Frumzi Casino - Pelaajan maksupyyntö on viivästynyt.

I am filing this complaint because Casino Frumzi (Liernin Enterprises LTD) refuses to find a reasonable payout solution for my balance of €204,000.

I am a loyal player at VIP Level 3. Given the large amount of winnings, I have invoked section 6.14 of the casino's terms and conditions in writing. This section states: 'The company reserves the right to define payments according to an individual schedule [...] whereby the amount of the payout [...] may be defined based on the customer's account balance.'

The casino is ignoring my request for an individual agreement (e.g. €50,000 per month) and is sticking to the standard limits of €800 per day, which would result in a payout period of several years.

In addition, there are two serious problems:

KYC block: Despite submitting all required documents, my verification status has been kept at 'pending' for days in order to delay payouts.

Unethical offer ('800k Challenge'): I was offered a deal by VIP management that required me to wager €800,000 to unlock higher limits. I consider this a massive violation of responsible gaming principles, as it forces me to risk my winnings instead of being able to withdraw them.

I have already unsuccessfully pursued the internal complaint procedure. I request Casino Guru's intervention so that my account can be finally verified and a fair, individualized payout plan can be created in accordance with section 6.14.

Ich reiche diese Beschwerde ein, da das Casino Frumzi (Liernin Enterprises LTD) sich weigert, eine angemessene Auszahlungslösung für mein Guthaben von 204.000 € zu finden.

​Ich bin ein loyaler Spieler auf VIP-Level 3. Angesichts der hohen Gewinnsumme habe ich mich schriftlich auf Punkt 6.14 der casinoeigenen AGB berufen. Dieser Paragraph besagt: 'Das Unternehmen behält sich das Recht vor, Zahlungen nach einem individuellen Zeitplan zu definieren [...] wobei der Betrag der Auszahlung [...] basierend auf dem Kontostand des Kunden definiert werden kann.'

​Das Casino ignoriert meine Forderung nach einer individuellen Vereinbarung (z. B. 50.000 € monatlich) und verharrt auf den Standard-Limits von 800 € pro Tag, was eine Auszahlungsdauer von mehreren Jahren zur Folge hätte.

​Zusätzlich gibt es zwei schwerwiegende Probleme:

​KYC-Blockade: Mein Verifizierungsstatus wird trotz vollständig eingereichter Unterlagen seit Tagen auf 'ausstehend' gehalten, um Auszahlungen zu verzögern.

​Unethisches Angebot ('800k Challenge'): Mir wurde vom VIP-Management vorgeschlagen, 800.000 € umzusetzen, um höhere Limits zu erhalten. Dies betrachte ich als massiven Verstoß gegen die Prinzipien des verantwortungsbewussten Spielens, da ich dazu gedrängt werde, meine Gewinne wieder zu riskieren, anstatt sie auszahlen zu können.

​Ich habe den internen Beschwerdeweg bereits erfolglos beschritten. Ich bitte Casino Guru um Vermittlung, damit mein Konto final verifiziert wird und ein fairer, individueller Auszahlungsplan gemäß Punkt 6.14 erstellt wird

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Frumzi Casino. I checked the casino's terms and conditions and found this:

6.11 All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

If the offer to wager the enormous amount in order to achieve a higher VIP status seems disadvantageous, I would recommend disregarding it altogether.

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

• Could you please list which documents you provided to the casino for the purpose of verification and in which format?
• Could you please share with me your communication with the casino regarding the failed complaint procedure with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

Thank you for the quick response.

I have sent the email history to her email address.

I submitted the following documents as part of the KYC process:

Proof of identity: Photo of identity card (front and back), as well as a selfie

Proof of address: Bank statement in PDF format

Proof of bank account ownership: Screenshot of online banking with name, IBAN and BIC, as requested by frumzi.

Best regards

Hallo Tomas,

danke für die schnelle Rückmeldung.

Ich habe den E-Mail Verlauf an ihre E-Mail-Adresse gesendet.

Folgende Nachweise habe ich im Zuge des KYC-Verfahrens eingereicht:

Identitätsnachweis: Foto Personalausweis (Vorder-/ und Rückseite), sowie Selfie

Adressnachweis: Kontoauszug im PDF Format

Nachweis über die Inhaberschaft eines Bankkontos: Screenshot Online Banking mit Namen, IBAN und BIC, wie von frumzi gefordert.

Liebe Grüße

Thanks for your reply.

• Could you please confirm whether your verification status was approved since your last post?
• Are your payouts being processed on schedule or without much delay?

Please let me know.

Hello Tomas,

Thank you very much for your feedback.

No, my verification status has not yet been approved. I immediately uploaded the additionally requested transaction histories for November and December as PDFs on Friday (February 6th), but the status is still 'pending'. The initial documents (ID/address) have been there for over 10 days.

No, no withdrawals have been processed yet. Since the verification process is not yet complete, I cannot make any withdrawals, or rather, they are not being processed.

I am very worried because it involves a sum of €204,000 and the casino keeps contacting me with new bonus offers during the waiting period instead of checking the documents.

Thank you so much for your help!

Hallo Tomas,

​vielen Dank für Ihre Rückmeldung.

​Nein, mein Verifizierungsstatus wurde bisher nicht genehmigt. Ich habe am Freitag (06.02.) die zusätzlich geforderten Transaktionsverläufe für November und Dezember sofort als PDF hochgeladen, aber der Status steht weiterhin auf 'ausstehend'. Die ersten Dokumente (Ausweis/Adresse) liegen bereits seit über 10 Tagen dort.

​Nein, es wurden bisher keine Auszahlungen bearbeitet. Da die Verifizierung nicht abgeschlossen wird, kann ich keine Auszahlungen vornehmen bzw. diese werden nicht bearbeitet.

​Ich mache mir große Sorgen, da es um eine Summe von 204.000 € geht und das Casino mich während der Wartezeit ständig mit neuen Bonus-Angeboten kontaktiert, statt die Dokumente zu prüfen.

​Vielen Dank für Ihre Hilfe!

Dear Hustenborke,

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, Martina (martina.b@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,

Tomas

Dear Hustenborke,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Frumzi Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Hello everyone!

We kindly inform you that we are checking the matter with our relevant team and we will have updates for you as soon as possible regarding player's verification.

Thank you so much for your patience.

Sincerely,

Frumzi casino team

Dear Frumzi Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Hello Martina,

Thank you so much for your support! The KYC check has finally been successfully completed and I have submitted the first three withdrawal requests (these are still in "pending" status).

Unfortunately, the long delay since January has resulted in two major problems:

1. Due to the account being blocked, almost the entire month of February was lost as a payout month. The casino actively gained time here.

2. Since my last deposit was on January 27th, according to the terms and conditions, I risk being downgraded to VIP level 1 (currently level 3) at the end of this week. It would be grossly unfair if the KYC delay caused by the casino now leads to my withdrawal limits being lowered even further.

I would also like to reiterate my point about section 6.14 of the Terms and Conditions, which explicitly permits individual payment agreements. Given the sum of €204,000 and the fact that VIP support has already offered me a limit increase in exchange for an unrealistic turnover of €2 million (which I consider unethical), I now request a fair, individualized payment plan from the casino. A payout period of 2.5 years (at Level 3) or longer (approximately 40 months at Level 1) is unacceptable.

Thank you and best regards

Hallo Martina,

vielen Dank für deine Unterstützung! Die KYC-Prüfung wurde nun endlich erfolgreich abgeschlossen und ich habe die ersten drei Auszahlungsanträge gestellt (diese sind allerdings noch im Status "ausstehend").

Leider ergeben sich durch die lange Verzögerung seit Januar zwei massive Probleme:

1. Durch die Blockade des Kontos ging fast der gesamte Februar als Auszahlungsmonat verloren. Das Casino hat hier aktiv Zeit gewonnen.

2. Da mein letzter Einsatz vom 27. Januar datiert, droht mir laut AGB Ende dieser Woche die Herabstufung auf VIP-Level 1 (Aktuell Level 3). Es wäre grob unfair, wenn die durch das Casino verursachte KYC-Verzögerung nun dazu führt, dass meine Auszahlungslimits noch weiter sinken.

Ich möchte zudem nochmals auf AGB Punkt 6.14 hinweisen, der individuelle Zahlungsvereinbarungen explizit zulässt. Angesichts der Summe von 204.000 € und der Tatsache, dass mir vom VIP-Support bereits eine Limiterhöhung im Gegenzug für einen utopischen Umsatz von 2 Millionen Euro angeboten wurde (was ich als unethisch ablehne), bitte ich das Casino nun um einen fairen, individuellen Zahlungsplan. Eine Auszahlung über 2,5 Jahre (auf Level 3) oder länger (bei Level 1 ca. 40 Monate) ist unzumutbar.

Danke und liebe Grüße

Hello everyone!

We kindly inform you that we are checking the matter with our relevant team and we will have updates for you as soon as possible regarding player's verification.

Thank you so much for your patience.

Sincerely,

Frumzi casino team

Dear Hustenborke,

We kindly inform you that your account has been verified successfully and your withdrawal requests will be completed as soon as possible.

Thank you for your patience and understanding.

Best regards,

Frumzi Team

Dear Frumzi Casino Team,

Thank you for the update.

I would kindly ask you to take into consideration the player’s concerns regarding the withdrawal limit being reduced due to the VIP level adjustment.

Would it be possible to arrange a fair and individualized payment plan for the player, in order to ensure a reasonable and timely payout of the remaining balance?

Thank you very much in advance for your cooperation and consideration.

Dear all,

We would like to kindly inform you that we do our best with our payments team in order for the client to receive their funds as soon as possible.

In this point, we would really like to thank you for your patience and understanding.

Best regards,

Frumzi Team

Dear Frumzi Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear all,

We kindly inform you that client's withdrawals are being completed in a steady way and our payments team puts their best so to not be any delays. Because it is a huge amount, we need to inform you that patience is needed till all funds are withdrawn.

Thank you for your understanding.

Best regards,

Frumzi Team

Dear Frumzi Casino Team,

Thank you for the update and for reassuring us that the payments are being processed steadily.

Dear Hustenborke,

I would like to ask how much of your balance still remains to be withdrawn, and whether you would like me to keep this complaint open until all of your funds have been successfully paid out.

If that is the case, I can certainly keep the complaint open until the process is completed. In the meantime, I would kindly ask you to keep me updated — preferably on a weekly basis — regarding the progress of your withdrawals.

Thank you very much for your cooperation.

Dear Frumzi Casino Team,

Would it be possible to consider creating an individual payment plan for the player due to the high balance on the account?

At the current withdrawal pace, it appears that it could take up to 28 months for the player to receive the full amount. Therefore, I would kindly ask whether there is any possibility of arranging a faster payout schedule — perhaps as a gesture of goodwill.

Thank you very much in advance for your consideration.

Dear all,

Thank you for your patience.

After information that we had from the relevant team, we would like to kindly inform you that unfortunately, it is not possible for the department to arrange a faster payout schedule.

Thank you for your understanding.

Best regards,

Frumzi Team

Dear Hustenborke,

I’m sorry that I’m not able to assist in arranging an individual payment plan in this case.

As the casino appears to be processing your withdrawals regularly and in line with their stated terms, there is unfortunately limited scope for us to intervene or help secure a higher payout rate.

I hope you understand our position in this matter, and I sincerely hope this is acceptable for you.

Hello Martina,

This is very unfortunate. I still believe that Frumzi reserves the right to implement individual payment plans in their terms and conditions (section 6.14). Furthermore, I receive offers several times a week "challenging" me to wager €2 million in order to double my withdrawal limit for three days. In addition, withdrawals were also blocked for an extended period due to KYC checks. I think the point of gambling for all of us is to win big. Having to wait 2.5 years for that win is incredibly frustrating. It's also a shame that Frumzi is being so difficult despite my otherwise very positive experience. Perhaps Frumzi could address the points mentioned above.

I would still like to thank you for your help so far.

Best regards

Hallo Martina,

das ist sehr bedauerlich. Ich bin nach wie vor der Ansicht, dass sich frumzi in den AGB individuelle Zahlungspläne vorbehält (Punkt 6.14). Hinzu kommt auch, dass ich mehrmals in der Woche Angebote erhalte, in denen ich "herausgefordert" werde 2 Millionen Euro umzusetzen, damit sich das Auszahlungslimit für 3 Tage verdoppelt. Darüber hinaus wurde die Auszahlung auch lange durch die KYC Prüfungen blockiert. Der Sinn des Spielens ist, denke ich für uns alle, einen großen Gewinn zu erzielen. Wenn man dann allerdings 2,5 Jahre auf diesen Gewinn warten muss, ist das sehr frustrierend. Schade ist auch, dass sich frumzi, trotz der bislang sehr positiven Erfahrung, quer stellt. Vielleicht könnte frumzi zu den oben genannten Punkten nochmals Stellung beziehen.

Ich möchte dir dennoch für die bisherige Hilfe danken.

Liebe Grüße

Dear Hustenborke,

I completely understand that having an individual payment plan would significantly improve your experience.

At the same time, I must say that I do not find it entirely okay for the casino to challenge you with such offers.

Dear Frumzi Casino Team,

That said, I would kindly like to ask if you could reconsider the possibility of offering an individual payment plan in this case.

Thank you very much in advance for your consideration.

Dear all,

We would like to kindly inform you that we are checking on it with our payments team and we will have updates for you as soon as possible. In the meanwhile, dear Hustenborke, you may start conducting new withdrawal requests please.

Thank you for your cooperation.

Best regards,

Frumzi Team

Thank you Frumzi Casino Team,

please let us know once you have some updates! I truly appreciate it!

Dear Hustenborke,

We understand that the timeframe for accessing a significant balance is important to you.

We have conducted a thorough review of your account and your request for a personalized payout plan. However, we must respectfully inform you that we are unable to manually adjust the current withdrawal limits or accelerate the processing of transactions beyond the standard established protocols.

The withdrawal limits and the processing of payments are governed by our internal financial policies and the General Terms and Conditions , which are applied consistently to all accounts. These limits are designed to ensure the security and stability of our financial operations and cannot be bypassed.

We understand this may not be the outcome you were hoping for; however, our administration remains committed to processing your withdrawals in accordance with the daily and monthly limits applicable to your account until the full balance is settled.

Thank you for your patience and understanding.

Sincerely,

Frumzi Team

Dear Hustenborke,

Unfortunately, there is not much more I can do at this point, as the casino has already made its final decision.

However, I would like to make sure that your withdrawals are being processed regularly. Could you please keep me informed about their progress?

I would be very grateful for your update.

Thank you very much in advance.

Dear Hustenborke,

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 Martina,

The first payments in April went smoothly and relatively quickly (€2000 was paid out in 4 installments within a week). I have been waiting for further installments since April 7th.

Best regards

Hallo Martina,

die ersten Zahlungen im April liefen reibungslos und relativ schnell (2000,- wurden in 4 Raten innerhalb einer Woche ausgezahlt). Seit 07.04. warte ich nun auf die Auszahlung weiterer Raten.

Liebe Grüße

Dear Hustenborke,

I want to kindly ask you to update me , once the April´s withdrawal limit has been met. And the withdrawals has been processed.

Hello Martina,

Unfortunately, nothing has changed since last week. I'm still waiting for the payments, which have been pending since April 7th.

greeting

Hallo Martina,

leider hat sich seit letzter Woche nichts geändert. Ich warte weiterhin seit 07.04. auf die Auszahlungen. Sie stehen weiterhin auf "ausstehend".

Gruß

Dear Frumzi Casino Team,

Could you please provide us with an update and clarify the reason why the player’s withdrawal requests have not yet been processed?

Thank you very much in advance for your cooperation.

Dear Hustenborke,

We kindly inform you that you withdrawals have been completed successfully. Excuse us a lot for this delay occurred. You may proceed with another withdrawal requests.

Thank you so much for your patience.

Best regards,

Frumzi Team

Dear Hustenborke

At this point it should only be a matter of time before the payment reaches you.

Please, keep me updated!

Hello Martina,

A total of €3,500 was paid out in April. €1,500 is currently still outstanding. The limit of €7,000 has therefore not even been reached.

Greetings

Hallo Martina,

im April sind insgesamt 3.500,- Euro ausgezahlt worden. 1.500,- Euro sind aktuell noch ausstehend. Das Limit von 7.000,-€ wurde somit noch nicht mal erreicht.

Grüße

Dear Hustenborke,

can you please give us an update?

Hello Martina,

Unfortunately, I've been waiting for another 11 days for the latest withdrawal request. The last requests were submitted on April 27th, 28th, and 29th, after the casino had responded and processed the payment. Since then, nothing has happened. This doesn't look like "the fastest possible" processing to me.

Greetings

Hallo Martina,

leider warte ich erneute seit 11 Tagen auf die letzte eingereichte Auszahlung. Die letzten Anträge wurden am 27., 28. und 29. April gestellt, nachdem das Casino hier geantwortet und ausgezahlt hatte. Seitdem ist nichts passiert. Nach "schnellstmöglicher" Bearbeitung sieht das für mich nicht aus.

Grüße

Dear Frumzi Casino Team,

Is there any specific reason why the withdrawal limit stated in your Terms and Conditions cannot currently be met?

Thank you very much in advance for your clarification.

Dear all,

Please, deeply excuse us for these delays.

We are in contact with our payments team regarding the matter and please rest assured that we will have updates as soon as possible.

Thank you for your understanding.

Best regards,

Frumzi Team

Dear Hustenborke,

We kindly inform you that your withdrawals have been completed successfully and the new requests have been forwarded also to our payments team for speed up.

Excuse us again for these delays caused.

Best regards,

Frumzi Team

Thank you Frumzi Casino Team, do the good news!

Dear Hustenborke

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hello Martina,

Thanks for the support.

The payout in question has been credited to my account. However, since subsequent payouts are also being processed at this slow pace (the most recent request was on May 18th), I would like to leave the complaint open. In my opinion, the casino is deliberately delaying payouts. Before the complaints were filed, payments were usually processed within 1-3 days.

Greetings

Hallo Martina,

danke für die Unterstützung.

Die angesprochene Auszahlung ist auf meinem Konto eingegangen. Da die weiteren Auszahlungen allerdings ebenfalls in diesem Tempo bearbeitet werden (der letzte Antrag ist vom 18. Mai), würde ich die Beschwerde gerne offen lassen. Meiner Meinung nach verzögert das Casino absichtlich die Auszahlungen. Vor Einreichen der Beschwerden wurden die Zahlungen meistens innerhalb von 1-3 Tagen bearbeitet.

Grüße

Dear Hustenborke,

Could you please provide me with a summary of the monthly withdrawals?

As I understand it so far:

• March: €7,000
• April: €3,500
• May: ?

If I am mistaken, please feel free to correct me.

I would just like to better understand whether the casino is currently meeting the agreed terms, or whether the withdrawal limits on our website may also need to be adjusted accordingly.

Thank you very much in advance.

Hello Martina,

So far in May, the amount has been €3,500. According to the casino's terms and conditions, however, €7,000 per month should be possible. Given that the remaining balance in the account is still €187,400, this delay is, of course, very frustrating.

Greetings

Hallo Martina,

im Mai sind es bisher auch 3.500,- €. Laut der AGB des Casinos müssten aber 7.000,- € pro Monat möglich sein. Das der Restbetrag auf dem Konto immer noch 187.400,- € beträgt, ist dieses Hinauszögern natürlich sehr ärgerlich.

Grüße

Dear Frumzi Casino,

I would like to inform you that the withdrawal limit listed on our website may need to be adjusted to reflect the actual withdrawal limits currently applied.

We do not want to mislead players by stating that the withdrawal limit is €7,000 per month if, in practice, the actual limit appears to be significantly lower.

Please take this into consideration.

Thank you in advance.

Dear Hustenborke,

Could you please keep me updated sometime in June and let me know how much money you received in total during May?

Thank you very much in advance.

Hello Martina,

The amount remained at €3,500 in May. Applications from May 18th and 19th are still pending.

Greetings

Hallo Martina,

im Mai ist es bei 3.500,- Euro geblieben. Die Anträge vom 18.05. und 19.05. sind nach wie vor im Status "Ausstehend".

Grüße

Dear Hustenborke, thank you for the update!

Dear Frumzi Casino,

I would like to inform you that the withdrawal limit listed on our website may need to be adjusted to reflect the actual withdrawal limits currently applied.

We do not want to mislead players by stating that the withdrawal limit is €7,000 per month if, in practice, the actual limit appears to be significantly lower. This will have a negative impact on your safety index.

Please take this into consideration.

Dear Martina and the CasinoGuru Team,

Thank you for your feedback regarding our withdrawal processing parameters. We completely understand your position on providing transparent information to players, and we appreciate you raising this point for our consideration.

We would like to inform you that all of the player's pending withdrawal requests have now been successfully completed from our end.

While we have encountered some unexpected operational delays recently, please be assured that we are actively working to process all subsequent payouts as quickly as possible. We sincerely apologize to the player for the inconvenience and the extended waiting time experienced in this instance.

We kindly ask you to inform the player that they are now welcome to submit new withdrawal requests directly through their account profile, which our financial department will prioritize.

Thank you for your cooperation.

Best regards,

Frumzi Team

Thank you Frumzi Casino Team for the update!

Dear Hustenborke,

Please keep me updated about receiving the withdrawals . Hopefully, it should be better from now on. Should you receive less then 7000€/month (June), please let me know, and I will reopen this complaint. Thank you