Casino failed to apply requested selfexclusion and allow gambling activity

Hello, I am filing an official complaint regarding Frumzi Casino for failing to apply my self-exclusion request. Because of their negligence, I continued to deposit and play money after clearly asking to be excluded due to a gambling problem.

On November 3rd, 2024, I contacted Frumzi Casino and requested a permanent self-exclusion due to my gambling addiction. My request was clear, urgent, and mandatory. According to responsible gaming rules, a casino must immediately block the account once a player requests exclusion.

Instead, Frumzi ignored the request. I received no exclusion, no closure, and no confirmation after multiple messages. I received a late answer only on November 12th, 2025, which is unacceptable. Even worse, after I replied on the same day confirming again that I wanted permanent exclusion, the casino still did not close ,y account, allowing me to continue depositing and playing.

Because the casino failed to apply my mandatory exclusion, I was able to deposit and lose a total of $8,170 CAD only due to their negligence. These deposits occurred after my exclusion request and should have been impossible if Frumzi had respected responsible gambling obligations.

Requested Resolution:

Immediate closure of my account

Permanent self-exclusion

Refund of the $8,170 CAD deposited after November 3rd, 2025

Written confirmation that the refund has been processed

Evidence provided:

Proof of my exclusion request on November 3rd (chat/email screenshot)

Proof of their late response on November 12th

Proof of deposits totaling $8,170 CAD made after my exclusion request

I ask AskGamblers to assist me in enforcing responsible gambling regulations, as Frumzi failed to protect a vulnerable player. Thank you for reviewing my complaint.