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Ladies and Gentlemen

I hereby expressly draw your attention to the following:

On August 1, 2025, I requested the permanent closure of my player account through your system due to gambling addiction. On that day—and again on August 5, 2025—I also expressly objected to any form of advertising and requested that you immediately cease sending me such messages.

Despite these unambiguous messages, my account was not blocked, and I continued to receive advertisements and access to the game. I also tried to contact customer service several times via live chat. I received no assistance there, which also violates applicable player protection obligations.

These actions constitute a clear violation of your Curacao eGaming license conditions (OGL/2023/155/0098) as well as your own responsible gaming policies. Especially in cases of gambling addiction, an immediate ban is mandatory, which you have violated.

I therefore hereby request that you refund the amount of €1,574.40 (deposits made since August 1) to my MiFinity account, as this amount was lost after I clearly expressed my desire to close the account and objected to the advertising.

I then request that my account be closed immediately.

If I do not receive a refund response by August 8, 2025, I will contact a European dispute resolution body.

I sincerely hope that we can resolve this matter amicably and without involving an arbitration board or the Curacao Gaming Authority.

Sehr geehrte Damen und Herren,

hiermit weise ich Sie erneut ausdrücklich auf Folgendes hin:

Am 01.08.2025 habe ich über Ihr System die dauerhafte Schließung meines Spielerkontos aufgrund von Spielsucht beantragt. Zusätzlich habe ich an diesem Tag – und erneut am 05.08.2025 – ausdrücklich jeglicher Form von Werbung widersprochen und Sie zur sofortigen Unterlassung solcher Zusendungen aufgefordert.

Trotz dieser unmissverständlichen Mitteilungen wurde mein Konto nicht gesperrt, und es erfolgte weiterhin Werbung und Zugang zum Spielbetrieb. Auch über den Live-Chat versuchte ich mehrfach, den Kundenservice zu kontaktieren. Dort wurde ich nicht unterstützt, was ebenfalls gegen geltende Verpflichtungen zum Spielerschutz verstößt.

Diese Handlungen stellen einen klaren Verstoß gegen Ihre Lizenzbedingungen gemäß Curacao eGaming (OGL/2023/155/0098) sowie gegen Ihre eigenen Regelungen zum verantwortungsvollen Spielen dar. Besonders im Fall von Spielsucht gilt eine sofortige Sperrpflicht, welche Sie missachtet haben.

Ich fordere Sie daher hiermit auf, mir den Betrag von 1.574,40 € (Einzahlungen seit dem 01.08.) auf mein MiFinity-Konto zu erstatten, da dieser Betrag nach dem klar geäußerten Schließungswunsch und Werbewiderspruch verloren ging.

Im Anschluss bitte ich um sofortige Schließung meines Kontos.

Sollte ich bis zum 08.08.2025 keine Rückmeldung zur Rückerstattung erhalten, werde ich mich an eine europäische Schlichtungsstelle wenden.

Ich hoffe sehr, dass wir diese Angelegenheit einvernehmlich und ohne Einschaltung einer Schlichtungsstelle oder der Curacao Gaming Authority klären können.

Hello,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Self-exclusion section and I found this:

Self-Exclusion

Alternatively, you may feel you need a longer break from gambling; in that case you can choose to self-exclude for a specific period of time.

Self-exclusion means that you can choose a more extended period that your account will remain closed. Please contact us only via email and inform us about your decision to pause your activities at the Website. Upon receipt of an email request for account closure, the requested account will be placed on our 1st stage, 24-hr cooling off period which will disable your account, allowing no gambling activity. Once the 1st stage 24-hr cooling off period has passed, while your account remained closed, a Customer Support Agent will inform you of the available self-exclusions periods. There can be no variations of the pre-selected time periods. After that and in order to proceed with this process, we will require an email response from you. If we do not receive a response within a further 24-hrs, your account will be reopened and confirmed by email. Once you begin your Self-Exclusion period, your account will be disabled and you will not be able to deposit or withdraw funds for the period the Self-Exclusion is enabled. Upon expiration of the Self-Exclusion, your account will automatically be re-activated.

Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru. Do I understand correctly that you still have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

I forwarded all emails to them.

Despite repeated reminders, I continue to receive advertising messages.

All emails will be ignored.

I still have access to my account.

What can I do now?

Hallo,

ich habe ihnen alle Mails weitergeleitet.

Ich werde trotz mehrfachen Anmahnen weiterhin mit Werbung angeschrieben.

Es werden sämtliche Emails ignoriert.

Ich habe weiterhin noch Zugriff auf mein Konto.

Was kann ich nun noch tun?

Hello, have you reviewed my request yet? Even after several messages to support, my request has been ignored.

What can I do now?

Hallo, konnten sie meine Anfrage bereits prüfen? Auch nach mehreren Nachrichten an den Support wird mein Anliegen ignoriert.

Was kann ich nun noch tun?

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Joshi777, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Frostybet Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, were you able to get an answer?

I've been blocked from all sites and no longer receive any responses to emails.

Simply disappointing…

Hallo, konnten sie eine Antwort erhalten?

Ich wurde auf sämtlichen Seiten blockiert und auf E-Mails wird auch nicht mehr geantwortet.

Einfach nur enttäuschend …

I have e-mailed the casino support team, but given their low safety rating on our website, I am doubtful we will hear back.

Dear Joshi777,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej