Frostybet Casino - Player's winnings have been confiscated.

 registered and made my first deposit at Frostybet Casino on October 12. I deposited €200 and received €200 in bonus money. I read the bonus terms and conditions and found that I could play Big Bass Bonanza and Triple Tigers with €5 bets. I completed the wagering requirements without violating any of the bonus terms and conditions. After wagering, I had €1,995 left.

I verified my account as usual and requested a withdrawal. However, they refused to pay my winnings, claiming that I had violated the bonus terms and conditions. They stated the following:

"12.10 The Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement, and/or to suspend the provision of the Services or deactivate your account if:

i) we identify that you have disguised, interfered, or taken steps to disguise or interfere in any way with the IP address of any device used to access our Site (such as using a Virtual Private Network 'VPN');

ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots, etc.) during the verification procedure or at any point while the Agreement is active;

iii) there is reasonable suspicion that you have committed or attempted to commit bonus abuse, either on your own or as part of a group; or

iv) you are involved in any fraudulent, collusive, fixing, or other unlawful activity in relation to your or third parties’ participation, or you use any software-assisted methods, techniques, or hardware devices."

However, I have not used a VPN at all — only a regular internet connection shared from my phone to my laptop. The documents I submitted are not forged or altered in any way; they are completely authentic. The company claims that I took advantage of the bonus, which is not true. I deposited money on the site because they offered a good welcome bonus for new customers.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Frostybet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Was your account blocked only after the verification of your identity was complete?
• Could you please list which documents you submitted during the verification process?

Thank you very much in advance for your reply.

Best regards,

Tomas

I played at the casino for the first time on October 12 and used the welcome bonus offered by the casino. After successfully completing the wagering requirements, I attempted to withdraw my winnings, but my winnings were denied and the casino refunded my €200 deposit to my account.

Access to my account has not been blocked, and I am still able to log in to the site normally.

I have sent the casino extensive documentation to verify my identity.

I have provided them with:

A driver’s license (photos of both sides)

A copy of an electricity bill (proof of address)

Proof of payment method (bank statement)

I also have a screenshot from the Frostybet casino website showing, below my username, that my account has been verified.

I included this as an attachment with my complaint as well. Have you definitely received this image?

Dear Nettapelaa,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hello Nettapelaa,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

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 Nettapelaa,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the Frostybet Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Barbora

Casino Guru