Frumzi Casino - Pelaajan kotiutus on viivästynyt.

Dear hobo7890, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Frumzi Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise when exactly you made the last successful withdrawal and how many days it took to be processed? 
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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, 

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, thanks for the quick response.

The last successful payout was on June 24th, also €500.

This withdrawal was requested on 12/06/2025.

At this point, no KYC verification is required, so my profile is not verified. (When I go to the "Verification" page, there's no option to verify. It says: "Your account currently does not require verification - Profile not verified")

The credit was originally bonus credit, with which I was very lucky and then implemented everything according to the conditions.

Hallo, danke für die schnelle Rückmeldung.

die letzte erfolgreiche Auszahlung Wurde am 24.06. Ausbezahlt, ebenfalls 500€.

diese Auszahlung wurde am 12/06/2025 beantragt.

Bis zum jetzigen Zeitpunkt ist keine KYC Verifizierung notwendig dementsprechend ist mein Profil nicht verifiziert. (Wenn ich auf die Seite „Verifizierung" gehe gibt es keine Möglichkeit sich zu verifizieren. Es steht mir da:"Zurzeit ist für dein Konto keine Verifizierung erforderlich - Profil nicht verifiziert")

Das guthaben ist ursprünglich Bonusguthaben gewesen, mit welchem ich sehr viel Glück hatte und dann alles den Bedingungen entsprechend umgesetzt habe.

Dear hobo7890,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear hobo7890,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru