Frumzi Casino - Player’s account not closed despite request.

I send the Casino a request to close my account permanently cause of gambling issues at the 12th Dec 2023.(frumzi.pdf)

The Chat has no possibility for that(it's written on the website, that it has to be done by e-mail).

I received the answer for the opened ticket with ticket 11865312(frumzi.pdf)

I heard nothing from them and deposited 50€ again(gambling issues).(frumzi_deposits.jpg).

As you can see too(frumzi.pdf) I've written them on the 7th and 12th Jan 2024 again(Ticket 11865312 updated) and didn't get an answer since then too.

Please help:

First: The Account must be closed NOW

Second: I want the 50€ from the 22th Dec back.

Thank you very much for your help.

Best regards

Dear betzebub11,

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 attempted to contact casino live chat regarding your request? What was the result?
• Was your casino account verified?

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,

Same answer then my Problem with Revolution Casino from the Same company.

Copy &Paste:

No Problem.

I'm German and registrated as German.

A verification was and is not possible in the Profile.

Only If they ask for.

The first step was to Ask the Chat, but als written in the Terms of responsible gaming i have to send a Email.

Sadly i didn't have a Screenshot of it.

Best regards

Thank you very much, betzebub11, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello betzebub11,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Frumzi Casino,

Could you possibly provide additional information regarding the self exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Customer,

Thank you for contacting us.

We extend our sincere apologies for the delay in processing the closure of your account. We want to inform that your account has been successfully closed, and we will promptly initiate the refund of 50 EUR. 

Therefore, we kindly request you to send us your following bank details via email at support@frumzi756723.com:

• Full Name (please include all names including middle names)

• E-mail

• Bank Account’s Owner name

• IBAN

• BIC

• Bank Name

• Bank location (Country)

We appreciate your understanding in this matter and thank you for your patience. If you have any additional concerns or require further assistance, please don't hesitate to reach out. 

Warm regards,

Customer Support

Thank you Frumzi Casino for the response and for your responsible approach to this matter.

Dear betzebub11,

Please proceed according to the instructions provided by the casino and inform us here in the thread with any updates.

Hello,

done.

I will inform, when I've received the Money.

Thanks

Best regards

Hello,

Could be closed.

I received the Money and the Account ist closed.

Thanks for helping.

Without your Help they still wouldn't answer.

Best wishes

Dear betzebub11,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal, Casino.Guru