The player from Spain reported issues with withdrawing money and receiving bonuses from the casino, having spent nearly 200 euros over four deposits without receiving the promised bonuses. Despite having a screenshot of the bonus that lacked specific terms, the casino demanded an additional deposit to receive it. The complaint was ultimately rejected due to the player's lack of response to the Complaints Team's inquiries, which prevented any further investigation or resolution.
Frumzi Casino - Player's winnings are delayed and bonus is not honored.
Amount: €200
Frumzi Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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1 month ago
Translation
They are scammers. They offer you bonuses to encourage you to deposit, but when you do deposit, they don't give them to you. I have spent nearly 200 euros over 4 deposits, and when I complain and make a claim, they tell me I have to deposit 75 euros to receive the bonus. I have a screenshot of the bonus, and it doesn't specify the amount. There are issues with withdrawing money. Please shut down this casino; it is not trustworthy. Additionally, it doesn't have a reliable license certificate. I will make a complaint wherever it's needed. They are thieves, and
Automatic translation:
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1 month ago
Dear sandracasabal,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with the casino.
In order to proceed with investigating your case, could you please clarify the following:
- Could you provide a screenshot of the bonus terms or any related correspondence with the casino regarding the bonus? My email address is petronela.k@casino.guru.
- Can you specify how you used the funds you deposited after you realized the bonus would not be granted? Did you attempt to withdraw any funds after that?
Your cooperation is crucial for us to properly mediate the issue and work towards a resolution. Without your input, we won't be able to proceed with the case.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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1 month ago
Dear sandracasabal,
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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1 month 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.
