The player from Germany had deposited €30 at Frumzi Casino, received a 200% bonus, and shortly afterwards discovered €78.25 was missing from her balance. After numerous support inquiries, she was informed that her bonus had expired, which she disputed due to the short time span involved. We had reached out to the casino on her behalf and they initially explained that she had activated a different bonus which had cancelled her previous one. The player denied this and accused the casino of fraud. After further investigation, the casino acknowledged a mistake in their initial response and agreed to re-credit the full bonus amount to the player, who confirmed that she had received the refund. The issue was successfully resolved.
Frumzi Casino - Player's deposit disappeared due to alleged expired bonus.
Amount: €78
Frumzi Casino
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
Hello, on 02/03/2024, I made a deposit of 30 Euros at Frumzi Casino and used a 200% bonus. Everything was fine; I had 90 Euros in my user account. I played for about 5 minutes then logged out because I had to catch a train. When I logged back in 5 minutes later, an amount of 78.25 Euros was missing. I contacted customer support and asked why my balance was zero and that I had just made a deposit 10 minutes ago. They just gave me the runaround. I must've contacted support about 100 times. Eventually, they told me my bonus had expired. I asked how it was possible that they offer a bonus that only lasts 5 minutes and stated that it's a scam. They really want me to believe that they offer bonuses that expire in 5 minutes and then the money is just gone. This is top-level fraud. I will never use them again and I intend to publicize this everywhere I can. Some people deposit higher amounts and need to be warned about this kind of scam. You might as well have thrown the money down the drain. You want some gaming fun and instead, you fall victim to such scammers. I strongly warn against this casino.
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9 months ago
Hello bergenina4,
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? How much % of the wagering was complete when the issue occur? Do I understand it correctly that your deposit has been confiscated as well? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
Yes, everything was confiscated. I deposited 200 percent at 10:51 a.m. And after exactly 30 minutes, with a balance of 78 euros, it was set to zero. I have no idea what was implemented. Because then that was gone.
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9 months ago
Hello bergenina4 and thank you for the information provided. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Translation
Thank you in advance for the support.mfg
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9 months ago
Hello bergenina4,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Frumzi Casino to join the conversation and contribute to the resolution of this complaint.
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9 months ago
Translation
Hello Peter, yes you are welcome to do so. Thank you
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9 months ago
Dear customer,
Thank you for reaching out!
We apologize if you were informed that your bonus expired. Upon investigation we see that you have activated a different bonus - the Weekly Reload bonus, that was available. We would like to refer you to the Terms and conditions of the bonus in question:
https://frumzi.com/en/promotions/weekend-reload
As stated in the article 15 thereof, the promotion cannot be combined with other bonuses. For this reason, as soon as the new bonus was activated, the previous bonus funds were canceled.
We hope this clarifies the case for you!
Sincerely,
Frumzi Administration
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9 months ago
Translation
No, I have not activated any other bonus. You are fraudsters, you give people a bonus that is active for 5 minutes and that is fraud. I have never activated two bonuses. But you have to come up with something, an excuse to get people cheat.First the bonus is said to have expired and now I should have activated two bonuses.People need to be warned about Frumzi and I will do that on every platform.People should donate their money rather than throw money down the throats of such scammers .I'll reach out to a few people who I can stop from depositing with you scammers
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9 months ago
Dear Frumzi Casino team,
Could you please send the player's log and their game history to my email address (peter.m@casino.guru)?
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9 months ago
Dear all,
We have investigated the matter again, and would like to confirm that the way the customer was initially informed was indeed correct. The credited bonus was a special offer received via email. Such offers have a shorter expiration date, always indicated in the email with the offer.
However, in order for us to resolve the case, we decided to re-credit the full bonus amount.
We hope this helps us bring the case to a mutually-acceptable resolution.
Sincerely,
Frumzi Casino
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9 months ago
Thank you Frumzi Casino team for the update.
Dear bergenina4,
Can you confirm that the bonus amount was refunded?
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9 months ago
Translation
Yes, I can confirm that and thank you for the clarification. Kind regards
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9 months ago
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, bergenina4, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Peter
