Frumzi Casino - プレイヤーのアカウント閉鎖リクエストは無視されます。

I have informed Frumzi Casino of my gambling addiction in several emails and requested that they permanently close my account. The emails are dated February 10, 11, 15, and 24. According to the casino's terms and conditions, they are obligated to close the account within 24 hours if gambling addiction is detected. This hasn't happened to date. Yesterday, I deposited another €50.00 and lost.

I now request a refund of this deposit, as the casino is responsible for it.

Ich habe Frumzi Casino in mehreren E-Mails über meine Spielsucht informiert und gebeten mein Konto dauerhaft zu schließen. Die E-Mails datieren vom 10.02.25/11.02.25/15.02.25/24.02.25. Laut den AGB des Casinos verpflichten sie sich, das Konto bei Spielsucht innerhalb von 24 Stunden zu schließen. Das ist bis zum heutigen Tage nicht passiert. Gestern habe ich erneut 50,00 € eingezahlt und verloren.

Ich bitte nun um Erstattung dieser Einzahlung, da das Casino hierfür die Verantwortung trägt.

Dear bladezeroone,

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).

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's responses? My email address is veronika.f@casino.guru.

Thank you very much in advance.

Best regards,

Veronika