Frumzi Casino - Igrački nalog je više puta ponovo otvoren.

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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 mentioned gambling addiction as the reason for your account closure requests in any of the emails you have sent to the casino so far? If so, kindly specify the date on which you mentioned your gambling addiction and forward these emails, along with the casino's responses, preferably as original .eml attachments, to me at veronika.f@casino.guru.
• When was the last time you accessed your Frumzi Casino account?

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,

Thank you so much for your quick reply. I have sent you everything by email.

Bg Stefan

Hallo,

lieben Dank für Ihre Schnelle Antwort. ich habe Ihnen alles per Mail gesandt.

Bg Stefan

Thank you for your emails. Unfortunately, since you did not mention gambling addiction as the reason for requesting the permanent closure of your account, we are unable to request a refund from the casino on the grounds that they failed to protect you as a vulnerable player and breached their responsible gambling policy.

The best we can do in this case is guide you through the self-exclusion process and help you submit a request that explicitly mentions gambling-related harm as the reason for your exclusion. This should help ensure that the casino understands the reason for your self-exclusion and prevent your account from being reopened in the future.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Frumzi Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send an email to Frumzi Casino, add my email address veronika.f@casino.guru to CC, and keep me informed about any further developments. Thank you in advance.

Thank you so much for your reply.

I must expressly reject your refusal regarding the claim for reimbursement. Your argument that a claim for reimbursement is excluded without the explicit mention of the term "gambling addiction" is legally flawed.

1. Binding agreement to close the account

The chat log from July 2, 2024 clearly shows that a permanent closure without the possibility of reopening was demanded and expressly confirmed by Frumzi's employees.

Allowing further transactions constitutes a serious breach of ancillary contractual and protective obligations. The specification of a particular reason is not legally required for this agreement to be binding.

Attached you will find the chat log, which was documented along with numerous emails.

I request another review.

Thank you

Stefan B.

Lieben Dank für ihre Antwort.

eine Ablehnung bezüglich der Rückforderung muss ich hiermit ausdrücklich zurückweisen. Ihre Argumentation, eine Rückforderung sei ohne die explizite Nennung des Begriffs „Spielsucht" ausgeschlossen, ist rechtlich fehlerhaft.

1. Bindende Vereinbarung zur Kontoschließung

Aus dem Chatprotokoll vom 02.07.2024 geht eindeutig hervor, dass eine Schließung auf Lebenszeit ohne die Möglichkeit der Wiedereröffnung verlangt und von den Mitarbeitern von Frumzi ausdrücklich bestätigt wurde.

Die Zulassung weiterer Transaktionen stellt eine schwere Verletzung vertraglicher Neben- und Schutzpflichten dar. Die Nennung eines spezifischen Grundes ist für die Bindungswirkung dieser Vereinbarung rechtlich nicht erforderlich.

Im Anhang finden sie das Chatprotokoll welches neben zahlreichen Mails dokumentiert wurde.

Ich bitte nochmals um Prüfung.

vielen dank

Stefan B.

Dear Steffdeangry,

Thank you for your further message and for providing the additional documentation.

We have reviewed your arguments again. However, the additional information does not change our assessment of the complaint.

We understand that you requested the permanent closure of your account and that, according to the correspondence you provided, the casino subsequently allowed the account to be reopened. We are not disputing that this may have been contrary to your stated preference regarding the closure of your account. However, this is not the same as a self-exclusion due to gambling addiction.

For the purposes of our complaint resolution process, there is an important distinction between a general request to close an account and a responsible gambling self-exclusion request. In order for us to consider requesting reimbursement of gambling losses on responsible gambling grounds, the casino must have been made aware that the player is experiencing gambling-related harm or addiction and must have been clearly asked to prevent further gambling on that basis.

As we explained previously, based on the correspondence you provided, you did not communicate gambling addiction as the reason for your earlier closure requests. A request such as "please close my account permanently" or "please close my account for life", without informing the casino that the request is related to gambling addiction or gambling-related harm, does not provide us with sufficient grounds to treat the situation as a gambling addiction/self-exclusion case.

We also cannot determine or enforce the legal consequences of the alleged contractual breach you describe. Whether Frumzi was legally entitled to reopen an account after agreeing to close it, whether this constituted a breach of contractual or ancillary obligations, or whether you have a separate claim for damages or restitution are legal questions outside the scope of our complaint mediation. The same applies to the GDPR allegations raised in your complaint. Casino Guru is not a data protection supervisory authority and does not determine whether an operator has breached the GDPR or order compensation on that basis. If you believe that Frumzi unlawfully processed your personal data, failed to honour a data-erasure request, or continued sending marketing communications contrary to your rights, you should raise those matters with the competent data protection authority.

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.

Best regards

Veronika

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