The player from Spain had deposited 20 euros and won 134 euros. However, when they tried to withdraw the winnings, they were asked to deposit again and the funds disappeared from their account. The player also had trouble reaching customer service. After the player filed a complaint, the player informed us that the issue had already been resolved. Consequently, we marked the complaint as 'resolved' in our system.
Frumzi Casino - Player’s winnings confiscated from his account.
Amount: €134
Frumzi Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
Frumzi Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
Public
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8 months ago
Translation
I deposited 20 euros today, April 11th, and had winnings of 134 euros. However, when I tried to withdraw, I was asked to deposit first, something that has never happened to me before. Next, my winnings suddenly disappeared, leaving my account with 0 euros. I wasn't able to get through to customer service chat, and now they're telling me in a message to try again in 60 minutes - something else that has never happened before. I need an answer and I want my money. This seems like a scam, a rip-off, and incredibly dishonest. Toying with people and their money like this is despicable.
Automatic translation:
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8 months ago
Dear chsaez76cs,
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.
- Have you made any previous deposits in the casino?
- Have you activated a bonus?
- Is your account verified?
- Were you able to get in touch with casino support?
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
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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8 months ago
Translation
It's already solved, I don't need anything else.
Automatic translation:
Public
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8 months ago
Dear chsaez76cs,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
