A player from Germany won and cleared a bonus at a casino. However, his last two bets using bonus funds, amounting to 44€ and 61€, were not paid out, despite being shown in the bet history. Support claimed the bets were made with bonus funds and the bonus was paid out. We were unable to assist as the issue pertained to sports betting rules, which fell outside our expertise. The player was directed to other websites for further assistance.
Frumzi Casino - Player's winnings from bonus funds have been confiscated.
Amount: €105
Frumzi Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
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4 months ago
Translation
Hello,
I played here for the first time yesterday and deposited 45€.
I won and eventually managed to clear the bonus. When the bonus was converted from bonus funds to real money, my last 2 bets made with bonus money were simply not paid out. I should have received 44€ and 61€ (all verifiable with screenshots). The winning bets are shown in the bet history, but not in the account history. Support's justification (quote): The bets were made with bonus funds and the bonus was paid out. But isn't the money still owed to me?!
Unbelievable, I thought this casino was reputable.
Automatic translation:
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3 months ago
Dear tiller522,
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.
- Could you please share the screenshot evidence of the winning bets not being acknowledged for real winnings?
- Could you please share the justification made by the casino?
- Send emails or chat transcripts and screenshots to my email at tomas@casino.guru, or post screenshots here
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
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3 months ago
Translation
Good day,
I have just sent you the screenshots and explanation via email, since I was unable to upload any pictures here.
Best regards
Automatic translation:
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3 months ago
Thanks for your email.
As you might know, our forum Casino.Guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting and sports-betting rules.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
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3 months ago
Thank you for your understanding. I will send you the list of suggested websites via email after closing this complaint.
Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
