiscated without a proven violation of the Terms

Any sanctions must be:

Proportionate

Justified

Supported by evidence

Confiscating a player's funds without evidence of fraud, bonus abuse, or violation of the Terms constitutes an unfair business practice and may be considered unjust enrichment.

Ragazzi il mio conto è stato chiuso in data odierna.. Possiedo abbastanza materiale di chat e screenshot da poter agire per vie legali

Il casinò frumzi:

Mi ha confiscato l'intero saldo 

Si è rifiutato di fornire qualsiasi prova di illecito

Non è stato fatto riferimento a nessuna clausola specifica dei loro Termini e Condizioni

Chiuso il conto e vietato l'accesso al sito

Problemi legali:

In base alle normative standard sul gioco d'azzardo e ai principi di tutela dei consumatori:

Gli operatori devono fornire una chiara giustificazione 

I fondi non possono essere confiscati arbitrariamente senza una comprovata violazione dei Termini

Eventuali sanzioni devono essere:

Proporzionato

Giustificato

Supportato da prove

Confiscare i fondi di un giocatore senza prove di frode, abuso di bonus o violazione dei Termini costituisce una pratica commerciale sleale e può essere considerato un arricchimento illecito.

Hi Veronika, good morning

Yes, I have made several withdrawals both via bank transfer and via the PlayID platform.

Of course it was verified through I made withdrawals normally

I recently won 14000x on the Sugar 1000 slot I also have screenshots

It wasn't a real balance.

Unfortunately, the casino in question took €9,000 from me without giving me any explanation and closed my profile the next day.

Ciao Veronika buongiorno

Si ho effettuato diversi prelievi sia via bonifico che tramite piattaforma playid

Certo era verificato tramite effettuavo prelievi normalmente

Ho vinto di recente nella slot Sugar 1000 un 14000x ho anche screenshot

No era saldo reale

Il casinò in questione purtroppo mi ha prelevato 9000€ Senza darmi spiegazione e chiuso il profilo il giorno dopo

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

Dear GabrielLUD,

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,

Veronika