Delayed verification and withdrawal

Description of the issue:

I am filing a formal complaint against Frumzi Casino regarding the repeated and unjustified rejection of my withdrawal requests. Currently, my account balance stands at €5,500.

I am a VIP Level 4 player. Previously, the casino successfully processed €1,000 in two separate transactions around March 30th. At that time, I received explicit confirmation from their support team via email that my account is fully verified (KYC completed) and no further documentation is required. I have screenshots of this confirmation.

Despite this, every subsequent withdrawal attempt for the remaining €4,500 has been rejected. The casino claims that "the bank is not accepting the transfer." This justification is demonstrably false, as the same bank account successfully received the initial €1,000 from the casino just days ago.

Furthermore, following the casino's specific instructions, I have updated my withdrawal method to a direct Bank Transfer, using the exact same bank account from which I made my initial deposits. Even after complying with this request, my withdrawal applications continue to be cancelled without any valid legal or technical reason.

What I want to achieve:

I request the immediate approval and processing of my remaining funds (€4,500). Given my VIP status and the fact that previous transfers to the same account were successful, the "bank rejection" excuse is unacceptable.

Hi,

On March 25, I deposited $1500 via Interac. Since then i have grown my balance to $55000. I have 3 pending withdrawals due to their tight limits

$750 - Mar 25

$1200 - Mar 26

$1200 - Mar 27

I was told the first one would be done within 3 business days, and it is past this time.

I keep only getting generic responses saying that payment will be made shortly.

They say KYC is not required, even though I have requested to verify myself at least 3 times. I am trying to provide all info, but they refuse it. I have requested responsible gambling limits that they refused. I have requested a limit exemption to withdraw my balance, as my 55,000 balance would take 3-6 months to withdraw. If they stick to their limits, but likely longer as they delay. The request has been ignored.

I just want clarity that my withdrawals are being processed in good faith, but they refuse to give me any sort of answer. I am very worried that they will not be paying me the $55,000 which I am owed.

I have used no bonus

It’s my second time opening a complaint about Frumzi, they are just constantly not keeping to their service level agreements of withdrawals of 1-3 business days.

I have €19.5k to withdraw and they took over 30 days the last time to withdraw a few grand, they drip feed it to you. I have €1500 pending over 5 business days and I get the same email response every time “ it’s with our finance dept “ and to make it worse , they email me saying of I wager more , they will give me faster and bigger withdrawals. They just want me to spend the money I won, it’s really poor service.

I have requested a withdrawal on the 9th 10th and 11th, all for 500€

It is supposed to be a 3/5 days for it to be processed, but they just keep saying we are processing it, it is with our finance dept so we cannot give you a date, it’s a joke.

I just want my money.

They take my money easily, bright and they just keep fobbing me off saying that I have to wait, wait for what?

They said their timeframe is 3-5 days, it’s now been 15 days for the longest withdrawal, can you please help me get my money

Hello, I am filing an official complaint regarding Frumzi Casino for failing to apply my self-exclusion request. Because of their negligence, I continued to deposit and play money after clearly asking to be excluded due to a gambling problem.

On November 3rd, 2024, I contacted Frumzi Casino and requested a permanent self-exclusion due to my gambling addiction. My request was clear, urgent, and mandatory. According to responsible gaming rules, a casino must immediately block the account once a player requests exclusion.

Instead, Frumzi ignored the request. I received no exclusion, no closure, and no confirmation after multiple messages. I received a late answer only on November 12th, 2025, which is unacceptable. Even worse, after I replied on the same day confirming again that I wanted permanent exclusion, the casino still did not close ,y account, allowing me to continue depositing and playing.

Because the casino failed to apply my mandatory exclusion, I was able to deposit and lose a total of $8,170 CAD only due to their negligence. These deposits occurred after my exclusion request and should have been impossible if Frumzi had respected responsible gambling obligations.

Requested Resolution:

Immediate closure of my account

Permanent self-exclusion

Refund of the $8,170 CAD deposited after November 3rd, 2025

Written confirmation that the refund has been processed

Evidence provided:

Proof of my exclusion request on November 3rd (chat/email screenshot)

Proof of their late response on November 12th

Proof of deposits totaling $8,170 CAD made after my exclusion request

I ask AskGamblers to assist me in enforcing responsible gambling regulations, as Frumzi failed to protect a vulnerable player. Thank you for reviewing my complaint.

I have won €500.

Requested a withdrawal 8 days ago.

Their website says they process withdrawals within 3 days.

I keep getting the same heroic response, saying there is a backlog and I will be paid very, very soon, they promise.

I'm still waiting for them to keep their promise.

Emails go ignored, and live chat just hangs up on me.