Frumzi Casino - Player’s account closed with outstanding withdrawals.

I haven't received my withdrawal.

They've restricted me so that I can only withdraw in 500 euro increments.

I had over 3000 euros in the account.

I can't stop playing and now I'm left with just 1557.

This is definitely gambling addiction. I have relapsed again.

They delay payments so that you keep playing.

I've chatted with them for a resolution, but they've closed my account.

But my withdrawals haven't come through.

Dear janquel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise when exactly you requested the withdrawal?
• Do I understand correctly that you still had €1,557 in your casino account when it was closed?
• When was your account closed?

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,

Kristina

On Saturday, May 25, I was making the withdrawal and it wouldn't let me. I contacted customer service and they told me that I was bronze, I could only make a withdrawal of 500 every 24 hours, if there are three you already have to stop for them to process it. Well That's how I did it, I made a withdrawal of 500 on the 25th, May 26th and 27th. They told me via chat that they process it at most in three business days. I contact them and they say that there is a queue and it has not been processed.

Withdrawals remain unprocessed and can be cancelled.

Last night I won several high prizes and I got another 1,500 euros that I couldn't withdraw, of course it was occupied by the three previous withdrawals.

I already notice that I can't stop playing and increasingly higher amounts of which the 1450 euros are gone soon.

This morning I contact customer service regarding my behavior and tell them about the withdrawals and it's in line and they tell me again.

I tell customer service what is happening to me, that I feel like rejecting withdrawals because of the anxiety I had. Customer service takes its time and tells me that seeing the problem, it can close my account and not to worry. that finance is in charge of payments even if the account is closed.

I send you a screenshot of the deadlines they set to process withdrawals in the chat (they have not been met)

I am sending you screenshots of the three withdrawals of 500 euros.

And it takes into account 57 euros

I'm sending you a screenshot of all open chats with customer service.

And my two incomes of 200 and 500 euros.

I don't know the logic of delaying withdrawals so much, but the addicted person is gambling as long as there is money.

I hope you can help me.

On Friday I receive an email that the three withdrawals have been returned to me.

I contact customer service and they ask me to give them my account number and my information and to continue waiting for my withdrawal to be processed in three business days, on Saturday and Sunday they get in the way.

I send the email.

Thank you for your reply, janquel. Could you please clarify if you currently have access to your casino account?

Additionally, I have not received any screenshots from you. Please forward everything to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I don't have access to my account.

I have sent you all chat.

Lies over and over again.

Thank you very much, janquel, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you

After a million messages it was finally resolved.

One day in the chat and another day.

After a million messages it was resolved.

Thank goodness it was a small amount.

He did not advise anyone.

What great news, janquel!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru