Frumzi Casino - プレイヤーの賞金は没収されました。

I received a €40 no deposit bonus and turned it into €1600. The next day, my account was emptied, leaving me with just €200, which I couldn't even withdraw.

Μου έδωσαν μπόνους χωρίς κατάθεση 40 ευρώ έκανα τα 1600 τζίρο και τν επόμενη μέρα μου είχαν αδειάσει τν λογαριασμό και με άφησαν με 200 ευρώ και ούτε αυτά μπορούσα να σηκώσω

Dear Soliman,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the Bonus Terms and Conditions, and this is what I found: 

7.16 Any no-deposit casino bonus has wagering requirements of x40 (forty). Any such bonus has a maximum withdrawal limit of x5 (five) the bonus amount received. For example, a EUR 20 (twenty) no-deposit bonus will have a maximum withdrawal limit of EUR 100 (one hundred). Any winnings above EUR 100 (one hundred) will not be eligible for withdrawal and will be voided and removed from the account balance at the withdrawal stage.

I would like to emphasize that according to our Fair Gambling Codex, we consider the imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.  

Best regards, 

Veronika

Dear Soliman,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.