i've already asked them to cancel my account and they won't.

I've sent 3 emails and they won't close it.

please help me

Rosa ****

ja pedi para me cancelarem a conta e n?o o fazem.

ja enviei 3 mails e n?o encerram.

ajudem me por favor

Rosa ****

Dear Mariavvv,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Frumzi Casino.

I checked the section on the account closure in the casio's terms and conditions:

3.7 Closure of your account: You may request the closure of your account at any time by sending an email to customer support at [email protected], subject to the following conditions:

You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests.

In case you want to close your account with a positive balance or/and pending withdrawal requests, all the funds on your account will be voided.

Please allow me to ask you a few questions, so I can better understand the situation.

• Is there any withdrawable balance on your account, greater than 0€?
• Have you provided a reason to the casino why you wish to close your casino account? What reason did you give?
• Is your casino account verified?

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

Best regards,

Tomas

Good afternoon,

I probably have a few cents there.

YES, I said I wanted to close it permanently because I was getting addicted to the game.

I don't know if the account has been verified, but I know I've made deposits and withdrawals.

Boa tarde,

é provável que lá tenha uns cêntimos.

SIM, disse que queria encerramento definitivo por estar a ficar viciada no jogo.

se a conta foi verificada n?o sei, sei que fiz depósitos e levantamentos.

Thanks for the explanation.

I recommend you request a new self-exclusion from the casino.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Fat Pirate Casino Support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is I am suffering from gambling problems.

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

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments. Thank you in advance for your cooperation.

I've already done it today for FRUMZI CASINO and FATPIRATE CASINO

Já o fiz hoje para o FRUMZI CASINO e para FATPIRATE CASINO

Thank you very much, Mariavvv, for providing the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Mariavvv, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of FatPirate Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence.  

Thank you for your patience and cooperation in advance.

Dear Mariavvv,

Kidney be advised that your account is permanently closed as per your request.

Thank you and have a great day.

Best Regards,

FatPirate Team

Thank you for the account closure confirmation, FatPirate Team, much appreciated.

Dear Mariavvv, can you confirm the complaint has been resolved to your satisfaction?

Yes, that's fine.

Thank you

Sim, tudo bem.

obrigada

Dear Mariavvv,

I am glad to hear that your issue has been resolved. As there was no disputed amount, I'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

Aleternatively, if you feel like staying safe online is getting progressively harder, I would like to mention free app BetBlocker (https://betblocker.org/pt/) that you can install on your computer and mobile device, and this will help to keep you safe from online gambling sites.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

www.kpvfaw.com