Frumzi Casino - Pelaajan kotiutus on viivästynyt.

I have €39.5k to withdraw and Frumzi have been making it net to impossible

they paid me at the start a few grand then stopped,

i asked to be kyc verified as I figured this was what was causing the delays ,

I have submitted my card and passport but every time I go to submit address they say to send it again,

i asked them how I could change address and they said it could be done at KYC verification. So I tried and got an email saying my account doesn’t need to be verified ,

They are sending me around in circles, I have screen shots of everything

i just want what’s owed to me !

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Dear Declan-weldo,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
• Do you currently have any pending withdrawal requests?
• Do I understand correctly that the verification hasn't been completed yet?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?

Do you currently have any pending withdrawal requests?

last withdrawal came in 10.02.26- it took around 25- 30 days for this to be

i have 1500 pending in 3 separate 500 withdrawals

Do I understand correctly that the verification hasn't been completed yet?

Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please-

there is and was no bonus active , I have at the moment €39.5k to withdraw which they have been making impossible to take out.

Sorry just re reading the questions

the verification is still on going

they accepted my passport and card , and have been waiting on getting my address verified.

my address on my account details is my old apartment . I have since moved and bought a house so changed address.

i asked before - how do i change my address - they said I can do it at verification.

i tried to do it, but every document I send gets rejected.

i sent it to their email - see below - and they try to say that I don’t need to verify my account , it’s a disaster ,

Thank you very much for your reply, Declan-weldo. When was the last time you received any updates from the casino? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here as previously. I understand this may take time, so I appreciate your assistance.

Hi kristina,

they just jeep saying the same thing , going around in circles,

I advised them I need to change my address- they said it can be done at verification,

then once I send new address details - they say they don’t match what’s on file - obviously not as I said I need to change the adress

i will attach some recent emails between us

Dear Declan-weldo,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Frumzi Casino representative to join this conversation.

Dear Frumzi Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear all,

Thank you for contacting us.

Kindly note that since the complaint here was made the account was verified and many withdrawals were already processed and paid to the customer. However according to our Terms and Conditions:

5.1 You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc.

5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

6.16 The Company may delay processing of your withdrawal request to perform checks of your identity, account balance, source of funds and of your compliance with the Terms. In such cases, the Company may start and/or take part in and/or help in the investigation of the circumstances and you agree to provide support and assistance in any such investigation. The Company reserves the right to postpone performing any payments or providing the sum of the winnings until all verification procedures and checks outlined in the Terms are successfully completed.

Also we have daily/monthly withdrawal limits which are based on the player's VIP level according to our T&C:

6.11 - 500 EUR/ 7,000 EUR(level 1); 500 EUR / 10,000 EUR (level 2); 800 EUR / 12,000 EUR(level 3); 1,000 EUR / 15,000 EUR(level 4); 1,500 EUR / 20,000 EUR(level 5);

If there are any further claims please feel free to contact us so we can check it further!

Best Regards,

Team Frumzi

Dear Declan-weldo,

Could you please confirm, how much you received by now, and what is the status of your verification process?

Thank you.

Hi all

They have finally verified my account

they paid me 3000 but the payments have stopped again ,

I made withdrawal request on the 13th - today is the 8th day that I am waiting

the usual timeframe they say is 1-3 days

can you please process my withdrawals without delay

in still have 35.5k to withdraw, at this rate it will take me 7-8 months to get my money

thanks

Declan

Dear Declan-weldo,

Have you received any new payments since your last message?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Declan-weldo,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka