The player from Germany had their account closed without explanation after being denied bonuses they had cleared and missed out on €200 cashback. They had deposited multiple times for promotions but never received the promised bonuses. We asked if any real funds were being held by the casino. Due to the player's lack of response, the complaint was rejected.
Frumzi Casino - Player’s account has been closed.
Amount: €200
Frumzi Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
Hello,
Without any reason, my account was simply closed. I have really played on many sites, but I have never experienced something like this. There are a lot of things wrong with this site. For one, I deposited several times because of great promotions like a 100% Casino Bonus or 100% Risk Free bet, and in the end, I am always told that the bonus team decided that I am not eligible for the bonus. I should have received €250 because I cleared two bonuses, but I didn't receive them. Additionally, I lost €800 this week, and therefore I should be entitled to €200 cashback on Monday, but my account was closed without any reason, even after multiple inquiries. It is a shame that Casinoguru advertises for this unreliable casino.
Automatic translation:
Public
Public
2 months ago
Dear tiller522,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
Could you please advise if any real funds are being held by the casino? If the casino paid out all the winnings and/or no active balance has been withheld, I’m afraid, there’s not much we can do for you.
Thank you for your reply.
Best regards,
Kristina
