On 17.6.2025 , I requested a withdrawal from my FrostyBet account. The request was declined without a clear reason. Shortly afterward, I noticed that 647.46€ was deducted from my balance.

I contacted FrostyBet support and was informed (or found in their terms) that the deduction might be due to Clause 12.10 of their Terms and Conditions. This clause allows the casino to forfeit balances in cases of VPN use, document forgery, bonus abuse, or fraudulent activity.

I firmly state that I have not committed any of these violations:

I did not use a VPN or disguise my IP address.

All documents submitted were genuine and verifiable.

I did not engage in bonus abuse, collusion, or any kind of fraud.

I used the platform responsibly and in full compliance with the rules.

Despite my request for a detailed explanation and evidence, I have not received any valid justification for the confiscation. I believe this is an unfair and potentially abusive practice, and I am requesting CasinoGurus assistance in resolving the issue and recovering my funds.

Requested Resolution:

Immediate restoration of the 647.46€ deducted from my account.

Approval of my original withdrawal request.

A formal explanation for the actions taken against my account.

Thank you for your support in this matter.

Account Details:

Username/ID: [hidden by Casino Guru]

Registered Email: [hidden by Casino Guru]

Date of Withdrawal Attempt: 17.6.2025

Total Confiscated Amount: 647.46€

Dear asdnnn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you effectively, I would like to ask you a few questions:

• What types of games did you play? Were they slots, live casino games, or did you place bets on sports only?
• Have you passed the full KYC verification?
• Did you accumulate your winnings with or without a bonus?
• Did you receive any prior warnings or communications from FrostyBet regarding your account or balance before this incident?

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,

Veronika

I played sports bets only. I did not play any slots, live casino games, or use any other betting products.

Yes, I submitted all documents required for KYC and they were accepted. My account was fully verified, and I was never told there were any issues with verification. Only once was my submitted file rejected due to it being too blurry.

I had an active welcome bonus for sports betting, which I followed according to the terms. I placed qualifying bets as required and did not attempt to abuse the bonus in any way. I did not violate any bonus conditions, and there was no indication from FrostyBet that anything I did was against the rules.

No, I received no warnings or messages before the withdrawal was declined. The €647 was removed from my balance without any prior notice, and support only pointed me to general terms (like VPN use or bonus abuse) — none of which apply to me. They refused to explain exactly what rule I allegedly broke or provide any proof.

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika Fritz

Casino Guru Team