Frumzi Casino - O pedido de encerramento da conta do jogador foi ignorado.

According to its homepage, Frumzi will close an account upon request within 24 hours.

I had the first time on 28.06.2025 about I requested that my account be closed. All I received was an automated email (Support No. 31010570). To date, I've received no further response.

When I asked about this in the chat on 30 June, I was told to contact Report it. Here, too, only an automatic response. (Support No. 31078516)

No action within 24 hours.

The next time I asked for my account to be closed was on July 7th. The following day (Support 31474687) I was asked why, and I asked for it to be closed without giving a reason. Again, nothing happened. On July 10th, I was asked if I wanted to receive a bonus instead of closing my account. The question about which bonus remained unanswered. On July 11th, I wrote an email saying that if no bonus offer came along, I would ask for my account to be closed. Again, just silence. There was no response to several inquiries in the chat and by email on July 13th.

A response in the form of a bonus offer came on July 14 at 1:59 PM. Since I was able to continue depositing at any time during the entire attempt to close my account (June 28, 6:00 PM to July 14, 2:00 PM), this was obviously far too late.

This caused me damages of €5,430, which I would like to reclaim.

Frumzi schließt laut Homepage ein Konto auf Wunsch innerhalb von 24 Stunden.

Ich hatte erstmalig am 28.06.2025 über support@frumzi.com um die Schließung meines Kontos gebeten. Dazu war alles was ich erhalten hatte eine Automatische E-Mail (Support Nr. 31010570) Bis heute keine weiter Rückmeldungen dazu.

Auf Nachfrage im Chat dazu am 30.06. hieß es ich solle mich an vip@frumzi.com melden. Auch hier erstmal nur eine automatische Antwort. (Support Nr. 31078516)

Kein Handeln innerhalb von 24 Stunden.

Das nächste Mal hatte ich am 07.07. darum gebeten mein Konto zu schließen. Am Folgetag (Support 31474687) wurde ich nach dem Grund gefragt und ich bat darum ohne Begründung zu schließen. Es ist wieder nichts passiert. Am 10.07. wurde ich gefragt ob ich statt der Kontoschließung einen Bonus erhalten möchte. Die Frage nach welchen Bonus es sich handelt blieb unbeantwortet. Am 11.07. hatte ich per Mail geschrieben wenn kein Bonusangebot kommt bitte ich endlich um Kontoschließung. Wieder nur Schweigen. Auf mehrere Nachfragen im Chat sowie am 13. Juli per Mail kam keine Reaktion.

Eine Antwort in Form eines Bonusangebotes kam am 14.07. um 13:59 Uhr. Da ich während des ganzen Versuchs mein Konto zu schließen (28.06. 18:00 Uhr bis 14.07. 14:00 Uhr) jederzeit weiterhin einzahlen konnte, war dieser Zeitpunkt natürlich viel zu spät.

Mir ist dadurch ein Schaden von 5430€ entstanden den ich hiermit zurückfordern möchte.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Veronika

I have forwarded the history to Support 31474687 via email. You can find everything there

Greetings

Hallo Veronika

Ich habe Ihnen den Verlauf zu Support 31474687 per Mail weitergeleitet. Daraus können Sie alles entnehmen

Grüße

Thank you for your email. I have reviewed the communication you provided, and unfortunately, we will not be able to assist with your refund requests.

Please note that we can only help obtain a refund of lost deposits in cases where the player clearly states that they are suffering from gambling addiction and wishes to self-exclude for this reason. Since you did not specify why you wanted your account to be closed, we cannot consider your case as a failure on the casino’s part to uphold responsible gambling measures.

While we cannot help you recover your lost deposits, we can guide you in submitting a valid self-exclusion request to ensure your account is properly closed.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Frumzi Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to Frumzi Casino and keep me informed about any further developments. Thank you in advance. 

I sent the last email requesting closure on July 14. It also stated that I wanted to close permanently due to addiction. I only received an automated reply. The account is still open! Just yesterday, I lost another €2,000. 😔

I have just forwarded the two emails to you again.

Die letzte Mail mit Schließungswunsch habe ich am 14.07. gesendet. Darin steht auch, dass ich aufgrund von Sucht dauerhaft schließen möchte. Darauf habe ich auch nur eine automatische Antwort bekommen. Das Konto ist noch immer geöffnet! Erst gestern habe ich wieder 2000€ Verlust. 😔

Die beiden Mails habe ich Dir gerade nochmal weitergeleitet.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Smarterin, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Frumzi Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Smarterin,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Frumzi Casino Team

Dear Frumzi Casino Team, thank you very much for looking into this issue for us!

Could you please check the player's cashier history and confirm the 1,000€ in question? If it was really a cashback from the week before, I believe the player is right requesting the full amount of deposits to be refunded.

Hello

I've now requested the history myself. It should be easy to verify.

Hope to hear back and reach an agreement soon!

Hallo

Ich habe nun selbst auch die Historie angefordert. Das müsste ja schnell prüfbar sein.

Hoffe auf baldige Rückmeldung und Einigung!

Dear All,

We would like to reiterate the situation to ensure full clarity.

The player requested account closure on the 14th of July, citing concerns related to addictive behavior.

In order to address this matter appropriately, we have decided to refund the player's net losses incurred between the 15th of July (24h after request) and the date of the account closure.

We would like to also add that the players account balance on 15th of July was 0.

Please note that this refund will be issued regardless of whether the losses were offset by cashback winnings.

We trust this clarifies the situation.

Best regards,

Frumzi Casino Team

Strictly speaking, I already requested my account closure on June 28th. Frumzi didn't respond to that first email at all, to this day. They only responded very sparingly to all subsequent ones. They barely responded to inquiries via email or chat. This resulted in losses of €7,665. This only counts from July 14th onwards, since I only listed addiction as the reason there. It's okay, but I think it would be fair if the cashback gain were irrelevant and €2,245 were still refunded. It's a small fraction of the total loss.

Genau genommen habe ich die Schließung meines Kontos bereits am 28.06. beantragt. Frumzi hat auf diese erste Mail gar nicht geantwortet, bis heute. Auf alle weiteren nur sehr spärlich. Auf Nachfragen per Mail und im Chat so gut wie gar nicht reagiert. Mir sind dadurch Verluste von 7665€ entstanden. Das jetzt nur ab 14.07. zählt, da ich erst dort die Sucht als Grund angegeben habe, okay aber ich fände es fair wenn der Cashback Gewinn keine Bedeutung hätte und trotzdem 2245€ erstattet würden. Es ist ein kleiner Bruchteil des Gesamtverlustes.

Dear Smarterin, I will try to shed some light on the current situation, hopefully it will help you to understand the situation and why it has been handled this way.

From my experience, unless gambling addiction is clearly mentioned, casinos tends to be very slow with regular account closure, due to the fact that a lot of players are abusing this to get additional bonuses. Usually the player after a hefty loss asks for their account to be closed, just to ask for reopening few days later, once the anger fades, or until a bonus has been granted by the casino. This creates a lot of additional admin work for the already busy support teams.

Also, during a regular account closure, it is assumed the player is not addicted, therefore has no problem to stop gambling and stop making further deposits, until the confirmation about account closure comes through.

But as you can see from your own experience, as soon as the addiction has been mentioned, the account has been closed within 24 hours. And if no balance has been voided during the account closure, I won't be able to insist on refunding any deposits made during the time the casino was not aware of your addiction. For this reason it is always extremely important to provide all the information to the support team, and inform them about gambling problems ASAP.

So unless you have informed the casino about the gambling addiction before 14th July, I don't think there is much else to request. Hope this helps to explain the situation a bit better, and if you have any further questions, please do not hesitate to ask.

Dear Frumzi Casino, thank you very much for the confirmation. Please, let us know once the payment has been processed, and if you can confirm the account will be never reopened and all the marketing communication will cease, that would be much appreciated.

I understand all of this perfectly. However, when I, as a supposed VIP, repeatedly inquire about the (normal) account closure, both in chat and by email, and there's no response for (4!) days, I find it extremely annoying. I wrote in chat several times every day that this was really urgent. I've written emails, and nothing has happened. Therefore, as I said, I think it would be fair to receive more than the net loss from July 15th. But I'll probably just have to accept not receiving more.

Ich verstehe das alles sehr gut. Wenn ich aber als angeblicher VIP mehrmals Nachfrage was mit der (normalen) Kontoschließung ist, sowohl im Chat als auch per Mail, und es kommt (4!) tagelang gar keine Antwort finde ich das äußerst ärgerlich. Ich hatte jeden Tag mehrmals im Chat geschrieben, dass das wirklich dringend ist. Ich habe Emails geschrieben und nichts ist passiert. Daher fände ich es jetzt wie gesagt fair mehr als den Nettoverlust ab dem 15. Juli zu bekommen. Aber ich werde mich wohl damit abfinden müssen nicht mehr zu erhalten.

The money just arrived.

THANK YOU! for the help and support, Veronika and Matej!

Frumzi

It was truly very poor communication. Even at the insistence of the ("VIP") customer, who is supposedly so valued, not to contact them for four days is completely incomprehensible! I am beyond disappointed! The damage is enormous! Perhaps they could first activate a deposit freeze or gaming pause for other customers when they request account closure, and only then clarify the why, how, and wherefore...

Das Geld ist gerade angekommen.

DANKE! für die Hilfe und Unterstützung Veronika und Matej!

Frumzi

Es war wirklich eine sehr schlechte Kommunikation. Auch auf Drängen des ("VIP")-Kunden, der angeblich ja so geschätzt ist, sich über 4 Tage nicht zu melden, völlig unverständlich! Ich bin mehr als enttäuscht! Der Schaden enorm! Vielleicht können sie bei anderen Kunden erstmal einen Einzahlstopp oder Spielpause aktivieren wenn dieser die Schließung seines Kontos beantragt und dann erst klären wieso, weshalb, warum....

I would like to thank the Frumzi Casino for facilitating the account closure and the refund, as well as to Smarterin for the final confirmation.

Although the account has been closed and refund issued, I will be marking this complaint as "rejected". This is because I feel the player is not fully satisfied with the outcome - and we do not consider such cases as successfully resolved.

While I understand the frustration of seemingly being ignored for 4 days, I have to reiterate that the conversation shared was along the usual lines of "give me bonus or I quit". And as casinos are getting dozens of such requests daily, I believe the support team entered this request into the que and it simply got stuck there, waiting for its turn to be resolved by providing some kind of a bonus. Whether VIP players should be treated like this, I will leave to be considered by anyone reading this public thread for themselves.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It is recommended to have a trusted friend or a family member to set up the app's password in your stead, for maximum protection against gambling sites.

I am sorry we could not be of more help on this occasion, dear Smarterin. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.