The player from Germany had triggered a bonus round in Monopoly Big Baller but did not receive her winnings. After reporting the issue to support, she faced a frustrating lack of communication and repeated requests for information, with no resolution after a week. The Complaints Team had attempted to assist by reaching out to the casino for clarification and requesting the player's game history. However, due to the player's lack of response to the team's inquiries, the complaint was ultimately rejected.
Frumzi Casino - Player’s winnings are delayed due to technical issues.
Amount: €81
Frumzi Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
3 weeks ago
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2 months ago
Translation
On 09/27/24, I played the game Monopoly Big Baller at the casino. By luck, I triggered the bonus round with 5 rolls. However, when the round ended, the winnings were not credited to my account. I immediately contacted the game’s support, and they mentioned there was a technical error and provided me with a ticket. After 3 days, I inquired at Frumzi about the status of the ticket. Since then, it has been a nightmare. They confirmed the ticket was received but mentioned my player number was missing. I searched through my records, found the number, and sent it. Then, they asked for the date and time, which I provided as well. I was told to wait for an email from the relevant department. After another 2 days with no email, I reached out to the chat again. This time, they claimed I hadn't sent the correct bet ID. I checked the history and found two IDs that matched the time and stake. Again, the same response: the responsible department would contact me shortly via email. I've been waiting for a week now. Every time it's the same blah blah, claiming they are trying to resolve it quickly. It's frustrating; why even have these tickets? It seems like they're hoping the customer will get tired of asking. I'm very disappointed. I've been playing at this casino for some time without any issues until now.
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2 months ago
Dear VaniGeo5,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Could you please forward any relevant communication along with your game history in Excel format to dominika.l@casino.guru? Please advise us of the exact time of the incident.
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,
Dominika
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2 months ago
Translation
So it was on 27.09.24 utc 21:34:35 which was also my player number. I'll be happy to send you anything relevant. From the ticket for the technical problem to the betting id frumzi
Frumzi bet on two because I can only guess which one it was because the win was not registered
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2 months ago
Dear VaniGeo5, have you requested your game history in Excel format from the casino?
Has the casino reached out to you via email as promised?
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2 months ago
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Hello, no, still no news on request, still the same bla bla, in a short time, as soon as possible via email, nothing is happening. I am constantly in this support chat and just can't get any further
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2 months ago
Thank you very much, VaniGeo5, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
Dear VaniGeo5,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Frumzi Casino representative to join this conversation.
Dear Frumzi Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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2 months ago
Dear all,
Thank you for your patience.
Kindly note that we are checking the issue with relevant department and would get back to you as soon as there is any news
Best Regards
FrumziCasino Team
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2 months ago
Translation
So yes, I have been waiting since 9/27/24 for a legitimate win which was not credited or registered for technical reasons. And now I am really angry. They are claiming I have not won anything even though I received a ticket about this technical error. Then 5 days ago I was told that there were 5 other players with a similar problem and that they would have to investigate thoroughly what the cause was. OK, today when I asked how long they wouldn't make me wait, support told me that according to the department's update, no winnings could be determined. 🤬I received a ticket from the game Monopoly. I sent a screenshot of it. It is not registered in my game history, just my stake, and I can only guess which bet ID it was. There's no way, what a dubious casino. My partner was sitting next to me when it all happened. We were so happy and then the winnings were not credited. I wrote to support for the Monopoly game who replied very quickly: there was a technical error and I will receive a ticket.
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2 months ago
Translation
I really feel like I've been ripped off. I have a ticket that proves that it was a technical error on your site. Not my fault. I won legally on the 5 rolls with a 40 cent bet on this bonus round.
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2 months ago
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So I asked again, this time another man in the chat said there was nothing new. And I should stay calm, I'm really desperate
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2 months ago
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Hello Chris from frumzi support
I don't know which ID because it wasn't registered in my game history. I already sent you two that would be possible according to the day, time and bet. The error is obviously yours because I received a ticket for the unregistered win. The screenshot is also available
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2 months ago
Dear VaniGeo5,
Kindly be informed that your request has been checked by relevant department with all the information provided by you and no missing win was found in the provided round ID you had given and game you refer to.
Best Regards
Frumzi Team
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2 months ago
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That's not possible, I feel like I'm being ripped off here. I also got a ticket and the corresponding player number where the winnings are registered, you really want to rip me off
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2 months ago
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I won legally at Monopoly Big Baller. I'm not asking for anything that isn't true. I have witnesses who can confirm this. I immediately sought help from Monopoly support because the winnings weren't credited to my account. It was a technical error and I got the ticket for exactly this error. I want my winnings. I've also been requesting the entire game history by email for two weeks. I haven't received anything to date. I'm asking for clarification, for a fair clarification because this winnings exist. Or do you think I'm fighting here for fun? No.
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2 months ago
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As I said, nothing was registered, but I received the ticket and you can see the player number with the winnings, so I'm really mad
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1 month ago
Dear VaniGeo5,
Could you please send me the mentioned ticket regarding technical error?
You can either upload it here, or send it to miroslava.d@casino.guru .
Thank you.
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1 month ago
Dear Frumzi Casino,
Please send me player's game history to miroslava.d@casino.guru for further investigation.
Thank you.
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1 month ago
Dear Mirka,
Thank you for your patience.
Kindly be informed that evidence that the round is lost was sent to your email.
Best Regards
Frumzi Team
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1 month ago
Dear VaniGeo5,
I've received screenshots that imply, that there was no win on rounds around that time.
However, you have the right to obtain a full game history in Excel, to check it further. Do I understand it correctly, that you still haven't received the game history in excel?
Thank you for your cooperation.
