Frumzi Casino - プレイヤーの賞金が遅れます。

Placed a $200 bet on blackjack.

Did not receive $400 win.

Couldn’t place any other bets on the table.

Escalated issue to casino, they admitted there was a payment mistake and that they are chasing the winnings from the game operator. This has been going on for over 12 days now and the casino isn’t responding to my emails of WhatsApp messages anymore

Dear Vic40,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Frumzi Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly that after your win wasn't credited to your balance you further couldn't place any bets?
• Have you taken screenshots of the issue?
• Could you please share screenshots of the 2 last rounds as they appear in your gaming history? (a round that concluded without issues, and the round where you experienced the issue)
• When was the last time you successfully reached casino support and received a reply?

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,

Tomas

Hi Tomas,

It was the first bet that I placed at the table so there is no previous bets AND there are no screen shots of the game history.

But I do have screenshots of the game ID etc attached.

Support has never responded to me via email - first email was sent 23 January.

I also raised the issue to customer support on the same day of incident and was told to „be patient".

My VIP manager has also not made any contact with me since 23 January

Please see the response from the VIP manager from 16 January

Dear Vic40,

Has the casino credited you the winnings since your last post?

Hi Tomas,

Unfortunately no they haven’t.

I also reached out to the VIP manager 20 hours ago to ask for an update and have not received a response.

Still no email correspondence from their support team either.

Thank you very much, Vic40, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Thanks Tomas,

I can also confirm that I still have not heard from either the support team or from my VIP manager. Neither of them has responded to my last emails/ WhatsApp messages from 23 January 2025.

Hello there,

Thank you Vic40 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Frumzi Casino for their help in resolving this complaint. We would like to know what is the issue with the bet and what can we do to help the player receive their winnings.

Thank you!

Please note I still have not heard from Frumzi.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for reaching out!

Please be informed that we are looking into the matter and will provide updates as soon as we have them.

Thank you for your patience!

Best regards,

Frumzi team

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

As you can see, there is no response from the casino. Their communications are terrible. They have however paid me the outstanding $400 a few days ago.

6 weeks later, no apology, no explanation, no compensation for the delay in payment whilst the funds sat in their account this whole time.

Dear Vic40,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter