Frenzino Casino - Player's account is closed due to false claims.

Hello.

I hadn't played at frenzino for over six months and then I got this email. a bonus of €90. I followed all the rules and won up to €500 which I was supposed to withdraw.

After 5 days I get this email. And everything they write is just a lie.

I haven't used any bonus, they gave me a bonus of €90 and I followed all the rules.

They say I've used a vpn which is not true, I've only used my mobile with either my own wifi or my 5g so it should appear that it's from the same ip.

Then they claim that I've falsified documents I submitted, documents they approved when I made my account with them and previously there had been no problems. They are my own documents, and nothing else. I could also submit new documents if needed. so everything they write is false and not true at all.

Best regards, Rickard

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Dear Bettish9,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Frenzino Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Do I understand correctly that you have used only the offer 1 that was sent to you?
• Have you had any successful withdrawals with this casino?
• Have you received a confirmation that your account is fully verified?

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,

Katarina

Hej.

Ja jag har bara använder den bonusen.

Kommer inte ihåg om jag har gjort något lyckat uttag men jag tror det.

Ja jag är fullt verifierad.

Dear Bettish9,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hej!

Jag har skickat ett mail till dig nu men allt.

/Rickard

Thank you very much, Bettish9, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Bettish9,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Frenzino Casino to join the conversation.

Dear Frenzino Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

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 Bettish9,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and resolve your case, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Commission (KGC) and submit a complaint to them via complaints@gamingcommission.ca or by using the online form on their webpage.

The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru