Frumzi Casino - プレイヤーの出金が遅れている。

Hello Casino Guru Team, I have submitted several withdrawal requests since June 19, 2025.

I deposited and won with real money. Before requesting my first withdrawal, I canceled available bonuses. I've had my account since 2024 and have made several withdrawals, always without delay. I've submitted the following withdrawal requests:

19.06.2025 - 500 Euro : Payment made on 24.06.2025

20.06.2025 - 500 euros: unprocessed

21.06.2025 - 500 euros: unprocessed.

KYC has never been requested, and according to the account, it's not required either. I contacted live chat and support via email almost daily: standard responses (high volume of applications, etc.), to be patient, and processing will be done with the highest priority.

Today's response from the support agent (the same text as another casino's response, and the agent's first name is the same) simply showed that nothing will happen here. I think it's a real shame, as I've never had any problems with this casino and have always enjoyed using their services. I'm asking for your support in this case. Thank you in advance. Best regards, Katja M.

Hallo liebes Casino Guru Team, ich habe seit dem 19.06.2025 mehrere Anträge auf Auszahlung gestellt.

Ich habe eingezahlt und mit Echtgeld gewonnen. Vor dem ersten Auszahlungsantrag habe ich verfügbare Boni storniert. Mein Spielkonto habe ich bereits seit 2024 und auch schon mehrere Auszahlungen getätigt, immer ohne zeitliche Verzögerungen. Folgende Anträge auf Abhebungen habe ich gestellt:

19.06.2025 - 500 Euro : Auszahlung erfolgte am 24.06.2025

20.06.2025 - 500 Euro: unbearbeitet

21.06.2025 - 500 Euro: unbearbeitet.

KYC wurde noch nie verlangt und lt. Konto auch nicht erforderlich. Ich habe mich fast täglich an den Live-Chat und auch an den Support per Mail gewandt: Standardaussagen (hohes Aufkommen an Anträgen usw), Geduld haben und Bearbeitung erfolgt mit höchster Priorität.

Die heutige Antwort vom Support-Mitarbeiter (selber Text als Antwort eines anderen Casinos und gleichlautender Vorname des Mitarbeiters) hat einfach gezeigt, dass hier nichts passieren wird. Ich finde es wirklich schade, da ich mit diesem Casino nie Probleme hatte und sehr gerne das Angebot genutzt habe. Ich bitte um Ihre Unterstützung in diesem Fall. Vielen Dank vorab. LG Katja M.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello Dominika, thank you for the quick reply.

Neither withdrawal has been processed. I'm enclosing today's response from customer service. Sure, the casino apologizes in every email, but nothing is being processed. Thank you in advance. Best regards, Katja

Hallo Dominika, vielen Dank für die schnelle Antwort.

Es sind keine der beiden Abhebungen bearbeitet worden. Ich sende mal die Antwort des Kundendienstes von heute mit. Sicher, das Casino entschuldigt sich in jeder Mail, aber eine Bearbeitung erfolgt nicht. Vielen Dank vorab. LG Katja

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please specify the bonus you canceled?

Did you discuss the bonus cancellation with the casino?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Hello Dominika, I've forwarded everything I have via email. I don't have any chat transcripts. But I've been checking in here regularly. Best regards

Hallo Dominika, ich habe alles mir vorliegende per Mail weitergeleitet. Chatprotokolle habe ich nicht vorliegen. Aber hier habe ich mich regelmäßig gemeldet. LG

Hello, I contacted both customer service and the casino's complaints department yesterday. I haven't received a response from the complaints department yet. However, customer service gave the same explanation as always, and of course, or unfortunately, the withdrawals haven't been processed. This is absolutely incomprehensible. The requests have been pending for 20 days.

I'll forward the answer by email. Best regards

Hallo, ich habe mich gestern zum einen an den Kundenservice und zum anderen an die Beschwerdestelle des Casinos gewandt. Von der Beschwerdestelle habe ich bislang keine Antwort. Allerdings vom Kundenservice- Begründung wie immer und natürlich, oder leider, keine Bearbeitung der Auszahlungen. Es ist absolut unverständlich. Die Anträge sind seit 20 Tagen in der Bearbeitung.

Die Antwort leite ich per Mail weiter. LG

Good morning, dear team, have you been able to investigate this case further? The withdrawals have been going on for over three weeks without any action from the casino. Have my emails been received? Best regards, Katja

Guten Morgen liebes Team, habt Ihr den Fall schon weiter prüfen können? Die Abhebungen laufen seit über 3 Wochen, ohne das sich seitens des Casinos etwas tut. Sind meine Mails eingegangen? LG Katja

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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 katja041075, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Frumzi Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear all,

We apologize for the inconvenience.

Please note that your request has been forwarded to the relevant team, and they are currently working on it. We will keep you informed as soon as we receive an update or clarification.

Thank you for your understanding and patience.

Kind regards,

Frumzi Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear katja041075,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej