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Subject: Repeated failure to close account (since March 2025) and breach of Gambling Addiction protocols - 43,000€ dispute

NOTE ON LOCATION: Please note that I am a resident of FRANCE. My profile may show another location due to the VPN required to access this website, but all my deposits were made with a French bank card and I am managed by a French-speaking VIP manager (Laurent).

I have been playing at Frumzi since 2024. Due to my high volume of deposits and frequent play, I quickly climbed the loyalty ranks to reach VIP Level 5 (the highest status). As a top-tier VIP, I was assigned dedicated account managers (Laurent and Amry and many more) who were in constant contact with me.

Complaint Overview: I am requesting a refund of 43,000€. This claim is based on the casino's systematic failure to process my multiple account closure requests over the past 12 months and their gross negligence regarding responsible gambling.

The Facts:

1. Ignored Requests since March 2025: I have sent multiple formal requests to close my account starting as early as March 2025. These requests were systematically ignored by the support and my VIP managers, who instead offered bonuses to keep me active. When I finally had the closure of my account, they reopened it without telling me by offering a 100€ bonus (wager x1) on the 31 january 2026.
2. Explicit Addiction Disclosure (Feb 15th, 2026): On February 15th, 2026 (at 17:54), I sent a clear email stating: "I have a gambling addiction, please close my account permanently." Despite this legal obligation to block me, the casino kept my account open for over 10 days, and offered a 100€ cash reward due to recent activity, on Feb 18th 2026. On Feb 18th, I again insisted on closing my account after a withdrawal request. Instead of complying, the casino kept the account active, encouraging me to cancel my withdrawals and keep playing. Between Feb 15th and Feb 24th, they used my gambling addiction to ensure that any temporary balance remained in their system, eventually leading to the massive loss of Feb 25th.
3. AML & KYC Breach: The casino allowed me to deposit over 43,000€ on the platform without ever requesting KYC documents, ID verification, or proof of source of funds. This is a major violation of Anti-Money Laundering (AML) regulations.
4. Withdrawal Trap: On Feb 24th, 2026, nine days after my addiction disclosure, the casino allowed me to CANCEL a 1,000€ withdrawal and re-gamble it, leading to a total breakdown where I deposited an additional 9,500€ on Feb 25th. Instead of replying still, Laurent offered an additional cashback few hours later this day.

Evidence: I have all the timestamped emails starting from early 2025, the addiction disclosure on Feb 15th, 2026, and the predatory bonus offers sent by the VIP manager after those requests.

Resolution: I am seeking a full refund of my losses, totaling 43,000€. The casino's systematic failure to process my closure requests since March 2025, combined with a total lack of KYC/AML procedures and the blatant disregard for my gambling addiction disclosure on Feb 15th, 2026, makes the casino responsible for the entirety of these losses.

NB : I previously offered the casino a settlement of 20,000€ to resolve this privately, but they failed to respond within the 48h deadline. Therefore, I am now seeking a full refund of the 43,000€ due to their continued negligence and total lack of player protection.

NB 2: I have many more proofs to show if you need them.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you disclosed gambling addiction as the reason for closing your account before February 15? Please note that we are able to assist with refund requests only in cases of a failed self-exclusion due to an explicit mention of gambling addiction. If you did not clearly state that you were suffering from gambling addiction and requested account closure on that basis, we will unfortunately not be able to help you with your €43,000 refund request — only with the refund of deposits made after 15 February.
• Is your account still open, or has the casino closed it in the meantime?
• How many deposits have you made since 15 February?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

Thank you for your assistance. To answer your questions clearly:

1. Disclosure of addiction before February 15: Yes, I made several requests to close my account starting in September 2025, stating I was losing too much money ("Trop de pertes"). Instead of closing it, my VIP Manager ignored the request and offered me bonuses to keep playing. Most importantly, my account was closed at one point and then re-opened by the casino without my consent. On January 31, 2026, I explicitly told them: "My account was closed, please delete it." They ignored this and kept it open.

On February 15 at 17:54, I explicitly stated: "I have a gambling addiction problem. Please close my account permanently."

2. Account status: My account is STILL OPEN. I logged in today, March 2, and found 1,425 € of cashback credited to my account. This is a predatory attempt to make me play again despite my addiction disclosure. I have not touched this money.

3. Deposits made since February 15 (Post-addiction disclosure): Since my explicit disclosure on Feb 15, the casino accepted 22 deposits totaling 11,800 €:

Feb 19: 50 €

Feb 20: 50 €

Feb 21: 2,200 € (8 deposits)

Feb 24: 500 €

Feb 25: 9,000 € (11 deposits)

4. Total Dispute: After checking the total amout, my total deposits since opening the account exceed 70,000 €. I am seeking a full refund because the casino failed to protect me after multiple requests, a reopening account after it was finally close without asking me and an explicit addiction disclosure.

Thanks again for you help,

Best regards,

Dear Veronika,

I have received a response from Frumzi Casino (see below), and I must clarify the facts, as their timeline is misleading and misses the core of the issue: the failure to protect a self-identified addicted player.

"Dear Fiona, 

We hope you find this email in good health!

We would like to inform you that your account has been closed upon your request.

Following a review of your account and the concerns you raised, we have investigated the timeline of your requests.

Records indicate that after your message regarding gambling addiction, you requested that pending withdrawals be processed prior to closing your account. Your final withdrawal was successfully processed on February 24, 2026. We subsequently received your formal complaint on February 25, 2026.

Please be advised that no deposits were made to the account following February 25, 2026, and the account was closed as per your request.

We have confirmed that all Responsible Gambling procedures were followed correctly in this matter.

Furthermore, we wish to bring to your attention to the following aspects of the General Terms and Conditions, which you acknowledged upon the creation of your account on our website:

5.2 :- We may, at our sole and absolute discretion, use any additional procedures and means we may deem fit to verify your identity, age, residence and other circumstances (KYC), both before and after effecting deposits into your account and/or making a withdrawal.

6.6.2 :- No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Consequently, in accordance with the previously mentioned articles, we would like to reiterate that a refund is not available for your account.

We trust that this information will assist in clarifying the matter for you.

Our team extends its best wishes for your future endeavors.

Warm regards,

Frumzi team. "

I would like to set the record straight :

1. The failure to close the account on Feb 15th I disclosed my gambling addiction on February 15th. According to Responsible Gambling standards, the account should have been closed immediately. The casino claims they waited for withdrawals to be processed, but this is no excuse to keep deposit facilities open for an addict.

2. The "Tournament Reward" Trap (Feb 18th - 19th) My initial withdrawal were actually completed on February 19th. However, while I was waiting for these funds, the casino sent me a "Tournament Reward" of 100€ on February 18th. Instead of closing my account as requested, they actively incentivized me to play again.

3. Clarification on the Feb 22nd withdrawals : The casino mentions withdrawals afterwards to justify keeping the account open. These withdrawals were only possible because the casino failed to close my account on the 19th when the balance was first cleared. I made new deposits AFTER my addiction disclosure because the account was still open, leading to these new movements.

4. The 9,500€ disaster (Feb 25th) Because the casino ignored my Feb 15th disclosure and even sent me rewards on the 18th, I suffered a massive relapse, depositing 9,500€ in a single day on February 25th. Total deposits since my addiction disclosure amount to 11,800€.

5. Ongoing Harassment (March 3rd) Even after this complaint was active, I received an email from my VIP Manager, Laurent, on March 3rd (see attached screenshot). He offered me 1,537.80€ in cashback and encouraged me to "hit the jackpot". This proves that their "Responsible Gambling procedures" are non-existent and that they continue to target me as a VIP player despite my addiction.

Conclusion: The casino's Terms and Conditions (6.6.2) cannot be used to justify keeping money obtained by failing to protect a vulnerable player who explicitly asked for help. I am requesting a full refund of all deposits made after February 15th (11,800€).

Dear Fifi10

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, Martin (martin.l@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,

Veronika

Hello Fifi10,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. You've mentioned you've been trying to close your account since March 2025. Can you please forward me the emails or communication you've sent to the casino regarding these requests? My email address is martin.l@casino.guru. Additionally, in case you receive any kind of response from the casino from now on, please do let me know.

I would also like to invite the Frumzi Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Are you able to provide me with the player's full deposit history? Thank you in advance for explaining your view of the issue.

Dear Fifi10,

thank you for your swift response, I have reviewed all the provided evidence. We will now wait for a response from the casino representative.

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.

Dear Fifi10,

We regret to learn about your situation.   

We would like to inform you that we are currently investigating this matter in response to your concerns. 

We will make every effort to provide you with an update at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it.

Best regards,   

Frumzi Casino team.

Dear casino representative,

thank you for your message, please get back to us with the results of your review.

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.

Dear Martin,

We have sent an email attached with few evidences for your review.

We sincerely appreciate your patience during this time. Thank you for your understanding.  

We look forward to your update.

Kind regards,

Frumzi Casino team.

Dear casino representative,

thank you for your detailed report, I have issued a response.

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.

Dear Fifi10,

We sincerely apologize for the delay in our responses.

We kindly ask for your continued patience as we await an update from the relevant department regarding your request. 

Please be assured that we are working to ensure compliance with all necessary protocols.

We are making every effort to resolve this matter as expediently as possible. 

We sincerely appreciate your patience during this time. Thank you for your understanding. 

Kind regards,

Frumzi Casino

Dear Frumzi Casino representative,

thank you for the update. Is there a particular timeframe in which you will be issue this response?

Dear Martin,

We have sent an email attached with the financial history for the player account in question, covering the period from February 18, 2026, until the account closure on March 5, 2026.

During this timeframe, the total successful deposits amounted to 11,820 EUR, while total successful withdrawals were 4,000 EUR.

Consequently, the calculated refund liability is 7,820 EUR.

We will proceed with the refund of this amount immediately upon receiving the confirmation.

We look forward to your update. 

Kind regards,

Frumzi Casino team.

Dear casino representative,

thank you for your update. After reviewing the evidence, we consider the proposal adequate and agree with your decision.

Dear Fifi10,

thank you for your patience and for sharing all the details.

I understand your gambling issues had been ongoing for some time. However, the key moment is your explicit disclosure of addiction on February 15th, 2026, from which point the casino was obligated to act.

As deposits continued after this date, we consider the refund of the net losses (€7,820) to be justified. Unfortunately, we are unable to request funds deposited prior to this explicit request.

Please confirm whether you agree with this proposal.

Best regards

Martin

Dear Martin,

Thank you for your help and for this assessment. I agree with the proposal.

I am ready to proceed with the next steps to receive the funds.

Best regards,

Fifi10

Dear Fifi10,

thank you for your confirmation.

Dear casino representative,

please let us know when the refund is sent from your side.

Dear Fifi10,

We have requested for your bank details, sent via an email sent recently, to proceed with the refund of 7,820 EUR.

We look forward to your update.

Kind regards,

Frumzi Casino team.

Dear Frumzi Casino team,

Thank you for your message. I have just sent my bank details to your support/finance team via email from my registered address.

I look forward to receiving the confirmation of the transfer.

Kind regards, Fifi10

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Fifi10,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin