Frumzi Casino - Refund rejected trough casino

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. 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 all,

Please be informed that in the email, the customer is referring to, they reached out from an email address, that was not associated with any account on our website. As soon as we received the request for closure from the correct email address, the account was immediately closed.

We have provided Askgamblers with the relevant evidence via email.

Please note that we encourage all the customers to keep their account information up to date, as explained in the following points of our Terms and Conditions:
4.1 By opening an account on our Website and by using our Website you warrant that:
<...>
all data and information that you have provided when registering at our Website is true and real and you will continue updating this information in case of any changes;
<...>

Based on the fact that we followed the internal procedures correctly, the customer's request for a refund has been denied.

We hope this helps to clarify the situation.

Sincerely,
Frumzi Administration

Dear all

First of all I am always write from the same email address. Also in the past I used for all kind of communications.

The casino tries to pretend that it is innocent. That is a purely protective claim.

Steps in the past:

1. my email on 11.11 was received by Frumzi. I have also sent a screenshot with my details and asked to close my account immediately.
2. then I received a confirmation email that my request was being processed.
3. the complaint email didn’t work at all.
4. obviously Frumzi did not fulfil its duty and only closed the account.
5. Frumzi probably wanted to earn more and take advantage of its position. Frumzi new exactly that I wanted to close the account. It is clear because the account was later closed, although no other email address was ever used by me. That is why this is a defensive claim.

AGAIN: I can prove that I never used a different email. I am curious how can Frumzi prove the opposite version

Dear Askgamblers,

We have replied to your email with the clarification of details you requested.

Please let us know if you need any more clarification.

Sincerely,
Frumzi Administration

Dear @maximzrh,

Rest assured that the AskGamblers Complaint Team is in contact with the Frumzi Casino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

Dear all,

We regret to inform you that despite all the AskGamblers Complaint Team requests, Frumzi Casino management failed to provide reasonable justification and/or solid evidence which could prove the validity of the accusations against player.

Unfortunately, in this situation, the AskGamblers Complaint Team has no other choice but to close the case as unresolved and advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.