The player from Germany faced issues with withdrawing money from the casino, as €1,255.13 was deleted from his account along with a €500 withdrawal. Support claimed he violated bonus terms, which he disputed, and despite several attempts to resolve the issue, he did not receive a satisfactory response or refund. The Complaints Team reviewed the case and concluded that, due to the nature of the complaint were unable to intervene. The player was advised to raise the complaint with the casino's regulator for additional support.
Frenzino Casino - Player's funds have been confiscated.
Closed
Our verdict
Other
Amount: €1,755
Frenzino Casino
Safety Index:Very lowCase summary
Discussion
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4 months ago
Translation
I played with real money for weeks after fulfilling the bonus terms and conditions. My balance of €1,255.13 was deleted, as was a withdrawal of €500. Although the previous withdrawal of €494.08 was processed without any problems, the remaining amount was removed from my account without any comprehensible explanation. Support claims there was a violation of the bonus terms and conditions, which I strongly deny. I used my real identity and adhered to all the stated rules.
By the way, they got completely confused and initially claimed that the €500 had been paid out. Then they revised their statement after I had to correct them twice.
Despite several attempts to resolve the issue directly with Frenzino, I have not received a satisfactory response or refund. I consider this an unlawful withholding of funds and request a formal review of the case.
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4 months ago
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.
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4 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Frenzino Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- When have you completed the wagering of the bonus?
- Have you made any further deposits to the casino after you requested the payouts?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Have you passed account verification in the casino? Were you asked to submit any documents to complete verification recently or in the past?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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4 months ago
TranslationI have received multiple bonuses. I received a bonus for every deposit because I always chose the weekly bonus of 50% up to €100. I requested the withdrawal, which worked, on September 10th and deposited money for the last time on September 12th. On September 22nd, I received an email confirming that my withdrawal had been successfully completed. The money never arrived. As you can see, the casino itself was confused and kept mixing up the amounts. Only later, after repeated inquiries, was it confirmed that the €500 had not been paid out, even though I had already received this via email confirmation. I only placed sports bets. I successfully completed the verification process and was never asked to submit any documents again.
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4 months ago
TranslationP.S. I added something else: I entered into a contractual obligation with the provider Frenzino. On September 22, 2025, I received written confirmation that my payout had been "successfully processed." To date, no payment has been received. According to Section 241, Paragraph 2 of the German Civil Code (BGB), there is a contractual secondary obligation to consider my interests. Confirming a payout without actually making it constitutes a breach of duty.
It is a blatant fraud to claim that you have already paid out the money and in reality you have not paid it out at all and then to lie again by email until the truth
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4 months ago
If you are accused of breaching the rules of a sports betting bonus, we might not be able to argue in your favor, since it's not our expertise.
Kindly explain what leads you to believe the maximum bet of the bonus wasn't breached.
Please let me know whether there is any indication that the issue isn't related to your sports betting activity; otherwise, we'll be forced to close your complaint.
Looking forward to your reply.
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4 months ago
TranslationThank you for your feedback.
I am convinced that I did not commit any bonus violation and that Frenzino based his decision on a false and non-existent rule.
According to Frenzino, the alleged reason was that "the maximum stake with an active sports bonus corresponds to the deposit amount".
This rule does not exist in Frenzino's official terms and conditions (version 1.0, April 2023). Section 1.8 only mentions a maximum stake of €5 or 15% of the bonus amount – and this explicitly applies only to casino bonuses, not sports betting.
By that point, I had already fully wagered the bonus and continued playing with real money. The biggest wins occurred after the bonus wagering requirements had been fully met.
The casino initially confirmed the payout, but then subsequently deleted it and blocked my account.
Since the justification refers to non-existent terms and conditions clauses, this is not a bonus violation, but an unlawful withholding of my credit balance.
I therefore expressly request that you continue to process the case.
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3 months ago
Thanks for your reply.
I checked the website and the particular bonus you claimed to activate and play.
The particular rule about the maximum bet is, at this time, specified in the rules of the reload sports bonus. If this were a casino bonus, we would have upheld the case, but unfortunately, since it appears the bonus was purely sports betting related, we won't investigate further. While we don't necessarily think your complaint is unjustified, we are unable to intervene.
We recommend you raise the complaint with the casino's regulator or a service dealing with sports-betting-related issues. The complaints procedure is outlined here:
https://frenzino.io/templates/terms_and_conditions (point 25)
Articles that might be useful when doing so:
https://casino.guru/licensing-authorities/kahnawake-license
https://casino.guru/guide/submitting-complaints-to-regulators
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
