Frumzi Casino - プレイヤーのアカウント閉鎖リクエストが遅れています。

Casino does not close my account even though I have already written 7 emails.

Casino schließt meinen Account nicht obwohl ich bereits 7 Mails geschrieben habe.

Dear stickeralarm,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.f@casino.guru.

Thank you very much in advance.

Best regards,

Veronika

Dear stickeralarm,

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.

Hello,

It's about self-exclusion, but the casino isn't complying with the request!

Hallo,

es geht um einen Selbstausschluss. aber das Casino kommt der Aufforderung nicht nach!

Thank you for your reply. When applying for self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, the email subject should be clearly marked and easily recognizable as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period, and self-exclusion cannot be lifted before the end of the agreed period."

If you did not specify in your conversations that you wanted to close your account due to gambling addiction, please fill out the template I gave you, send it to the casino, and add my email address, veronika.f@casino.guru, as a CC.

Hello, I sent the mail with you in CC

Hallo, ich habe das Mail mit Ihnen in CC gesendet

Thank you for the email. Have you received any response from the casino yet?

no response from the casino!

keine Antwort vom Casino!

Thank you very much, stickeralarm, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello stickeralarm, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Frumzi Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.