The player from Germany has been attempting to withdraw winnings for over a month, but the funds are repeatedly returned to her game account without explanation. Despite contacting support multiple times, the issue remains unresolved.
The player from Germany has been attempting to withdraw winnings for over a month, but the funds are repeatedly returned to her game account without explanation. Despite contacting support multiple times, the issue remains unresolved.
The player from Germany has been attempting to withdraw winnings for over a month, but the funds are repeatedly returned to her game account without explanation. Despite contacting support multiple times, the issue remains unresolved.
I keep trying to withdraw my winnings, but the money is always returned to my game account without any reason or resolution. Every time I contact support, it doesn't help because it ends up being the same issue. I've tried more than 5 times already, and each time without success.
Ich versuche immer wieder mein gewonnenes Geld auszuzahlen aber es wird immer wieder ohne Grund und ohne problem Lösung zurück auf mein Spiel Konto überwiesen. Jeder Kontakt mit dem Support hilft nicht weil es am Ende immer wieder das gleiche ist. Ich hab es schon mehr als 5 Mal versucht und immer wieder ohne Erfolg
Dear K_kdk,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Dear K_kdk,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Hello Kristina,
No, I have never received a withdrawal on my bank account. I have tried to withdraw several times using various withdrawal methods, but to no avail. I have tried to contact the bank five times, and five times I received confirmation of the "Withdrawal Completed" email. After about 4-5 working days, the money was not in the bank account but in the gaming account. No one from the live chat is helping me with this problem. Now they are telling me that I have to bet what I have "deposited" again in order to make a new withdrawal. So I have to gamble away the money that they transferred back to me. Regarding the KYC verification, I was always told "If it is needed, we will inform you and a message for verification will then appear on your account" or "As I see it, we do not need any verification from you at the moment. So the money should appear in your bank account soon". And every time I asked if I could verify myself, I was told that I did not need it at the moment. I won the money without an active bonus. But by buying free spins multiple times with "real money". What happens next?
Hallo Kristina,
Nein, ich hatte noch nie eine Auszahlung erhalten auf meinem Bank Konto. Ich hab mehrere mal versucht auf verschiedensten Auszahl Möglichkeiten auszuzahlen, aber ohne Erfolg. 5 mal hab ich es mit der Bank Verbindung gemacht, und 5 mal bekam ich die Bestätigung von der Email "Abhebung Abgeschlossen". Nach ca. 4-5 Werktagen war aber das Geld nicht auf dem Bank Konto sondern auf dem Spiel Konto. Keiner vom Live Chat hilft mir mit diesem Problem. Jetzt sagen die mir noch das was ich "eingezahlt" habe muss ich auch wieder setzten um eine neue Auszahlung durch zuführen. Also das Geld was die mir zurück überwiesen haben soll ich wieder verspielen. Wegen der KYC-Verifizierung wurde mir immer gesagt "Wenn es benötigt wird dann werden sie von uns Informiert und es erscheint dann bei Ihnen auf dem Account eine Nachricht zur Verifizierung" oder "Wie ich sehe benötigen wir gerade von ihnen keine Verifizierung. Somit sollte das Geld bald auf Ihrem Bank Konto erschein". Und immer wenn ich gefragt habe ob ich mich Verifizieren kann wurde gesagt das ich es zurzeit nicht brauch. Das Geld habe ich ohne Aktiven Bonus gewonnen. Sondern durch mehrmaligen Kaufen von Freispielen mit "Echt Geld". Wie geht es jetzt weiter?
Thank you for your reply, K_kdk. Could you please post a screenshot of your withdrawal history here in this thread?
Do I understand correctly that you currently have €17,500 (dispute value) in your casino account?
Additionally, 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.
Thank you for your reply, K_kdk. Could you please post a screenshot of your withdrawal history here in this thread?
Do I understand correctly that you currently have €17,500 (dispute value) in your casino account?
Additionally, 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.
Hello Kristina, here are my withdrawal histories. As you can see, the withdrawals worked, but it was always transferred back as "cash", i.e. as a deposit. I have often asked why this happened several times and I was always told "Unfortunately, I am not part of the finance department and cannot tell you why this happened. But I will send the department an email and tell them to take care of it as quickly as possible. You will get your money soon". I have not received any response or suggestions for solving my problem. The exact amount of money involved can be seen on the screenshots. I have sent you screenshots of the conversation with the casino by email.
Hallo Kristina, hier sind meine Auszahlungs Verläufe. Wie man sehen kann haben die Auszahlungen geklappt Jedoch, wurde es immer als "Cash" also als Einzahlung zurück Überwiesen. Ich habe öfters nachgefragt wieso sowas mehrmalig passiert und mir wurde immer wieder aufs neue gesagt " Ich gehöre leider nicht zur Finanzabteilung und kann ihnen leider nicht sagen warum dies geschehen ist. Aber ich schicke der Abteilung eine Email das sie sich schnell möglichst drum kümmern sollen. Sie bekommen ihr Geld bald". Ich hab keine Rückmeldung bekommen oder Lösungsvorschläge für mein Problem. Die genaue Geld Summe um die es sich handelt sieht man auf den Screenshots. Screenshots vom Gespräch mit dem Casino habe ich Ihnen per Email gesendet.
Thank you very much, K_kdk, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.
Thank you very much, K_kdk, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.
Hello K_kdk,
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,
I would appreciate your clarification regarding the current situation. Could you explain why the player's withdrawals have not been reflected in the player's bank account? Are there any issues with your payment provider that we should be aware of?
Hello K_kdk,
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,
I would appreciate your clarification regarding the current situation. Could you explain why the player's withdrawals have not been reflected in the player's bank account? Are there any issues with your payment provider that we should be aware of?
Dear K_kdk
Thank you for contacting us.
Kindly be informed that we had investigated the issue and it looks like the withdrawals are keep getting canceled by the payment provider , after checking with the payment provider we had seen that the withdrawal method that you are trying to use is blocked by them and this is why the withdrawals are keep getting canceled.
Unfortunately this is not something that we can influence , so we would kindly ask you to try another withdrawal method .
Best Regards
Frumzi Team
Dear K_kdk
Thank you for contacting us.
Kindly be informed that we had investigated the issue and it looks like the withdrawals are keep getting canceled by the payment provider , after checking with the payment provider we had seen that the withdrawal method that you are trying to use is blocked by them and this is why the withdrawals are keep getting canceled.
Unfortunately this is not something that we can influence , so we would kindly ask you to try another withdrawal method .
Best Regards
Frumzi Team
But I can't use any other withdrawal method because I've only deposited with this one. And the live chat kept telling me to make bank transfers to avoid problems or to make the withdrawal with the same method I deposited with, which I only did with the bank transfer. And I can't make further withdrawals now because I'm "forced" to gamble away the money I sent back, which was apparently "deposited" but which I didn't do; it was sent back to my gaming account, and only then can I make a new withdrawal. I've contacted my bank several times and they confirmed to me that it's not my bank's fault and that they don't block deposits into my account or anything like that. The problem clearly lies with you. I want a solution to the problem so that my money is in my bank account.
Ich kann aber keine andere Auszahlungs Methode nehmen weil ich nur mit dieser Eingezahlt habe. Und mir wurde vom Live Chat immer wieder gesagt ich soll Bank Überweisungen machen um Probleme zu vermeiden oder die Auszahlung Tätigen mit der ich auch Eingezahlt habe was ich auch nur mit der Bank Überweisung gemacht habe. Und erneute Auszahlungen kann ich jetzt nicht machen weil ich "Gezwungen" bin mein zurück geschicktes Geld was anscheinend "Eingezahlt" wurde, was ich aber nicht tat sondern es wurde mir zurück geschickt auf das Spiel Konto, zu verspielen um erst dann eine neue Auszahlung zu tätigen. Ich habe schon öfters mit meiner Bank Kontakt aufgenommen und mir wurde bestätigt das es nicht an meiner Bank liegt und sie Einzahlungen die auf mein Konto gehen auch nicht sperren oder ähnliches. Das Problem liegt ganz klar bei Ihnen. Ich möchte eine Problem Lösung haben sodass mein Geld auf meinem Bank Konto ist.
Dear K_kdk ,
As we mentioned before, payment provider is declining your bank and we cannot influence this , only way for you to withdrawal is to use another method.
Kindly use another card or another method that you have to withdrawal.
Best Regards
Frumzi Team
Dear K_kdk ,
As we mentioned before, payment provider is declining your bank and we cannot influence this , only way for you to withdrawal is to use another method.
Kindly use another card or another method that you have to withdrawal.
Best Regards
Frumzi Team
Why doesn't the casino respond to the rest of what I wrote? Instead they tell me what I've heard 100 times from live support and the casino doesn't offer any other solutions apart from what I've already tried several times. I feel like I'm being ripped off. I've been trying the same thing for weeks and I keep hearing the same excuse from the casino. Apparently my bank is blocked by the payment provider. So the deposits to my gaming account were ready in a minute and the money was directly in the casino without any problems, but when I withdraw you want to tell me that it doesn't work??? You just don't want to transfer the money to me and cancel it every time just so that I'm tempted to gamble it away again. And after several withdrawal attempts you saw that I wasn't even playing with the money anymore and that's why you gave me this "minimum deposit rollover X1". So that I'm FORCED to gamble away the money that "I" apparently "deposited". Only then can I make a new withdrawal. Please Casino Guru help me to resolve my issue successfully so that I have my money in my bank account.
Wieso reagiert das Casino nicht auf den Rest was ich geschrieben habe? Stattdessen sagen sie mir das was ich schon 100 Mal vom Live Support gehört habe und das Casino bietet wieder keine anderen Lösungsvorschläge an bis auf das was ich schon mehrmalig versucht habe. Ich komme mir Verarscht vor. Ich versuche seit Wochen immer das gleiche und immer höre ich die selbe Ausrede vom Casino. Anscheinend wird meine Bank vom Zahlungsanbieter blockiert. Also die Einzahlungen auf meinem Spiel Konto waren in einer Minute fertig und das Geld war direkt im Casino ohne Probleme aber, beim Auszahlen wollt ihr mir sagen das es nicht geht??? Ihr wollt mir nur nicht das Geld Überweisen und storniert es jedes mal nur damit man auf die Versuchung kommt es wieder zu verspielen. Und nach mehrmaligen Auszahlungs Versuchen habt ihr gesehen das ich mit dem Geld nicht einmal mehr gespielt habe und habt mir dann auch deswegen dieses " Mindeseinzahlungs-Rollover X1" reingemacht. Sodass ich GEZWUNGEN bin das Geld was "Ich" anscheind "Eingezahlt" habe zu verspielen. Erst dann kann ich eine neue Auszahlung Tätigen. Bitte Casino Guru helfen Sie mir mein Anliegen Erfolgreich zu klären sodass ich mein Geld auf meinem Bank Konto habe.
Dear K_kdk,
I understand your frustration. I kindly ask you to not continue to play with your money at the moment. Although I do acknowledge that some banks do not support receiving money from gambling establishments, there has to be another option offered by the casino to transfer the money to you. Do you have any other bank account, e-wallet (Skrill, Jeton, Neteller, etc.), or crypto wallet where the casino team would be able to disburse the funds?
Dear Frumzi Casino,
Could you please provide information on alternative payment options available for players to receive their winnings? Furthermore, considering that the winnings are now considered "real" money, I believe it would be reasonable not to impose any additional wagering requirements on the player. The challenges with their bank not accepting the withdrawal were not due to any fault of the player, and it can be quite difficult to predict such banking issues. I am confident that we can work together to ensure the player receives their winnings without further wagering obligations.
Dear K_kdk,
I understand your frustration. I kindly ask you to not continue to play with your money at the moment. Although I do acknowledge that some banks do not support receiving money from gambling establishments, there has to be another option offered by the casino to transfer the money to you. Do you have any other bank account, e-wallet (Skrill, Jeton, Neteller, etc.), or crypto wallet where the casino team would be able to disburse the funds?
Dear Frumzi Casino,
Could you please provide information on alternative payment options available for players to receive their winnings? Furthermore, considering that the winnings are now considered "real" money, I believe it would be reasonable not to impose any additional wagering requirements on the player. The challenges with their bank not accepting the withdrawal were not due to any fault of the player, and it can be quite difficult to predict such banking issues. I am confident that we can work together to ensure the player receives their winnings without further wagering obligations.
Yes, I have a second bank account. I could easily give the online casino my transfer details so that they can transfer the money to me manually. And I haven't used the money for several weeks. That's exactly why I was blocked from making withdrawals because that's exactly what the casino is trying to do. The main thing is to lose the money. So my bank hasn't blocked any kind of transfer. And my bank has assured me that the casino money is NOT blocked by my bank and that they don't reject these transfers either. If it's as the casino says, then I want to see that the casino tried to transfer the money to me. I'm using the request made by my lawyer and requesting an investigation from the casino. Where you can track when and how often attempts were made to transfer the money.
Ja ich besitze ein zweites Bankkonto. Ich könnte ohne weiteres dem Online Casino meine Überweisungs Daten geben sodass, sie mir das Geld Manuell überweisen können. Und das Geld haben ich seit mehreren Wochen nicht einmal eingesetzt. Genau deswegen bekam ich dann die sperre zum auszahlen weil das Casino genau das versucht zu erreichen. Hauptsache das Geld verspielen. Also bei meiner Bank liegt keine Art Überweisung vor die sie blockiert hat. Und mir wurde von meiner Bank versichert dass, das Casino Geld von meiner Bank NICHT blockiert wird und sie diese Überweisungen auch nicht ablehnen. Wenn das so ist wie das Casino sagt, dann möchte ich sehen dass das Casino versucht hat mir das Geld zu überweisen. Ich nutze die von meinem Anwalt gestellte Aufforderung und fordere ein Nachforschungsauftrag vom Casino an. Wo man nachverfolgen kann kann wann und wie oft das Geld versucht wurde zu überweisen.
Dear all,
Kindly note that customer can check his withdrawal menu and see what other withdrawal options are available for him and to try to use one of them. If the customer can see crypto option we would kindly suggest him to use it.
Best Regards
Frumzi Team
Dear all,
Kindly note that customer can check his withdrawal menu and see what other withdrawal options are available for him and to try to use one of them. If the customer can see crypto option we would kindly suggest him to use it.
Best Regards
Frumzi Team
1. You told me you would transfer it to me manually, the support said to me
2. Removed "Rollover X1" for me so that I can make new withdrawals.
It's a disgrace that you don't just transfer the money manually. Then the problem is solved. I've also tried so many withdrawal options in the past, but nothing ever works for you.
1. Ihr habt mir gesagt ihr überweist es mir Manuell meinte der Support so zu mir
2. Entfernt bei mir "Rollover X1" damit ich überhaupt neue Auszahlungen machen kann.
Das ist eine Frechheit das ihr das Geld nicht einfach Manuell überweist. Dann ist das Problem gelöst. Außerdem hab ich in der Vergangenheit schon so viele Auszahlungmöglichkeiten versucht nie klappt irgent was bei euch.
Casino Guru, please help me. If necessary, even with stricter measures for the casino. The casino keeps refusing and blames every problem on me instead of keeping it simple and straightforward. I've run out of patience. This isn't about a few hundred euros.
Casino Guru bitte helfen Sie mir. Wenn es sein muss auch mit strengeren Maßnahmen für das Casino. Das Casino weigert sich immer wieder und schiebt jedes Problem auf mich statt es einfach und schlicht zu halten. Meine Geduld ist am Ende. Es geht hier nicht um paar 100€.
I'm demanding proof of transfer from the casino. So that we can see whether they really tried to transfer the money. Otherwise I see no way out and will get a lawyer involved. It's unacceptable that this problem hasn't been resolved after 2 months and we've been getting the same answer from the casino since day one.
Ich fordere einen Überweisungsnachweis vom Casino. Das man sehen kann ob sie das Geld auch wirklich versucht haben zu überweisen. Andernfalls sehe ich keinen Ausweg mehr und schalte dann einen Anwalt ein. Es kann nicht sein das dieses Problem nach 2 Monaten immer noch nicht behoben worden ist und man seit Tag eins immer noch die selbe Antwort zu hören bekommt vom Casino.
Dear Frumzi Casino,
The player has indicated that they have explored multiple options without success. They noted that manual payment processing should have been conducted by you, yet this too did not yield a positive outcome. Could you please clarify the reasons behind this?
The player is willing to provide details for their alternative bank account to explore this option. However, given the challenges faced with the previous bank transfer, there may be apprehensions regarding the likelihood of success with this method as well. Anyway, I guess we will not know until it's tried.
Furthermore, would it be possible for you to facilitate a manual payment to the player's crypto wallet or e-wallet once they have established one?
Dear Frumzi Casino,
The player has indicated that they have explored multiple options without success. They noted that manual payment processing should have been conducted by you, yet this too did not yield a positive outcome. Could you please clarify the reasons behind this?
The player is willing to provide details for their alternative bank account to explore this option. However, given the challenges faced with the previous bank transfer, there may be apprehensions regarding the likelihood of success with this method as well. Anyway, I guess we will not know until it's tried.
Furthermore, would it be possible for you to facilitate a manual payment to the player's crypto wallet or e-wallet once they have established one?
Can the casino also answer? Please transfer it to me manually. I will give you my details for the transfer. The main thing is that the money is in my account. The problem has not been solved for months and you are not taking care of it.
Kann das Casino auch antworten? Bitte überweist es mir Manuell. Ich gebe euch meine Daten zum Überweisen. Hauptsache das Geld ist auf meinem Konto. Seit Monaten ist immer noch nicht das Problem gelöst und ihr kümmert euch nicht drum.
Dear K_kdk
Thank you for your patience.
We would kindly ask you to send us alternative bank details ,we cannot make manual withdrawal to IBAN *****11000 .
Please send us alternative bank details or crypto address on email.
Best Regards
Frumzi Team
Dear K_kdk
Thank you for your patience.
We would kindly ask you to send us alternative bank details ,we cannot make manual withdrawal to IBAN *****11000 .
Please send us alternative bank details or crypto address on email.
Best Regards
Frumzi Team
Dear K_kdk
Kindly send us your details at support@frumzi.com and just specify that is for manual withdrawal thank you .
Best Regards
Frumzi Team
Dear K_kdk
Kindly send us your details at support@frumzi.com and just specify that is for manual withdrawal thank you .
Best Regards
Frumzi Team
But every time I've sent one, you never write back, but I'll try again. Just reply this time and please take care of it.
Immer wenn ich aber eine geschickt habe, habt ihr nie zurück geschrieben aber ich versuche es wieder. Antwortet nur dieses mal und kümmert euch auch bitte drum.
Thank you for your responses, Frumzi Team.
I have my fingers crossed that the payment to the alternative bank account will be processed swiftly and successfully. Please let us know once the payment has been disbursed from your side.
Thank you for your responses, Frumzi Team.
I have my fingers crossed that the payment to the alternative bank account will be processed swiftly and successfully. Please let us know once the payment has been disbursed from your side.
Dear K_kdk
Kindly be informed that manual withdrawal was made and it is currently in processing by relevant department.
Best Regards
Frumzi Team
Dear K_kdk
Kindly be informed that manual withdrawal was made and it is currently in processing by relevant department.
Best Regards
Frumzi Team
The money was canceled again. I gave my crypto address to the casino so that the money could be transferred to the crypto wallet. Please transfer all my money to the crypto address I sent.
Das Geld wurde wieder Storniert. Ich habe meine Crypto Adresse dem Casino gegeben, damit das Geld auf das Crypto Wallet überwiesen wird. Bitte Überweisen sie mein gesamtes Geld auf die von mir geschicktes Crypto Adresse.
Dear K_kdk
Kindly note that we are checking with relevant department regarding your withdrawal and would get back to you as soon as we have any news from them.
Best Regards
Frumzi Team
Dear K_kdk
Kindly note that we are checking with relevant department regarding your withdrawal and would get back to you as soon as we have any news from them.
Best Regards
Frumzi Team
Thank you all for your responses.
Dear Frumzi Team,
I understand that certain processes require time and that unforeseen complications can sometimes arise, which may not always be within your direct control. However, a considerable amount of time has now passed, and the player has yet to receive their winnings. This delay falls short of the high standards one would expect from a reputable and highly-rated casino like yours.
While I empathize with any challenges you may be facing, I believe that a more proactive, customer-focused approach would go a long way in addressing this situation. I kindly request that you prioritize this matter, and I remain hopeful and optimistic that the issue will be resolved soon.
Thank you all for your responses.
Dear Frumzi Team,
I understand that certain processes require time and that unforeseen complications can sometimes arise, which may not always be within your direct control. However, a considerable amount of time has now passed, and the player has yet to receive their winnings. This delay falls short of the high standards one would expect from a reputable and highly-rated casino like yours.
While I empathize with any challenges you may be facing, I believe that a more proactive, customer-focused approach would go a long way in addressing this situation. I kindly request that you prioritize this matter, and I remain hopeful and optimistic that the issue will be resolved soon.
You can now transfer it to my Skrill account without any problems. I have given you everything you need. And no deposits will be rejected there like my bank apparently did.
Ihr könnt es mir jetzt ohne Probleme auf mein Skrill Konto Überweisen. Ich hab euch alles gegeben was ihr braucht. Und dort werden keine Einzahlungen abgelehnt wie es meine Bank anscheinend tat.
I have now written to the casino and even created a special link for them to transfer my money with the exact amount. You have all my data and everything else you have always asked for. Now finally transfer the money. I have run out of patience with you. I have been arguing with you for months.
Ich habe jetzt dem Casino geschrieben und ihnen sogar ein extra Link erstellt zum Überweisen meines Geldes mit der genauen Summe. Ihr habt alle Daten von mir und sonstiges wonach ihr immer gefragt habt. Jetzt Überweist endlich mal das Geld. Meine Geduld mit euch ist am Ende. Seit Monaten bin ich mit euch nur am Diskutieren.
The casino doesn't respond to my emails at all. They don't care about my problem. Every request I make is ignored. I'm desperate and want my money. I'VE BEEN WAITING FOR MONTHS!
Das Casino antwortet mir garnicht auf meine Emails. Sie kümmern sich nicht um mein Problem. Jede Anfrage von mir wird ignoriert. Ich bin am Verzweifeln und will mein Geld. ICH WARTE SEIT MONATEN!
Dear Frumzi Team,
Can you please provide us with an update on why the player's winnings were still not disbursed?
Dear Frumzi Team,
Can you please provide us with an update on why the player's winnings were still not disbursed?
I gave two bank details, created a crypto wallet and a Skrill account and made everything available to the casino. I have been chasing the Frumzi team for MONTHS without success. I have not received any answers to my questions. They do ask for my transfer details but that is it. The casino has not given me anything else. No matter how often I ask something and no matter what transfer options I give. THE CASINO DOES NOTHING AND DOES NOT WANT TO GIVE ME THE MONEY THAT IS MY OWN. They use every excuse and when they have none left they simply do not answer at all. Frumzi team, I have run out of patience, I am desperate and at the same time angry at how bad your support is. Months go by and you cannot make a transfer. I would have expected more from a licensed casino. I want my money, which I have been discussing with you for months, TRANSFERRED IMMEDIATELY. Or do you have a new excuse? I am excited to see what you come up with this time. Because there really shouldn't be any more. You have everything from me. EVERYTHING! You don't need anything to transfer, you just don't do it, in the hope that I'll lose the money.
Ich habe zwei Bankverbindungen gegeben, mir ein Crypto Wallet erstellt, sowie ein Skrill Konto erstellt und alles auch dem Casino zur Verfügung gestellt. Seit MONATEN laufe ich nur dem Frumzi-Team hinterher ohne Erfolg. Es kommen keine Antworten auf meine Fragen. Sie fragen zwar nach meinen Daten zum Überweisen aber, das war es dann auch. Mehr kommt nicht vom Casino. Egal wie oft ich etwas Frage und egal was ich alles an Überweisungs Möglichkeiten gebe. DAS CASINO TUT NICHTS UND WILL MIR MEIN GELD WAS MIR ZU STEHT NICHT GEBEN. Sie benutzen jede Ausrede und wenn Sie keine mehr haben dann antworten sie einfach garnicht. Frumzi-Team, meine Geduld ist am Ende, ich bin am Verzweifeln und zu gleich Wütend wie schlecht euer Support ist. Monate vergehen und ihr schafft es nicht eine Überweisung zu tätigen. Von einem Lizensierten Casino hätte ich mehr erwartet. Ich will mein Geld wofür ich schon seit Monaten mit euch Diskutieren muss SOFORT ÜBERWIESEN HABEN. Oder habt ihr eine neue Ausrede? Bin gespannt mit was ihr dieses mal kommt. Weil es müsste eigentlich keine mehr geben. Ihr habt alles von mir. ALLES! Euch fehlt nichts zum Überweisen ihr tut es einfach nicht, in der Hoffnung das ich das Geld verspiele.
Dear K_kdk
Kindly note that your last withdrawal had failed due to the fact that you did not provided destination tag alongside the wallet of your crypto address you had provided.
Please note that 3x800 euro withdrawals had been issued to your Skrill wallet you had provided and they should be with you very soon.
Kindly be informed that all withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of your account level.
As per now you are account level 3 and you can withdrawal 800 euro maximum per 24 hours with 3 active withdrawals at the same time.
We hope this clarify the situation for you.
Best Regards
Frumzi Team
Dear K_kdk
Kindly note that your last withdrawal had failed due to the fact that you did not provided destination tag alongside the wallet of your crypto address you had provided.
Please note that 3x800 euro withdrawals had been issued to your Skrill wallet you had provided and they should be with you very soon.
Kindly be informed that all withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of your account level.
As per now you are account level 3 and you can withdrawal 800 euro maximum per 24 hours with 3 active withdrawals at the same time.
We hope this clarify the situation for you.
Best Regards
Frumzi Team
Can the casino please make sure that they continue to make further withdrawals after one is in process, so that I don't always have to keep chasing after it.
Kann sich bitte das Casino darum kümmern das sie dauerhaft weitere Abbuchungen machen nachdem eine in Bearbeitung ist. Sodass ich nicht immer hinterher laufen muss.
My money was sent back. I don't know why it didn't work again. This is the fourth time and there are no more withdrawal options that I could try because I've already tried every one. Frumzi team, I'm excited to hear your new excuse as to why it didn't work again. It's disgraceful how poorly a licensed casino looks after its players. How can you not make a withdrawal for months? I really don't have the words for something like this.
Mein Geld wurde wieder zurück geschickt. Ich weiß nicht warum es wieder nicht klappt. Es ist schon das vierte mal und es gehen keine Auszahlungs Möglichkeiten mehr die man noch versuchen könnte weil ich schon jede versucht habe. Frumzi Team ich bin gespannt auf eure neue Ausrede wieso es wieder nicht klappt. Es ist beschämend wie schlecht sich ein Lizensiertes Casino um seine Spieler kümmert. Wie kann man seit Monaten nicht eine Auszahlung tätigen. Mir fehlen für sowas echt die Worte.
Dear Casino Guru team, please help me resolve this matter so that I can finally get my money back that I have been waiting for for MONTHS.
Liebes Casino Guru Team, bitte helft mir die Angelegenheit zu klären, damit ich mein Geld worauf ich seit MONATEN warten muss auch endlich habe.
Dear K_kdk,
I fully understand your frustration. Please rest assured that I am actively overseeing your case and maintaining communication with the Frumzi team beyond this discussion. I have already requested information as to why even the latest payments were not successful. It is indeed an unusual situation. I am here to support you until your winnings are successfully disbursed. I am currently awaiting additional information from the Frumzi team.
Dear K_kdk,
I fully understand your frustration. Please rest assured that I am actively overseeing your case and maintaining communication with the Frumzi team beyond this discussion. I have already requested information as to why even the latest payments were not successful. It is indeed an unusual situation. I am here to support you until your winnings are successfully disbursed. I am currently awaiting additional information from the Frumzi team.
The casino doesn't respond to my emails and doesn't take care of my withdrawals. I'm desperate and don't know what to do. No matter how often I write to them, nothing happens and the live support always says they'll take care of it but absolutely nothing happens.
Das Casino antwortet nicht auf meine Mails und kümmert sich nicht um meine Auszahlungen. Ich bin verzweifelt und weiß nicht mehr weiter. Egal wie oft ich denen schreibe es kommt nichts und der Live Support sagt immer sie kümmern sich drum aber es passiert rein garnichts.
Dear K_kdk,
We would kindly request to provide us your crypto wallet details requested via mail in order to proceed manually with your payment.
Thank you for your cooperation.
Kind Regards,
Frumzi Casino Team
Dear K_kdk,
We would kindly request to provide us your crypto wallet details requested via mail in order to proceed manually with your payment.
Thank you for your cooperation.
Kind Regards,
Frumzi Casino Team
1. I have already given you my crypto wallet and the QR code for quick transfers.
2. Why doesn't it work with Skrill? What is your new excuse now? Is Skrill now rejected for you too, as well as my two different bank details? I want screenshots of the attempted transfers and an explanation of why you can't do it for the tenth time.
1. Ich hab euch die schon gegeben mein Crypto Wallet, sowie den QR Code dazu zum schnell Überweisen.
2. Wieso klappt es über Skrill nicht? Was ist jetzt eure neue Ausrede? Wird jetzt Skrill auch bei euch abgelehnt sowie meine 2 verschiedenen Bankverbindungen? Ich will Schreenshots von den versuchten Überweisungen und eine Erklärung wieso ihr es zum Zehnten mal nicht hinbekommt.
Dear Casino Guru team, I don't understand anything anymore. Our questions are no longer answered and they just repeat themselves and don't give any information about why it doesn't work again. That's what we've come to expect from them, otherwise I wouldn't be here. I've already sent the Frumzi team 3 screenshots.
1 time I accidentally sent the wrong one.
1 time I sent the right one.
Once they even received a QR code from me to quickly transfer money to my wallet or to my crypto.
And now we're back to square one with the Frumzi team. Because they can't give any information as to why it hasn't worked for the tenth time, almost every question is ignored, every withdrawal option doesn't seem to work for them. But when making deposits, everything works without a problem. Deposits work in 2 minutes, but withdrawals haven't even worked using five different methods for over three months. Frumzi team, the quicker you transfer the money to me, the quicker you'll get out of this bad light. Everyone can read these chats and if I'm already having problems like this with you, then I don't think you'll be able to generate many new customers. A highly respected online casino that can't even manage a withdrawal, using five different transfer options, and they don't even explain why it doesn't work. So do yourself a favor and just transfer it to me. You would have explained it to me if there were problems. But you cancel them yourself.
Liebes Casino Guru Team, ich verstehe nichts mehr. Auf unsere Fragen werden garnicht mehr geantwortet, und die wiederholen sich einfach nur noch und geben keine Auskunft darüber, wieso es wieder nicht klappt. Das kennt man ja nicht anders von denen, sonst wäre ich ja nicht hier. Das Frumzi Team bekam von mir schon 3 Schreenshots.
1 mal schickte ich ausversehen das falsche.
1 mal schickte ich das richtige.
1 mal bekamen sie sogar ein QR-Code von mir zum Schnell Überweisen auf mein Wallet, beziehungsweise auf mein Crypto.
Und jetzt sind wir wieder mit dem Frumzi Team am Anfang. Weil sie keine Auskunft geben können wieso es wieder zum Zehnten mal nicht klappt, fast jede Frage wird ignoriert, jede Auszahlungs Möglichkeit klappt bei denen anscheinend nicht. Beim Einzahlen geht aber alles ohne Probleme. Einzahlen klappt in 2 Minuten aber, Auszahlen klappt nicht mal auf 5 verschiedenen Wegen seit über 3 Monaten. Frumzi Team, je schneller ihr mir einfach das Geld überweißt, desto schneller zieht ihr euch aus dem schlechten Licht. Jeder kann diese Chats lesen und wenn ich mit euch schon solche Probleme habe, dann denke ich nicht das ihr viele Neukunden generieren könnt. Ein Hoch Angesehenes Online Casino was nicht mal eine Auszahlung hinbekommt, auf Fünf verschiedenen Überweisungs Möglichkeiten, und sie begründen nicht mal warum es nicht klappt. Also tut euch selber ein Gefallen und Überweißt es mir einfach. Ihr hättet es mir schon erklärt wenn es Probleme geben würde. Ihr Storniert sie aber selber.
Dear K_kdk,
Thank you for your patience.
Please be informed that in order for us to continue with your request you would have to verify you gaming account first so kindly go to your your account menu verification section and upload the requested documents.
Also kindly be informed that unfortunately Skrill is not available for Germany , in order to continue with your request after verification is complete we kindly ask you to send us on email your crypto address for BTC, DOGE or USDT and please specify which crypto you want exactly for.
Best Regards
Frumzi Casino Team
Dear K_kdk,
Thank you for your patience.
Please be informed that in order for us to continue with your request you would have to verify you gaming account first so kindly go to your your account menu verification section and upload the requested documents.
Also kindly be informed that unfortunately Skrill is not available for Germany , in order to continue with your request after verification is complete we kindly ask you to send us on email your crypto address for BTC, DOGE or USDT and please specify which crypto you want exactly for.
Best Regards
Frumzi Casino Team
I verified my account yesterday. And Skrill works here. You can even buy bank cards from them. So what exactly isn't working in Germany? Do you want screenshot proof that it works here? The app even has special settings for transferring money from online casinos as well as receiving money. So verify my account and transfer it to my Skrill account. You're really running out of excuses, aren't you?
Ich hab mein Konto seit gestern Verifiziert. Und Skrill geht hier. Man kann sogar Bank Karten von ihnen kaufen. Also was genau soll in Deutschland nicht gehen? Wollt ihr noch Schreenshot Beweise das es hier geht? Auf der App gibt es sogar extra Einstellungen zum Überweisen von Online Casinos genau so wie das empfangen von Geldern. Also Verifiziert mein Konto und überweist es mir auf meinem Skrill Account. Euch gehen echt die Ausreden aus oder?
And you already have my QR code to transfer to Doge Coin. I want it on Doge Coin. You have everything you need. What more do you want!
Und ihr habt schon meinen QR-Code zum Überweisen auf Doge Coin. Ich will es auf Doge Coin haben. Ihr habt doch alles was ihr braucht. Was wollt ihr noch!
Dear K_kdk,
We are happy to informed that your gaming account is now verified , we would kindly advise you to reply to the email we had send you and provide your crypto address , kindly note that we need the full address and not a QR code and please specify the crypto you are providing , thank you in advance.
Best Regards
Frumzi Casino Team
Dear K_kdk,
We are happy to informed that your gaming account is now verified , we would kindly advise you to reply to the email we had send you and provide your crypto address , kindly note that we need the full address and not a QR code and please specify the crypto you are providing , thank you in advance.
Best Regards
Frumzi Casino Team
I have now given you my crypto address for Doge Coin. I have checked it several times and it is 100% correct. I and several other witnesses confirm this. Before the casino sends my money somewhere else or invents new excuses. Don't make any typos or anything like that, Frumzi!
Ich hab euch jetzt meine Crypto Adresse für Doge Coin gegeben. Diesen habe ich auch mehrmals kontrolliert und er ist zu 100% richtig. Ich sowie mehrere andere zeugen bestätigen das. Bevor das Casino mein Geld irgentwo hin schickt oder neue Ausreden erfindet. Macht keine Tipp Fehler oder ähnliches Frumzi!
I repeat, it is 100% correct, so please copy it exactly as it is. Don't let the money end up somewhere else. Otherwise I'll get it back from you.
Ich wiederhole mich es ist zu 100% richtig also übernehmt es auch 1 zu 1 auch genau so. Nicht dass das Geld sonst wo landet. Weil sonst hole ich es mir von euch zurück.
Dear K_kdk,
We are pleased to inform you that your withdrawals are in process to be manually completed.
Thank you for your cooperation.
Best Regards
Frumzi Casino Team
Dear K_kdk,
We are pleased to inform you that your withdrawals are in process to be manually completed.
Thank you for your cooperation.
Best Regards
Frumzi Casino Team
Dear K_kdk,
Can you please confirm you have received all the funds?
Dear K_kdk,
Can you please confirm you have received all the funds?
Dear K_kdk,
Sure, I will leave this case open until you receive the funds.
Dear Frumzi Casino Team,
Can you please let us know when the payment or payments will finally be dispatched from your side?
Dear K_kdk,
Sure, I will leave this case open until you receive the funds.
Dear Frumzi Casino Team,
Can you please let us know when the payment or payments will finally be dispatched from your side?
Dear all,
Kindly be informed that customer already have 8 complete withdrawals on our side ,also his last 3 withdrawals were canceled by him and requested again , we would kindly advise the customer not to cancel the withdrawals are request them again as the withdrawal processing starts again.
Best Regards
Frumzi Team
Dear all,
Kindly be informed that customer already have 8 complete withdrawals on our side ,also his last 3 withdrawals were canceled by him and requested again , we would kindly advise the customer not to cancel the withdrawals are request them again as the withdrawal processing starts again.
Best Regards
Frumzi Team
The last withdrawal that I didn't cancel was 6 days ago. I was told 4 times by your support that you need 3 working days and today is the 6th day.
Die letzte Abhebung die ich nicht storniert habe ist 6 Tage her. Mir wurde 4 mal von eurem Support gesagt ihr braucht 3 Werktage und heute ist der 6. Tag.
Thank you for the clarification, Frumzi Team.
Dear K_kdk,
I once again empathize with your frustration concerning the various complications and delays related to your withdrawals, but please understand that any cancellation done by you only prolongs the overall process. I acknowledge that the standard time for the payment processing is by default approx 3 days, but as your withdrawals seem to need to be handled and approved manually, it sadly takes a bit longer, and any cancellations further prolong it. Kindly don't cancel any further withdrawals so that these can finally be paid to you as fast as possible.
Thank you for the clarification, Frumzi Team.
Dear K_kdk,
I once again empathize with your frustration concerning the various complications and delays related to your withdrawals, but please understand that any cancellation done by you only prolongs the overall process. I acknowledge that the standard time for the payment processing is by default approx 3 days, but as your withdrawals seem to need to be handled and approved manually, it sadly takes a bit longer, and any cancellations further prolong it. Kindly don't cancel any further withdrawals so that these can finally be paid to you as fast as possible.
Dear K_kdk,
Please be informed that your withdrawals are complete and paid out on our side.
Best Regards
Frumzi Team
Dear K_kdk,
Please be informed that your withdrawals are complete and paid out on our side.
Best Regards
Frumzi Team
Dear all,
Thank you for your responses. I'm glad to see a positive progress.
Dear K_kdk,
Could you kindly let me know the total amount that you are still expecting to receive?
Dear all,
Thank you for your responses. I'm glad to see a positive progress.
Dear K_kdk,
Could you kindly let me know the total amount that you are still expecting to receive?
Dear K_kdk,
I appreciate your confirmation. I am optimistic that the casino team will handle your remaining withdrawal requests in the usual manner. I will continue to keep an eye on this situation for some time.
Dear K_kdk,
I appreciate your confirmation. I am optimistic that the casino team will handle your remaining withdrawal requests in the usual manner. I will continue to keep an eye on this situation for some time.
I have been waiting for my payouts for over 8 days. Support just tells me to wait but they don't want to tell me the reason for the delay.
Ich warte seit über 8 Tagen auf meine Auszahlungen. Der Support sagt nur ich soll noch warten aber den Grund für die Verzögerungen wollen sie mir nicht sagen.
Dear K_kdk,
Please be informed that your withdrawals are complete and paid out on our side.
Best Regards
Frumzi Team
Dear K_kdk,
Please be informed that your withdrawals are complete and paid out on our side.
Best Regards
Frumzi Team
Dear K_kdk,
Your withdrawal is in processing with relevant department.
Best Regards
Frumzi Team
Dear K_kdk,
Your withdrawal is in processing with relevant department.
Best Regards
Frumzi Team
I have been waiting for the payouts for 8 days. The last payouts always took over a week. The casino doesn't tell me why they always take so long. They always say that it takes 3 working days, but this time frame has only been met once so far.
Ich warte seit 8 Tagen auf die Auszahlungen. Die letzten Auszahlungen haben auch immer über eine Woche lang gedauert. Das Casino sagt mir auch nicht warum sie immer so lange brauchen. Es wird immer gesagt das es 3 Werktage dauert aber der Zeitraum wurde bis jetzt nur einmal eingehalten.
Dear Frumzi Team,
Could you kindly clarify the reasons for the delay in processing player withdrawals, as they seem to very often exceed the standard processing times?
Dear Frumzi Team,
Could you kindly clarify the reasons for the delay in processing player withdrawals, as they seem to very often exceed the standard processing times?
I have been waiting for 14 days and the money has still not been paid out. The casino's 3 working day processing time is just an empty promise to the players. They only stuck to the promise of processing the first payout within 3 working days. Since then I have always waited at least 7 days.
Ich warte seit 14 Tagen und das Geld wurde mir immernoch nicht Ausgezahlt. Die 3 Werktage bearbeitungsfrist vom Casino sind nur leere versprechen an die Spieler. Die haben sich nur bei der ersten Auszahlung daran gehalten es innerhalb von 3 Werktagen zu bearbeiten. Seitdem warte ich immer mindestens 7 Tage.
Dear all
We would like to confirm that all 3 of your withdrawals had been completed and paid out , please note that it is not in our interest to leave our customers unsatisfied with our website. We are trying our best to process all the withdrawal request at the earliest , please accept our apology for the situation .
Best Regards
Frumzi Team
Dear all
We would like to confirm that all 3 of your withdrawals had been completed and paid out , please note that it is not in our interest to leave our customers unsatisfied with our website. We are trying our best to process all the withdrawal request at the earliest , please accept our apology for the situation .
Best Regards
Frumzi Team
Dear Frumzi Team,
Could you kindly clarify the reasons for the delay in processing player withdrawals, as they seem to very often exceed the standard processing times?
Dear K_kdk,
What is the remaining amount that you are still expecting to receive?
Dear Frumzi Team,
Could you kindly clarify the reasons for the delay in processing player withdrawals, as they seem to very often exceed the standard processing times?
Dear K_kdk,
What is the remaining amount that you are still expecting to receive?
I'm still waiting for almost €11,000. If the casino would stick to their 3 working days for processing, I would now have a much smaller amount to wait for.
Es sind noch knapp 11.000€ auf die ich warte. Würde das Casino ihre 3 Werktage zum bearbeiten einhalten dann hätte ich jetzt eine deutlich wenigere Summe auf die ich warten muss.
I don't think we'll get an answer from the casino as to why the payouts are always delayed. I always ask support and here on the site and they always divert attention from the topic and never give me a clear answer.
Ich glaube nicht das wir eine Antwort vom Casino bekommen werden warum sich jedes mal die Auszahlungen verzögern. Ich frag jedes mal den Support sowie hier auf der Seite und es wird immer vom Thema abgelenkt und nie bekommt man eine klare Antwort.
Dear all
Kindly be informed that slight delays comes due to high volume of requests we are deeply sorry for the frustration you've encountered. We understand how important it is for our service to be reliable, and we regret any inconvenience this may have caused you. Rest assured, we're working to address the issue promptly and process with withdrawals as soon as possible.
Best Regards
Frumzi Team
Dear all
Kindly be informed that slight delays comes due to high volume of requests we are deeply sorry for the frustration you've encountered. We understand how important it is for our service to be reliable, and we regret any inconvenience this may have caused you. Rest assured, we're working to address the issue promptly and process with withdrawals as soon as possible.
Best Regards
Frumzi Team
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