Frumzi Casino - Player's withdrawal attempts have been canceled.

Last week, while playing the slots, I won and withdrew 2000 euros in four parts of 500 each because that was the only option available. They have paid out one of these withdrawals, but refuse to pay the other three, claiming that I canceled them. This is simply untrue and I have demonstrated this repeatedly. However, they continue to respond via email stating that those cancellations were credited back to my account and subsequently spent on games. Part of the problem is that their history shows these withdrawals as being canceled three times. However, I have explained that their system rejected the withdrawals, not me canceling them. It's unclear why their system labels a rejection as a cancellation. Also, the withdrawal history does not align with my records. I have email confirmations of all the withdrawals, yet on their system, only one withdrawal - the one they paid - appears. Despite my screenshots clearly proving these withdrawals, they refuse to pay. For example, one of the supposed cancellations in their game history from that day shows that my balance at 19:27:40 was 2425.39. The next record in their history at 19:31:40 shows a balance of 1422.39. If we add the 3 euros from the next spin, it totals 1425.39 - exactly a decrease by 500 euros because that's when I made the withdrawal. They insist that I canceled at this point, the amount was credited back, and I played it. But logically, if I had canceled, my balance wouldn't be 500 euros less, it would be 500 euros more, i.e., 2925.39. These inconsistencies occur in each of the three withdrawals that were rejected until I finally managed to process them. In all three cases, I have sent screenshots clearly showing a reduction of exactly 500 euros. Despite this, their only response is that the money was paid and played. Their unwillingness to rectify the issue leads me to believe that they have no intention of paying what is owed, despite all the evidence and explanations I have provided. This all happened on the 23rd and 24th of this month, April.

Dear Pacoclavel,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please send me your entire gaming history from April 23. The gaming history should be in Excel format showing your bets, wins, losses, and balance. You can request it directly from the casino, and then please forward it to me. My email address is veronika.l@casino.guru.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Hello Verónica, first of all, I will appreciate the help in advance, thank you very much.

And now that I don't have any problem giving you what you asked me for, but how do I download it??? There in the history there is no tab or anything to be able to download. Thank you

You should write an email to the casino requesting the gaming history in Excel format and they will send it to you.

I have already requested it in writing by email and I have not received a response. I sent you a copy of what I sent them to your email. To the email that you told me yours, there you have it. Thank you

The screenshots indicate that your withdrawal requests were canceled. Regardless of whether they were canceled by you or the casino, the cancellation implies that the funds were returned to your gaming account. Certain casinos have a policy allowing only one pending withdrawal request at a time.

Have you not observed that 1500 euros were added to your casino account and subsequently used for playing?

If you have any communication with customer support that might be pertinent to our investigation, please forward it to me. My email address is veronika.l@casino.guru.

As the captures indicate that the withdrawals were canceled. Why do you say that??? Where do you see in my account or in the screenshots that this has been canceled and the money returned to my account. Please do you think I would be stirring up all this if I had been paid my money. Tell me why and where you see that the money, the withdrawals were cancelled, what do you base on saying that the withdrawals were canceled due to the seizures. When what is clearly seen from the screenshots is that I made a withdrawal. Please

Come on, with the answer you just gave, I see that you are not going to do anything either.

I'm sorry but since you are unable to provide us with any additional evidence, we are unable to assist you any further. 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 any issues with this or any other casino in the future.