The player from Finland used casino coins to buy 5 euros of bonus money with a 40x wagering requirement and won 1,700 euros after meeting it. However, all her winnings except 20 euros were confiscated without clear communication. We found that the casino's terms and conditions included restrictions on maximum cashout for bonus money, which the player did not notice. The complaint was consequently rejected.
Frumzi Casino - Player’s winnings have been confiscated.
Amount: €1,700
Frumzi Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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3 months ago
Translation
Hello. At this casino, you can collect coins from playing and depositing, which you can then use to buy bonus money. I bought 5 euros worth of bonus money. The wagering requirement was 40x. I happened to win 1,700 euros after meeting the wagering requirements. However, all my money disappeared from my gaming account; I was only allowed to keep 20 euros, which is 4x the 5 euros. This is not right. Nowhere was it clearly communicated that my winnings would be taken. It came as a complete surprise. I want my money back. I am disappointed.
Automatic translation:
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3 months ago
Dear lellu3,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Frumzi Casino. I checked the casino rules and I found this:
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
If there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Tomas
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3 months ago
Translation
So apparently I can't do anything about it.. There is a screenshot where all the money was taken and I only got to keep that 5×5e. You should really read that when taking the bonus that there is a maximum amount of money you can keep.
Automatic translation:
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3 months ago
I am genuinely sorry for the situation.
Most of the free bonuses carry several limitations in online casinos such as maximum cashout, maximum bet restriction, or restriction on which games can be played with the promotional money.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
