Frumzi Casino - Player's withdrawal delayed due to verification issues.

Hello

My name is Kirtida S******* and I won 100.000 HUF.

I have a problem with Frumzi Casino.

I uploaded a money from my Revolut account with card. I uploaded a money from my national bank account to my Revolut and the casino asked me my national physical bank account all card transaction from 01.03.-31.03. I sent to my all transaction history to the support and they didn’t answer for me about one week. I can’t send to they just the card transactions because my bank isn’t give me this document. I don’t understand why they ask my physical account all transactions because I uploaded the money the casino from Revolut. I don’t understand what can I do because I sent everything the casino what I knew but they are didn’t asnwer or reject it.

Dear kirtidaszilagyi,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Thank you for reply.

Yes you understand correctly.

they accepted the all other documents and I sent too the transaction history from Revolut and my national bank account too.

Thank you very much, kirtidaszilagyi, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you so much!

Hi kirtidaszilagyi,

I've just reviewed your case and am sorry to hear about your struggles with the verification of your payment method. I 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 transaction history the player uploaded wasn't accepted?

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

Dear all,

Thank you for reaching out!

We would like to inform you that the documents provided are currently being reviewed.

We will make sure to keep you posted on the verification status.

Best regards,

Frumzi Casino

I don’t understand now because I think they want just time drag because I asked the withdrawal on 22th March. I sent everything what they wanted. The last one my transaction history at 9th April to email. (Send the photo) After this the casino didn’t answer me nothing. I don’t know what they review more than 20 days now.

I think they are just search excuses.

Dear Frumzi Casino, could you please define a time frame? When should the player expect the review to be finished?

Hello

The Frumzi Casino is accepted the KYC check yesterday. But I wait my withdrawal from 22th March. ☺️

Hello

I got my withdrawal today from the Casino. So everything is ok now. Thanks for your helping ☺️

Dear kirtidaszilagyi,

I'm glad to hear that your issue has been 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