Complaint #4 Frumzi Casino

Refund rejected trough casino

By maximzrh

2 years ago

I opened an account with Frumzi in October 2023.

Using my credit cards, I deposited a considerable sum over a period of days. After I realized that I was only losing money, I decided to close the account. There is no option on the site to exclude myself. On November 11, 2023, I wrote to the casino provider and asked them to close my account immediately. I then received a message saying that my email had been received and was being processed. According to the casino rules, I would no longer have been able to access the account from November 12.

Unfortunately, I was able to deposit the money and continue playing even after that date. So I deposited a lot of money again.

The account was only closed at the beginning of December.

I have asked the casino provider to refund the money that I deposited after 12.11.23. But he refuses.

This is contrary to their rules.

Disputed Casino Frumzi Casino

Reason Account closure

Amount CHF16000

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

We regret to inform you that despite all the AskGamblers Complaint Team requests, Frumzi Casino management failed to provide reasonable justification and/or solid evidence which could prove the validity of the accusations against player.

Unfortunately, in this situation, the AskGamblers Complaint Team has no other choice but to close the case as unresolved and advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

AskGamblers

• Support Team

2 years ago

Dear @maximzrh,

Rest assured that the AskGamblers Complaint Team is in contact with the Frumzi Casino team and your case is being handled accordingly. Updates will be provided in due course.

Thank you for understanding.

Frumzi Casino

• Representative

2 years ago

Dear Askgamblers,

We have replied to your email with the clarification of details you requested.

Please let us know if you need any more clarification.

Sincerely,
Frumzi Administration

maximzrh

2 years ago

Dear all

First of all I am always write from the same email address. Also in the past I used for all kind of communications.

The casino tries to pretend that it is innocent. That is a purely protective claim.

Steps in the past:

1. my email on 11.11 was received by Frumzi. I have also sent a screenshot with my details and asked to close my account immediately.
2. then I received a confirmation email that my request was being processed.
3. the complaint email didn’t work at all.
4. obviously Frumzi did not fulfil its duty and only closed the account.
5. Frumzi probably wanted to earn more and take advantage of its position. Frumzi new exactly that I wanted to close the account. It is clear because the account was later closed, although no other email address was ever used by me. That is why this is a defensive claim.

AGAIN: I can prove that I never used a different email. I am curious how can Frumzi prove the opposite version

Frumzi Casino Complaint Stats

Resolved 29 / 30

Avg. Amount $3,886

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Frumzi Casino Complaints

See all complaints for this casino

Pending withdrawals and blocked my account

Hello

Last week I had two pending withdrawals of 800€ each (1600€ total) and when I logged in to casino my account was blocked from administration!!
I’ve send an email about what is happening and I don’t know the exactly reason about closing my account , or for withdrawals I don’t have get any response.

I am uploading the following emails !

I want to proceed my withdrawals please !

41h left

€1,600

Systematic withdrawal rejections and stalling tactics VIP Level 4 Player

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.

Resolved

€4,500

Delay of payment and refusal to verify

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

Rejected

$55,000

Constant delay in withdrawal times

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.

Resolved

€1,500

Over 2 week delay for withdrawal

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

Resolved

€1,500

Deposit Bonus Not received

I Am extremely disappointed with Frumzi Casino. I deposited €300 on Saturday and was promised a deposit bonus, but it has still not been credited. Support told me to wait until my bet was settled (win or loss) and then contact them again, which I did — and now they are ignoring me. I am VIP Level 5 (maximum ranking), yet my VIP manager never replies and provides no assistance. This is unacceptable treatment, especially for a VIP player. I have screenshots of the promotion, deposit history, and live chat conversations as proof. I do not recommend Frumzi Casino due to poor support and failure to honor promotions.

Resolved

Withdrawal Not Processing

Hello, I have been playing on frumzi off and on for a year. I have not had any big issues with withdrawal processing until recently when I won a large sum of money. 11 days ago I requested to have 2300$ withdrawn (something I have done multiple times previously) and I still do not have my funds. I keep getting the same answer over and over from support saying 'processing is delayed' or 'don't worry you will receive your funds soon' or 'we will have your request expedited' and things along those lines. I still do not have my funds and am getting very frustrated as the timeframe breaks their own terms and conditions and I am getting worried I will not get my money. If you guys could help at all that would be great. Thanks.

Resolved

$2,300

Failure to Enforce Self Exclusion Resulting in Significant and Distress

In April 2025, I requested that my Frumzi account be closed and that I be self-excluded from gambling. I followed up on this request and explicitly confirmed the self-exclusion with support on April 30, 2025 (see attached email correspondence).

Despite this clear and confirmed request, my account was not closed or restricted, and daily continuous emails from Frumzi VIP team and support with bonuses were emailed to me until present. As a result of this failure to enforce self-exclusion, I experienced a relapse in gambling activity around December 30th 2025 that would not have been possible had the self-exclusion been correctly implemented.

Due to this “technical error” the casino admitted (see attached email). I incurred a significant financial loss estimated between $10,000 and $12,000. This loss occurred after my confirmed self-exclusion request and is directly connected to Frumzi’s failure to apply responsible gambling safeguards.

I am therefore requesting the following:
1. Written confirmation that my Frumzi account is now fully closed and permanently self-excluded, effective retroactively from the date of my original request in April 2025.
2. Confirmation that I will receive no further marketing, promotions, or reactivation attempts from Frumzi or any associated brands.
3. A written explanation of why my self-exclusion request, confirmed on April 30, 2025, was not enforced at that time.
4. Reimbursement for the losses incurred as a direct result of this failure to enforce self-exclusion, estimated at $10,000–$12,000, or details of Frumzi’s compensation and dispute resolution process in cases involving responsible gambling failures.

Please treat this complaint with urgency. If this matter is not resolved satisfactorily, I understand that Ask Gamblers may escalate the complaint to the relevant licensing and regulatory authorities.

I look forward to your written response.

Resolved

$12,000

Casino failed to apply requested selfexclusion and allow gambling activity

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.

Resolved

$8,170

My withdrawal is delayed for 8 days

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.

Resolved

€500