Frumzi Casino - Player's account closed with winnings unpaid.

don't know why my account was closed, I just ask for the deposit and my account is closed why.i have been waiting for a month for an answer why my account is being closed, only they replied to me in the chat because it is being checked.

That's what they say just to avoid paying out the money they won.

Hello marcelinaolichowska0,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Frumzi Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, I asked for a withdrawal of my winnings, I waited a week but they didn't ask for any documents, after a week I couldn't log in, I entered the chat and the casino told me that the account had been closed.I asked why they said I would receive an email, it's been a month and no answer.

Thank you marcelinaolichowska0 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.

Dear marcelinaolichowska0,

I am so sorry to hear about your problem. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Frumzi Casino representative to join this conversation and participate in resolving this complaint.

Dear Frumzi Casino,

Could you please comment and provide any supporting evidence to better understand the issue? My email address is petronela.k@casino.guru. 

Thank you in advance for providing the information.

Kind regards,

Petronela

Hello

Mein Konto wurde ohne Angabe von Gründen geschlossen. Ich habe lediglich eine Auszahlung beantragt und mein Konto wurde geschlossen

ma*****na.ol******ka@in****a.pl

Dear Petronela,

Thank you for contacting us.

We sent you an email with the evidence and details.

Looking forward to hearing from you.

Best Regards,

Frumzi

Thank you very much, Frumzi Casino Team, for the supporting evidence and your assistance.

Dear marcelinaolichowska0,

Regrettably, we have received supporting evidence from the casino indicating a serious breach of casino terms and conditions. Unfortunately, we are not authorized to disclose these evidences to you. However, I want to assure you that, based on the evidence provided, we have no choice but to reject your complaint at this time.

Could you please confirm whether you have already received a refund of your last deposit from Frumzi Casino?

If there is any additional information that I have overlooked, please let me know. However, I'm afraid I will be compelled to reject your complaint as unjustified. I wish I could offer more assistance. Thank you in advance for your understanding and response.

I didn't get any refund I had a very big winning there, but I don't know why casinos do this and close the account when you ask for a withdrawal of your winnings.it's not my fault that they open several casinos because I can guess why the account was closed but it's not my fault.it's just that Vinyl and Frumzi casino are the only ones I could have known from anywhere

Dear Frumzi Casino Team,

• We kindly request clarification regarding whether the player is eligible for a refund, and if so, has the refund been processed?

Thank you.

I haven't received my payment

Dear Customer,

Thank you for your email.

We kindly request you to provide us with your German bank details for the payment of your deposit. 

Thank you for understanding!

Best regards,

Customer Support

Dear Petronela,

We have been notified by the customer that they are based in the Netherlands and do not possess German bank account. We wish to clarify that the Netherlands falls under our excluded jurisdictions as per our terms and conditions 2.3. Residents of these excluded jurisdictions are not permitted to open accounts or deposit funds on our website. Consequently, the customer has used incorrect details to bypass our system and therefore, we cannot refund the last deposit of the customer.

Looking forward to hearing from you.

Best Regards,

Customer Support

I don't live in the Netherlands, I live in Germany, I have a bank account in the Netherlands because I work in the Netherlands, but my registered office is in Germany, what's the problem again?

this is my address in germany

but when I made the deposit, there was no problem as I had a Dutch account?

now the problem is that you have to withdraw your winnings, there is a problem

Dear Frumzi Casino Team,

There are no signs suggesting that the player is situated in the Netherlands or accessed your website from a restricted country.

• If they previously utilized a German address for registration and it has been verified before, could you please inform us if there are any alternative payment methods available for processing the refund?

Thank you.

Dear Customer,

In light of this situation, we kindly request you to create an account on Skrill or Neteller and provide us the screenshot of the page with e-wallet account details to process the refund of your last deposit.

Thank you for understanding!

Best Regards,

Customer Support

Hi marcelinaolichowska0,

Please follow the casino's instructions and keep me informed about any further developments.

Thank you very much, Frumzi Casino Team, for all your assistance.

Dear Petronela,

We didn't receive any information from the customer yet.

Best Regards,

Customer Support

Thank you, Frumzi Casino team, for your message.

Dear marcelinaolichowska0,

Please reach out to the casino and follow their instructions. Resolving this issue is now solely within your control now.

Thank you.

Dear marcelinaolichowska0,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.