Complaint #9
Frumzi Casino
Funds missing after trying to withdraw funds
2 years ago
Hello,
A few weeks ago, i was having a few spins on Frumzi Casino, had a nice hit on a slot, tried to withdraw some of the funds, but due to some system glitch, no withdrawal transaction was opened, but my funds are missing from my account. Contacted their 24/7 support, who were unfortunately the typical "call center" personel, who did not understand what happened and did not answer any of my questions other than "just wait it will be fine" (Well, 1.5 week passed, still not fine). Then contacted their email support, who have not even answered my request after a week and 2 reminders. After that contacted their complaints office, who have not replied either. So i am now coming to you to find a resolution for this issue, since the casino does not seem to be willing to provide any support whatsoever.
What exactly happened:
1. Feb 29th 23:36 i tried to withdraw 115000 HUF from my frumzi balance by transfer to card. Unfortunately clicked on a VISA logo, which was a bank transfer. Canceled this refund request, funds were credited back on my account seconds after.
2. Just after that i opened another withdrawal request, with a VISA Card transfer option, same amount of funds, but after selecting the amount, there was no second window to provide my card details, the amount just disappeared from my balance. There is no transaction opened on the site, nothing seems to document this.
3. Contacted support, asked them to provide an itemization of my transactions, where they will see its not a SUM 0, but a Sum negative 115000, exactly as much as my withdrawal request would have been. If you look into the transaction history, you can already see there is a gap between the canceled withdrawal and the next bet.
If you would need any additional screenshots, please let me know, i am happy to provide any evidence.
Thanks for your support,
Adam
A few weeks ago, i was having a few spins on Frumzi Casino, had a nice hit on a slot, tried to withdraw some of the funds, but due to some system glitch, no withdrawal transaction was opened, but my funds are missing from my account. Contacted their 24/7 support, who were unfortunately the typical "call center" personel, who did not understand what happened and did not answer any of my questions other than "just wait it will be fine" (Well, 1.5 week passed, still not fine). Then contacted their email support, who have not even answered my request after a week and 2 reminders. After that contacted their complaints office, who have not replied either. So i am now coming to you to find a resolution for this issue, since the casino does not seem to be willing to provide any support whatsoever.
What exactly happened:
1. Feb 29th 23:36 i tried to withdraw 115000 HUF from my frumzi balance by transfer to card. Unfortunately clicked on a VISA logo, which was a bank transfer. Canceled this refund request, funds were credited back on my account seconds after.
2. Just after that i opened another withdrawal request, with a VISA Card transfer option, same amount of funds, but after selecting the amount, there was no second window to provide my card details, the amount just disappeared from my balance. There is no transaction opened on the site, nothing seems to document this.
3. Contacted support, asked them to provide an itemization of my transactions, where they will see its not a SUM 0, but a Sum negative 115000, exactly as much as my withdrawal request would have been. If you look into the transaction history, you can already see there is a gap between the canceled withdrawal and the next bet.
If you would need any additional screenshots, please let me know, i am happy to provide any evidence.
Thanks for your support,
Adam
Screenshot
