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I am filing this complaint against FragaBet for the wrongful confiscation of ARS 360,000. After fulfilling all the terms of the '100 Frispin' promotion, the casino refuses to credit the funds. I have attached evidence from my account history where the bonus is listed as 'Completed'. The platform alleges a supposed infraction by canceling a secondary bonus, but this action occurred after the main bonus had expired. The casino has not provided any audit records to support its decision, acting arbitrarily and contrary to the transparency required by its license.

Fraga < fraga-55e1f0583757@fraga.intercom-mail.com > wrote:

We understand your concern ❤️

During gameplay and upon meeting the bonus wagering requirements, you will see the amount increase in your account. However, it is important to note that the displayed balance includes both your real money and bonus funds.

When you complete the bonus wagering requirements, the system will automatically apply the bonus program conditions.

According to the rules, only the maximum profit limit set for this bonus (maximum profit) will be transferred to your account.

Any amount earned above the set limit is considered a bonus and, since it is not eligible for withdrawal, is deducted after the account is adjusted.

This is a standard procedure in all bonus systems: the amount you see during gameplay can be much higher than the amount available for withdrawal once the wagering requirements have been met.

If you wish, we would be happy to explain the specific details of the bonus that has been awarded to you.

Presento esta queja contra FragaBet por la confiscación indebida de 360.000 ARS. Tras cumplir con todos los términos de la promoción '100 Frispin', el casino se niega a acreditar los fondos. Adjunto evidencia de mi historial de cuenta donde el bono figura en estado 'Completado'. La plataforma alega una supuesta infracción al cancelar un bono secundario, pero dicha acción fue posterior a la finalización del bono principal. El casino no ha presentado registros de auditoría que respalden su decisión, actuando de forma arbitraria y en contra de la transparencia que su licencia exige."

Fraga <fraga-55e1f0583757@fraga.intercom-mail.com> escribió:

Entendemos su preocupación ❤️

Durante el juego y al cumplir los requisitos de apuesta del bono, puede ver el monto que aumenta en su cuenta. Sin embargo, es importante tener en cuenta que el saldo mostrado incluye tanto su dinero real como los fondos del bono.

Cuando complete los requisitos de apuesta del bono, el sistema aplicará automáticamente las condiciones del programa de bonificación.

Según las reglas, solo se transferirá a su cuenta el límite máximo de ganancia establecido para este bono (ganancia máxima).

Cualquier monto obtenido por encima del límite establecido se considera bono y, al no ser elegible para retiro, se deduce después del ajuste de la cuenta.

Este es un procedimiento estándar en todos los sistemas de bonos: la cantidad que ve durante el juego puede ser mucho mayor que la cantidad disponible para retiro una vez cumplidos los requisitos de apuesta.

Si lo desea, estaremos encantados de explicarle los detalles específicos del bono que se le ha otorgado.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience at Fragabet Casino. Do I understand it correctly that you have accumulated your winnings from Sign-up Free Spins?

I would like to emphasize that according to our Fair Gambling Codex, 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. 

Could you please attach a link to the specific promotion you have played with?  

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, 

Attila G.

I can't believe what they told me! They said the money wasn't credited to my account because I had another active account, so I canceled it. After that, they told me I'd also lost the other bonus I completed, which was worth approximately $360,000. Fragabet has two versions now: before, it was because I canceled the bonus, and now this? They simply don't want to pay! I did everything right: I activated the bonus before depositing, completed the rollover, and then I just received automated replies saying I had canceled the bonus, even after showing them a picture of the canceled bonus and the completed one. I don't understand anything.

No puedo creer lo que pusieron a mí me dijeron que no se me acreditaba el dinero porque tenía otro activo así que lo cancele y después de eso me dijeron que había perdido el otro bono también el que complete por un monto aproximado de $ 360.000 Fragabet tiene dos versiones ahora, antes era que porque cancele el bono y ahora esto? Simplemente no quieren pagar! Yo hice las cosas bien active el bono antes de depositar complete el rellover y después solo fueron tespu stas automáticas diciendo que yo había cancelado el bono mostrándoles una foto donde estaba el bono cancelado y él completado. No entiendo nada

Hello Casino Guru team, do you need any additional documents?

Hola gente de Casino Gurú ustedes están necesitando algún documento más?

Hi, I just wanted to know if there are any updates on the case. Thank you very much.

Hola solo quería saber si tienen alguna novedad sobre el caso. Muchas gracias

They asked me for the link, I think it's this one.

https://fraga-ar1.com/es/promo/history/freespin/91c5e432-c174-40a3-904f-12ac5da10af4

Me pidieron el link creo que es este

https://fraga-ar1.com/es/promo/history/freespin/91c5e432-c174-40a3-904f-12ac5da10af4

Sorry, they asked me for the link to the cancelled voucher

https://fraga-ar1.com/es/promo/history/freespin/91c5e432-c174-40a3-904f-12ac5da10af4

Perdón me pidieron el link del bono cancelado

https://fraga-ar1.com/es/promo/history/freespin/91c5e432-c174-40a3-904f-12ac5da10af4

Dear player, thank you for your response. Do I understand correctly that you have had multiple accounts open at Fragabet Casino?

Thank you for your patience and cooperation.

Hello, good day. I only have one account and I'm taking this opportunity to ask what stage my case is at.

Thank you so much

Hola buen día solo tengo una cuenta y aprovecho a preguntarles en qué estadio se encuentra mi caso

Muchas gracias

Dear 111341370,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Very kind

Muy amable

Hello there,

Thank you 111341370 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Fragabet Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

The issue is that if I completed the reload, I was supposed to receive a certain amount of money, but when I inquired, they gave me a thousand excuses. First, they said the issue had been escalated, then they said I had to complete another level, and finally, they gave me the answer written here. All I know is that they have to pay me that amount, according to what was discussed in the chat with a representative. Thank you very much.

El tema es que si yo completa el rellover me tenían que acreditar cierta cantidad de dinero pero cuando lo reclame me pudieron mil excusas, primero me dijeron que habían escalado el tema, luego me dijeron que tenía que completar otro nivel y por último lo que está escrito por ellos acá. Solo sé que me tienen que pagar esa suma según lo hablado por chat con un representante. Muchas gracias

Thank you for your feedback! We have reviewed the transaction related to your Free Spins (FS) bonus and can provide the following clarification.

After using the free spins, you won ARS 9037.50. After successfully completing the bonus wagering requirements, your bonus account balance was ARS 24,453.50.

However, according to the wagering requirements of this bonus, the maximum withdrawal limit (payout limit) is restricted to 1x (one time) the initial bonus amount. This means that the maximum amount I could convert to real money from this bonus was equal to the initial amount won, i.e., ARS 9037.50.

Therefore, the remaining amount exceeding this limit was voided in accordance with the bonus rules. This is a standard condition designed to limit the maximum possible winnings from bonus funds.

You mention the amount of 360,000 ARS. We would like to clarify that, during the bonus wagering process, the progress bar displayed the amount of 316,312 ARS, which corresponds to the amount that had to be wagered (i.e., the result of multiplying the bonus by the wagering requirement, according to the standard conditions of any bonus).

Our website and progress bar do not indicate at any point that this amount will be credited as profit. We sincerely regret this misunderstanding.

¡Gracias por su comentario! Hemos revisado la transacción relacionada con su bono de giros gratis (FS) y podemos brindarle la siguiente aclaración.

Después de utilizar los giros gratis, usted ganó 9037,50 ARS. Tras completar con éxito los requisitos de apuesta del bono, el saldo en su cuenta de bono fue de 24.453,50 ARS.

No obstante, de acuerdo con las condiciones de apuesta de este bono, el límite máximo de retiro (límite de pago / payout) está restringido a 1x (una vez) el monto inicial del bono. Esto significa que la cantidad máxima que podía convertir en dinero real a partir de este bono era igual al monto inicial ganado, es decir, 9037,50 ARS.

Por lo tanto, el importe restante que superaba este límite fue anulado conforme a las reglas del bono. Esta es una condición estándar destinada a limitar la ganancia máxima posible obtenida a partir de fondos de bonificación.

Usted menciona el importe de 360.000 ARS. Nos gustaría aclarar que, durante el proceso de apuesta del bono, en la barra de progreso se mostraba el importe de 316.312 ARS, el cual corresponde al monto que debía apostarse (es decir, el resultado de multiplicar el bono por el wagering, según las condiciones estándar de cualquier bono).

En nuestro sitio web y en la barra de progreso no se indica en ningún momento que dicho importe vaya a acreditarse como ganancia. Lamentamos sinceramente que se haya producido este malentendido.

I disagree; you're making it confusing so customers "fall into the trap." Besides, you don't have a solid argument. First, you told me what you just wrote, and then you said I had cancelled the bonus—documents that were sent to your email and to Guru Casino. The truth is, this whole thing is unprofessional.

No estoy de acuerdo ustedes lo hacen confuso para que los clientes "caigan en la trampa" además no tienen un argumento sostenible primero me dijeron esto que acaban de escribir y luego que yo había anulado el bono documentos que fueron enviados a su correo y al casino Gurú. zLa verdad es que es poco serio todo esto.

Thank you for your clarification, Fragabet Casino representative.

Dear 111341370, regarding bonuses, it is important to note that the casino sets the rules as they deem appropriate since these are promotional funds provided to the player as a benefit. I understand your frustration, and I want to assure you that the casino's actions align with their established terms and conditions. We sincerely apologize for any misunderstanding that may have occurred in this situation. We encourage you to review the bonus terms and conditions thoroughly before participating in any promotions.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Peter