Frumzi Casino - Igrački račun je zatvoren, a isplata otkazana.

Without explanation, my withdrawal was canceled and my account, which I had been using regularly for some time, was closed. There has been no further response from them.

Senza spiegazioni mi è stato annullato il prelievo e chiuso l'account, che usavo regolarmente da tempo. Non vi è più risposta da parte loro

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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.

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Dear sbrandi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you pass the verification before you lost access to the account?
• Could you please let me know how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked? Please post a screenshot.

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Greetings,

I've always only played sports betting.

KYC verification from the profile was not required.

But I have been receiving payments regularly for months, I've been playing with them since February, I guess.

I noticed the closure because my last withdrawal was cancelled and when I accessed the site I was shown a message that said:

As per your request, we have closed your account.

Obviously I hadn't requested closure.

When I contacted customer service by email, I was told that it was the management's decision without giving any reason and to accept their decision.

However, I never received a response to my inquiry regarding the pending withdrawal and what would happen.

Salve,

Ho sempre giocato solo lato scommesse sportive.

La verifca kyc dal profilo non era richiesta.

Ma ho ricevuto regolarmente i pagamenti per mesi indicativamente giocavo con loro da febbraio.

Mi sono accorto della chiusura perché mi è stato annullato l'ultimo prelievo e accedendo al sito mi veniva mostrato un messaggio che diceva:

Come da sua richiesta abbiamo chiuso il suo conto.

Ovviamente non avevo fatto richesta di chiusura.

Contattando il servizio clienti per mail mi è stato detto che è stata una scelta dell'amministrazione senza dare motivazione e di accettare la loro decisione.

Alla mia richesta però del prelievo in corso che fine avrebbe fatto non ho più ricevuto risposta.

Hello sbrandi,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your answer, sbrandi. Please understand that if you only placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. Since we don’t have enough insight into this field of online gambling, we wouldn’t be able to interpret the casino’s results of the investigation and/or their explanation correctly and judge this case fairly. We don’t think that your complaint is unjustified, we just couldn’t evaluate the issue properly. We would really like to help, but it is impossible for us at this time.

We are forced to close this complaint. I am sorry that we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with casino gaming. We will try our best to help.