Frumzi Casino - Депозит игрока был задержан.

On November 26, I made a deposit which was rejected by the site, yet the money was deducted from my account. I contacted support, and they kept reassuring me that the money would be refunded within 48 hours, then within 96 hours, and so on, but nothing happened. I sent emails with screenshots and statements showing proof of my payment, and it’s been a week and a half without any news from the casino.

Il 26 novembre ho effettuato un deposito, dal sito è stato rifiutato e tuttavia dal mio conto sono stati detratti i soldi. Ho provveduto ad avvertire l'assistenza che ha continuato a rassicurarmi dicendo che mi sarebbero stati riaccreditati entro 48 ore, poi mi hanno entro entro 96 ore, e così via senza che succedesse nulla. Ho mandato via email screenshot ed estratti conto contenenti la prova del mio pagamento ed è da una settimana e mezzo che non ricevo notizie dal casinò.

Dear pistolaangelo2004,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

Dear pistolaangelo2004,

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.

Hi thanks for the reply, I'm still waiting for updates from the casino, they keep saying it takes time so I can't do anything but wait.

Ciao grazie della risposta, sto ancora aspettando aggiornamenti dal casinò, continuano a dire che serve tempo quindi non posso fare altro che aspettare.

Dear pistolaangelo2004,

Did you forward the payment confirmation from your provider to the casino as proof of deposit?

Have you been in touch with your payment provider too regarding this issue?

Additionally, please forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru.

Awaiting your response.

Regards,

Nick

Dear pistolaangelo2004,

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.

Hi Nick, thanks for the reply. I have long since provided all the proof of payment to the casino, via screenshots and also by sending my bank statement to verify my card movements. As for contacting the payment provider I don't know how or what to do. I can send you my conversations with the casino but it's an endless series of replies telling me to wait.

Ciao Nick, grazie per la risposta. Ho provveduto da tempo ormai a fornire tutte le prove del pagamento al casinò, via screenshot e anche mandando il mio estratto conto per verificare i movimenti della mia carta. Per quanto riguarda il contattare il fornitore di pagamento non saprei come fare o cosa fare. Posso provvedere a mandarti le mie conversazioni col casinò ma sono un'infinita serie di risposte in cui mi si dice di aspettare.

Thank you pistolaangelo2004 for all the information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you pistolaangelo2004 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 deposit and what can we do to help the player receive their funds.

Thank you!

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.

Now the casino has stopped responding to my emails too. I really don't know what to say, I am deeply disappointed by this treatment bordering on fraud.

Ora il casinò ha smesso di rispondere anche alle mie email. Io non so veramente cosa dire, sono profondamente deluso per questo trattamento al limite della truffa.

Dear all,

Thank you for reaching out!

Please be informed that, in order for us to investigate a missing deposit, we require the full Bank statement from 26.11.2024 until today in PDF format.

Thank you in advance.

Best regards,

Frumzi team

I'll resend you what I already emailed you months ago here, in front of everyone 🙂

Provvedo a rimandarvi ciò che vi ho già inviato via email mesi fa qui, davanti a tutti 🙂

I have sent the statement in PDF format to your support email again. Best regards.

Ho mandato nuovamente in formato pdf l'estratto conto alla vostra email di supporto. Cordiali saluti.

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,

We are currently reviewing the matter, and will reach out as soon as we have any updates.

Best regards,

Frumzi team

Dear all

Please be informed that we are checking with the payment provider regarding the missing deposit and would get back to you as soon as we have any news from them.

Best Regards

Frumzi Team

Dear all ,

Kindly be informed that customer deposit was added manually to his gaming account , we are sorry for the inconvenience caused.

Best Regards

Frumzi Team

Thank you for the update Frumzi Casino representative.

Dear pistolaangelo2004, please confirm you received your deposit and that your issue has been resolved. Thank you in advance!

I confirm, thank you very much for your collaboration.

Best regards.

Confermo, grazie mille della collaborazione.

Cordiali saluti.

Dear pistolaangelo2004,

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