Frumzi Casino - Player’s deposit is missing.

I MADE A DEPOSIT AND THE MONEY NEVER SHOWED UP. THEY TOOK IT NORMALLY AND NOW FOR A MONTH THEY'VE BEEN TELLING ME THAT THE FINANCE DEPARTMENT HAS BEEN INFORMED. I HAVE SPOKEN 4 TIMES AND THEY KEEP TELLING ME THE SAME STORIES.

Dear IAKOBOS,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Please forward your payment receipt to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Dear IAKOBOS,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I HAVE TALKED AGAIN AND THEY TOLD ME THE SAME STORIES AS BEFORE. THEY WORK FOR ME NORMALLY!!!!

Hello IAKOBOS,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi IAKOBOS,

Thank you for your payment receipt:

• Could you please advise if there were any developments already?
• Have you received your deposited funds?

Looking forward to hearing from you.

GOOD EVENING. THEY HAVE DONE NOTHING. IT HAS BEEN OVER A MONTH!!!! NOT EVEN AN EMAIL.

Hi IAKOBOS,

I'm sorry to learn that there hasn't been any progress since June. Could you kindly share your bank statement, highlighting the deposit? The statement should cover the period from the day of the deposit until now, providing evidence that the funds left your account without being refunded.

Thank you.

Hi IAKOBOS,

Could you please share your bank statement highlighting the deposit? The statement should cover the period from the day of the deposit until now, showing that the funds left your account and were not refunded.

Thank you.

DON'T GET BUSY AGAIN LEAVE THE CHILD. THANKS

Hi IAKOBOS,

I'm not sure what the last reply meant. Could you please forward your bank statement as requested earlier? Thank you.

THEY CREDITED MY CASINO ACCOUNT AFTER 1 MONTH!!!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, IAKOBOS, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru