Frumzi Casino - Os fundos de bônus dos jogadores foram confiscados.

Well, it's quite simple to explain. I received an SMS with a bonus from this casino, which I duly claimed on the last day that the offer was valid. After depositing 50 euros, I began to play. The offer was for a 100% deposit match, requiring a 30x wager. I had around 100 euros after about 30 minutes of play... suddenly, my balance dropped to zero, and I was informed that the bonus had expired. Excuse me? While the offer validity period may have expired, there was no mentioned expiration on gameplay or wagering. Yet, my funds were withdrawn, just like that. It feels like a scam. They argue that since the offer validity was expiring, if you claim it one minute beforehand, they can simply take your money, even though this rule is nowhere to be found. I’m attaching a screenshot showing today's deposit and the activation of the bonus.

Bueno es muy facil de explicar. Recibo un sms con un bono en esta web y me atengo a él , el último día en el que puedo acceder a la oferta. Accedio a ella y empiezo a jugar despues de haber hecho un deposito de 50 euros. Es del 100% de deposito a un 30x del total. Accedo y empiezo a jugar. Estoy en mas o menos los 100 euros despues de jugar unos 30 minutos... y de pronto se me pone el contador de dinero a cero y se me dice que ha caducado el bono.. Perdon ????? habrá caducado la validez de acceso a la oferta pero no de juego del Wager, ya que en ningun sitio venía esa caducidad. Pues se me retiro el dinero y punto, La estafa esta hecha. Dicen que como caducaba la validez de la oferta pues si accedes a ella 1 minuto antes pues que te roban y ya esta, aunque no aparezca en ningun sitio esa norma. Les dejo captura de el dia de hoy del ingreso y de la activacion del bono

Dear golfo94esp,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please post here or forward me the SMS with the bonus you activated?
• Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

I have sent you an email with screenshots, if you need more, do not hesitate to ask for it, even if you want to have an online remote desktop conversation to find out the details. Thank you

Le he enviado un correo con capturas si necesita más no dude en pedirla en incluso si quiere mantener una conversacion online de escritorio remoto para conocer los detalles. Gracias

Thank you for your reply, golfo94esp. Could you please advise which games you focused on while playing with this bonus - slots, live casino, sports betting, etc.?

Additionally, I have not received any emails with communication between you and the casino. Please forward it as soon as possible, so that we can proceed with this complaint.

Good afternoon again. Communication with the casino was through chat. There was no communication by mail. If because of this error you have to close the complaint, do so and I will tell you sincerely. The same reason I told you and it is in the email I sent you (which I don't know if you received) that the financial amount was withdrawn 30 minutes after starting the bonus, something unprecedented, at least for me. You cannot offer a 50x bonus with 30 minutes. When I acquire it I understand that the remaining bonus time is to use it, not to fulfill the wager. Normally it is 48 hours at least. If you have not received my emails, tell me and we will establish another communication and shipping system. But I repeat, if the fact of not having spoken by email with the casino since the chat made it very clear to me what was happening is an error for which I should withdraw my complaint, then tell me and that's it, although I may or may not agree . Thank you anyway for your interest and I sincerely hope to continue with the complaint because other players could fall into this error or "trap" of accessing a bonus with a literally impossible time to meet the wager.

Buenas tardes de nuevo. La comunicación con el casino fue a traves de chat. No hubo comunicación por correo. Si por ese error tiene usted que cerrar la queja hágalo y se lo digo desde la sinceridad. La misma por la que le digo y está en el correo que le he mandado ( que no se si ha recibido) que se me retiró el montante económico 30 minutos despues de iniciar el bono, algo inédito, al menos para mi. No se puede ofrecer un bono 50x con 30 minutos. Cuando yo lo adquiero entiendo que el tiempo que resta de bono es para hacer uso de él , no para cumplir el wager. Normalmente es de 48 horas al menos. Si no ha recibido mis correos digamelo y establecemos otro sistema de comunicación y envio. Pero le repito, si el hecho de no haber hablado por correo con el casino ya que el chat me dejó muy claro que es lo que había es un error por el que debo desistir de mi queja pues comentemelo y ya está, aunque puedo o no estar de acuerdo . gracias de todas formas por su interés y espero sinceramente seguir adelante con la queja porque otros jugadores podrían caer en este error o "trampa" de acceder a un bono con un tiempo literalmente imposible para cumplir el wager

Thank you very much, golfo94esp, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello golfo94esp,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Frumzi Casino to join the conversation and participate in the resolution of this complaint.

Dear Frumzi Casino,

Can you please provide further insight into why the player's bonus has expired in such a short amount of time?

Kind regards,

Adam

Hello golfo94esp,

There has been no response from the casino so far, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask Frumzi Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear all,

Thank you for reaching out!

We would like to inform you that the Terms and conditions of the bonus include the expiration date of the bonus. 

However, as a sign of goodwill we have re-credited the 50 EUR bonus back to the customer's account.

We hope this helps us resolve the matter. 

Sincerely,

Frumzi administration

Thank you for your response, Frumzi Casino.

Dear golfo94esp,

Please respond and confirm if we can now consider the matter to be resolved.

Kind regards,

Adam

Well, it is not my intention to keep this contentious because I am not one of those stories. If the casino becomes aware that it should not offer a bonus that ends in minutes (which was my only intention) I can close the complaint as it turns out. Thanks to Casino Guru, as always for coming forward, and in this case to Frumzi because I am sure that together we will have reached a positive conclusion for the user. Good afternoon and sorry for any inconvenience this may have caused.

Bueno, no es mi intención mantener este contencioso porque no soy de esas historias. Si el casino toma conciencia de que no debería ofrecer un bono que acaba en minutos (que era mi unica intención) por mi se puede cerrar la queja como resulta. Gracias a Casino Gurú, como siempre por dar la cara, y en este caso a Frumzi porque estoy seguro de que entre todos habremos llegado a una conclusión positiva para usuario. Buenas tardes y perdón por las molestias que pudiera haber ocasionado.

Hello golfo94esp,

Thank you for your comments. I'm glad to hear that you consider your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam