The player from Germany deposited a total of 200€ into her casino account, but the funds were never credited. After opening a case with her credit card provider, the casino rejected the case, leading to a chargeback of 200€. Although the casino's support promised a resolution within 72 hours, there has been no response for five days.
Frumzi Casino - Player's funds are delayed, leading to a chargeback issue.
Amount: €200
Frumzi Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 3h 17m 57s
Case summary
20 hours ago
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1 week ago
Translation
I opened an account and deposited 100€ twice using my credit card. These amounts were never credited to my player account. So, I contacted support. They confirmed that the money never arrived. I then opened a case with my credit card provider and luckily submitted everything with screenshots. After four weeks, I received information from my provider that Frumzi had rejected the case, and therefore, the provider was charging me 200€. I contacted Frumzi's support again, and they said I would have the money in my account within 72 hours. That was five days ago, and now they aren't responding to me at all. No emails are being answered or anything else. I now have to pay 200€ for nothing. This is outright scamming. It's just outrageous.
Automatic translation:
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1 week ago
Dear jflo,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please forward me the communication between you and your payment provider, as well as you and the casino regarding your lost deposits? My email address is veronika.f@casino.guru.
Have you requested a chargeback of your $200 from your payment provider?
Have you made any successful deposits to this casino before?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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6 days ago
Translation
Hello, I sent all screenshots by email. I hope they arrived 🙂
was brand new to the casino. After the drama that my money had "disappeared", I had my account deleted immediately. That was too risky for me
Automatic translation:
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21 hours ago
Thank you for your emails. The casino customer support informed you that the money would be returned to your card in a few working days. Have you received the refunds of your deposits by any chance?
Also, could you please forward me the communication with your payment provider as well?
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20 hours ago
Translation
Hello, I haven't received any kind of refund yet. A few days ago, Frumzi finally wanted to know my bank details, but I haven't received any money yet. Not even on my credit card. I'll send you everything by email
Automatic translation:
Casino Guru is examining the case
