Frumzi Casino - Failure to Enforce Self Exclusion Resulting in Significant and Distress

Dear AskGamblers team,


Please provide us with the customer's email address / username in order to assist accordingly.


Best regards,
Frumzi.com

Dear Frumzi Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hello,

I would like to respectfully note that this matter is having a significant, distressing and time-sensitive financial hardship impact on me, and I would appreciate a timely substantive response once my account details are reviewed.

I remain fully available to cooperate and provide any additional information required to help resolve this matter as efficiently as possible.

Thank you for your attention. And thank you Ask Gamblers for your support.

Dear Username16,


We would like to ensure you that your account is permanently closed now and we are investigating further your request.

Once we have an update, we will contact you!


Best regards,
Frumzi.com

I will await your response in this thread as i have received a new response from
your complaint department as follows:

administration (Frumzi)
19 Jan 2026, 16:11 EET

Thank you for contacting us.

We kindly inform you that your account has been permanently closed.

We would like to kindly draw your attention to the following point from our Terms and Conditions, which you agreed to before registering:

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Pursuant to the aforementioned articles, there is no refund available for your account.

Best regards,
Frumzi Team.


As outlined in the complaint, this matter concerns a breach of responsible gambling obligations, which resulted in significant financial hardship and harm due to lack of safeguard enforcement. This issue thereforep extends beyond a standard Terms and Conditions dispute.

If this matter is not addressed satisfactorily through the AskGamblers mediation process, I will proceed with escalation to the relevant regulatory authority, namely the Curaçao Gaming Control Board.

This matter raises serious concerns regarding licensing compliance and a failure to uphold responsible gambling obligations intended to keep players safe from preventable harm.

I will now continue communication via AskGamblers for any further handling of this complaint only.

Dear All,


We would like to clarify with you that the account was closed as soon as the customer mentioned his responsible gambling issues and until 14/01/2026 there have been no indication of such.

We would like to apology for the technical issue, but we should point out that the customer did not inform us for the reopening of the account and made no effort to reach out us and indicate that he would like the account to be closed.

Let's also point out that we are fully committed to the Responsible Gambling principles, and, in accordance with the Responsible gambling page, we ask the customers to notify us when they feel like they need a break from gambling, and we will close the account as soon as practicable. Since the customer didn't reach out until 14/01/26, and the account was closed shortly after, we believe that there are no grounds for a refund.

We hope this clarifies the matter for you!



Best regards,
Frumzi.com

Dear Frumzi Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your statement that the casino acted according to Responsible Gambling regulations. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear Frumzi representatives,

Thank you for your response. I would like to respectfully clarify several factual points, as the timeline presented does not reflect my documented history with Frumzi.

I first requested that my account be permanently closed and self-excluded in April 2025, not January 2026. My original request was requested and ignored mutiple times throughout April 2025 via your support chat. I then escalated via the attached emails requesting confirmation of closure. Specifically, I contacted Frumzi on April 30, 2025, and again on May 1, 2025, clearly requesting permanent account closure and self exclusion. These requests were made multiple times, both via email and through Frumzi’s online account/portal system. Copies of my email communications are attached.

I respectfully request that Frumzi present and confirm all internal records and communications from April and May 2025, including:
- Emails received from me requesting permanent closure and self-exclusion, and
- Any submissions, tickets, or logs generated through their online portal or account system related to these requests.

The failure occurred at that time.

After these April–May 2025 requests, I successfully quit gambling and did not actively use the account. However, despite requesting closure, I continued to receive daily bonus and promotional emails, including invitations to return and “rejoin” my account. These communications continued without my consent until December 2025 when relapse occurred.

This ongoing promotional contact constitutes unwanted solicitation after a responsible gambling closure request, and it materially contributed to my relapse in December 2025.

When I contacted Frumzi again in January 2026, it was not a first request, but rather a follow-up after months of system failure and continued marketing contact.

For clarity:
- My responsible gambling and self-exclusion request did not begin on January 14, 2026
- The failure to close my account occurred in April–May 2025
- Multiple closure requests were made via email and the online portal
- Promotional emails continued after my closure request, contrary to responsible gambling standards
- The devastating relapse in December 2025 was a direct result of this failure to safeguard despite many requests to close and exclude the account.

Thank you for your time

Dear Username16,


The account was closed on 3th of May 2025 as per your request and you were informed about it via email.

As we mentioned, due to technical issue the account was reopened, but you did not inform us for the reopening in order to prevent you from playing and close the account again.

As per our "Responsible gaming" tab on the website there is a "Maintaining control" section in which is mentioned that when customer needs to take a break from gambling, he/she should contact us via email in order to close the account.

The account was closed once you have contacted us, so the procedure was correctly done from our side.

Therefore, based on the aforementioned, we believe that there are no grounds for a refund.


Best regards,
Frumzi.com

Thank you for your response.

I must clarify several points, as your position is inconsistent with both the facts of this case and your own prior actions.

You state that my account was closed on May 3, 2025 at my request. However, this assertion is contradicted by the fact that I continued to receive daily promotional emails and bonus notifications well after that date until it was actually closed January 14 2026 This indicates that my account was not fully closed or effectively excluded, despite my request.

You further acknowledge that the account was later reopened due to a technical issue on your side, without my request or consent. I was not notified that the account had been reopened, nor was I informed that I needed to take additional action to prevent access or reinstate the closure.

Despite this, your complaints team has already extended a settlement offer in relation to this complaint. Given that an offer was made, your current statement that there are “no grounds for a refund” directly contradicts your earlier position.

Thank you for your response.

I must clarify several points, as your position is inconsistent with both the facts of this case and your own prior actions.

You state that my account was closed on May 3, 2025 at my request. However, this assertion is contradicted by the fact that I continued to receive daily promotional emails and bonus notifications well after that date. This indicates that my account was not fully closed or effectively excluded, despite my request.

You further acknowledge that the account was later reopened due to a technical issue on your side, without my request or consent this in itself is where the safeguard failed. Requesting to self exclude means that my account should not be reopened, if the technical error occurred at fault of the casino, the safeguard failed its purpose. I was not notified that the account had been reopened, nor was I informed that I needed to take additional action to prevent access or reinstate the closure. The only action i had to take was request it be closed, the liability is then on the casino to enforce that request.

Despite this, your team has already extended a settlement offer in relation to this complaint. Given that an offer was made, your current statement that there are “no grounds for a refund” directly contradicts your earlier position. See attached email with the settlement offer.

Accordingly, I require clear clarification on the following:
1. On what basis a settlement was offered if you now claim there are no grounds for a refund.
2. Whether that offer remains valid, has been withdrawn, or is being modified.
3. How continued promotional contact and the reopening of a self-excluded account due to a technical error complies with your responsible gambling obligations.

Until these contradictions are addressed, the matter cannot be considered resolved and Frumzi has not held true to its responsible gambling obligations.

I look forward to your clarification.

Self-exclusion is a regulatory safeguard required under licensing and responsible gambling obligations, designed to protect individuals during periods of vulnerability.

If an account is reopened due to a technical error on the casinos side and daily promotional communications continue for months, that safeguard fails, and responsibility under regulatory and licensing standards rests with the operator. There is no reasonable expectation for me to have known there was a technical error on your end and be expected to then protect myself from that error.

I made the request several times as already proven. The self admitted technical error caused the casino to fail in their responsibility to uphold that request therefore the procedure was not correctly done on your side or the account could not have been accessed as per the purpose of self exclusion.

I am wondering if there have been any updates on this complaint?

Thank you,

Dear Username16,


We would like to clarify with you that when your account was closed on 3rd of May 2025, your communication programs were closed, so you should not have received a promotional offer from our side.

Also, it is your responsibility to contact us when you find out that your account is open, as per the Responsible Gambling tools available on the website which you have accepted when creating an account.


Best regards,
Frumzi.com

Dear @Username16,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

No, I do not consider this issue resolved.

I need to clarify that I did receive ongoing communications after my account was closed on May 3, 2025. These communications were not limited to general promotional messages but also included daily bonuses and direct communications from Frumzi’s VIP team.

This directly contradicts Frumzi’s statement that all communication programs were closed at the time of account closure. As such, I respectfully request that Frumzi submit their internal records for review, including:
• All promotional emails, messages, and bonus offers sent to me after May 3, 2025
• Any communications originating from the VIP team during this period
• The status of my marketing and VIP communication subscriptions following account closure

Additionally, Frumzi has not yet clarified how a technical error allowed my account to remain accessible and permitted continued gambling after it was supposedly closed. I request that the casino explain:
• What system or process failed
• How long the failure persisted
• What safeguards were in place to prevent this
• Why those safeguards did not function as intended

Further, the casino previously offered me a settlement in relation to this matter. To date, I have not received any clarification regarding the status of that settlement offer, nor whether it remains valid or has been withdrawn. I request that Frumzi confirm the current status of this offer.

Until these discrepancies are addressed and supporting documentation is provided, the matter remains unresolved. I ask that this information be submitted to AskGamblers for independent review so the complaint can be assessed accurately and transparently.

Thank you for continuing to review this matter.

Dear Frumzi Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player that specific terms were breached, and that casino should not refund the player - even though reopening of the account happened on casino behalf. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear Ask Gamblers Team,

To clarify, I do not consider this matter resolved, and I would appreciate confirmation of whether the following points have been formally raised with the casino for internal review:
• Submission of records showing all promotional and VIP communications sent after May 3, 2025
• Explanation of how a technical failure allowed continued access and gambling after account closure and
• Clarification on the current status of the settlement offer previously extended to me

Could you please confirm whether these items have been escalated internally with the casino, and advise on the next steps or expected timeline for a response?

Thank you very much for your assistance.

I also possess clear documentation which shows that Frumzi casino continued daily promotional and VIP marketing to me however i believe the responsibility lays on the casino to provide their marketing logs.

see attached the settlement offer once more. as well as a very small example of Frumzis daily aggressive marketing for me to return to my account after may 2, 2025 and before my relapse early January i have pages and pages of emails from them which i request they also submit for review since they deny having sent me any marketing since May 2 2025.

If this matter is not resolved and the funds are not refunded, I will be escalating the complaint to the Malta Gaming Authority (MGA), the casino’s licensing regulator, for review under Responsible Gambling and player-protection obligations. This escalation would be made in the interest of safeguarding vulnerable players and ensuring compliance with responsible gambling standards.

Correction for clarity: After reviewing the operator’s own license disclosure, I understand that Frumzi is licensed by the Gaming Board of Anjouan (Union of Comoros). Any escalation would be directed to the operator’s licensing authority accordingly.

Dear Username16,


We are checking further your request and will be back with an update in the nearest time possible.


Best regards,
Frumzi.com

I appreciate that i will await the results of the review.

Dear Frumzi Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.