Frumzi Casino - Player's account closure request is ignored.

Hello Casino Guru Team.

I am writing to inform you of, of what in my opinion, is gross neglect on behalf of Frumzi casino (https://frumzi756723.com/en/)

At the beginning of November, I attempted to close my account. I was told that because I was a VIP player, VIP support needed to do this and I would be emailed. So, I waited a few days and nothing. I then contacted them 5 times over an 8 day period in order to cancel my account fully, each time told the same thing -- I would be emailed and that I'm a priority case.

Eventually, I told the last person I chatted with there that I had a gambling problem and this is harmful to me and my family. Still, he probed for more information until finally the site logged me out and I can no longer login.

UNFORTUNATELY, they keep sending me SMS's with bonus information. I even received an automated phone call from them offering me free spins and bonus money.

What type of sick joke is this? I have the screenshots of the sms's still on my phone. I made it VERY CLEAR via chat with these people that I want my account closed, no phone calls, no emails, no SMS's nothing. No contact. But, they cannot help them selves. They continue to send this.

So, what did I try to do? I went to their website to see if I can speak to someone to get them to fully cancel everything but guess what? there is no ability whilst logged out to chat to anyone. Those buttons for "help centre" don't work when not logged in. You click it, and nothing happens. Furthermore if I attempt to login with my credentials, it gives me a link to contact them but this link also doesn't work.

Dear djkarl,

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. 

• Could you please share your communication with the casino supporting your claims? (informing the casino of the harm, your attempts to contact them etc.)
• Could you please explain what the disputed amount of 500€ represents in this situation?
• Have you tried unsubscribing from all marketing communication by contacting the casino at support@frumzi.com as well?
• Please submit the information to my email at tomas@casino.guru or share screenshots in the complaint thread directly.

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

Hi Tomas,

I have asked them via email today, to please supply all of the chat transcripts for November.

I will return back to you once I have these.

Best regards.

Dear djkarl,

Is there any supporting evidence you might share since your last post?

Please let me know about any updates.

Hi Tomas,

Unfortunately I am getting no-where with them. I have supporting evidence on my phone in relation to the messages and the phone call, however, I wanted to bundle them all together with the chat transcripts. However, they still have not answered my email.

I got an initial reply to my email saying they had forwarded it to the relevant team, but nothing further.

Perhaps you have a contact there that can speed up my request for the chat transcripts that I requested for November relating to my account?

Best regards,

Dear djkarl,

Thanks for the update,

• Could you please explain what the disputed amount of €500 represents in your complaint against the casino?
• Have you stopped receiving the marketing communication since the complaint began?
• Could you please provide a more accurate timeline of events? When was your account blocked? When did you receive the marketing communication from the casino?

Please understand we require evidence to confront the casino.

Kindly supply it to my email at tomas@casino.guru