Frumzi Casino - Pelaajan voitot viivästyvät Frumzi Casinolla.

Hello, I would like to file a complaint against Frumzi Casino! I claimed a prize on May 8th, of course it was only a small amount, 320,000 HUF, but I didn't receive it! I have written to them several times, but the answer is still under investigation! I would like to get help! This time seems like a lot! I didn't have a bonus game! Thank you very much, I have saved my photos!

Űdv panaszt szeretnék tenni a frumzi casino ellen! Május 8-án útaltam nyereményt persze csak keveset engedett 320 000 ft de aztsem kaptam meg ! Már többször írtam nekik de a válasz ugyan az kivizsgálás alatt van ! Szeretnék segítséget kapni ! Ez az idő már soknak tűnik! Nem volt bonusz játékom ! Köszönöm szépen vannak kimentett fotóim!

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Dear Talaber1964,

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

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please provide more details about the prize of 320,000 HUF? Which game did you play when you won?
• Could you please explain what the amount of 11,000,000 HUF represents in your situation?

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, I sent everything to the email address! KYC is fine! Some prizes were paid out but they were smaller amounts! Now they let me transfer up to 320,000 HUF but I didn't receive it! I sent photos of everything! Thank you very much

Helo mindent át küldtem az email címre! KYC rendben! Voltak nyeremények ki is fizették de azok kisebb összegek voltak ! Most 320000 ft ig engedett útalni de aztsem kaptam meg! Fotókat küldtem mindenröl ! Köszönöm szépen

Dear Talaber1964,

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,

Tomas

Dear Talaber1964,

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? Please also include evidence if needed.

Thank you in advance.

Dear all,

thank you for reaching out to us.

May we kindly ask what does the customer mean by 320000 HUF "prize"? Is it withdrawal, is it some missing win, is it something else? We cant find any 320000 HUF withdrawal requested on May 8th in the account.

Thank you in advance!

Best Regards,

Team Frumzi

Dear Frumzi Casino,

From the screenshots provided by the player it seems like there were 3 requested withdrawals in total of 320 000 Ft: 120 000 Ft, 100 000 Ft, and 100 000 Ft.

Can you please check these amounts?

Dear Mirka,

thank you for the clarification.

As we can see these withdrawals have already been cancelled by the customer and new ones have been requested. We have forwarded them to our relevant department for speed up.

We hope this clarifies the matter.

Best Regards,

Team Frumzi

I still haven't received a single payment! I haven't received a refund since May 8th! The payments were canceled! And the answer is that I canceled it! While when I asked about it, they cited a bank error! More than a month has passed since my application! Now I have new payments pending! I received refunds on June 12th and June 13th! I've been waiting for them since then! I asked about it, it's still under review! I wonder when something will happen from this? I've been waiting for 45 days and nothing has happened!

Még mindig nemkaptam egyetlen ft - ot sem ! Május 8 óta nem kaptam útalást ! A kifizetéseket törölték! És a válasz az hogy én töröltem! Miközben mikor rákérdeztem banki hibára hivatkoztak! Ott már eltelt több mint egy hónap az igénylésem ota! Most újab kifizetéseim vannak fűggöben ! Június 12- és június 13 án útaltam! Azóta ezeket várom ! Rákérdeztem még mindig ellenőrzés alatt van! Vajon mikor lesz ebből valami? 45 napja várok és nem történik semmi!

Dear Frumzi Casino,

Could you please clarify, if there is something, that can be done to speed up the withdrawal process?

Dear all,

thank you for the patience.

Kindly note that documents were requested from the customer today which he can upload directly on the website. We need photos of the front and back of the card *5350. Customer needs to ensure that the first 6 and last 4 digits are visible, but the middle 6 digits and CVV are covered. Also he needs to upload proof of address document that shows current place of residence. (e.g., utility bill or bank statement, government document), (not online or direct banks and no mobile phone bills).

Once the account is verified we can proceed with the withdrawals. We appreciate the understanding!

Best Regards,

Team Frumzi

Dear Talaber1964,

Please notify me, when you will be able to submit the requested documents.

Thank you.

Dear Mirka! I'm uploading the data, so far only the ID card has been accepted! I'm trying again and again! And if they don't accept it! I'll send it all by e-mail! So you can review it! What a problem! Thank you very much!

Kedves Mirka! Az adatokat töltögetem idáig csak a személyi igazolványt fogadták el! Még újra és újra próbálom intézni! És amennyiben nem fogadják el ! Mindet át fogom küldeni e-mailben ! Hogy át tudjad tekinteni ! Hogy milehet probléma! Köszönöm szépen!

Hello, they accepted an ID card and a bank card! But not the residence card! I send any kind of proof of residence, they will not accept it! I think the residence card certifies! I sent it with a photo of both sides! I wrote in the chat and they said it would be fine if I sent it in, as long as both sides were uploaded! It happened, but it's not good! Why do I have to prove it in different ways besides a residence card! ? Or what should I send at all? Utility bill Bank statement etc. Why is this necessary?

Űdv személyi igazolványt és bank kártyát el fogadták! Viszont a lakcim kártyát nem ! Bármi féle igazolást küldök a lakcimröl nem fogadják el ! A lakcim kártya szerintem igazol! Mind 2 oldalát fotózva küldtem be ! Írtam chaten ott azt írták az jó ha beküldöm csak mind 2 oldala legyen feltőltve ! Megis történt mégsem jó! Egy lakcim kártyán kívül miért kell különböző módon igazolni! ? Vagy egyáltalán mit küldjek? Kőzüzemi számla Banki kivonat stb ez miért kell ?

Hello, I still haven't received a substantive answer or payment! I sent the requested documents! Chetekre's response is 10 days to decide whether to accept it or not! ? This time seems like a lot to me! 2 months have passed since the prize! And I'm still waiting!

Űdv még mindig nemkaptam érdemben választ sem kifizetést! A kért dokumentumokat bekültem! Chetekre a válasz 10 nap az elbírálása hogy elfogadják e vagy sem ! ? Ez az idő számomra soknak tűnik ! A nyereménytöl számítva 2 hónap telt el ! És még mindig várok!

Dear Frumzi Casino,

Can you please provide the player with update regarding the submitted documents? Is there any specific problem with the proof evidence? Would you be able to provide suggestions, that would help the player to submit sufficient documentation?

Dear all,

thank you for the replies.

As we can see customer uploaded some of the required documents and they are currently being checked by our relevant department. We have now asked them to speed up the process. Once there is update you will be informed accordingly.

Thank you in advance for the understanding.

Best Regards,

Team Frumzi

Dear Frumzi Casino,

We will be waiting for your update. We would greatly appreciate it if you could provide clarification and evidence if needed at your earliest convenience.

Thank you for your cooperation.

Hello, it's been two months since I won! I haven't received anything from the prize yet! Cheten's answer is to be patient! They are still reviewing the submitted documents! This is already an exaggeration! Two months have passed and I should be patient! I wonder how long?

Űdv már két hónapja hogy nyertem ! Ezidáig semmit nem kaptam a nyereményböl! Cheten a válasz ugyan az tűrelmes legyek! Még vizsgálják a beküldött dokumentumokat! Ez azért már túlzás ! Két hónap telt el és legyek türelmes! Vajon meddig?

Dear Mirka, I see that the Frumzi casino is not really interested in the story! They are waiting for the last minute to answer! It seems that this is a typical delay! I will wait to see what new excuse they come up with! And I will also complain elsewhere! Like to PAGCOR and the international discussion site AskGamblers! All my photos are saved, I can trust everything! They have been asking for patience for 2 months! Which is no longer there! I will still wait for the answer if there is one at all! Thank you very much!

Kedves Mirka úgy látom a frumzi casinot nem igazán érdekli a történet! Kivárják az útolsó pillanatot a válaszra! Úgy tűnik hogy ez tipikus időhúzás! Megvárom most milyen újabb ürügyet találnak ki ! És máshol is panaszt teszek! Mint például a PAGCOR hoz és a AskGamblers nemzetközi vita rendező oldalon is! Minden fotóm mentve van bízonyitani tudok mindent! Türelmet kérnek 2 hónapja! Ami most már nincs! Még megvárom a választ ha egyáltalán lesz! Köszönöm szépen!

Dear everyone, frumzi has started payments! I hope there will be no disruptions now! Thank you very much!

kedves mindenki a frumzi elkezdte a kifizetéseket! Remélem mostmár nemlesz fennakadás! Köszönöm szépen!

Thank you for the update, Talaber1964.

Please notify me about future amounts and frequency of payments.

I'll let you know! Thank you very much!

Rendben értesíteni foglak! Köszönöm szépen!

Of course I will let you know! Thank you very much!

Természetesen értesíteni foglak! Köszönöm szépen!

Dear Talaber1964,

Have you been receiving the withdrawals regularly?

Dear Mirka, yes, there has been no problem so far! Thank you very much!

Kedves Mirka igen idáig nemvolt probléma! Köszönöm szépen!

Dear Talaber1964,

We're glad to hear that your withdrawals started to be paid out regularly, so it looks like the issue has been resolved. If a problem with receiving withdrawals arises before the fill dispute amount has been paid out, feel free to reopen the complaint.

We'll go ahead and mark the complaint as 'resolved' in our system. We 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.

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/casino.guru. 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,

Mirka Dubasova

Casino.Guru