The player from Spain had had an issue with a bonus offer at an online casino. After depositing €50 and using a 100% deposit match worth €50, his casino balance had dropped to zero. This had indicated that the bonus had expired during his play, despite there being no specified expiration date for bonus use. The player had communicated with the casino through chat and sent screenshots to the Complaints Team. The casino had not initially responded to the complaint, but eventually re-credited the €50 bonus back to the player's account as a goodwill gesture. The player had accepted this resolution and the complaint had been marked as 'resolved'.
Frumzi Casino - Player's bonus funds got confiscated.
Amount: €100
Frumzi Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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9 months ago
Translation
Well, it's quite simple to explain. I received an SMS with a bonus from this casino, which I duly claimed on the last day that the offer was valid. After depositing 50 euros, I began to play. The offer was for a 100% deposit match, requiring a 30x wager. I had around 100 euros after about 30 minutes of play... suddenly, my balance dropped to zero, and I was informed that the bonus had expired. Excuse me? While the offer validity period may have expired, there was no mentioned expiration on gameplay or wagering. Yet, my funds were withdrawn, just like that. It feels like a scam. They argue that since the offer validity was expiring, if you claim it one minute beforehand, they can simply take your money, even though this rule is nowhere to be found. I’m attaching a screenshot showing today's deposit and the activation of the bonus.
Automatic translation:
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9 months ago
Dear golfo94esp,
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 post here or forward me the SMS with the bonus you activated?
- Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
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
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9 months ago
Translation
I have sent you an email with screenshots, if you need more, do not hesitate to ask for it, even if you want to have an online remote desktop conversation to find out the details. Thank you
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9 months ago
Thank you for your reply, golfo94esp. Could you please advise which games you focused on while playing with this bonus - slots, live casino, sports betting, etc.?
Additionally, I have not received any emails with communication between you and the casino. Please forward it as soon as possible, so that we can proceed with this complaint.
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9 months ago
Translation
Good afternoon again. Communication with the casino was through chat. There was no communication by mail. If because of this error you have to close the complaint, do so and I will tell you sincerely. The same reason I told you and it is in the email I sent you (which I don't know if you received) that the financial amount was withdrawn 30 minutes after starting the bonus, something unprecedented, at least for me. You cannot offer a 50x bonus with 30 minutes. When I acquire it I understand that the remaining bonus time is to use it, not to fulfill the wager. Normally it is 48 hours at least. If you have not received my emails, tell me and we will establish another communication and shipping system. But I repeat, if the fact of not having spoken by email with the casino since the chat made it very clear to me what was happening is an error for which I should withdraw my complaint, then tell me and that's it, although I may or may not agree . Thank you anyway for your interest and I sincerely hope to continue with the complaint because other players could fall into this error or "trap" of accessing a bonus with a literally impossible time to meet the wager.
Automatic translation:
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9 months ago
Thank you very much, golfo94esp, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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.
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9 months ago
Hello golfo94esp,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Frumzi Casino to join the conversation and participate in the resolution of this complaint.
Dear Frumzi Casino,
Can you please provide further insight into why the player's bonus has expired in such a short amount of time?
Kind regards,
Adam
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9 months ago
Hello golfo94esp,
There has been no response from the casino so far, I will contact them once more. In the meantime, please let us know of any developments.
We would like to ask Frumzi Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.
Kind regards,
Adam
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8 months ago
Dear all,
Thank you for reaching out!
We would like to inform you that the Terms and conditions of the bonus include the expiration date of the bonus.
However, as a sign of goodwill we have re-credited the 50 EUR bonus back to the customer's account.
We hope this helps us resolve the matter.
Sincerely,
Frumzi administration
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8 months ago
Thank you for your response, Frumzi Casino.
Dear golfo94esp,
Please respond and confirm if we can now consider the matter to be resolved.
Kind regards,
Adam
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8 months ago
Translation
Well, it is not my intention to keep this contentious because I am not one of those stories. If the casino becomes aware that it should not offer a bonus that ends in minutes (which was my only intention) I can close the complaint as it turns out. Thanks to Casino Guru, as always for coming forward, and in this case to Frumzi because I am sure that together we will have reached a positive conclusion for the user. Good afternoon and sorry for any inconvenience this may have caused.
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8 months ago
Hello golfo94esp,
Thank you for your comments. I'm glad to hear that you consider 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,
Adam
