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

Hello.i have an account in frumzi casino.i play there 6 months ago with no problem..i ask withdrawal and pay me in 2 days..i continue playing and i ask my second withdrawal and here start all problems..thay ask me documents to verify my account i sent all and they do not accept my utility bill..i have send 5 different documents like electricity, phone,bank statement and do not accept it..all other documets to ask me is verify just they do not accept my proof of address..in live chat tell me to wait and after 1 day tell me to reload..i do it but nothing!!!

i do not know what other have to do.thank tou

Dear makis06,

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. 

• Do I understand correctly that verifying the Proof of Address seems to be the only obstacle standing between you and your winnings? 
• Have you submitted all the other personal documents required for the verification? 

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

Yes all is verify and they do not accept proof of address..i send all documents to have like electricity bill phone bill bank statement..they tell me to reload again and again ..i do it but nothing

Thank you very much, makis06, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello makis06,

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 proof of address was not accepted? What other document can the player provide to finish the KYC process? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Dear Customer,

Thank you for reaching out.

We have reviewed every document that you have uploaded so far and can provide you the following comments:

1. We do not accept internet/cell phone/telephone/TV bills, bank slips or digital bank account statements (such as n26)
2. We do not accept modified or scanned documents (like the utility bill or the phone bill you sent). We need original PDF files (not converted into PDF).
3. We do not accept screenshots of images from the phone gallery.

With the above in mind, we would like to remind you about the proof of address document that we are expecting from you. It can be one of the following:

• salary slip
• utility bill (water, gas, energy)
• bank statement in PDF (original), with full name, full address registered with us and date of issue, up to 6 months old. 

We will make sure to check the document with priority when you submit it. Looking forward to your reply.

Best regards,

Frumzi.com

I have send all documents to have in my name.you do not accept nothing..do you want to go to police station to give me a paper to write on my name my address and all you need?i do not know what other can i do..

Dear makis06,

Are you sure you have provided the casino team with all your documents in the required format? As they say, "We need original PDF files (not converted into PDF)."

Please forward all the documents you have provided to the casino team to me at michal.k@casino.guru for review.

I have send it.thank you

Dear makis06,

Thank you for your email and the provided documents.

The electricity bill from ΔΕΗ is a scanned PDF, which doesn't fit the requirements according to the casino response...

"2. We do not accept modified or scanned documents (like the utility bill or the phone bill you sent). We need original PDF files (not converted into PDF)."

Please make sure you send the casino team the original bill in PDF format, not a scanned one and include my email michal.k@casino.guru in the "Cc".

Hello.i do not have bill in pdf..come to me by paper.what else can i sent?i send photo of my bill and do not accepted..whis is the reason to convert im pdf..i do not know what else to send. all my documents is in paper..i can not understand why they do not accepted...my 400e is there 2 months ago and i can not take it..i want to pay my money and close my account. i do not want to play with them anymore..can you help me maybe to close my account?Thank you

Dear makis06,

Which documents do you have in PDF format that you have already provided or can additionally provide to the casino team to verify your address?

I do not have pdf..i have photo of electricity and i convert in pdf ...all bills in greece come to me in paper..i take a photo of bill and i send it but they do not accepted..next i scan and convert in pdf but again do not accepted ...i do not have nothing in original pdf..i want to close my account.i want to autoclose my account about to players to have problem with gambling..if do that i receive my money?thank you

Dear makis06,

I understand you don't have any utility bills in PDF format, but you should be able to download your bank statement in PDF format from your Internet banking or let your bank send it to you in PDF format via email.

Your verification was not successful because all the documents you sent to the casino so far have not met the required criteria. Most casinos do not accept scanned or converted documents, only original documents in PDF format.

Hopefully, your bank statement will be enough to move on with your case.

To your question: "i want to autoclose my account about to players to have problem with gambling..if do that i receive my money?"

Well, you can request to close your account anytime and if you really have problems with gaming I would strongly advise you to do so not only in Frumzi casino but in all other casinos, however, the casino still can request you to finish the verification so that they can set their system to prevent you from opening another account, so in this particular case, it won't help you much to receive your winnigs. Instead, it might make the situation even more complicated.

Please reach out to your bank to furnish you with a bank statement in PDF format where your full name and full address are clearly mentioned.

i send pdf of my N26 bank statement and they do not accept online bank statement...i do not have other bank account ..just this N26 online bank

Dear makis06,

Well, that might be the issue, as N26 is "just" an online bank, it lacks the usual verification that is required by the "land-based" banks. I understand that you find yourself in a tricky situation, but it is an industry-standard that the players must be able to provide sufficient original documents in a required format for the KYC and AML process.

Anyway, please reach out to your bank to furnish you with an official bank statement in PDF format where your full name and full address are clearly mentioned with an official stamp. Even online banks must be able to provide you with this. If they are for some unknown reason not able to provide you with this, I would need an official email from your bank to confirm this. In the meantime please forward to my email michal.k@casino.guru all the documents you have sent to the casino team including the "older" bank statements for review.

I speak with my gaz energy and i upload my gaz bill in PDF .

Dear makis06,

Please include my email michal.k@casino.guru in the "Cc" when you send your gas bill in PDF format to the casino team.

Dear all,

Please be informed that the customer's account was verified on 01.07.2024 with his withdrawal being paid on 02.07.2024.

Best regards,

Frumzi.com

Dear makis06,

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.

Dear makis06,

I would like to inquire if you have received all your withdrawals successfully. If everything is in order, may we consider your complaint resolved, or is there anything else we can assist you with?

Dear makis06,

Although it seems as though the issue has been clarified and you have most likely received your winnigs, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru