The player from Buenos Aires complained about the wrongful confiscation of ARS 360,000 by FragaBet after meeting all terms of the '100 Frispin' promotion. The player had provided evidence that the bonus was marked as 'Completed', yet the casino claimed there was an infraction and refused to credit the funds without sufficient support for their decision. We clarified that the casino's actions were in line with their bonus terms, which included a maximum withdrawal limit equal to the initial bonus amount, and that the remaining winnings exceeding this limit were voided accordingly. As the casino's enforcement of these terms was deemed legitimate, the complaint was rejected due to the promotional nature of the funds and the player's acceptance of the bonus conditions.
Fragabet Casino - Player's winnings have been confiscated.
Unjustified complaint
Amount: $360,000 ARS
Fragabet Casino
Safety Index:Fresh casinoCase summary
Translation
I am filing this complaint against FragaBet for the wrongful confiscation of ARS 360,000. After fulfilling all the terms of the '100 Frispin' promotion, the casino refuses to credit the funds. I have attached evidence from my account history where the bonus is listed as 'Completed'. The platform alleges a supposed infraction by canceling a secondary bonus, but this action occurred after the main bonus had expired. The casino has not provided any audit records to support its decision, acting arbitrarily and contrary to the transparency required by its license.
Fraga < fraga-55e1f0583757@fraga.intercom-mail.com > wrote:
We understand your concern ❤️
During gameplay and upon meeting the bonus wagering requirements, you will see the amount increase in your account. However, it is important to note that the displayed balance includes both your real money and bonus funds.
When you complete the bonus wagering requirements, the system will automatically apply the bonus program conditions.
According to the rules, only the maximum profit limit set for this bonus (maximum profit) will be transferred to your account.
Any amount earned above the set limit is considered a bonus and, since it is not eligible for withdrawal, is deducted after the account is adjusted.
This is a standard procedure in all bonus systems: the amount you see during gameplay can be much higher than the amount available for withdrawal once the wagering requirements have been met.
If you wish, we would be happy to explain the specific details of the bonus that has been awarded to you.
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 player,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience at Fragabet Casino. Do I understand it correctly that you have accumulated your winnings from Sign-up Free Spins?
I would like to emphasize that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
Could you please attach a link to the specific promotion you have played with?
If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Attila G.
TranslationI can't believe what they told me! They said the money wasn't credited to my account because I had another active account, so I canceled it. After that, they told me I'd also lost the other bonus I completed, which was worth approximately $360,000. Fragabet has two versions now: before, it was because I canceled the bonus, and now this? They simply don't want to pay! I did everything right: I activated the bonus before depositing, completed the rollover, and then I just received automated replies saying I had canceled the bonus, even after showing them a picture of the canceled bonus and the completed one. I don't understand anything.
TranslationHello Casino Guru team, do you need any additional documents?
TranslationHi, I just wanted to know if there are any updates on the case. Thank you very much.
TranslationThey asked me for the link, I think it's this one.
https://fraga-ar1.com/es/promo/history/freespin/91c5e432-c174-40a3-904f-12ac5da10af4
TranslationSorry, they asked me for the link to the cancelled voucher
https://fraga-ar1.com/es/promo/history/freespin/91c5e432-c174-40a3-904f-12ac5da10af4
Dear player, thank you for your response. Do I understand correctly that you have had multiple accounts open at Fragabet Casino?
Thank you for your patience and cooperation.
TranslationHello, good day. I only have one account and I'm taking this opportunity to ask what stage my case is at.
Thank you so much
Dear 111341370,
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, Peter (peter.c@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,
Attila
Hello there,
Thank you 111341370 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Fragabet Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.
Thank you!
TranslationThe issue is that if I completed the reload, I was supposed to receive a certain amount of money, but when I inquired, they gave me a thousand excuses. First, they said the issue had been escalated, then they said I had to complete another level, and finally, they gave me the answer written here. All I know is that they have to pay me that amount, according to what was discussed in the chat with a representative. Thank you very much.
TranslationThank you for your feedback! We have reviewed the transaction related to your Free Spins (FS) bonus and can provide the following clarification.
After using the free spins, you won ARS 9037.50. After successfully completing the bonus wagering requirements, your bonus account balance was ARS 24,453.50.
However, according to the wagering requirements of this bonus, the maximum withdrawal limit (payout limit) is restricted to 1x (one time) the initial bonus amount. This means that the maximum amount I could convert to real money from this bonus was equal to the initial amount won, i.e., ARS 9037.50.
Therefore, the remaining amount exceeding this limit was voided in accordance with the bonus rules. This is a standard condition designed to limit the maximum possible winnings from bonus funds.
You mention the amount of 360,000 ARS. We would like to clarify that, during the bonus wagering process, the progress bar displayed the amount of 316,312 ARS, which corresponds to the amount that had to be wagered (i.e., the result of multiplying the bonus by the wagering requirement, according to the standard conditions of any bonus).
Our website and progress bar do not indicate at any point that this amount will be credited as profit. We sincerely regret this misunderstanding.
TranslationI disagree; you're making it confusing so customers "fall into the trap." Besides, you don't have a solid argument. First, you told me what you just wrote, and then you said I had cancelled the bonus—documents that were sent to your email and to Guru Casino. The truth is, this whole thing is unprofessional.
Thank you for your clarification, Fragabet Casino representative.
Dear 111341370, regarding bonuses, it is important to note that the casino sets the rules as they deem appropriate since these are promotional funds provided to the player as a benefit. I understand your frustration, and I want to assure you that the casino's actions align with their established terms and conditions. We sincerely apologize for any misunderstanding that may have occurred in this situation. We encourage you to review the bonus terms and conditions thoroughly before participating in any promotions.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
Kind regards,
Peter
