Frumzi Casino - Player is unsatisfied with casino's promotional offer handling.

I was sent and email on 17/02/2024 at 3am. Frumzi offered 200% bonus and 150 free spins if depositing through FunId I was to deposit min $30 and the offer was for 48 hours after receiving the email. on the 18/02/2024 at around 4pm i made my deposit. no bonus applied. Talked to customer service who informed me the offer had expired on 17/02 6am. less than 3 hours after the email was sent. I sent him screenshots of the email the t's and c's was still told no. This is false advertising at its best. I am sure they get a kickback from Funid - I would not have deposited at all if this was the offer it is flimsy at best. They should honour their offer or not offer it at all.

Dear HelzOT,

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. 

• Have you requested a refund of your deposited funds, or have you decided to continue playing with the funds you deposited?
• Has the casino offered any alternative bonus to you instead?

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

Best regards,

Tomas

i ended up playing my deposit as i could not withdraw without doing so. They offered me alternative 30% and 35 spins which I declined as the bonus i used according to my email was still valid.

and thanks for looking into this for me

I completely understand your frustration.

It's important to note that casinos are not obligated to provide bonuses. While it would be ideal if the casino could honor the bonus they offered you, we can't penalize the casino if no bonus was credited to your account.

If you encounter similar issues in the future, a refund may be a valid option as well.

Since you decided to play the funds, this option is no longer available.

Please let me know if there is anything else we might help you with, otherwise I'll close the complaint.

Dear HelzOT,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.