The player from Greece had awaited withdrawal of 300€ for 32 days from the casino. Despite having followed the casino's instructions for account verification and frequently re-submitting requested documents, the player encountered rejections without clarification from the casino. After the complaint was transferred to a different representative from the complaints team, the casino was contacted for clarification. The casino then informed that the player's account had been verified and the withdrawals were being processed. However, the player reported not receiving any payment 14 days after account verification. Eventually, the player confirmed receiving two separate payments, successfully resolving the issue. The complaints team then closed the complaint as 'resolved'.
Frumzi Casino - Player’s withdrawal delay due to unexplained document rejections.
Amount: €300
Frumzi Casino
Safety Index:HighCase closed
RESOLVED
Case summary
32 days ago, I made my second deposit at this casino... I had a fun night playing with my bonus... Once I finished the required rollover, I ended up with a net amount of 300€... I made a withdrawal for these 300€ and went to sleep happily after a great night..
I waited for a week and saw that my withdrawal was still being processed... I quickly checked to see if they asked me to verify my account, but they hadn't... I reached out to online support to see what was going on, and was told that my withdrawal was being prioritized that due to a high volume of payments, I would need to be patient for a few more days..I replied that it was okay, I would wait... After waiting for another 5 days, checking every day to see what was happening, I saw that they asked for account verification... I was a bit disappointed, as I knew this was a time-consuming process and I had already been waiting for 12 days, in my view, they should have asked for verification a few days after I made the withdrawal request...
The next morning, I provided all the documents they requested for the verification... After a few more days, I saw they accepted half of the documents and rejected the rest... I checked if I made a mistake while sending the documents but I saw I had sent everything correctly and couldn't understand why they rejected them... I immediately reuploaded the documents and also sent them via email to the casino's support to speed up the process in case there was a confusion or mistake...
Today, 32 days have passed and I am still trying to get my account verified by sending the documents over and over again, without any communication or help from the casino regarding why they are rejecting the documents...
I don't know why this is happening and I don't know what else to do..
Please, if you can, help me to solve this issue..
Thank you very much in advance🙏🙏
Dear patatouf73,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Dear Kristina,
Thank you too for your quick response.
I understand that KYC is an important process and that it takes time for this too and I have waited so long... I have done account identification again in other casinos in some it was done quickly and in others I waited 13 days for the process to be completed. ..But here it has been 21 days since I first uploaded the documents needed and day after day they cancel them and they want me to re-upload them again and again...
The documents I was asked for and sent are:
1. front and back photo of my ID
2. invoice for confirmation of residence
3. movements of my bank account up to 3 months ago
4 photo of my debit card..
I have sent everything in pdf format..
The first time I sent them was 21 days ago and since then I have been sending them day after day again and again...
I've even emailed support to help the process along...
Note that they have accepted the first two of the four documents I wrote you above...They keep canceling my debit card photo and bank statements....
I really don't know why this is happening while what I am sending are the correct documents I don't know why they are doing this...
Thank you very much for your reply, patatouf73. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Good evening Kristina
I just emailed you that I am in talks with the casino....
Thank you very much for the help
Thank you very much, patatouf73, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hi patatouf73,
I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Frumzi Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what was the reason for rejecting the photo of the player's debit card and the bank statement? Was it caused by a low quality of the provided documents or the wrong format?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
Hi Natalya
I want to let you know that in the bank account documents that they ask me and I send, there is also a transaction of the deposit with their casino... I have done identification again in other casinos and I did exactly the same process, I can't understand what is wrong here and this happens...
Also note that I have pressed cancel the withdrawal and played a bit and how much has risen to €700 in my account...
I want to be correct and clear about everything..
My best wishes
patatouf73
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear all,
Thank you for your patience!
Please be informed that the customer's account has been verified and their withdrawals are currently being processed. We will do our best to pay out the customer's balance with the highest priority.
Best regards,
Frumzi Administration
Thank you for the updates, Frumzi Casino.
Dear patatouf73, based on the information from the casino representative, your withdrawal request can soon be processed. Please, let us know when the status of your request is updated and if you'll get the payment.
Hi Natalya
Hello frumzi casino
It is true that on the morning of 3/19 my account was verified...
But until today 3 days later I have not received any withdrawal...
So you understand that there is no higher priority in my withdrawal as promised by the main representative of the casino after such a big hassle of 2 whole months...
But let's forget that... My big question and problem that I would respectfully like the casino representative to answer is how:
2 full months of trying to contact the casino to have an agreement to help me and tell me what I'm doing wrong in the paperwork so that the process can move forward and we don't get to this point....Why hasn't this been done? by the casino ???
My best wishes
Patatouf73
Dear patatouf73, I'm sorry you have to wait that long overall. Since your account was verified, the process should be a bit faster now but still, it can take up to 14 days until the payment is fully processed, which may be influenced by third-party payment providers. So please, keep being patient, I hope we'll get a positive outcome soon. Could you keep us informed?
Dear Natalia, good evening...
I understand the payment process and the third party providers and actors involved in such a process...
But I would like to inform you that when I went to make a withdrawal and it took me to choose the payment provider I want, I noticed that under each provider it showed how many days the process could take depending on which provider you choose....
The payment provider I chose said it would take 1 to 3 business days to complete the payment...
Of course I will be patient and wait... Anyway, I have no choice but to be patient and optimistic.!
My best wishes!
Patatouf73
I really regret choosing this casino among so many competing casinos out there...
It's been 2 months and 1 day since I made some winnings and asked to withdraw...
I went through so much hassle to verify my account and all the casino has to do after 2 months of waiting for verification as a sign that they respect and value their customers and don't want them to be unhappy was to proceed with my withdrawal immediately as he promised in the above message he sent in response...
But instead it's been 8 days since the account was successfully verified, 6 of which are working days and he still hasn't received any money...
Dear Natalia
Today is 14 days after the account verification and the withdrawal I requested and I still haven't received any money....
Dear Natalia
I want to inform that I finally received the money of my first withdrawal..
I have requested a second one and expect to let you know as soon as it is completed as well
My best wishes
Patatouf73
Thank you for these updates, patatouf73. Could you please specify how much have you received and what amount is to be processed for the second withdrawal?
I received €500 and have requested a withdrawal but €180
Dear Natalia
I just received the second withdrawal I requested...
All is well at last...
Thank you very much for your help, I really appreciate it🙏🙏🙏
My best wishes
Regards, patatouf73
Dear patatouf73,
Thank you for the updates, that's great news! I'm glad to hear that your issue has been finally resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Natalia
Casino.Guru
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