HomeComplaintsFrumzi Casino - Player's winnings and coins are prevented from withdrawal.

Frumzi Casino - Player's winnings and coins are prevented from withdrawal.

Amount: €7,000

Frumzi Casino
Safety Index:High
Submitted: 24 Jan 2024 | Case closed : 15 Feb 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 months ago

The player from Greece had deposited €200 and won €7,000 but was unable to withdraw his winnings. His withdrawal requests had been constantly cancelled and after two months, all his winnings had been played out. He also had €105 worth of coins which the casino refused to cash out. The player had provided limited information and stopped responding to our inquiries. Despite our efforts to understand the situation and assist, we were forced to reject the complaint due to the player's lack of cooperation.

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3 months ago
Translation

I made a deposit of 200€ and won 7000€, but I was never able to make a withdrawal. My withdrawal requests were constantly being canceled, so two months later, all my winnings were played out. I also have 600 coins, equivalent to 105€ or 500 free spins, that they refuse to cash out for me. Don't waste your money on this casino.

Automatic translation:
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3 months ago

Dear gwgos21,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem and lost winnings. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

  • Could you please advise if your account has been fully verified? 
  • Have you been informed of the factors that prevented you from withdrawing your recent winnings, leading to them being subsequently played down and lost?

Please understand, that without verifying your account, you won’t be entitled to any future withdrawals. 

However, I believe we will be able to help you resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards, 

Petronela

 

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3 months ago
Translation

You mean that I have done identification with a thousand difficulties and after 1 month. They took 5 days for each document to be approved or rejected.

Automatic translation:
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3 months ago

Hi gwgos21,

I agree that the verifying process may be sometimes exhausting.

  • Could you please advise why you are not permitted to withdraw or use your loyalty coins?

Thank you.

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3 months ago
Translation

I don't know, it just gives me that

Automatic translation:
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3 months ago

Hi gwgos21,

  • Have you attempted to contact the casino directly to inquire about the issue preventing you from using your loyalty points? If there's any pertinent communication, please forward it to petronela.k@casino.guru.

Thank you.

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3 months ago

Dear gwgos21,

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.

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2 months ago

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.

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