Frumzi Casino - Hráčský bonus v rozporu s podmínkami vypršel předčasně.

Hello, I made use of a casino bonus of 200% that I received from an SMS. When I logged in today, the bonus had expired. I then contacted the chat, which says that the bonus has an expiry time of 24 hours. I explain to them that this is not stated anywhere on their site, and that under their own terms it says 10 days. But they refuse this and won't refund my bonus. I would like help with this, as this is trickery on the part of the casino.

Dear Hansenboss,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you experienced with the casino.

To better understand the situation, could you please provide more details regarding the bonus offer you received via SMS?

• Specifically, did the SMS specify any terms or conditions regarding the expiration time of the bonus?
• Are your deposited funds still intact in your casino account, or did you initiate the bonus wagering process and only later the bonus expired?
• Was the bonus awarded directly by the casino, or did you receive it through a third-party affiliated website?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi, Thanks for your reply.

• There was no information about the expiry time for the bonus in SMS. Only a direct link for the bonus. My deposit has also been removed from the site.
• I was wagering when the bonus amount and the bonus were removed.
• The bonus was awarded from Casino.

When you go to the terms on their site, it says it is clear in the text that "All bonuses have an expiry time of 10 days"

Hi Hansenboss,

• Would you kindly provide the exact date when you received the bonus and commenced the wagering?
• Additionally, could you specify the date when the bonus was cancelled?
• Furthermore, what was the amount of the deposit that triggered the bonus?

Thank you.

Dear Hansenboss,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.