Frumzi Casino - プレイヤーのアカウントは同意なく閉鎖されました。

Recent deposit via with FUNID WALLET,

I had one completed withdrawal of $800 and 2 pending withdrawals of $800 each and $400 credit in my balance (awaiting the next day to withdrawals due to level limits)

As of 12:47 am on 28/03/2025 -

Both withdrawals of $800 totalling $1300 have been cancelled without my knowledge or consent. Attempting to log into my account to see the issue at hand, i find myself failing to Successfully login and the website page stating "Unfortunately, you

cannot use our website's services.

Your account was closed, as per your request. Want to reopen it? Speak to Live Support now."

I never requested any form of closer nor did I cancel any form of withdrawal nor did i want to

Void my balance!

This accoumt has been closed and all winnings of $2000 AUD taken from me. 

I have requested clear understanding as to why this has occurred and ive failed to get any form of response back or acknowledgment that a potential loss of $2000 has been confirmed that i cannot reopen account

No idea whats happened as i dont get any form of response!!

Dear Dpasc,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello,

i played slots.

I had sent them all my identification through email despite them not requesting it or not to which they never did. I never got any response or confirmation of proving those documents.

No this was without a bonus.

Thank you very much for your reply, Dpasc. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Dpasc,

Following your request and after checking the case with the relevant department, we would like to inform you that your account has been closed as part of fraud activities.

Please be informed that the account was closed in accordance with the following point of Terms and Conditions:

9.1 The Website may only be used for personal entertainment purposes only. The following activities are 

strictly prohibited and will be considered a material breach of these General Terms and Conditions:

<...>

• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases where funds are recalled/disputed;

9.4 : Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;

• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

Based on the above, the account was closed, and the winnings have been deducted.

We hope this helps clarify the matter for you.

Kind regards,

Frumzi Casino Team

Dear Dpasc,

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.

I made the account on the 25/03/25 and made withdrawals on the 26/03/25 

• one deposit on the account with my own bank (can provide proof) and that one deposit is where I accumulated my winnings to which i submitted withdrawals to the same bank - to which you successfully let me receive one of the withdrawals then cancelled the remaining!

Please use your common knowledge and understand that what your accusing me of is absolutely impossible to have occurred due to the timeframe of me opening the account and unlawfully closing the account - a bank cannot possible notify any business of any chargebacks within that period of a day (which is the accusation via email from frumzi - a chargeback)

I request for you to provide me of proof where a charge back has been made?

Since commencement of the account - I can provide proof from my bank ( the depositing method) stating theres been no disputes made whatsoever!

Thank you very much, Dpasc, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Dpasc,

I have reviewed your case and I will contact the casino to see if I can help. In the meantime, I will need you to provide any relevant proof you may have from your bank/payment method - statements showing all transactions to and from the bank from the time the deposit was made to the casino, and any communication you may have received from the bank confirming there have been no disputed transactions or chargebacks initiated by any party (you or the bank).

Dear Frumzi Casino,

Can you please provide us with any supporting evidence of the transaction in question, including date/time/transaction ID, where applicable?

Kind regards,

Adam

Dear all

Thank you for the patience.

After internal investigation , we are happy to inform you that customer balance would be fully paid out after verification is complete on his gaming account, therefor we would kindly ask the customer to send the us the following documents : ID + Selfie + POA + Selfie ID AOS

We hope this clarify the situation for you .

Best Regards

Frumzi Team

I have responded to the email in relation to my documents that you requested and sent them all through to you and want to know when the verification will be finalised and the balance on my account will be paid out? I still cannot log into my account so i cannot see the current status of any progress.

Daniela

Still waiting for even a response from that email ive sent as requested

Hello, thank you for your responses.

Dear Frumzi Casino,

Can you please provide an update on the status of the player's verification? Are all documents sufficient, or is anything further required?

Kind regards,

Adam

Ive asked them multiple times now still with no response

Dear all

Thank you for your patience.

Kindly be informed that we are still waiting for the customer to provide us on email with Proof of Address , kindly be informed that he had provided us only with bank statement which we cannot use as Proof of Address.

Please send us Proof of Address on the email so we can finish the verification of your gaming account.

We hope this clarify the situation for you.

Best Regards

Frumzi Team

I can confirm all documents required have been sent including proof of address.

Hello everyone,

Many thanks for the updates.

Dear Frumzi Casino,

Please do let us know when the verification is completed, or if anything else is required.

Kind regards,

Adam

screenshot of one of the many many confusing emails ive reieved. This one in particular is the one they sent when they requested my verification documents and I replied with the documents and thats the response.. in the same email thread.

They tent to continuously give me so many different explanations and excuses as to why its more and more delayed

But lets not forget to mention i still haven’t received my withdrawal or anything really apart from excuse acter excuse making it so much more confusing and complicated! I still cant log in to the account still and Its just a constant headache.. and ive only ever emailed off the email thats on the account so what on earth are they doing, seriously now!!

this has closed every account ive had with any related casino - crab casinos i call them.

its been more of an inconvenience than anything

FINALISE MY PAYOUT AS ITS BECOMING A LITTLE TOO MUCH NOW!

Dear All,

I hope this message finds you well.

According to the information provided by the relevant department, once the account verification process will be completed, the remaining balance in account will be refunded.

We appreciate your understanding and cooperation in this matter.

Best Regards

Frumzi Team

Hello all,

Many thanks for your responses.

Dear Frumzi Casino,

Do I understand correctly that all required documents have been received and we are just waiting for them to be checked?

Kind regards,

Adam

Dear Frumzi Casino,

Do I understand correctly that all required documents have been received and we are just waiting for them to be checked?

following that, i would like to be clearly informed how the balance the account of $2,000.00 AUD would be payed out or as you’ve stated "refunded" as previously mentioned i stilll have no access to my account and cannot log in to the website due the account still closed and also all my other casino accounts being under review and now closed due to tis mistake taken place by frumzi

Dear All,

I hope this message finds you well.

According to the relevant department, there remains a pending verification process, specifically due to the absence of a recent proof of address document issued within the last three months, which must display the current address details.

Upon the completion of the account verification process, the remaining balance in the account will be refunded.

I trust this information clarifies the situation.

Kind regards,

Frumzi Casino Team

Frumzi,

Once again, i can confirm that the requested proof of address has been sent!!!!

I sent that document directly after the other documentation i sent through! It was a reply email to Malena that requested them via email on 17/04/2025 and has been sent multiple times due to no responses…

the most recent email

now im just absolutely embarrassed for them.

Dear Dpasc,

Can you please also forward the same proof of address document to me via email (adam.m@casino.guru)?

Dear Frumzi Casino,

Can you please explain the situation further? Has the document been received as stated by the player? Why has the player's account now been closed?

Kind regards,

Adam

Now they’re asking me for a bank statement for proof of address which previously was mentioned that i provided a bank statement which they cannot use as Proof of Address.

In all honesty, noone actually knows what procedure to go by and not one person actually knows what theyre doing, its just disgraceful now!

Dear Dpasc,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Frumzi Casino Team

Dear Frumzi Casino,

Please clarify the situation, as there seems to be a lot of confusion regarding what is required of the player.

Which documents are now outstanding?

Kind regards,

Adam

Dear All,

We would like to take this opportunity to inform you that the relevant department has received the requested documents necessary to complete the verification process. Consequently, we are now able to proceed with the withdrawal of the remaining balance.

Once the payment has been processed, we will ensure that you are notified promptly.

We appreciate your patience and understanding in this matter.

Kind regards,

Frumzi Casino Team

Dear Dpasc,

I hope this message finds you well.

Could you kindly review your email for any additional payment details that may need to be provided?

Thank you in advance for your attention to this matter.

Kind regards,

Frumzi casino Team

Dear Dpasc,

Thank you providing us with payment details.

Rest assure that your refund will be processed, and you will receive your payment as soon as possible.

Thank you for your cooperation.

Kind regards,

Frumzi Casino Team

Thank you for the additional updates, Frumzi Casino.

Dear Dpasc,

Please confirm when the payment has been received and the issue can be considered resolved.

Kind regards,

Adam

Hello,

Thankyou Frumzi for sharing that you will process the payment. Once the payment is received, i will be sure to notify everyone to finally put this to sleep!

in the meantime,

I would like to request Frumzi to fix a problem ive been dealing with the whole time also.

I had accounts with a fair amount of casinos that have "the crab" bonuses including an account with FUNID.

Due to frumzi mistakenly accusing me of breaching General Terms and Conditions without further investigation at the beginning it had caused me to get locked out of every single casino account i had since the moment frumzi made this error.

Now that its been investigated and proven that they had made a mistake and that i did not breached any terms - i would like to request them to undo what they had did towards my name

(or whatever it is they done causing me to not be able to hold accounts with casinos)

So that i can get access back to all my accounts again as due to them making a "mistake."

Truthfully i have endured so much of issues and stresses along the way and i dont believe I deserve it because i havent done anything wrong.

Id like to mention i still have not been able to log into my account with frumzi as its not been fixed.

I would appreciate them doing this for me.

I surely do look forward to receiving this payment and them rectifying the error with my accounts/name after this long journey.

-yet to be confirmed-

kindest regards

Hello Dpasc,

Please do keep us updated on further developments.

Dear Frumzi Casino,

Are you able to provide some insight into the player's situation regarding their accounts?

Kind regards,

Adam

THEY CANCELLED THE WITHDRAWAL THAT THEY PUT THROUGH !!!

SERIOUSLY how much more complications can they cause its beyond a joke now!!!

Dear Frumzi Casino,

Please provide an update and clarify the situation. Why has the player's withdrawal now been cancelled?

Kind regards,

Adam

Dear Dpasc,

We are pleased to convey that the refund has been successfully processed and completed.

We sincerely appreciate your patience and understanding regarding this matter.

Kind regards, 

Frumzi Casino Team

Dear Dpasc,

Can you please confirm receipt of the funds?

Kind regards,

Adam

Unfortunately theres been no funds sent to me. I have not received anything!!

Dear Frumzi Casino Team,

Can you please clarify further - by which method has the payment been sent?

Kind regards,

Adam

i just cant express how stressful those has been and still is !!!!!

Hello Dpasc,

Please be aware that payments can sometimes take a while, even up to 2 weeks on occasion. I understand it is frustrating, but please try to allow more time.

Kind regards,

Adam

Dear All,

We are pleased to inform you that the refund has been successfully completed on 2025-05-08.

Thank you so much for your patience and cooperation while we worked to resolve this issue.

Kind regards,

Frumzi Casino Team

Hello Dpasc,

I will set the timer for an additional 7 days. Please let us know if the payment is received in the meantime.

Kind regards,

Adam

I have not received anything.

As far as im aware from recent emails it seems they got the payment destination details incorrect and have asked me again to provided my details again. I have responded with confirmation of the details.

" We want to ask you kindly to confirm (separately) your account number and the BSB number. "

Still waiting….

Hello Dpasc,

Has there been any further progress?

Kind regards,

Adam

Still no money has been received !!

I’ve only had a response to my email to them confirming my bank details and it says "

I’ve forwarded the details of your inquiry to the relevant department so they can look into this further. Please rest assured that your case is being reviewed with priority."

the most exhausting situation ever

Dear Frumzi Casino,

You stated previously that the payment had been processed. Can you please confirm if this is still the case?

Kind regards,

Adam

Dear Adam

Thank you for your patience.

Balance has been complete and paid out on our side already on 08/05/25 , if necessary we can provide evidence as well.

Best Regards

Frumzi Team

Dear Dpasc,

Has the payment now been received?

Kind regards,

Adam

No, please provide evidence of where it’s been payed to!!

Dear Frumzi,

Please do provide details and evidence of the payment, either here or to my email (adam.m@casino.guru).

Kind regards,

Adam

Dear Adam,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Frumzi Casino Team

Thank you for your response, Frumzi Casino.

Dear Dpasc,

The casino has provided evidence to show that the payment has not only been sent to your bank account but also received. Are you able to provide your bank IBAN to me, (by email if you prefer), so that I can compare it to the information sent?

Kind regards,

Adam

Yes I will send the information to you!

Thank you Dpasc,

I had not received any email from you, I am not sure why. I am unable to share the proof the casino provided to us, you would have to ask them to provide it to you directly I'm afraid. However, I have checked the information and I am now waiting for the casino to clarify if there has been some mistake with the payment.

Kind regards,

Adam

Ok thanks for the update

Dear Adam,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Frumzi Casino Team

Hello Dpasc,

The casino has provided us with evidence that sufficiently supports that the payment has been made to you correctly. Can I ask you to please check your account again? If there is still no sign of the payment, please provide us with a relevant statement of the account (May 1st onwards) so we can check into the situation further.

Kind regards,

Adam

Dear Frumzi Casino,

Please see my reply via email.

Hello Dpasc,

I have asked the casino via email to check the details again, as it appears the IBAN they have used may not be correct. In the meantime, can you please confirm you have received payments to the same IBAN/account previously?

Kind regards,

Adam

hello, yes thats what one of the agents stated via email but after that didnt email further.

yes i definitely have received payments to that iban number!

what now? This has been probably the utter most difficult experiences, exhausted me mentally also!

Dear Frumzi Casino,

Please provide an update on the situation. Will the payment be sent to the correct account?

Kind regards,

Adam

Dear Adam

Kindly be informed that you had been contacted on your email.

Best Regards

Frumzi Team

Dear Dpasc,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Adam
Casino.Guru