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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