Frumzi Casino - Player's winnings and coins are prevented from withdrawal.

I made a deposit of 200€ and won 7000€, but I was never able to make a withdrawal. My withdrawal requests were constantly being canceled, so two months later, all my winnings were played out. I also have 600 coins, equivalent to 105€ or 500 free spins, that they refuse to cash out for me. Don't waste your money on this casino.

Dear gwgos21,

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

• Could you please advise if your account has been fully verified? 
• Have you been informed of the factors that prevented you from withdrawing your recent winnings, leading to them being subsequently played down and lost?

Please understand, that without verifying your account, you won’t be entitled to any future withdrawals. 

However, I believe we will be able to help you resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards, 

Petronela

You mean that I have done identification with a thousand difficulties and after 1 month. They took 5 days for each document to be approved or rejected.

Hi gwgos21,

I agree that the verifying process may be sometimes exhausting.

• Could you please advise why you are not permitted to withdraw or use your loyalty coins?

Thank you.

I don't know, it just gives me that

Hi gwgos21,

• Have you attempted to contact the casino directly to inquire about the issue preventing you from using your loyalty points? If there's any pertinent communication, please forward it to petronela.k@casino.guru.

Thank you.

Dear gwgos21,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.