Frumzi Casino - プレイヤーはキャッシュバックに関する紛争の解決を求めている。

I am submitting a complaint regarding two separate cashback promotions issued to me by Frumzi VIP Managers between 2 June 2026 and 7 June 2026. The dispute concerns the operator’s failure to calculate or credit the cashback due under the second promotion (20% Cashback Safety Net).

1. 15% Cashback Safety Net – 2 June 2026  

On 2 June 2026 at 13:17 EEST, I received an email from VIP Manager Leo activating a 15% Cashback Safety Net for a 72‑hour period, based on a starting balance of €19,001. The offer stated that 15% of any net losses (up to €3,000) would be returned after the 72 hours.

2. 20% Cashback Safety Net – 5 June 2026  

On 5 June 2026 at 15:55 EEST, I received a second email from Leo activating a 20% Cashback Safety Net for a new 72‑hour period, based on a new starting balance of €8,002. This offer stated that 20% of any net losses (up to €2,000) would be returned after the 72 hours.

This was presented as a separate promotion, with its own start balance and qualification period.

3. Cashback Calculation Provided by Frumzi  

On 6 June 2026 at 18:05 EEST, VIP Manager Tony emailed me confirming the following calculation:

Starting balance: €19,001

Ending balance: €8,002.85

Net loss: €10,998.15

Cashback due: €1,649.72

The cashback amount of €1,649.72 is exactly 15% of the net loss (€10,998.15 × 15%).

This calculation corresponds to the 15% promotion, not the 20% promotion.

4. Conflicting Explanation from the Operator  

Later, another VIP Manager informed me that:

No cashback was generated under the 15% promotion, and

The €1,650 credited was actually from the 20% promotion.

This explanation contradicts Tony’s written calculation, which clearly used the 15% rate and the starting balance of €19,001 from the earlier promotion.

5. Missing Cashback for the 20% Promotion  

The operator has not provided:

The start and end balances for the 20% promotion

The net loss calculation for that period

The cashback amount due under the 20% promotion

Any evidence that the 20% promotion was applied

Since the operator has not supplied the required calculation, I am claiming the maximum amount payable under the terms of the 20% promotion, which is €2,000.

6. Request to ADR Curaçao  

I request that ADR Curaçao require the operator to:

Provide a correct and separate calculation for the 20% Cashback Safety Net (5–8 June 2026), and

Credit the cashback amount due, up to the promotional maximum of €2,000.

I am providing the promotional emails and the cashback calculation email as evidence.

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Hello,

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 clarify whether you manually activated the cashback bonus or if it was granted automatically?
• Would you be able to document your net losses from the relevant period and share the relevant evidence of your claim with me?
• Could you kindly send me a link to the cashback bonus you are referring to?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila