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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 < [email protected] > 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 <[email protected]> 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.

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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.