Frumzi Casino - Player’s promised bonus is missing.

They took a 100% deposit bonus of 20 euros from me, plus 240 free spins. Their excuse, as I was able to communicate with them

after approximately 28 hours, is that the bonus doesn't exist in my account because 24 hours have passed. However, within these 24 hours, I kept logging in from time to time to see if I had received the bonuses because I thought, "OK, maybe they're delayed." Moreover, the live chat from my mobile wouldn't open. Eventually, I opened it from the computer, and they told me I had received the bonuses, but they no longer exist. Meanwhile, I swear that I received nothing and they can check this in the history of the account. Still, they refused. They're calling me a liar.

Dear apergisni,

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. 

• Do I understand correctly the story of the casino is that the bonus was credited, but after 24 it expired on your account?
• Do you have any deposited funds untouched still on your account balance?
• Could you please share which promotion you activated? post a screenshot of the promotion and its rules, or post a link to the promotion.

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

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 joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Thanks for answering Tomas... First of all the bonuses never added in my account.... i recieve the 4 mails about every bonus 1 second after my deposit... I check the account and i has just my 20 euro deposit... so i play my 20 euros that i deposit and after i waiting for bonus.... i check it again and again ... at the profil at "my bonus" page had 0 active bonus.... So i try to contact them but i cant open live chat from mobile... so i let it and just check for the bonus in my account every some hours... At the finish of 24 hours and when i havent yet receive any bonus i open from my pc the live chat and start telling them what has happen.... Then they told me i took the bonus or i lose it cuz there passed 24 hours... but i am sure they can check if i took them or not from the database or something like that

there was 2 more guys i talk first and didnt help me... i havent screenshots from them... cuz i believe they will help me at the start something didnt happen

Can you access your bonus history in your casino account? Can you please share a screenshot from the relevant period?

Share the screenshots here or send the information to my email at tomas@casino.guru

This is from the 1st of December 2023 until today … the history of bonuses … u can see clearly that there is only a bonus at 3 of December …. But we don’t talk about that day … but for many days after

I am sorry but if you decided to play your deposited funds it might be technically impossible to credit you a bonus. In such situations, it's best to not wager your funds and ask the casino either to credit the bonus or to request a refund. Since the funds are lost none of these options are valid now.

Please understand we can't penalize the casino if they don't credit you with a bonus. I apologize for the disappointing response.

Please let me know if there is anything else I overlooked, otherwise I'll close the complaint.

Look, I don't mind the 20 euros they didn't even charge me for the bonuses... it's just a shame and unacceptable and it's good that people know what's going on...

i don't have any problem you can't help further thank you very much for your time!!

Dear apergisni,

The complaint will stay public after closure. Since we cannot penalize casinos for what happened to you, the complaint will be marked as rejected. Thanks for your understanding.

Even though we couldn't help you on this occasion, please do not hesitate to contact us if you run into issues with any online casino in the future.