Frumzi Casino - Se ignora la solicitud de cierre de cuenta del jugador.

I have informed Frumzi Casino of my gambling addiction in several emails and requested that they permanently close my account. The emails are dated February 10, 11, 15, and 24. According to the casino's terms and conditions, they are obligated to close the account within 24 hours if gambling addiction is detected. This hasn't happened to date. Yesterday, I deposited another €50.00 and lost.

I now request a refund of this deposit, as the casino is responsible for it.

Ich habe Frumzi Casino in mehreren E-Mails über meine Spielsucht informiert und gebeten mein Konto dauerhaft zu schließen. Die E-Mails datieren vom 10.02.25/11.02.25/15.02.25/24.02.25. Laut den AGB des Casinos verpflichten sie sich, das Konto bei Spielsucht innerhalb von 24 Stunden zu schließen. Das ist bis zum heutigen Tage nicht passiert. Gestern habe ich erneut 50,00 € eingezahlt und verloren.

Ich bitte nun um Erstattung dieser Einzahlung, da das Casino hierfür die Verantwortung trägt.

Dear bladezeroone,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's responses? My email address is veronika.f@casino.guru.

Thank you very much in advance.

Best regards,

Veronika

Dear Veronika,

I sent you the files via email. Unfortunately, the casino hasn't responded to my countless emails. In the live chat, I was simply directed to write an email.

Best regards

Christian

Liebe Veronika,

ich habe Ihnen die Dateien per Mail geschickt. Das Casino hat auf meine unzähligen Mails leider nicht geantwortet. Im Live-Chat wurde ich nur darauf verwiesen eine E-Mail zu schreiben.

Liebe Grüße

Christian

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

Hello bladezeroone, 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? I would also appreciate if you can provide us with any and all relevant evidence. Any sensitive information can be sent directly to me at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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 bladezeroone,

Kindly be advised that 50 EUR has been paid from our side into your bank account, and you will receive the money into your bank account in short period of time.

Thank you and have a great day.

Best Regards,

Frumzi Team

Thank you for looking into this for us, Frumzi Team! :)

Dear bladezeroone, once you receive the refund, please let me know, and if you could also confirm whether the account has been closed, I can close this complaint as resolved. Thank you.

Dear Matej,

I received the refund and my account was closed.

Thank you for your support and efforts.

Best regards

bladezeroone

Lieber Matej,

ich habe die Rückerstattung erhalten und mein Konto wurde geschlossen.

Vielen Dank für die Unterstützung und Ihre Bemühungen.

Liebe Grüße

bladezeroone

Dear bladezeroone,

This is great news to hear! 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. Also big thanks to Frumzi Team for looking into this issue for us. Much appreciated. :)

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