Frumzi Casino - Der Antrag des Spielers auf Schließung seines Kontos wird ignoriert.

I send emails every day asking them to close my account and they've been making fun of me for a month.

The terms and conditions state that the account will be closed (if you request it) in 24 hours.

In my case, they're just trying to make fun of me.

They send an email saying it will help if I tell them the reasons and then they just don't send it again.

Στέλνω καθημερινά mails να μου κλείσουν τον λογαριασμό και με κοροϊδεύουν εδώ και 1 μήνα.

Στους όρους γράφει ότι ο λογαριασμός κλεινει(εφόσον το ζητήσεις) σε 24 ωρες.

Στη δική μου περίπτωση απλά προσπαθούν να με κοροϊδέψουν.

Στέλνουν ένα mail ότι θα βοηθήσει αν τους πω τους λόγους και μετά απλά δεν ξαναστέλνουν.

Dear Aggelikh,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

I want self-exclusion and have requested it in many ways.

Θέλω αυτοαποκλεισμο και το έχω ζητήσει με πολλούς τρόπους.

Thank you for your email.

When applying for self-exclusion, it’s very important to clearly state the reason why you want your account to be deactivated and to specify the duration of the exclusion. The subject line of the email should also be clearly marked and easily recognizable, as casino support teams handle a large number of requests daily. A properly labeled and structured request increases the chances of it being processed promptly.

I also strongly recommend that you always save a copy of your self-exclusion request for your own records. This can serve as valid proof in case of any issues in the future.

Here’s an example of how such a request could look:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

Date of Birth:

Casino login:

Email address:

Message:

Greetings [Casino name],

I’m writing to inform you that I wish to exclude myself immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of [X months/years or permanently].

The reason for this request is my gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the exclusion cannot be lifted before the agreed end date.

Since gambling addiction was not mentioned in your previous communication with the casino, I'm afraid that, in our view, you are not eligible for a refund of your deposits. In this case, we can assist you only in ensuring your account is properly closed going forward.

If you would like to proceed, please fill out the above template, send it directly to the casino at support@frumzi.com, and kindly add my email address veronika.f@casino.guru to the CC.

Thank you for your understanding and cooperation.

Dear Aggelikh,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.