Frumzi Casino - Zahtev za zatvaranje naloga igrača se ignoriše.

Hello Casino Guru Team.

I am writing to inform you of, of what in my opinion, is gross neglect on behalf of Frumzi casino (https://frumzi756723.com/en/)

At the beginning of November, I attempted to close my account. I was told that because I was a VIP player, VIP support needed to do this and I would be emailed. So, I waited a few days and nothing. I then contacted them 5 times over an 8 day period in order to cancel my account fully, each time told the same thing -- I would be emailed and that I'm a priority case.

Eventually, I told the last person I chatted with there that I had a gambling problem and this is harmful to me and my family. Still, he probed for more information until finally the site logged me out and I can no longer login.

UNFORTUNATELY, they keep sending me SMS's with bonus information. I even received an automated phone call from them offering me free spins and bonus money.

What type of sick joke is this? I have the screenshots of the sms's still on my phone. I made it VERY CLEAR via chat with these people that I want my account closed, no phone calls, no emails, no SMS's nothing. No contact. But, they cannot help them selves. They continue to send this.

So, what did I try to do? I went to their website to see if I can speak to someone to get them to fully cancel everything but guess what? there is no ability whilst logged out to chat to anyone. Those buttons for "help centre" don't work when not logged in. You click it, and nothing happens. Furthermore if I attempt to login with my credentials, it gives me a link to contact them but this link also doesn't work.

Dear djkarl,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Frumzi Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share your communication with the casino supporting your claims? (informing the casino of the harm, your attempts to contact them etc.)
• Could you please explain what the disputed amount of 500€ represents in this situation?
• Have you tried unsubscribing from all marketing communication by contacting the casino at support@frumzi.com as well?
• Please submit the information to my email at tomas@casino.guru or share screenshots in the complaint thread directly.

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

Best regards,

Tomas

Hi Tomas,

I have asked them via email today, to please supply all of the chat transcripts for November.

I will return back to you once I have these.

Best regards.

Dear djkarl,

Is there any supporting evidence you might share since your last post?

Please let me know about any updates.

Hi Tomas,

Unfortunately I am getting no-where with them. I have supporting evidence on my phone in relation to the messages and the phone call, however, I wanted to bundle them all together with the chat transcripts. However, they still have not answered my email.

I got an initial reply to my email saying they had forwarded it to the relevant team, but nothing further.

Perhaps you have a contact there that can speed up my request for the chat transcripts that I requested for November relating to my account?

Best regards,

Dear djkarl,

Thanks for the update,

• Could you please explain what the disputed amount of €500 represents in your complaint against the casino?
• Have you stopped receiving the marketing communication since the complaint began?
• Could you please provide a more accurate timeline of events? When was your account blocked? When did you receive the marketing communication from the casino?

Please understand we require evidence to confront the casino.

Kindly supply it to my email at tomas@casino.guru

Could you please explain what the disputed amount of €500 represents in your complaint against the casino?

Your web form made me enter a disputed amount. The amount is irrelevant.

Have you stopped receiving the marketing communication since the complaint began?

So far, yes.

Could you please provide a more accurate timeline of events? When was your account blocked? When did you receive the marketing communication from the casino?

I am attempting to be more accurate by requesting the transcripts from the casino. I have emailed them now twice, once on the 5th of December requesting the chat transcripts from November, and once on the 12th.

Both times I got an email reply saying they have handed the request to the team responsible but it's been now 2 weeks without answer. This casino is an absolute joke in relation to communications. You NEVER get a reply and the people on chat always tell you someone from VIP support will email them but you NEVER get an email.

Essentially, they are refusing to reply to my requests for chat transcripts.

As mentioned above, perhaps you have a contact there that is willing to answer you or better, make a public answer here.

I believe my account was officially closed on the 18th of November. I received 2 SMS's thereafter. One on the 20th and one more on the 23rd (of which I have on my phone)

I received an automated phone call on (I believe) the 25th of November.

However, again, I want to reiterate that their customer service is DISGUSTING. No-one from live chat can ever help you (when you have an open account as a VIP player) and is always remarked with "someone will contact you" that never does. When you email them in the hope to get an answer, none ever comes.

This casino is a classic. They will help you input money into their systems immediately, but takes WEEKS to withdraw. No email is ever answered other than automated emails and their live chat help desk staff combined have zero capacity to assist you in anyway. Thus, my open thread here.

Thanks for the explanation.

I understand the situation must be frustrating.

Kindly send me the communication in which you tried to contact the casino regarding the issues you are experiencing. If you have the messages from the casino saved share them with me as well.

My email is tomas@casino.guru

Dear djkarl,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.