Frumzi Casino - Заявката за закриване на акаунт на играч се игнорира.

Good day,

I have repeatedly asked Casino "Frumzi" to close my account. Unfortunately, it appears to be an unreliable casino, and instead of deleting my account, I keep receiving offers and other promotional material. I just received a €7.00 login bonus, which I, as always, gambled away on principle, without winning anything.

My questions:

• Why has my account not been deleted and deactivated despite multiple requests?
• Why do I continue to receive emails, offers, etc. despite repeatedly requesting to unsubscribe, even though I don't want them?
• When will my account be deleted, and does this provider frequently ignore deletion requests?
• Is this behavior the norm?

Guten Tag,

ich habe das Casino "Frumzi" bereits mehrfach gebeten - mein Konto zu schließen. Leider handelt es sich offenbar um ein unseriöses Casino, und statt zu löschen bekomme ich immer wieder irgendwelche Angebote etc. Gerade habe ich ein 7,00 €-Login-Bonus erhalten. Diesen habe ich nun, wie immer ohne Gewinne, aus Prinzip verspielt.

Meine Fragen:

• Warum wurde mein Konto, obwohl mehrfach darum gebeten, weiterhin nicht gelöscht und deaktiviert?
• Warum bekomme ich trotz wiederholtem Löschungswunsch weiterhin Mails, Angebote etc., obwohl ich das nicht möchte?
• Wann wird mein Konto gelöscht und tritt dies öfter aus, dass dieser Anbieter Löschwünsche ignoriert?
• Ist dieses Verhalten die Regel?

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

Self-exclusion request: You can contact the Support Service Team via e-mail at [email protected], and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Dear MorlaCore,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru