Frumzi Casino - Player's withdrawal has been delayed for weeks.

It's been three weeks since I won and still no money has been deposited in my bank. The casino is continually looking for excuses to delay my withdrawal. At first, they said it would take three days to process the withdrawal, then said it needed even more time, and now they're requesting account verification, which has already taken a week without any action from the casino side.

They're unacceptable and thieves. I'm not sure if they're closing and taking people's money in the process.

Dear Mariadimou,

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 can 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.

• Could you please advise which documents you have already provided and when exactly did you send 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,

Tomas

as you can see the last withdrawal is since 03/01. The veeification request came after 8 days and another 7 days after that nothing has been done.

Was the verification of your newly submitted documents successful?

Have you received your winnings yet?

They asked me to resend some of the documents. They have not proceeded to pay my earnings.

Could you please forward the documents that were not accepted to my email at tomas@casino.guru?

I'll await your reply.

Dear Mariadimou,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.