The player from Germany had made a €30 deposit and, after wagering, had achieved a profit of €460. However, when attempting to withdraw, the casino claimed the winnings were from bonus money and set a maximum withdrawable limit of €100, despite the player stating that his bonus balance had been only €0.18 at the time of deposit. The casino then refused to refund the remaining €360. The complaint was closed due to the player's lack of response to the Complaints Team's inquiries, which prevented further investigation or resolution at that time.
Frenzino Casino - Player's winnings are delayed due to bonus money claims.
Closed
Our verdict
Player stopped responding
Amount: €360
Frenzino Casino
Safety Index 2.3 Very lowCase summary
Discussion
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4 months 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:
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4 months ago
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4 months 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
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4 months ago
Dear Marius19,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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4 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
