Casino does not close my account even though I have already written 7 emails.

Casino schlie?t meinen Account nicht obwohl ich bereits 7 Mails geschrieben habe.

Dear stickeralarm,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Veronika

Dear stickeralarm,

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.

Hello,

It's about self-exclusion, but the casino isn't complying with the request!

Hallo,

es geht um einen Selbstausschluss. aber das Casino kommt der Aufforderung nicht nach!

Thank you for your reply. When applying for self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, the email subject should be clearly marked and easily recognizable as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

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

If you did not specify in your conversations that you wanted to close your account due to gambling addiction, please fill out the template I gave you, send it to the casino, and add my email address, [email protected], as a CC.

Hello, I sent the mail with you in CC

Hallo, ich habe das Mail mit Ihnen in CC gesendet

Thank you for the email. Have you received any response from the casino yet?

no response from the casino!

keine Antwort vom Casino!

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

Hello stickeralarm, 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 Frumzi 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.

Hello, there's no additional information. I've been trying to close my account for ages – via email or live chat, but to no avail – no one at Frumzi is interested in my problem.

There is no user protection. I want to permanently exclude myself from the Frumzi platform.

Hallo, es gibt keine zus?tzlichen Informationen. Ich versuche seit Ewigkeiten mein Konto zu schlie?en - per Mail per Live Chat aber vergeblich - niemanden interessiert mein Problem bei Frumzi.

Es gibt keinen Sielerschutz. Ich will mich für immer von der Plattform Frumzi ausschlie?en

Dear all

Thank you for your patience.

Please accept our apology for the situation , kindly be informed that customer gaming account is permanently closed and all marketing communication has been turned off.

Best Regards

Frumzi Team

Thank you - account is closed

Danke - Account ist geschlossen

Dear stickeralarm,

I am very happy to hear that your issue has been resolved, and would like to thank Frumzi team for looking into this matter. We'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.

Just in case, I would like to point out that self-exclusion in Frumzi does not automatically exclude you in their sister's casinos. Also, to stay safe from gambling sites while browsing online, I would strongly recommend installing free app BetBlocker (https://betblocker.org/de/) onto your computer and mobile device. It's free, so why not at least give it a try? ;)

Lastly, 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