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

Good day,

On February 8th, I informed the casino via email that I am a gambling addict and wish to close my account. They did not comply, and I have lost another €1900 in the last few days.

Guten tag,

Ich habe am 08.02 das casino per email wissen lassen das ich spielsüchtig bin und mein konto schließen möchte. Das haben sie nicht getan und ich konnte die letzten tage wieder 1900€ verlieren.

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.

Dear justins99jsxxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@frumzi.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

• Could you please clarify if you are still able to access your account?
• Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

Thank you so much for your reply!

Thank you for the excerpt from the terms and conditions. However, I did NOT create a new account. This is the same account with the same email address that I used to request account closure. I have sent you the email history, which clearly shows that I informed you about my gambling addiction and that the casino clearly acknowledged my request. I hope we can quickly obtain a refund because people like me are completely lost without player protection.

Vielen dank für die antwort!

Danke für den auszug aus den AGB. Ich habe jedoch KEIN neues konto erstellt. Es handelt sich um das konto mit der selben emailadresse mit dem ich die kontoschließung beantragt habe. Ich habe ihnen den emailverlauf zukommen lassen, wo klar ersichtlich ist das ich über meine spielsucht informiert habe und das casino auch eindeutig meine anfrage zur kenntnis genommen hat. Ich hoffe wir können schnell eine erstattung erreichen denn personen wie ich, sind ohne spielerschutz vollkommen verloren.

Thank you for your response and for sharing the previous details, justins99js.

Could you please confirm whether your account is currently closed, and if so, when it was closed?

Additionally, could you provide me with the timeline regarding when you requested self-exclusion, deposited funds, and when the casino accepted your self-exclusion request?

Furthermore, if you have any additional communication with the casino, such as screenshots, emails, or chat records, I would appreciate it if you could share those as well. You can send all documents to: petra.h@casino.guru or post your screenshots in the thread.

Thank you once again for your cooperation.

Good day,

I requested self-exclusion at the beginning of February. I sent them the emails regarding this. At the beginning of March, the casino credited me with a cash bonus, presumably to lure me back. Then I was able to lose just as much money again.

The casino has already agreed to a refund of €2080 via email. I had asked them to make the payment via Skrill, as my bank doesn't accept payments from casinos. Unfortunately, I haven't received a response from the casino for two days, so I'd like to keep the ticket open until the refund arrives.

Guten tag,

Ich habe anfang februar den selbstausschluss angefragt. Ich habe ihnen dazu die emails geschickt. Anfang märz wurde mir vom casino ein cash bonus gutgeschrieben um mich wieder zu locken vermutlich. Dann konnte ich wieder so viel geld verlieren.

Das casino hat mir bereits per email einer erstattung in höhe von 2080€ zugestimmt. Ich hatte sie gebeten die zahlung per skrill zu leisten da meine bank keine zahlungen von casinos akzeptiert. Leider habe ich seit 2 tagen keine antwort mehr vom casino erhalten, deswegen würde ich das ticket gern noch geöffnet lassen bis die erstattung bei mir eingetroffen ist.

Good day again,

I would like to briefly mention again in this complaint that I have received no communication whatsoever from the casino, neither from support nor from my "VIP manager".

As an addict, I ask for help, but it's denied, and I lose even more money. I'm entitled to reclaim this money, as I've learned, and what's the casino's reaction? Simply ignoring me...

What a sad world... I urge all players who rely on such assistance, like me, to stay away from this casino... it's for your own good.

Guten tag erneut,

Ich möchte hier in der beschwerde noch einmal kurz erwähnen das ich vom casino keinerlei meldung erhalte, weder vom support noch von meinem "vip manager".

Ich frage als süchtiger nach hilfe, diese wird mir nicht gewährt, ich verliere noch mehr geld. Es steht mir zu dieses geld zurückzufordern wie ich erfahren konnte und was ist die reaktion des casinos: einfach nicht mehr reagieren...

Sehr traurige welt.. ich rufe alle spieler dazu auf die auf solche hilfen angewiesen sind so wie ich--die finger von diesem casino zu lassen.. es ist zu eurem besten

Dear justins99js,

Thank you for your reply and for providing the previous details.

Could you please confirm when your account was finally closed?

Is there any update regarding your refund?

Thank you again for your cooperation.

Hello Petra,

My account was closed on March 8th. I received information from the casino that they had obtained my bank details.

I also asked the casino if they could process the payment via Skrill because my bank (it's an online bank) probably doesn't accept payments from casinos, as I'd previously tried to withdraw money from this site to my bank account, but it wasn't possible. They didn't answer my question. I'm afraid they're deliberately delaying the processing.

Hallo petra,

Mein konto wurde am 8.03 geschlossen. Ich habe die info vom casino erhalten das sie meine bankdaten erhalten hätten.

Ich fragte das casino jedoch auch ob sie per "skrill" die zahlung leisten können weil meine bank (es ist eine online bank) vermutlich keine zahlungen von casinos akzeptiert, weil ich schon früher versucht habe geld auf meine bank auszuzahlen von dieser seite das jedoch nicht möglich war. Auf die frage leisteten sie mir keine antwort. Ich habe angst das dies die bearbeitung absichtlich in die länge zieht.

Dear justins99js

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,

Petra

Dear justins99js,

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.

Good day,

The money has reached my bank account. Thank you very much for your help and for providing this platform.

Guten tag,

Das geld hat mein bankonto erreicht. Vielen dank für die hilfe und das bieten dieser plattform.

Dear justins99js,

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,

Igor P