Frumzi Casino - Pelaaja hakee ratkaisua käteispalautusta koskevaan kiistaan.

I am submitting a complaint regarding two separate cashback promotions issued to me by Frumzi VIP Managers between 2 June 2026 and 7 June 2026. The dispute concerns the operator’s failure to calculate or credit the cashback due under the second promotion (20% Cashback Safety Net).

1. 15% Cashback Safety Net – 2 June 2026  

On 2 June 2026 at 13:17 EEST, I received an email from VIP Manager Leo activating a 15% Cashback Safety Net for a 72‑hour period, based on a starting balance of €19,001. The offer stated that 15% of any net losses (up to €3,000) would be returned after the 72 hours.

2. 20% Cashback Safety Net – 5 June 2026  

On 5 June 2026 at 15:55 EEST, I received a second email from Leo activating a 20% Cashback Safety Net for a new 72‑hour period, based on a new starting balance of €8,002. This offer stated that 20% of any net losses (up to €2,000) would be returned after the 72 hours.

This was presented as a separate promotion, with its own start balance and qualification period.

3. Cashback Calculation Provided by Frumzi  

On 6 June 2026 at 18:05 EEST, VIP Manager Tony emailed me confirming the following calculation:

Starting balance: €19,001

Ending balance: €8,002.85

Net loss: €10,998.15

Cashback due: €1,649.72

The cashback amount of €1,649.72 is exactly 15% of the net loss (€10,998.15 × 15%).

This calculation corresponds to the 15% promotion, not the 20% promotion.

4. Conflicting Explanation from the Operator  

Later, another VIP Manager informed me that:

No cashback was generated under the 15% promotion, and

The €1,650 credited was actually from the 20% promotion.

This explanation contradicts Tony’s written calculation, which clearly used the 15% rate and the starting balance of €19,001 from the earlier promotion.

5. Missing Cashback for the 20% Promotion  

The operator has not provided:

The start and end balances for the 20% promotion

The net loss calculation for that period

The cashback amount due under the 20% promotion

Any evidence that the 20% promotion was applied

Since the operator has not supplied the required calculation, I am claiming the maximum amount payable under the terms of the 20% promotion, which is €2,000.

6. Request to ADR Curaçao  

I request that ADR Curaçao require the operator to:

Provide a correct and separate calculation for the 20% Cashback Safety Net (5–8 June 2026), and

Credit the cashback amount due, up to the promotional maximum of €2,000.

I am providing the promotional emails and the cashback calculation email as evidence.

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.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify whether you manually activated the cashback bonus or if it was granted automatically?
• Would you be able to document your net losses from the relevant period and share the relevant evidence of your claim with me?
• Could you kindly send me a link to the cashback bonus you are referring to?

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

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for your response.

I would like to provide some additional information which I believe is relevant to this complaint.

The 20% Cashback Safety Net promotion was sent to me by VIP Manager Leo on 5 June 2026. The email stated that 20% of net losses would be covered, up to €2,000, and instructed me to contact my VIP manager after 72 hours to claim the cashback.

The promotional email did not mention any requirement to make a qualifying deposit.

At the time I received this offer, I had approximately €8,002 in my account and also had a pending withdrawal of €500 which I later cancelled. After receiving the promotion, I continued gambling during the promotional period in reliance on the terms presented in the email.

After the 72-hour period, I attempted to claim the cashback as instructed. However, I received several different and conflicting explanations from Frumzi representatives:

Patrick informed me that I was not eligible because I had not made a qualifying deposit.

Lilah informed me that the promotion had expired.

Kylie informed me that the cashback had already been added.

VIP Manager Leo later stated that the cashback had already been added by one of his colleagues.

At the same time, I had previously received an email from VIP Manager Tony containing the following cashback calculation:

Starting balance: €19,001

Ending balance: €8,002.85

Net loss: €10,998.15

Cashback: €1,649.72

This calculation corresponds exactly to the earlier 15% Cashback Safety Net promotion.

After receiving Tony's email, I contacted live chat and was asked to provide a screenshot of that calculation. After providing the screenshot, the cashback was added to my account.

For this reason, I understood that the cashback credited to my account related to Tony's calculation and the earlier 15% promotion.

The issue is that Frumzi has never provided any separate calculation for the later 20% Cashback Safety Net promotion. They have not provided:

The starting balance used for the 20% promotion.

The ending balance used for the 20% promotion.

The net loss calculation for that period.

The cashback amount calculated for that period.

Instead, I have received multiple conflicting explanations regarding eligibility, expiry, and whether the cashback had already been paid.

My position is that the 20% Cashback Safety Net was presented as a separate VIP promotion with its own starting balance, percentage, and qualification period. If Frumzi believes that no cashback is due under that promotion, I respectfully request that they provide the complete calculation and evidence supporting that conclusion.

I am attaching the promotional emails and the communications referred to above.

Kind regards,

Hello,

Thank you for the additional information.

To help us better understand the situation, could you please check whether the cashback bonus is visible in your bonus history? If it is, please send us a screenshot showing the bonus entry, including any details available regarding the amount, date credited, or bonus type.

This information may help us determine whether the cashback that was credited was linked to the 15% promotion, the 20% promotion.

Thank you in advance for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Meraki,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila