Frumzi Casino - Pelaajan tili on suljettu ja varat takavarikoitu.

Frumzi has decided to close my account with some of my funds inside and refuses to return them to me.

Frumzi ha deciso di chiudermi l'account con dei miei fondi all'interno e si rifiuta di restituirmeli.

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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.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification or at least submitted any identity documents to the casino for verification?
• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Greetings!

Yes, I've already withdrawn several times from this casino, completed the KYC, obtained winnings through sports betting and, above all, without using bonuses, but with my own funds.

Salve!

Si, ho già ritirato svariate svolte da questo casinò, fatto la kyc, ottenuto le vincite tramite scommesse sportive e sopratutto senza l’utilizzo di bonus, ma con fondi miei.

Today I received this other reply from Frumzi. Could you help me?

Oggi ho ricevuto quest’altra risposta da Frumzi. Potreste aiutarmi?

Dear alecec,

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika