The player from Germany made a €30 deposit and, after wagering, achieved a profit of €460. However, when attempting to withdraw, the casino claims the winnings are from bonus money and sets a maximum withdrawable limit of €100, despite the player stating that his bonus balance was only €0.18 at the time of deposit. The casino is now refusing to refund the remaining €360.
Frenzino Casino - Player's winnings are delayed due to bonus money claims.
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Current status
Waiting for player to reply
6d 7h 49m 26s
Frenzino Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
4 days ago
Translation
I made a deposit of €30 at this casino.
At that time, there was still €0.18 in my account, which came from a bonus.
After making the deposit, and having already wagered approximately €10, I achieved a profit of €460.
When I tried to withdraw this amount, it was displayed as bonus money.
After playing for a while, my balance suddenly dropped to €100.
Support claims I made the winnings with bonus money and that the maximum withdrawable winnings are €100.
My remaining bonus balance at the time of the deposit was 18 cents.
These were gone after the first few turns.
Even the support team confirmed to me that if there is still bonus credit in the account and a real money deposit is made, the real money will be used first.
Now the casino is refusing to refund me the missing amount of €360.
The attached screenshot shows my deposit and my previous account balance of €0.18.
Please help me.
Automatic translation:
Public
Public
16 hours ago
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Public
Public
16 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please send me a link or a screenshot of the bonus you played with before you made the additional deposit of €30?
- Did you receive any pop-up or warning that the bonus would still be active since your remaining balance was €0.18?
- Was your deposit credited to your real-money balance or to your bonus balance?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
