Frumzi Casino - プレイヤーのボーナス賞金はアカウントに入金されていません。

Hi there, please see attached an email that I’ve been dealing with frenzy since November 28. I was wondering if there’s something you can do they escalated my complaint to some website that doesn’t even make any sense and they just don’t answer me and the thing is, they know that something is wrong because if I didn’t actually have that bonus, then they would’ve told me there is no bonus but instead they saw a problem they escalated it but it’s been forever and nobody will respond. Is there anything you can do.

Dear justingeobain,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. To assist you better, could you please provide us with more information regarding your complaint?

• Do you have any videos or screenshots showing the winnings you allegedly achieved?
• Can you see the bonus win in your gaming history?
• When was the last time the casino communicated with you regarding this issue?

Please forward me all the evidence showing that you won money that has not been credited to your casino account at veronika.f@casino.guru.

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

Hi veronika , I really don’t have any proof other then my word and my best friends daughter and best friend . But I gamble a fair amount and I know I had a bonus . And you know the way casinos are if I was just straight up lying about this they would’ve said nope dismiss me. You know what I mean but they’ve been escalating this and escalating this so they obviously know that something went wrong or they can see something on their end why wouldn’t they just dismiss me. And now after seeing the amount of complaints against this casino , I’m not alone. The other issue is they escalated this complaint to that website that you have the link to, but nobody has explained to me how to access that I’ve even emailed the site brain rocket and they told me their HR people will contact me no response from them either. This is going on 6 months . 

Dear justingeobain,

Please accept our sincere apologies for the delay.

We would like to inform you that according to the game provider, the round is still in progress. You should be able to reopen the game to complete it.

If you experienced any problems accessing the game, please provide us with a screenshot of the error and/or a video of the game behavior.

Kind regards, 

Frumzi Casino Team

Hi there I have sent photos nothing has changed . Veronica I emailed them to you as well. Why has this taken 6 months ?

so just wondering what’s going on with this if it’s the provider that’s being it’s looking into this issue. You would think that this would be something of great importance because doesn’t this cast out on every single gambling thing that somebody does because if you can just a bonus can just disappear then that means there could be millions of dollars lost to people that are playing and I thought this was supposed to be like a regulated System

Have you tried reopening the game as suggested by the casino representative? Do you see any unfinished rounds in your game?

Could you please send me a screenshot of your gaming history to check if the round has been played?

Dear justingeobain,

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,
Veronika
Casino.Guru