Frumzi Casino - プレイヤーからの払い戻し請求の処理が遅れています。

I am seeking assistance to have Frumzi move forward with a refund. I have been communicating with them as I had requested to self excluded myself due to problem gambling. They agreed to refund some of the deposits, however to date the casino has not returned my funds.

Background:

Emailed on January 28, 2025 requesting self exclusion from the casino due to problem gambling and excessive spending.

Emailed again on March 8, 2026, with the same request. They responded asking if would prefer a break. I responded, no to close indefinitely. They then responded to confirm I would forfeit any balance, I agreed.

On April 23, 2026, I emailed again as my account was still not closed. They responded again with the break option, I confirmed to close, they responded again confirming I would forfeit any balances, I again, agreed.

On April 26, 2026, I emailed again to file a complaint, i requested a refund of deposits. All this time i was able to deposit against my better judgement. I filed a complaint requesting the account to be closed as previously requested and a refund of some of the funds I had been depositing.

They responded on April 27, 2026 confirming my account was closed.

On May 16, 2026, the casino emailed me advising they agreed to refund me $2,000 in good faith and requested my banking info, for which I provided.

I followed up on May 26th as I had not received the money. They responded my request was sent to the appropriate department.

I am concerned they are not paying in a timely manner and are hoping that your involvement will help.

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Dear DBC1234,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru?
• When did you make the last successful deposit?
• Do I understand correctly that your account has been successfully closed?

Thank you very much for your cooperation.

Best regards,

Kristina

Thank you. I will forward the emails. My last deposit was on April 26, 2026. My account has been closed.

The casino agreed to repay me $2,000 on May 16, 2026. I sent them my requested banking info for the deposit on May 17th. It should not take this long for the refund.