Frumzi Casino - ボーナス資金からのプレイヤーの賞金は没収されました。

Hello,

I played here for the first time yesterday and deposited 45€.

I won and eventually managed to clear the bonus. When the bonus was converted from bonus funds to real money, my last 2 bets made with bonus money were simply not paid out. I should have received 44€ and 61€ (all verifiable with screenshots). The winning bets are shown in the bet history, but not in the account history. Support's justification (quote): The bets were made with bonus funds and the bonus was paid out. But isn't the money still owed to me?!

Unbelievable, I thought this casino was reputable.

Guten Tag,

Ich habe gestern das erste mal hier gespielt und 45€ eingezahlt.

Ich habe gewonnen und am ende auch geschafft den bonus freizuspielen. Als der Bonus von Bonusguthaben zu Echtgeld umgewandelt wurde, wurden meine letzten 2 Wetten mit Bonusgeld einfach nicht mehr ausgezahlt. Ich hätte einmal 44€ und einmal 61€ bekommen müssen (allees belegbar + screenshots). In der Wetthistorie werden die gewonnen Wetten auch angezeigt, in dem Kontoverlauf jedoch nicht. Der Support meint als Begründung(Zitat) : Die Wetten wurden mit Bonusgeldern getätigt und der Bonuus wurde ausgezahlt). Dennoch steht das Geld mir zu ?!

Unglaublich, ich dachte dieses Casino ist seriös.

Dear tiller522,

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. 

• Could you please share the screenshot evidence of the winning bets not being acknowledged for real winnings?
• Could you please share the justification made by the casino?
• Send emails or chat transcripts and screenshots to my email at tomas@casino.guru, or post screenshots here

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

Good day,

I have just sent you the screenshots and explanation via email, since I was unable to upload any pictures here.

Best regards

Guten Tag,

die Screenshots und Begründung habe ich soeben per Mail an sie geschickt, da ich hier irgendwie keine Bilder hochladen konnte.

Liebe Grüße

Thanks for your email.

As you might know, our forum Casino.Guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting and sports-betting rules.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

Yes please tell me this website

Ja bitte nennen sie mir diese Website

Thank you for your understanding. I will send you the list of suggested websites via email after closing this complaint.

Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.