Frostybet Casino - Player's winnings have been confiscated.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Frostybet regarding the withdrawal and account issues.

To better understand your situation and assist you effectively, could you please clarify the following points:

• Do I understand correctly that you still have access to your casino account?
• What method did you use to make your initial deposit and request withdrawals (e.g., credit card, e-wallet)?
• Have you received any additional communication from Frostybet after your withdrawal request was canceled?

Your cooperation in providing these details will help us investigate and work towards a resolution. We appreciate you taking the time to clarify these points as it is vital for moving forward with your case.

If you need to attach any further communication regarding this matter, please feel free to forward it to [email protected].

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Kristina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

 

Dear Kristina,

Thank you for your message.

I can still log into my Frostybet account at the moment.

I made the initial deposit using an instant bank transfer via Zimpler.

I have not received any further communication from Frostybet about the withdrawal cancellation or my account, other than what I already included in my complaint.

I can provide screenshots, transaction receipts or chat logs if required.

Best regards,

Aleksi

Thank you very much for your reply. Could you please forward any supporting evidence you have to [email protected] so we can gather as much information as possible? Alternatively, you can post it here. Thank you in advance.

There is supporting evidence.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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 Sinihovi,

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 Frostybet Casino to join the conversation.

Dear Frostybet 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 to me at [email protected]

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 Sinihovi,

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, we will reopen the complaint, and you will be notified by email.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to [email protected]. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the GCB does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at [email protected] if you try this option.

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

Best regards,

Michal

Casino Guru