Complaint #1
Frumzi Sportsbook
Account closure and seizure of funds
5 months ago
After several weeks of playing on the Frumzi website, I attempted to make withdrawals from my account. A few days later, when I tried to log in to my account, I found that I couldn't log in and an error message appeared. I contacted the site's live chat because I didn't understand what was happening, and I was informed that my account had been closed following a decision by management (see attached).
I then sent an email to support to ask for an explanation for this decision, and I was told that “your account has been permanently closed as a result of an internal administrative decision,” which did not explain why my account had been closed (see attached).
I then asked for the funds that were in my account at the time of its closure to be returned to me.
I was told that my request had been transferred to the relevant department (see attached).
After several days without a response, I sent a follow-up email to ask about the status of my request, but I received almost the same reply, telling me that my request had been escalated to the relevant department (see attached).
After many more days without a response, I contacted support once again to finally get my money back, and this time I received the following reply: “We would like to inform you that, in accordance with our Terms and Conditions, any balance, withdrawal, or open bet in your gaming account has been voided during the process.” (see attached)
I therefore understand that Frumzi is trying to steal my money with impunity by closing my account without any explanation and refusing to give me my money back.
I categorically deny that I have done anything to violate the Terms and Conditions of the Frumzi website.
I am therefore asking for your help in obtaining restitution and recovering the funds that were in my account before it was closed by Frumzi. Failing that, I ask Frumzi to kindly provide evidence of the allegations against me that justify the closure of my account and the seizure of my funds.
Thank you in advance for your help.
I then sent an email to support to ask for an explanation for this decision, and I was told that “your account has been permanently closed as a result of an internal administrative decision,” which did not explain why my account had been closed (see attached).
I then asked for the funds that were in my account at the time of its closure to be returned to me.
I was told that my request had been transferred to the relevant department (see attached).
After several days without a response, I sent a follow-up email to ask about the status of my request, but I received almost the same reply, telling me that my request had been escalated to the relevant department (see attached).
After many more days without a response, I contacted support once again to finally get my money back, and this time I received the following reply: “We would like to inform you that, in accordance with our Terms and Conditions, any balance, withdrawal, or open bet in your gaming account has been voided during the process.” (see attached)
I therefore understand that Frumzi is trying to steal my money with impunity by closing my account without any explanation and refusing to give me my money back.
I categorically deny that I have done anything to violate the Terms and Conditions of the Frumzi website.
I am therefore asking for your help in obtaining restitution and recovering the funds that were in my account before it was closed by Frumzi. Failing that, I ask Frumzi to kindly provide evidence of the allegations against me that justify the closure of my account and the seizure of my funds.
Thank you in advance for your help.
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