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High Deposits Accepted Without Verification and Continued Promotions After Disclosure of Gambling Problem.

I am submitting this complaint regarding my experience with Frumzi.

Over a relatively short period of time, I was able to deposit in excess of €8,000. These deposits were made in rapid succession, including multiple transactions within minutes of each other, and in some cases following failed or declined attempts.

At the time these deposits were accepted, my account appeared to remain unverified. Despite the level and pattern of activity, I did not experience any meaningful restriction, verification request, or intervention.

From my perspective, the pattern of deposits indicated escalating and high-frequency activity, yet I was able to continue depositing without interruption.

I would also like to highlight a critical point in this case. I explicitly informed the operator that I was experiencing a severe gambling problem and had concerns regarding my mental health. This was communicated directly to them.

Despite this disclosure, I continued to receive promotional communications, including deposit bonuses, cashback offers, and incentives encouraging further deposits.

Examples of these communications include:

Deposit bonus offers

Cashback and VIP reward incentives

Promotional messages encouraging further activity

These communications were sent after I had made my situation clear to the operator.

From my perspective, no additional safeguards, restrictions, or protective measures were applied to my account following this disclosure. Instead, promotional activity continued.

I later raised concerns directly with the operator, but I did not receive a satisfactory resolution. The only refund offered was my remaining balance (€38.91), which does not address the issues raised.

I am requesting that this matter be reviewed in full, specifically:

Whether appropriate KYC/verification checks were carried out

Whether adequate monitoring and responsible gambling safeguards were applied

Whether my disclosure of problem gambling and mental health concerns was appropriately handled

Whether it was appropriate for promotional communications to continue after this disclosure

Whether the acceptance of repeated high-frequency deposits was handled appropriately

I am seeking a fair resolution based on a full review of my account activity, including consideration of a refund.

I am willing to provide all supporting documentation, including deposit history and communications with the operator.

Based on the above, I am seeking a fair resolution following a full review of my account activity. In particular, I am requesting a full refund of all deposits made, as I do not believe adequate safeguards were applied after I disclosed my situation.

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 Blondie2026,

First of all, please accept my sincere apologies for overlooking the information about your gambling addiction in your initial request. I truly understand how important this matter is, and I’m very sorry for any additional stress this may have caused.

Thank you very much for submitting your complaint and for sharing your situation with us. I’m sorry to hear about what you’re going through, and I want to assure you that we will do our best to support you.

As mentioned previously, if there is sufficient evidence from your side, we will be able to proceed with the resolution process and advocate on your behalf.

To better understand your situation and assist you as effectively as possible, could you please clarify the following:

• Are you currently able to log into your account?
• Did you receive any specific communication from Frumzi regarding their verification process?
• Was there any indication from the operator that they would take action regarding your situation?

If you have any supporting communication or documentation, please feel free to share it with us, as it may help us move forward more efficiently.

We understand that situations involving gambling addiction can be particularly difficult, and we truly appreciate your openness. We will do our best to help you resolve this matter as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Dear Blondie2026,

Thank you for your reply and for providing the previous details.

• Could you please provide the above-mentioned evidence?
• Additionally, could you share any further communication you had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or post your screenshots directly to the thread.

Thank you again for your cooperation.

Best regards,

Petra

Dear Blondie2026,

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 Petra,

Thank you for your response.

I have now forwarded all relevant evidence as requested.

This includes:

• My email to the casino in June 2025 clearly disclosing that I was experiencing problem gambling and raising concerns about my mental health

• Continued promotional emails and bonus offers sent to me after this disclosure

• Account activity showing multiple escalating deposits made in rapid succession

• Evidence that my account remained unverified until late March 2026

• Records of bonuses and cash rewards being added to my account despite my prior disclosure

Despite explicitly informing the casino of my vulnerability, they continued to target me with promotional material and incentives, which I believe directly contributed to continued and escalating gambling activity.

In addition, the account remained unverified for a prolonged period while substantial deposits were accepted. This raises serious concerns regarding compliance with responsible gambling and customer protection obligations.

Given these failures, I do not believe a goodwill gesture is sufficient. I am seeking a full refund of losses incurred as the operator failed to take appropriate action to protect a vulnerable customer and instead continued to encourage further spending.

Although the account has now been closed, I was only able to provide this evidence because I captured it beforehand. Otherwise, I would not have been able to demonstrate the extent of these issues.

Please confirm that this request for a full refund is being considered as part of my complaint.

Kind regards,

Dear Blondie2026

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 Kubo (jakub.m@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,

Petra

Thanks brilliant Petra thank you.

Dear Blondie2026,

It is a pleasure to virtually meet you. My name is Kubo, and I will be managing your complaint from this point forward.

If you have received any updates or new information since your last message, please feel free to share them with me.

In line with our standard procedure, I would like to invite a representative from Frumzi Casino to join this discussion. Their involvement will facilitate a smoother and more effective resolution of your case.

Dear Frumzi Casino,

Could you kindly provide a detailed explanation of this case? Specifically, I would appreciate insights into why the player’s account remained active, despite a clear statement regarding a gambling problem that was sent to the appropriate customer support email address on June 27, 2025.

Your thorough response is crucial for ensuring a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and prompt attention to this issue.

Best regards,

Kubo

Dear Kubo,

Thank you for your message and for taking over the management of my complaint.

At this stage, I have not received any meaningful resolution from Frumzi Casino. My position remains the same: despite a clear email being sent on 27 June 2025 stating that I had a gambling problem and requesting appropriate action, my account remained active and deposits continued to be accepted afterwards.

I would appreciate Frumzi Casino providing a full explanation of:

1. Why my account was not immediately restricted, suspended, or closed after my gambling problem was disclosed.
2. Why further deposits were accepted after that disclosure.
3. What safer gambling procedures were followed, if any.
4. Why no effective intervention took place despite the seriousness of the email.
5. Whether the support team escalated my message internally to the responsible gambling department.

I believe the casino failed to act responsibly after being made aware of a gambling issue. Due to this failure, I am requesting a full refund of all deposits accepted.

I am happy for Frumzi Casino to join the discussion and respond publicly.

Kind regards,

Blondie2026

Dear all,

thank you for contacting us.

We would like to kindly ask the customer to provide proof of requesting "Severe gambling problem" closure request. We have double checked and didn't find any mentioning of that via email to us at all. Such proof will allow us to investigate the case fully and deal with the issue.

Thank you in advance!

Best Regards,

Team Frumzi

Dear Team Frumzi,

Thank you for your response.

All evidence relating to my requests and disclosures was already provided via email to Petra, and I am confident this information has also been forwarded to Kubo from Casino Guru as part of the ongoing case review.

This included evidence showing that I disclosed severe gambling problems and requested intervention/account closure measures.

I would therefore ask that you please thoroughly re-check all correspondence and attachments already submitted before suggesting no evidence exists.

As previously stated, I am requesting a full refund due to the serious failures in responsible gambling intervention and account handling in this case.

I look forward to your response following a full internal review.

Dear Blondie2026,

I have carefully reviewed all the evidence you previously provided; however, unfortunately, much of it lacks the necessary context to properly assess the situation. Several screenshots appear incomplete and do not clearly demonstrate the timeline or content of the communication.

Based on the evidence available, you disclosed your gambling problem on June 27, 2025, but there does not appear to be any further communication regarding this matter afterward. You also referenced receiving promotional emails; however, there is no evidence showing any subsequent escalation or repeated request for account closure due to gambling-related concerns.

The only additional escalation evidence currently available is dated April 9, 2026 - specifically, the casino’s response confirming the closure of your account and their willingness to refund certain funds. However, even in this case, your original request or message leading to that response is missing from the evidence provided.

Could you please clarify how many escalation attempts you made in total and provide more structured and complete evidence for each attempt? Ideally, this should include full screenshots showing dates, email headers, message content, and any replies received. Feel free to send relevant information to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

Dear Kubo,

Thank you for your message.

I want to clarify that the evidence I provided does show the relevant timeline, including the disclosure of my gambling problem, the continued promotional messages, account balance/promotional activity, and the later refund reference.

The refund Frumzi refers to was only approximately €34/€38 of my own remaining account balance. It was not a meaningful refund or resolution of the deposits accepted after my gambling problem was disclosed.

The reason there was limited follow-up communication after my original disclosure is that Frumzi did not properly reply or intervene. I also have several further emails where I requested refunds and raised the same concerns, which were ignored or not properly dealt with.

I will forward everything again to you in a more structured format, including full screenshots with dates, email headers, message content, promotional emails, account activity, and the casino’s responses where available.

Respectfully, I feel my case may be being overlooked, as the key issue is not simply whether I repeatedly asked for closure, but that I clearly disclosed a gambling problem on 27 June 2025 and the casino failed to act appropriately afterwards. They continued to allow activity and continued sending promotional incentives.

Please carefully review all of the information again once I forward it, as I believe it demonstrates serious failures in responsible gambling handling.

Kind regards,

Blondie2026

Dear Blondie2026,

Let me clarify our position regarding self-exclusion-related complaints.

When handling these cases, we follow a consistent framework. Specifically, we believe that when a player submits a self-exclusion request and receives either no response or an irrelevant response from the casino, they should make a reasonable effort to ensure the request was properly delivered and acknowledged. Sending a single email may not always be sufficient, particularly in situations where such requests are processed manually and may unfortunately be overlooked.

Furthermore, if we were to accept a single unanswered request as the definitive starting point of the self-exclusion process, it could potentially open the door to abuse of the system. Players could submit one request and, if no reply is received, continue gambling without risk, expecting Casino Guru to later claim their eligibility for refunds. Unfortunately, this is not an approach we can support.

In your case, only one relevant piece of evidence has been provided - an email sent on June 27, 2025, at 20:56, in which you mentioned concerns regarding a severe gambling problem and requested that promotional communication stop. However, this message was sent as a reply to a promotional email received earlier that same day at 17:16.

Although the endpoint appears to belong to the casino’s official support, it is quite common for replies to marketing emails to be handled differently from direct support inquiries. As a result, your message may have been overlooked or may not have reached the appropriate department at all.

Unfortunately, no further attempts to contact the casino from your side have been documented between that date and April 9, 2026, when your account was closed immediately after your request. While you mentioned having additional emails, these have not yet been provided, and without them we are unable to proceed further with the case.

It has now been a week since you stated that you would send the remaining evidence, but I have not received anything so far. Nevertheless, I will extend the timer once more to give you additional time to provide the requested documentation.

Thank you for your understanding and cooperation.