Frumzi Casino - Pelaajan tili on suljettu ja saldo takavarikoitu.

After several weeks of playing on the Frumzi website, I requested withdrawals from my account. A few days later, when attempting to log in, I was suddenly unable to access my account and received an error message.

I immediately contacted live chat support and was informed that my account had been permanently closed following a management decision (screenshots attached).

I then contacted Frumzi by email to request a clear explanation for this closure. Their response was the following:

"Your account has been permanently closed as a result of an internal administrative decision."

No reason, no evidence, and no reference to any breach of Terms and Conditions was provided.

I subsequently requested the return of the funds that were in my account at the time of closure.

Support informed me that my request had been forwarded to the relevant department.

After several follow-ups and long periods of silence, I finally received this response:

"We would like to inform you that, in accordance with our Terms and Conditions, any balance, withdrawal, or open bet in your gaming account has been voided during the process."

This statement is extremely concerning.

Frumzi has:

• Closed my account without providing any valid reason
• Confiscated my entire balance
• Refused to provide any evidence of wrongdoing
• Failed to reference any specific clause of their Terms and Conditions

Legal concerns :

Under standard gambling regulations and consumer protection principles:

• Operators must provide a clear justification when closing an account
• Funds cannot be confiscated arbitrarily without proven violation of Terms
• Any sanctions must be:
• Proportionate
• Justified
• Supported by evidence

Confiscating a player’s funds without proof of fraud, bonus abuse, or Terms violation constitutes unfair commercial practice and may be considered unlawful enrichment.

To date:

• I have never been informed of any rule I allegedly violated
• No evidence has been provided
• No investigation report has been shared
• No specific Terms clause has been cited

I formally deny having breached Frumzi’s Terms and Conditions in any way.

My request :

I am therefore requesting:

• Immediate restitution of my confiscated funds

OR

• Full disclosure of:
• The exact reason for account closure
• The specific Terms & Conditions clause allegedly violated
• Concrete evidence supporting their decision

Without this, Frumzi’s actions appear to be unjustified and abusive.

Conclusion :

Closing an account without explanation and seizing a player’s balance without proof is unacceptable and contrary to fair gaming principles.

I am therefore asking Casino Guru to:

• Mediate this dispute
• Request formal justification from Frumzi
• Help me recover my funds

Thank you for your assistance.

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 negative experience with Frumzi Casino.

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?
• 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 confirm whether you passed account verification? Were you asked to submit any documents required for the verification process?

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

Hello Tomas,

Thank you for your response and for your assistance with my complaint.

Please find below the requested information:

1) Account creation date

I created my Frumzi account on October 17, 2025.

2) Account closure date

I noticed that I no longer had access to my account on November 20, 2025.

This was the first time I realized my account had been blocked, as I had received no prior warning or notification.

3) Games played

I used a mix of games available on the platform, including slots and other casino games.

I did not engage in any suspicious or unusual activity.

4) Bonuses

I never used any bonus (no welcome bonus, no free spins, no no-deposit bonus).

All funds in my account came solely from my own deposits and gameplay.

5) KYC / Verification

I was never asked to complete any verification process.

No documents were requested, and no KYC procedure was initiated before my account was closed.

---

To summarize:

- My account was closed suddenly and without warning

- No explanation was provided

- No Terms & Conditions breach was identified

- No evidence was shared

- My funds were confiscated without justification

I fully cooperated at all times and strongly believe this account closure and fund confiscation are unjustified.

Thank you again for your support.

I remain available if you need any additional information.

Best regards,

Florian ****

Dear flodel06,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Frumzi Casino representative to join this conversation.

Dear Frumzi Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear All,

We would like to inform you that we are currently looking into this case and conducting a thorough internal review. We will provide further details and an official update as soon as possible.

Thank you for your patience.

Kind Regards,

Frumzi Casino Team

Dear Frumzi Casino Team,

Thank you for the update. We acknowledge that an internal review is ongoing and will await your detailed response once the review is completed.

Dear All,

Thank you for your continued patience while we reviewed this case.

First, we would like to clarify that the decision to close the account was made in accordance with Section 3.9 of our Terms and Conditions, which states that we reserve the right to close an existing account without prior notice or justification.

To move forward with the verification process, our relevant department has contacted the player via email today to request the following documents:

*Proof of Identity (ID)-both sides

*Selfie

*Transaction history for October (strictly in its original file format)

*Selfie ID : A selfie where the player holds their ID next to their face, with our website clearly visible in the background

We kindly ask the player to check their inbox and provide these files as soon as possible. Alternatively, the documents can be sent directly to complaints@frumzi.com.

Once these documents are received and verified, we will be able to provide further updates.

Best regards,

Frumzi Casino Team

Hello,

Thank you for the update.

I would like to confirm that I have just submitted all the documents requested by Frumzi by email, including:

- Proof of Identity

- Selfie

- Selfie with ID

- Transaction history for October in the original file format

I am fully cooperating with the verification process.

However, I would like to raise an important legal concern regarding Frumzi’s response.

Frumzi is relying on Section 3.9 of their Terms and Conditions, stating that they may close an account without prior notice or justification.

While I understand that an operator may reserve the right to close an account, this clause cannot legally justify the confiscation of player funds.

Even if an account is closed:

- Funds must not be seized without proven violation of the Terms

- Any confiscation must be supported by clear evidence

- The operator must demonstrate fraud, abuse, or illegal activity

To date:

- No breach has been identified

- No specific Terms clause (other than a generic closure clause) has been cited

- No evidence of wrongdoing has been provided

It is also important to note that:

- I never used any bonus

- I was never asked to complete KYC prior to the account closure

- The KYC request only appeared after my withdrawal attempt

This raises serious concerns that KYC is being used retroactively to justify the account closure and fund voiding.

I am cooperating in good faith, but I respectfully request that Frumzi be asked to clearly clarify:

1) Whether they intend to return my balance once verification is completed

2) On what legal basis the funds were initially voided

3) Whether any specific misconduct is alleged

Thank you for your continued mediation and support.

Best regards,

Dear Frumzi Casino Team,

Thank you for your response and for the update regarding the internal review and verification request.

We confirm that the player has submitted all the requested documents and is fully cooperating with the KYC process.

We will now await the outcome of your verification and your next update in this case.

Dear flodel06,

Thank you for your cooperation and for providing the requested documents.

To help us locate your files and speed up the process, could you please confirm to which of our email addresses you sent them?

Additionally, for faster assistance and to ensure your case is prioritized, we kindly ask you to send the documents to our complaints@frumzi.com address as well.

Thank you for your cooperation and patience.

Best regards,

Frumzi Casino Team

Hello,

I confirm that I initially sent the requested documents to kyc@frumzi.com, as this was the address that contacted me. I received an automatic reply stating that they do not process email requests and that verification must be completed through the website. However, my account remains closed, and I still do not have access to it.

As requested by Frumzi, I have now also sent all the requested documents to complaints@frumzi.com.

I remain fully cooperative and available if further information is needed. Could you please ask Frumzi to confirm that they will process my documents via email and clarify whether my balance will be returned once verification is completed?

Best regards,

Dear Frumzi Casino Team,

Thank you for your response.

As advised, the player has sent all requested documents to complaints@frumzi.com.

To proceed with this case, we kindly ask you to confirm:

1. That the documents have been received and will be reviewed via email, as the player’s account remains closed.
2. Whether the verification can be completed without access to the website.
3. What will happen to the player’s remaining balance once verification is completed.

Thank you for your cooperation. We look forward to your clarification.

Dear All,

Thank you for your message and for your cooperation in this matter.

We would like to provide the following clarifications regarding the player's case:

Receipt of documents: We can confirm that the documents have been received via email. We would like to thank the player for their cooperation. Currently, the documents are still under review by our relevant department. We will notify both the player and the forum as soon as we receive an update.

Verification without website access: Yes, the account verification process can be conducted and completed even while the player’s account remains closed.

Remaining balance: Once the verification is successfully completed, we will provide further information regarding the remaining balance.

Thank you for your patience while we finalize the review.

Best regards,

Frumzi Casino Team

Dear Frumzi Casino Team,

Thank you for the update and for confirming receipt of the player’s documents.

We acknowledge that the verification review is still in progress. We will await your next update once the process has been completed, including clarification regarding the player’s remaining balance.

Thank you for your cooperation.

Hello Tomas,

I would like to provide an update regarding the situation.

Following Frumzi’s latest request, I have now sent them all the additional documents they asked for, including:

• my Canadian work permit (which is my official residence authorization document),
• and a recent bank statement as Proof of Address.

I have fully complied with every request and supplied all required documents.

I am currently waiting for their verification team to review them and proceed with my account verification.

I will keep you informed as soon as I receive their response.

Best regards,

Dear flodel06,

Thank you for your cooperation and for submitting the requested documents.

We can confirm that your Canadian work permit and bank statement have been received and are currently under review by our relevant department. As soon as we receive an update regarding the verification, we will notify you immediately.

Thank you for your continued patience while we finalize this process.

Best regards,

Frumzi Casino Team

Dear Frumzi Casino Team,

Thank you for your latest update and for confirming receipt of the player’s additional documents.

We acknowledge that the verification review is still ongoing. We will await your next update once the process has been completed, including clear clarification regarding the player’s remaining balance and the final outcome of this case.

Thank you for your cooperation.

Dear All,

Following a formal review of the documentation provided, the relevant department has determined that further information is required to complete the verification process.

Please provide a clear, high-resolution photo of your passport. It is essential that all information on the document is fully visible and that no details are hidden, redacted, or obscured by glares or physical obstructions.

Please submit this additional documentation at your earliest convenience to prevent any further delays in your processing timeline.

Best regards,

Frumzi Casino Team

I have just sent a photo of my passport to complaints@frumzi.com, as requested.

For reference, I have already provided:

• Proof of identity
• My Canadian work permit (residence authorization)
• Selfies (including selfie with ID)
• Proof of address
• Transaction history

I kindly ask Frumzi to acknowledge receipt of all documents and confirm that my account verification will be completed and my balance reinstated.

I remain fully cooperative and will keep the thread updated with any response.

Dear Frumzi Casino Team,

Thank you for the update.

The player has confirmed that the requested passport photo has been sent to complaints@frumzi.com.

Could you please confirm receipt and advise on the expected timeframe for completing the verification process?

Thank you for your cooperation.

Frumzi has contacted me by email to arrange the payout of my remaining balance and asked for my banking details. I have now provided them and I am waiting for confirmation that the transfer has been initiated.

Dear flodel06,

Thank you for providing your banking details.

We would like to confirm that we have received the information you sent. Your withdrawal request has been successfully forwarded to our relevant department for processing.

We will notify you as soon as the transfer has been initiated. Thank you for your patience and cooperation throughout this process.

Best regards,

Frumzi Casino Team

Dear Frumzi Casino Team,

Thank you for confirming that the player’s withdrawal request has been forwarded to the relevant department for processing. We appreciate your cooperation throughout the verification process.

Could you please notify us once the transfer has been initiated and, if possible, provide an estimated timeframe for when the player can expect to receive the funds?

Dear flodel06,

Please keep us informed once you receive the payment.

We will keep this complaint open until the player confirms that the funds have been received successfully.

I confirm that I have received a transfer of 2,950 CAD from Frumzi. However, since I no longer have access to my account, I have asked the casino to provide a full account statement to confirm that this amount corresponds to my full remaining balance.

Dear flodel06,

Thank you for your reply.

We would like to inform you that we are currently looking into this case and conducting a thorough internal review. We will provide further details and an official update as soon as possible.

Thank you for your patience.

Kind Regards,

Frumzi Casino Team

Dear Frumzi Casino Team,

Thank you for your latest update.

We acknowledge that you are conducting an additional internal review regarding the player’s balance. We will await your next message with a detailed clarification and confirmation of whether the amount paid represents the full remaining balance.

Kindly provide your findings as soon as possible so we can proceed with the resolution of this case.

Thank you for your cooperation.

Hello,

It has now been one week since Frumzi informed us that they were conducting an internal review regarding the final balance clarification.

I have not received any further update or explanation so far.

Since I no longer have access to my account, I am entirely dependent on Frumzi’s transparency to confirm whether the amount paid (2,950 CAD) represents my full remaining balance at the time of account closure.

I kindly ask Frumzi to provide:

The final account balance at the time of closure

A complete transaction and betting history

Confirmation that the transferred amount corresponds to the full remaining balance

I appreciate Casino Guru’s assistance and look forward to a clear resolution.

Best regards,

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for your continued patience while we conduct a comprehensive review of your case.

We would like to reiterate for a final time that our specialized department is currently performing a thorough investigation into all the details you provided. Because we want to ensure a fair and accurate resolution, this process is taking slightly longer than anticipated.

Please be assured that we expect to have a definitive update for you very shortly. We appreciate your understanding.

Best regards,

Frumzi Team

Dear Frumzi Casino Team,

Thank you for your update.

We understand that the review is ongoing; however, we kindly ask you to provide the final clarification regarding the player's remaining balance as soon as possible, including confirmation whether the transferred amount of 2,950 CAD represents the full balance.

We appreciate your cooperation and look forward to your update within the given timeframe.

Dear flodel06,

We kindly inform you that we have provided to you the requested document via e-mail.

Thank you for your patience.

Best regards,

Frumzi Team

Dear flodel06,

Thank you for the update.

Could you please confirm whether you have received the requested document from the casino via email? Once you have reviewed it, kindly let us know whether the statement confirms that the transferred amount of 2,950 CAD represents your full remaining balance.

We will await your confirmation.

Hello,

I confirm that I have received and reviewed the account statement provided by Frumzi.

However, I would like to raise several concerns:

The document only contains deposits and withdrawals, but it does not show:

• My betting activity
• My winnings/losses
• My final account balance at the time of closure

Therefore, it does not demonstrate that the amount of 2,950 CAD corresponds to my full remaining balance.

There is a withdrawal of 750 CAD dated 14/11/2025 listed in the document.

This withdrawal was never paid to me and was actually cancelled by Frumzi before my account was blocked. I can provide email evidence confirming this cancellation (find attached).

There is also a deposit of 28 CAD on 14/11/2025 that I do not recognize.

At this stage, I am unable to verify the accuracy of the final balance.

I kindly ask Frumzi to provide:

A complete account statement including betting history

A clear calculation of the final balance

Clarification regarding the cancelled 750 CAD withdrawal

Explanation of the 28 CAD deposit

Thank you for your assistance.

Best regards,

Florian

Dear flodel06,

Thank you for your update and for outlining your concerns regarding the account statement provided by the casino.

To allow me to review the document in detail and properly assess whether it contains all the necessary information, could you please forward the email you received from the casino together with the attached account statement to my email address at barbora.p@casino.guru?

Once I have reviewed the document, I will evaluate the information provided and, if needed, request further clarification from the casino.

Thank you in advance for your cooperation.

Hello Barbora,

I have just forwarded you the email received with the document.

Thanks,

Dear Frumzi Casino Team,

Thank you for providing the account data.

After reviewing the documents supplied to the player, I would like to request further clarification, as the information provided is not sufficient to verify the player’s final balance.

The transaction report contains deposits and withdrawals, and a separate summary of betting totals has been provided. However, the documentation does not include a clear final account balance at the time of closure, nor a detailed calculation showing how the transferred amount of 2,950 CAD was determined.

Additionally, several discrepancies require clarification:

• A withdrawal of 750 CAD dated 14/11/2025 is listed as "complete" in the transaction report. However, the player has provided email evidence showing that this withdrawal was cancelled ("withdrawal failed"). Kindly clarify the correct status of this transaction.
• A deposit of 28 CAD dated 14/11/2025 appears in the report, which the player does not recognize. Please provide details regarding the source of this deposit.

To proceed with resolving this case, we kindly ask you to provide:

• A complete betting history (not only summary totals)
• A clear calculation of the final account balance at the time of closure
• Confirmation of whether the 750 CAD withdrawal was cancelled or paid
• Detailed explanation of the 28 CAD deposit

Thank you for your cooperation. We look forward to your clarification so that this case can be resolved fairly.

Dear Barbora,

We would like to inform you that we have just sent the requested complete betting history and a detailed clarification regarding the transactions to your email address.

Kindly review the provided information and the documentation at your earliest convenience. We remain at your disposal should you have any further questions.

Best regards,

Frumzi Casino Team

Dear Frumzi Casino Team,

Thank you for providing the complete betting history and the detailed clarification regarding the transactions.

After reviewing the documentation, I can see that multiple withdrawal attempts of 750 CAD were made on November 14th, 2025, including cancelled requests and one marked as completed. However, to fully verify whether this withdrawal was successfully paid, independent confirmation from the player’s bank statement will be required.

Regarding the 28 CAD deposit dated November 14th, 2025, additional confirmation from the player’s bank records will also help clarify the origin of this transaction.

Dear flodel06,

At this stage, I kindly ask you to provide a bank statement covering November 14th, 2025. Please send the statement to my email address at barbora.p@casino.guru to protect your privacy.

The statement should clearly show:

• Whether you received a payment of 750 CAD on November 14th, 2025
• Whether there is a deposit of 28 CAD made to the casino on the same date

Once I receive this information, I will be able to verify the remaining discrepancies and confirm whether the transferred amount of 2,950 CAD represents the full remaining balance.

Thank you both for your cooperation.

Hello,

I confirm that I have sent my bank statement to Barbora as requested.

After reviewing my bank records:

• I did NOT receive any payment of 750 CAD on or around November 14th, 2025
• There is NO transaction corresponding to a 28 CAD deposit to the casino on that date

This confirms that the 750 CAD withdrawal was not paid and raises concerns regarding the accuracy of the transaction history provided by Frumzi.

I will await further clarification following the review.

Best regards,

Florian

Dear Frumzi Casino Team,

Thank you for providing the account data.

After reviewing the documents, I am unable to verify whether the transferred amount of 2,950 CAD represents the player's full remaining balance, as the provided records do not show a clear final balance or calculation.

Additionally, clarification is required regarding the following:

• A withdrawal of 750 CAD dated 14/11/2025 is listed as "complete"; however, the player has provided evidence indicating that this withdrawal was cancelled and not received.
• A deposit of 28 CAD dated 14/11/2025 appears in the report, which the player does not recognize.

To proceed, please provide:

• A clear calculation of the final balance
• Confirmation of whether the 750 CAD withdrawal was cancelled or paid
• Clarification regarding the 28 CAD deposit

Thank you for your cooperation.

Dear Barbora,

Please be informed that we have just sent you a follow-up email regarding this case, including an additional document for your review.

We kindly ask you to check your inbox and take this information into consideration.

Best regards,

Frumzi Casino Team

Dear all,

I would like to inform you that I have contacted both parties via email regarding additional information needed for further review of this case.

Once the requested details are received and reviewed, I will provide an update here in the thread.

Thank you for your cooperation.

Hello,

I confirm that I have provided all the requested documents by email, including my updated bank statement and supporting evidence showing that I did not receive the 750 CAD payment from Frumzi.

I will now await the outcome of your review.

Best regards,

Dear Barbora,

Thank you for the update.

We kindly ask for a little more time to thoroughly review the details of this case.

We will get back to you with our findings as soon as possible.

Thank you for your patience.

Best regards,

Frumzi Casino Team

Dear Frumzi Casino Team,

Thank you for your update.

We acknowledge that you require additional time to complete your review. We will await your response and appreciate your cooperation in providing a clear clarification regarding the outstanding points as soon as possible.

Dear flodel06,

To investigate the disputed 750 CAD withdrawal and the 28 CAD deposit from November 2025, we require further evidence from your side.

Please provide your official transaction history for the entire month of November 2025.

This document is necessary to verify if the funds were returned to your bank or if any error occurred.

Please send this information directly to our complaints department at complaints@frumzi.com.

Once we receive and review your statement, we will be able to provide a final calculation.

Thank you for your cooperation.

Kind regards,

Frumzi Casino Team

Dear flodel06,

Thank you for the update.

Please provide the requested full November 2025 transaction history directly to the casino at complaints@frumzi.com so they can complete the review regarding the disputed 750 CAD withdrawal and the 28 CAD deposit.

Once the casino reviews the statement and provides the final balance calculation, please keep us informed of any further developments.

Thank you for your cooperation.

Hello,

As requested, I have now sent my official November 2025 transaction history directly to Frumzi by email.

I have fully cooperated and provided all requested documents and supporting evidence.

I will await Frumzi’s final review and calculation.

Best regards,

Dear Frumzi Casino Team,

Thank you for the update and for confirming receipt of the player’s November 2025 transaction history.

We acknowledge that the player has fully cooperated and provided all requested documents. We kindly ask you to complete your review and provide the final balance calculation together with clarification regarding the disputed 750 CAD withdrawal and the 28 CAD deposit.

We look forward to your final update so this case can be resolved.

Thank you for your cooperation.

Dear all,

Thank you for the reply.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Frumzi

Dear Barbora,

We have just sent an email to you containing additional data and evidence regarding this case.

We hope this information is sufficient to clarify the situation. Please review the details at your earliest convenience and let us know if this clarifies the matter.

Best regards,

Frumzi Casino Team

Dear flodel06,

Thank you for your patience throughout this process.

After reviewing the additional back-office records and transaction logs provided by the casino, the timestamps appear to confirm that the 750 CAD withdrawal marked as completed was the final resubmitted withdrawal request and that the transferred amount of 2,950 CAD corresponded to the remaining balance at the time of the account closure.

At this stage, the provided records appear sufficient to clarify the previously disputed transactions.

Could you please confirm whether you consider this matter resolved from your side?

Thank you for your cooperation throughout this case.

Dear flodel06,

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.

Hello Barbora,

Thank you for your assistance throughout this case.

While I was initially concerned that the amount transferred might not correspond to my full remaining balance, I acknowledge that Frumzi has provided additional records and explanations regarding the disputed transactions.

As I no longer had access to my account after its closure, I was unable to independently verify the final balance. However, based on the information provided during this complaint process, I do not have any further evidence to dispute the casino's calculation.

I can therefore confirm that I consider this matter resolved.

Thank you to Casino Guru for your assistance and mediation in helping recover my funds.

Best regards,

Florian

Dear flodel06,

Thank you for your confirmation.

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and patience throughout this process.

We hope that our assistance was helpful. Should you encounter any issues with this or any other casino in the future, please don't hesitate to contact our Complaint Resolution Center.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot, it would be greatly appreciated:

https://www.trustpilot.com/evaluate/casino.guru

Your feedback helps us improve our complaint resolution process and may also assist other players seeking help.

Thank you in advance for your time.

Best regards,

Barbora Pallas

Casino.Guru