Frumzi Casino - Pelaaja kiistää varat tilin sulkemisen jälkeen.

I am filing a complaint regarding Frumzi and the exact domain I used: frumzi-0064.com. I am located in Greece and dispute approximately €2,300.

€500 WITHDRAWAL:

On 31/07/2026 I requested a €500 withdrawal. I later cancelled it, but I dispute how it was handled and have requested the complete audit trail, including submission time, status changes, processing/review timestamps and why it remained pending/cancellable.

Frumzi relies on clause 6.6.2 because the funds were later gambled. However, my complaint concerns what happened to an already-submitted €500 withdrawal before I cancelled it. I want the complete records.

APPROX. €1,800 AFTER CLOSURE REQUEST:

Before these events, I had previously requested that my account be closed through FRUMZI LIVE CHAT.

Despite this, my account remained accessible and I was able to continue gambling, subsequently losing approximately €1,800.

Frumzi later sent me a "Final Decision of Your Refund Request" stating:

"we couldn't locate any requests for account closure sent to us via email."

But my closure request was made through LIVE CHAT, NOT EMAIL.

Frumzi also described its decision as following a "thorough review", while in the SAME email confirming that my Live Chat transcription history and transaction history were still being retrieved.

How could a Final Decision be reached if the Live Chat records potentially containing the closure request central to my dispute were still outstanding?

ACCOUNT CLOSED LATER:

Another concern is that my earlier Live Chat closure request did not result in my account becoming inaccessible.

However, after I began making repeated complaints about the €2,300 dispute, requesting records and questioning Frumzi's legal/licensing information, my account was subsequently closed.

I am NOT claiming I can prove it was closed because I complained. I am asking Frumzi to explain why my earlier closure request did not close the account, but the account was closed later after my complaints began, including the exact date/time and internal reason for closure.

LEGAL ENTITY / LICENCE:

I used frumzi-0064.com while located in Greece.

I have asked Frumzi for the legal company operating my account/domain, registration details, gambling licence number, regulator and the specific authorization relied upon to provide gambling services through frumzi-0064.com to my account in Greece.

Instead of initially answering, Frumzi repeatedly quoted clause 2.2 saying it is the player's responsibility to determine whether gambling is legal in their jurisdiction.

That does not answer what licence/authorization FRUMZI relied upon.

A Greek-speaking Live Chat representative eventually told me that company/headquarters/licence information could only be provided by email because it was "confidential and sensitive". I followed their instructions and formally requested it by email.

GREEK PHONE COMMUNICATIONS:

I also received Frumzi-related communications on my Greek mobile number. A Greek-speaking individual contacted me regarding my Frumzi account and discussed/offered me a €20 bonus.

I asked Frumzi to confirm whether this person acted on its behalf and to preserve relevant call/CRM records.

This is important because Frumzi says jurisdictional legality was my responsibility while Frumzi-related gambling communications/promotions were being directed to my Greek phone.

I am NOT claiming I have proven Frumzi was operating illegally in Greece. I want the operator/licence information so this can be independently verified.

LIVE CHAT:

I have repeatedly been redirected to Support/VIP email despite already contacting those departments. Several chats were closed while questions remained outstanding. One representative explicitly told me Live Chat has no direct communication channel with the relevant department.

I continue to request:

1. Reimbursement/reconsideration of approximately €2,300.

2. Complete Live Chat and transaction histories.

3. Records of my earlier account-closure request.

4. Complete €500 withdrawal audit trail.

5. Explanation and records concerning the later account closure.

6. Frumzi's legal entity, licence, regulator and authorization relating to frumzi-0064.com and my account in Greece.

7. Confirmation of whether the Greek-speaking caller/€20 bonus contact was made on Frumzi's behalf.

I have preserved emails, chats, screenshots and telephone/message evidence and can provide them privately to Casino Guru.

I would appreciate Casino Guru's assistance in investigating and contacting Frumzi.

My approximately €2,300 dispute remains active, contested and unresolved, and I continue to request reimbursement.

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.

Dear Savvas111,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru. Please note that if you do not have any screenshots or transcripts showing that you requested your account to be closed, we won't be able to assist you.

Regarding the licensing of Frumzi Casino, please note that we at Casino Guru don’t deal with complaints related to licensing regulations and policies. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We do not deal with issues relating to the operators' licensing authorities.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Savvas111,

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.

Dear Veronika,

Thank you for extending the timer.

I confirm that I still require Casino Guru’s assistance and I do not want my complaint to be closed or rejected.

The main problem is that the most important evidence you asked me for — especially the historical Live Chat transcript containing my earlier account-closure request — is currently held by Frumzi.

I have repeatedly requested my complete Live Chat history from Frumzi, but they still have not provided it to me.

My earlier account-closure request was made through LIVE CHAT, not email.

Frumzi later stated:

"we couldn't locate any requests for account closure sent to us via email."

However, this does not answer my claim because I never said the earlier request was made by email.

My recollection is that when the Live Chat representative asked why I wanted to close my account, I said there were not enough games and that I did not want to lose any more money.

I want to be completely accurate: this is my recollection, not a verified quotation. I want Frumzi’s actual historical transcript so Casino Guru can examine the exact wording and context.

After this earlier closure request, my account remained accessible and I subsequently lost approximately €1,800, which forms part of my dispute.

I understand your distinction between ordinary account closure and self-exclusion. I am not asking Casino Guru to assume my request was self-exclusion without evidence.

I am asking that the actual Live Chat transcript be obtained and examined.

The reason I cannot provide it now is not because I am refusing to cooperate. It is because Frumzi has not yet provided the record despite my repeated requests.

Please therefore keep my complaint open while I continue trying to obtain this evidence.

I AM RESPONDING.

I STILL REQUIRE ASSISTANCE.

I DO NOT WANT MY COMPLAINT CLOSED.

Part 2 follows.

Best regards,

Savvas111

Dear Veronika,

Continuing my update:

The second major part of my approximately €2,300 dispute concerns the €500 withdrawal requested on 31/07/2026.

I later cancelled the withdrawal and the funds were subsequently gambled.

However, my complaint concerns what happened to the already-submitted €500 withdrawal before I cancelled it.

I have repeatedly requested the complete audit trail, including:

exact submission time;

every status change;

processing/review timestamps;

how long it remained pending;

why it remained cancellable;

internal processing information;

exact cancellation time.

Frumzi relied on clause 6.6.2, saying no refund can be performed after the funds are used to place bets.

But I want the records showing exactly what happened to the withdrawal before cancellation.

There is also another issue.

Frumzi later closed my account after my repeated complaints.

My earlier Live Chat closure request did not result in my account becoming inaccessible, but after my approximately €2,300 dispute, complaints and record requests began, Frumzi later closed the account.

I am not claiming I can prove they closed it because I complained. I am asking them to explain the chronology.

I requested:

exact closure date/time;

exact internal reason;

which department authorized it;

exact account balance immediately before closure;

what happened to any remaining funds;

internal notes/tickets concerning closure.

Frumzi also relied on clause 3.7 stating that an account can only be closed if it has no remaining positive or negative balance and no pending withdrawals.

However, I recall that when my account was later closed, there was still a small positive cash balance of several cents.

I do not remember the exact amount and do not want to invent it. Frumzi’s own records should establish the exact balance.

I am asking for the actual records so this can be verified objectively.

Part 3 follows.

Dear Veronika,

Another major concern is Frumzi’s "Final Decision of Your Refund Request."

Frumzi stated that its position followed a "thorough review."

However, at the same time, Frumzi confirmed that my requested Live Chat transcription history and transaction history were still being retrieved/processed.

This raises an important question:

How could the dispute involving my earlier Live Chat closure request be considered thoroughly and finally reviewed while the Live Chat records potentially containing that request were still outstanding?

Since filing my Casino Guru complaint, Frumzi Live Chat has also told me:

"Your statements and the additional points you raised in this chat have been logged in our system under your account profile."

Another representative said:

"Our Live Chat team communicates directly with a general internal department team to verify account statuses."

I was also told:

"Yes, the specialized department has the technical capability to view internal chat logs and profile notes attached to your account."

Another representative stated that my case is a formal dispute under the authority of the specialized department.

More recently, a representative confirmed:

"I have logged a note on your account profile regarding the details of your request."

These statements are relevant because Frumzi itself confirms that internal chat/profile information exists and that the specialized department can technically view internal logs and notes.

I therefore respectfully ask Casino Guru to consider whether Frumzi can be asked directly to preserve and provide the historical Live Chat conversation concerning my earlier closure request.

I will immediately send the transcript to Casino Guru if Frumzi gives it to me first.

Part 4 follows.

Dear Veronika,

This case has now been going on for far too long.

I have repeatedly:

sent complaints;

emailed Support/VIP;

contacted Live Chat;

requested records;

requested answers;

followed Frumzi’s own communication procedures.

Despite this, important records remain outstanding.

In my view, Frumzi’s handling is making an already serious situation worse.

I have repeatedly been redirected from Live Chat to email even after explaining that I already emailed the relevant departments.

Several Live Chat conversations were closed while I believed important questions and escalation requests remained unanswered.

I have repeatedly received generic responses instead of substantive answers.

This ongoing handling is also affecting me psychologically.

I have formally informed Frumzi that I have experienced serious psychological distress, stress, anger, emotional suffering and deterioration of my mental wellbeing, including depression-related problems.

I believe both the underlying dispute and the prolonged complaint handling have contributed to this impact.

I have also informed Frumzi that the repeated delays, generic responses, redirection and continued need to chase the same records are, in my view, making the psychological impact worse.

I have reserved my rights concerning potential psychological suffering and non-pecuniary harm, separately from my approximately €2,300 reimbursement dispute.

I am not asking Casino Guru to determine a legal damages claim.

I understand that any legal claim for additional damages would need to be assessed separately through the appropriate legal process.

I am informing Casino Guru because this psychological impact has become part of the seriousness and history of the dispute.

Part 5 follows.

Dear Veronika,

Regarding the licensing issue:

The exact domain I used was:

frumzi-0064.com

I accessed it while located in Greece.

I requested from Frumzi:

legal company/entity name;

company registration information;

registered office;

gambling licence number;

licensing authority;

authorization relating to the domain/account.

Frumzi repeatedly relied on clause 2.2, essentially saying that determining whether gambling is legal in the player’s jurisdiction is the player’s responsibility.

My question was different.

I wanted to know what legal entity operated my account and what licence/authorization Frumzi itself relied upon.

I understand from Casino Guru that licensing/regulatory disputes are outside your complaint process, and I respect that.

I am not asking Casino Guru to determine whether Frumzi was legally operating in Greece.

I include this only as part of the broader history of my dispute.

I also received Frumzi-related communications on my Greek mobile number.

A Greek-speaking individual contacted me regarding my Frumzi account and discussed/offered me a €20 bonus.

I asked Frumzi to confirm whether this person acted on its behalf and to preserve relevant call/CRM records.

Again, I am not claiming this proves illegality. I want the relevant information preserved and verified.

Part 6 follows.

Dear Veronika,

To summarize my current position:

My approximately €2,300 dispute remains active, contested and unresolved.

It principally consists of:

approximately €1,800 in subsequent losses connected to the circumstances surrounding my earlier Live Chat closure request; and

the separate €500 withdrawal issue.

I continue to request:

Complete historical Live Chat history.

Complete transaction/gambling history.

The earlier Live Chat closure-request transcript.

Complete €500 withdrawal audit trail.

Records concerning the later account closure.

Exact pre-closure balance and disposition of remaining funds.

Relevant internal account notes/tickets.

Reconsideration and reimbursement of the approximately €2,300.

I also want to make something very clear regarding Casino Guru’s timer:

I HAVE RESPONDED.

I STILL REQUIRE FURTHER ASSISTANCE.

I DO NOT WANT THIS COMPLAINT CLOSED OR REJECTED.

I am actively cooperating.

The reason I cannot currently provide the historical Live Chat transcript is that Frumzi has not yet provided it to me despite repeated requests.

Please do not disadvantage me in the complaint process because evidence controlled by Frumzi has still not been released to me.

If possible, I respectfully ask Casino Guru to request the relevant historical Live Chat/account records directly from Frumzi during mediation.

If Frumzi sends the records to me first, I will immediately forward them to Veronika.

Please keep my complaint open.

Thank you for your continued assistance.

Best regards,

Savvas111

Dear Veronika,

I would also like to add one further point concerning Frumzi's later closure of my account.

When Frumzi closed my account, there were also bonus coins/dice or similar promotional items still associated with the account.

I have already explained separately that I recall a small positive real-money balance remaining when the account was closed.

In addition to that issue, I want the bonus coins/dice recorded separately, because I want Frumzi to explain exactly what happened to them when the account was closed.

Frumzi relied on clause 3.7 stating:

"You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests."

I do not want to incorrectly claim that this clause expressly says that bonus coins/dice constitute a "balance," because the wording Frumzi quoted to me does not specifically say that.

Instead, I ask Frumzi to clarify:

• How were the bonus coins/dice on my account classified under Frumzi's Terms and internal system?

• Did they constitute bonus balance, promotional value, or another form of account value?

• What was the exact quantity/value of those items immediately before my account was closed?

• What happened to those bonus coins/dice when Frumzi closed my account?

• If they formed part of a bonus/promotional balance, how was the account closure consistent with the closure conditions Frumzi itself relied upon?

I believe Frumzi's own account records should be able to establish exactly what remained on my account and how those items were classified and treated at the moment of closure.

Please add this point to my existing complaint together with my previous message concerning the remaining positive cash balance.

Best regards,

Savvas111

Dear Veronika,

I would like to add another important point concerning Frumzi's reliance on clause 2.2 and its position that it was solely my responsibility to determine whether I could gamble through its website from Greece.

This is particularly important because Frumzi-related promotional communications were being directed to my Greek mobile number concerning gambling bonuses and promotions.

I received text/message communications on my Greek phone concerning new bonuses/promotional offers associated with Frumzi.

In addition, as I previously mentioned, a Greek-speaking individual contacted me by telephone regarding my Frumzi account and specifically discussed/offered me a €20 bonus.

I have asked Frumzi to confirm whether this individual was acting for or on behalf of Frumzi and to preserve/provide any relevant telephone, CRM, promotional and account-contact records.

I believe this deserves examination alongside Frumzi's reliance on clause 2.2.

Frumzi has relied on a contractual provision stating, in substance, that it is solely the player's responsibility to know the laws of their country concerning online gambling and to determine whether they are legally permitted to gamble through the website.

However, at the same time, according to the communications I have preserved, Frumzi-related gambling promotions and bonus communications were being directed to my Greek mobile number, including communications concerning new bonuses and the separate telephone contact concerning a €20 bonus.

I am therefore asking an important factual question:

If Frumzi's position is that responsibility concerning my jurisdiction rests entirely with me, what was Frumzi's own role in sending or arranging gambling-related promotional communications and bonus offers to a player through a Greek telephone number?

I am not claiming that these communications by themselves legally prove that Frumzi was operating unlawfully in Greece, nor am I asking Casino Guru to make a licensing determination.

I am asking that the evidence and apparent inconsistency be properly recorded and examined.

I specifically request confirmation from Frumzi regarding:

1. Whether the promotional messages sent to my Greek mobile number were sent by Frumzi or by a marketing/affiliate/service provider acting on its behalf.

2. Whether the Greek-speaking individual who contacted me regarding my account and discussed/offered a €20 bonus was acting for Frumzi or on Frumzi's behalf.

3. What internal CRM/account records exist concerning these communications.

4. What telephone number/contact details Frumzi had recorded for my account and what country/jurisdiction was associated with those details.

5. What records exist concerning bonuses/promotional offers sent or offered to me.

6. Whether Frumzi knew from my account information, telephone number, communications or other records that I was located in Greece.

7. How Frumzi reconciles these promotional communications with its reliance on clause 2.2 to place jurisdictional responsibility on me.

I have preserved evidence concerning these communications and can provide the relevant screenshots/messages privately to Casino Guru if required.

Again, I am not asking Casino Guru to determine the legality of Frumzi's operations in Greece. I understand Casino Guru has already explained that licensing/regulatory matters are outside the scope of its complaint process.

However, I believe these communications are relevant factual context to the overall dispute, particularly because Frumzi has relied on the player's responsibility concerning jurisdiction while Frumzi-related gambling promotions and bonus offers were simultaneously being directed to my Greek mobile number.

Please add this information to my existing complaint.

Best regards,

Savvas111

EVIDENCE NOTE – LIVE CHAT CLOSED FOLLOWING ESCALATION REQUEST

On 26 August 2026, I contacted Frumzi Live Chat regarding my ongoing approximately €2,300 dispute and specifically requested urgent escalation of my existing complaint.

I explained that I had already contacted the relevant departments by email and therefore was not requesting another instruction to send an email. I specifically requested that Live Chat record and communicate the urgency of my complaint internally and asked for direct YES/NO answers concerning whether this could be done.

I also requested urgent review of my existing emails, substantive answers, outstanding records and resolution of my approximately €2,300 reimbursement dispute.

Frumzi Live Chat did not provide direct answers to those escalation questions. Instead, I was told:

"all relevant information was provided during our conversation"

and:

"I kindly request that we conclude our conversation for now."

The Live Chat conversation was then closed.

For the avoidance of doubt, I did not agree that my complaint had been resolved or that all relevant questions had been answered.

My approximately €2,300 dispute remains active, contested and unresolved.

I am preserving the complete Live Chat transcript as evidence of my attempt to obtain escalation and urgent assistance, including the questions I asked and Frumzi's response and subsequent closure of the conversation.

This incident should also be considered together with the previous Live Chat conversations that were closed while I was attempting to obtain answers or escalation.

I reserve all of my rights concerning the underlying dispute, the handling of my complaints, the psychological/non-pecuniary harm I have reported, and any remedies available to me.

ADDITIONAL EVIDENCE – LIVE CHAT CLOSED WHILE MY ESCALATION REQUEST REMAINED UNANSWERED

Dear Veronika,

I would like to document another Frumzi Live Chat interaction that occurred today.

I contacted Frumzi again because my formal complaint has already been submitted by email, and I was specifically trying to have the seriousness and urgency of my existing case communicated internally.

I repeatedly explained that I was NOT asking Live Chat to process or decide my complaint and was NOT asking for another email address.

I specifically asked whether the representative, Elia, could:

1. Notify her own supervisor/manager that my existing case is serious and urgent; or

2. Leave an internal note/flag/ticket communicating that urgency to someone with greater authority.

Instead of directly answering those questions, I was repeatedly instructed to contact VIP/Support by email, despite repeatedly explaining that I had already done so.

I then reduced my request to a very simple question:

"Can you notify YOUR supervisor/manager or create an internal note/flag concerning the seriousness and urgency of my existing complaint — YES or NO?"

I specifically asked that, if the answer was no, Frumzi simply state that Live Chat had no ability to do either of those things.

Instead of answering YES or NO, Elia subsequently stated:

"Please keep in mind that your inquiry has already been answered, therefore, as I do not see any new requests from you, I am really sorry but I am forced to close the chat session for the time being."

The Live Chat session was then terminated.

I want to make clear that, from my perspective, my specific question had not been answered.

I was not requesting access to confidential information. I was not asking Elia personally to decide my approximately €2,300 dispute. I was asking whether the seriousness of an already-existing formal complaint could be communicated to her supervisor or recorded internally.

This is also not the first Live Chat conversation that has been closed while I was attempting to obtain escalation or answers.

I am preserving the complete transcript.

I have also expressly informed Frumzi that the repeated Live Chat handling itself — including generic responses, repeated redirection to email after I have already emailed, failure to directly address escalation questions, and termination of conversations — is causing me additional stress and psychological distress and is making an already difficult situation worse for me.

My approximately €2,300 dispute remains active, contested and unresolved.

I continue to request the outstanding evidence and records, substantive answers, urgent review of my existing complaints and reimbursement.

I am providing this additional interaction so that Casino Guru has an accurate record of my continuing attempts to resolve and escalate the matter directly with Frumzi.

Best regards,

Savvas111

Thank you for your replies. I have reviewed the Responsible Gaming Policy of Frumzi Casino, and this is what I found:

• Self-exclusion request: You can contact the Support Service Team via e-mail at support@frumzi.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Please note that, according to the casino's policy, an account closure request due to gambling addiction must be submitted via email. You have mentioned that you requested the account closure via live chat; however, you do not have any evidence of this request.

Please understand that our complaint resolution process follows certain guidelines, and it is important for us to obtain as much relevant evidence from the player as possible before contacting the casino. The casino may not be required to retain live chat conversations indefinitely, so it is important that any crucial evidence available to you is provided directly to us.

Since you did not request the account closure via email as required by the casino's policy, we cannot consider the casino responsible for breaching responsible gambling standards based on the evidence currently available to us. Unfortunately, without evidence confirming that you requested self-exclusion due to gambling addiction in accordance with the casino's stated procedure, we are unable to proceed with the investigation.

Should you obtain the relevant evidence in the future, please feel free to request that this complaint be reopened. Thank you for your understanding.

Best regards,

Veronika