The player from the United Kingdom faced a withdrawal limit of £500 per day, which had reduced his balance to £120. Despite months of communication, the casino alleged that he had breached the contract without specifying how, providing only a copy of the rules. We asked him for details about the games played, bonus use, KYC status, and the casino’s breach email, but he did not respond. As a result, we were unable to investigate further, and the complaint was closed for now due to lack of cooperation.
Frostybet Casino - Player's withdrawals are restricted.
Closed
Our verdict
Player stopped responding
Amount: £60,000
Frostybet Casino
Safety Index 1.8 Very lowCase summary
Discussion
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1 month ago
They limited my withdrawals to £500 a day. After 3 withdrawals, my balance went down to £120 of funds to use for betting. They told me I had breached the contract but over months of emails, they never said what I breached, they just sent me a copy of the rules
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4 weeks 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 weeks 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.
- What types of games did you play shortly before your balance was reduced? Were they slots, live casino games, or sports betting?
- Did you accumulate your most recent winnings with or without a bonus?
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino as part of the KYC process?
- Could you please forward me the email you received from the casino informing you of the alleged breach of the Terms and Conditions? My email address is veronika.f@casino.guru.
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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3 weeks ago
Dear Neilo87,
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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2 weeks 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
