Frumzi Casino - Pelaajalla on ongelmia tilinsä kanssa.

Dear cpaciello,

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

Please write the text of your response instead of posting it as a screenshot, as only this way can it be translated to multiple languages automatically. Thanks for your understanding.

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?
• How did you learn about your account being blocked?
• Which documents did you provide to the casino during verification?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

I have been waiting for 16 days to verify my suspended account on frumzi. They have asked me for documents several times and the last one yesterday was a selfie with an ID and background of their site which they refused. Today I sent it again taking another selfie. I have made several requests in chat but to date I have not received any answers. I should point out that I had a positive balance of € 110. I don't know what will happen.

I realized my account was blocked when I tried to log in. I won €110 from a €25 deposit via FunID so I didn't play the bonus. I sent the following documents:

Identity card

Debit card

Bill

Banking movement

Selfie with document

And finally selfie with ID card and frumzi background. I have no news

sono in attesa da 16 giorni per verificare il mio account sospeso su frumzi . Mi hanno richiesto più volte i documenti e l'ultimo ieri un selfie con carta d'identità e sfondo del loro sito che mi hanno rifiutato. Oggi ho inviato di nuovo facendomi un altro selfie. Ho fatto varie solleciti in chat ma ad oggi non ho ancora ricevuto risposte. Premetto che avevo saldo positivo di 110€. Non so che fine farà.

Mi sono accorta di avere l'account bloccato quando ho provato ad accedere all'account. Ho vinto 110€ da un deposito di 25€ tramite FunID quindi non ho giocato bonus. Ho mandato i seguenti documenti:

Carta d'identità

Carta di debito

Bolletta

Movimento bancario

Selfie con documento

E per ultimo selfie con carta d'identità e sfondo frumzi. Non ho novità

Thanks for the detailed explanation.

Please forward the communication between you and the casino where you tried to solve the issue you saved for me to review. If you don't have any communication saved, please contact the casino and save chat transcripts or emails

Please share a screenshot of the error you receive when trying to access your player's account.

My email is tomas@casino.guru

I apologize for the inconvenience.

Dear cpaciello,

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.

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,
Tomas
Casino.Guru