Frumzi Casino - Pelaajan tili on suljettu ja kotiutukset viivästyneet.

Dear Casino Guru Team,

I am reporting Frumzi Casino regarding my unpaid withdrawal of 30 EUR, which has been pending for over 12 days, despite their terms stating withdrawals take 3 working days.

My account has been frozen, and I cannot log in. I contacted their support and was told my case was forwarded to the relevant department and I would receive an email update. More than 5 days have passed with no response.

They later informed me that my account was closed under Terms & Conditions 9.3 and 9.4, but they have not provided any clear explanation or evidence.

I request your assistance in getting my account reopened, receiving an explanation, and having my pending 30 EUR withdrawal processed.

Kind regards,l

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 Eugene2,

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 situation.

• Did you pass the verification before you lost access to the account?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• 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?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

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

Dear Eugene2,

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,

Jean