Frumzi Casino - Player is facing difficulties with KYC verification.

Hello. frumzi extends the withdrawal and messes with KYC verification. I've been waiting for my payment since February 4, and the kyc has been in effect since February 9. it started with sending the story from the bank and they accepted it. but they also need jeton account history. I would like to point out that jeton offers to download account history only from jeton cardsI've never used it. so I took a screenshot of the history from 01/01 to 12/02 and sent it, it was rejected. now they told me to send it in pdf format with visible deposits to their casino. I took a screenshot of visible payments, converted it into PDF format and sent it, but they rejected it. now suddenly after sending correctlywhat they expected, they changed the dates, they need the history from 01/01 to 25/02 even though the last payment was received on 04/02. so I resent with all visible deposits and withdrawals not related to their casino. I'm waiting for the case to develop, but knowing them, they will reject my documents and..they will come up with something else or change the dates. I am asking for help because it has been going on for a very long time and they are having problems with KYC. this €400 winning was from the real balance, not the bonus.

Hello szuszar,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Frumzi Casino. Please allow me to ask you a few more question before we would move forward.

When exactly did you forward the last document to the casino, was it on 19.2.? Did you receive any kind of respond from them since? All all the other documents already fully verified?

I would like to point out that verification may take up to 14 days so I would definitely give the casino more time to process the last document forwarded.

Looking forward to your answer.

Regards,

Nick

Hello, all documents are verified except for the Jeton story with which they have problems. I think I sent the first documents for verification on February 9, exactly 14 days ago. today, i.e. February 25, I sent them another jeton history document from January 1 to February 25, which I sent to youattachment.It's possible that tomorrow they will accept him, but I feel it won't be good. I don't receive any replies by email, only what I find out in the chat or what I see in the "comment" verification tab.

On February 19, I sent them Jeton's story in the form of a screenshot, and after 3 days it was rejected. On February 21, they asked for the history of the jeton from 01/01 to 12/02 in PDF format, so I sent it to them, it was rejected with the comment that it should not be from 01/01-12/02, but from 01/01-25/02, I sent it to them today.

As I thought, the documents uploaded yesterday were rejected today. although they show all transactions, even those not related to the frumzi casino

Thank you szuszar for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello szuszar,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Frumzi Casino to join the conversation.

Dear Frumzi Casino,

Can you please provide more information on why the player's Jeton statement was not accepted?

Hello, my account was positively verified on February 27, but I have not received the money yet. One month has passed since the payment was ordered

I still haven't received my winnings... today is the 6th day since verification. And 32 days from the payment order.

I received my payment, thank you casinoguru for your help

Great news, szuszar. I'm glad to hear that you successfully received your winnings. While I acknowledge that your user experience in this instance may not have been ideal, it's important to note that casinos must adhere to rules and regulations, and occasionally, the Know Your Customer (KYC) process may take longer than usual.

Anyway, I'm glad the situation could be worked out. 🙂

As the complainant confirmed that the situation has been resolved and they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru