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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.

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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