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I am submitting this complaint due to a delay in a withdrawal I requested at Frumzi Casino.

Chronology:

On 24/05/2026 I requested a withdrawal of €300 via TRX/TRC20.

My account is fully verified and I have not been asked for any additional documentation.

The withdrawal continues to appear with the status "Under Review".

I have contacted live support on several occasions and have received several responses indicating that the withdrawal is in its final stage and that no further action is required on my part.

Despite these claims, I have not been provided with any estimated processing date and the withdrawal status has not changed.

Additional information:

This isn't my first withdrawal from this casino. Previous withdrawals were eventually paid out, although they were also delayed.

The funds came from real money credited through a promotional casino minigame. The balance had no wagering requirements associated with it when I requested the withdrawal.

I have already contacted customer support via email and live chat on several occasions, but I have not received a clear explanation as to the reason for the delay.

What I am requesting:

The processing of my €300 withdrawal.

A clear explanation of the reason for the delay.

A specific estimated timeframe for completion of the process if any additional procedures are required.

I can provide screenshots of the pending withdrawal, emails exchanged with support, and conversations held via live chat if requested.

English//

I am submitting this complaint regarding a delayed withdrawal at Frumzi Casino.

Timeline:

On 05/24/2026, I requested a withdrawal of €300 via TRX/TRC20.

My account is fully verified and no additional documents have been requested.

The withdrawal remains in "Under Review" status.

I have contacted live support multiple times and received several responses stating that the withdrawal is in its final stage and that no further action is required from my side.

Despite these assurances, no estimated processing date has been provided and the withdrawal status has not changed.

Additional Information:

This is not my first withdrawal from the casino. Previous withdrawals were eventually paid, although they were also delayed.

The funds were obtained from real cash credited through a casino promotional minigame. The balance did not have any wagering requirements attached when the withdrawal was requested.

I have already contacted customer support by email and live chat several times but have not received a clear explanation for the delay.

What I am requesting:

Processing my €300 withdrawal.

A clear explanation for the delay.

A specific estimated timeframe for completion if additional processing is required.

I can provide screenshots of the pending withdrawal, email correspondence, and live chat conversations upon request.

Presento esta reclamación debido a un retraso en un retiro solicitado en Frumzi Casino.

Cronología:

El 24/05/2026 solicité un retiro de 300 € mediante TRX/TRC20.

Mi cuenta está completamente verificada y no se me ha solicitado ninguna documentación adicional.

El retiro continúa apareciendo con el estado "Bajo revisión" ("Under Review").

He contactado con el soporte en vivo en varias ocasiones y he recibido varias respuestas indicando que el retiro se encuentra en su fase final y que no se requiere ninguna acción adicional por mi parte.

A pesar de estas afirmaciones, no se me ha proporcionado ninguna fecha estimada de procesamiento y el estado del retiro no ha cambiado.

Información adicional:

No es mi primer retiro en este casino. Los retiros anteriores finalmente fueron pagados, aunque también sufrieron retrasos.

Los fondos proceden de dinero real acreditado a través de un minijuego promocional del casino. El saldo no tenía ningún requisito de apuesta (wager) asociado cuando solicité el retiro.

Ya he contactado con atención al cliente por correo electrónico y mediante el chat en vivo en varias ocasiones, pero no he recibido una explicación clara sobre el motivo del retraso.

Lo que solicito:

El procesamiento de mi retiro de 300 €.

Una explicación clara sobre el motivo del retraso.

Un plazo estimado concreto para la finalización del proceso si se requiere algún trámite adicional.

Puedo aportar capturas de pantalla del retiro pendiente, correos electrónicos intercambiados con el soporte y conversaciones mantenidas a través del chat en vivo si así se solicita.

English//

I am submitting this complaint regarding a delayed withdrawal at Frumzi Casino.

Timeline:

On 24/05/2026, I requested a withdrawal of €300 via TRX/TRC20.

My account is fully verified and no additional documents have been requested.

The withdrawal remains in "Under Review" status.

I have contacted live support multiple times and received several responses stating that the withdrawal is in its final stage and that no further action is required from my side.

Despite these assurances, no estimated processing date has been provided and the withdrawal status has not changed.

Additional Information:

This is not my first withdrawal from the casino. Previous withdrawals were eventually paid, although they were also delayed.

The funds were obtained from real cash credited through a casino promotional minigame. The balance did not have any wagering requirements attached when the withdrawal was requested.

I have already contacted customer support by email and live chat several times but have not received a clear explanation for the delay.

What I am requesting:

Processing of my €300 withdrawal.

A clear explanation for the delay.

A specific estimated timeframe for completion if additional processing is required.

I can provide screenshots of the pending withdrawal, email correspondence, and live chat conversations upon request.

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.

Dear MarcosSilva,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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

Dear MarcosSilva,

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,

Karla