Complaint #42 Frumzi Casino

They manipulate me to lose my winnings

By Rock97

1 year ago

I submitted a withdrawal request at Frumzi Casino, but their support told me I needed to wait three business days for processing. I waited more than three days, and my funds were not released. During this time, the money remained in my account and was not locked or reserved.

I contacted support, and they explained that the 3-day timeframe resets based on either a new request or the last processed withdrawal, which creates constant delays. Frustrated, I eventually played my balance — which I now regret.

I believe the withdrawal was intentionally delayed to encourage further gambling, which violates fair and responsible gaming practices.

I am attaching a screenshot of my conversation with their live chat support as evidence.

Disputed Casino Frumzi Casino

Reason Delayed payment

Amount €500

Discussion

AskGamblers

• Support Team

1 year ago

Dear @Rock97,

Following an email confirmation from the complaint's submitter that money has been played off, the AskGamblers Complaint Team has no other choice but to reject the case.

And while we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Rock97

1 year ago

I don’t have addiction to gambling even if I have at least for on week I couldn’t withdraw a euro from 28.000 and i thought that I will never get anything from your website and just spent and get angry to the whole situation in every other website I have played in allow to verify my account with out the casino to need it I verify my self with my ID in your website I need to wait for you to ask me to verify my account why?? I can’t verify my account with out to wait for you to ask me this get me a bit worried and I thought I would never get anything from this website thanks god a I have Friend which told me about AskGamblers. Website which help the people for fair play.

AskGamblers

• Support Team

1 year ago

Dear Frumzi Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Frumzi Casino

• Representative

1 year ago

Dear Rock97,

We truly apologize that your withdrawal was unsuccesful due to a technical error.
We can see that the withdrawal you made on a Saturday, got cancelled on a Tuesday. That means that you waited 2 business days, since we cannot count Sunday in.
You were kindly asked to clear cache and cookies and try to resubmit your request.

We would also like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

4.1 :- By opening an account on our Website and by using our Website you warrant that:

<...>

-you do not have a gambling addiction, you don’t use the Website under the influence of alcohol, drugs or other substances;

<...>

6.6.2 :- No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Therefore, according to the aforementioned article, there is no refund available for your account.

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!

Best regards,
Frumzi team

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

Unpaid withdrawal and account issues

Dear AskGamblers Complaint Team,

I am submitting this complaint regarding Frumzi Casino and their handling of my withdrawal request, since on the 18th

I played casino games on Frumzi and requested a withdrawal of 30 USD, but my withdrawal has remained unpaid for over 9 days. This is against their own stated Terms & Conditions, which indicate that withdrawals should be processed within 3 working days.

When I tried to log in 2 days ago, I received the message:

"Account frozen. Your account has been temporarily blocked because you exceeded the number of login attempts with the wrong password. Do not hesitate to contact us via Live Chat in case of any questions or issues."

I contacted their support team after waiting for self-reactivation for assistance, but I was repeatedly passed between different departments without any solution or proper explanation.

After contacting them further, they have not provided a clear explanation or evidence of any violation. This happened only after my withdrawal remained unpaid.

I believe Frumzi is acting unfairly by preventing me from accessing my account while holding my funds. The delay, lack of transparency, and constant transfer between departments have left me without access to my account or my money.

I request that AskGamblers investigate this matter and assist in ensuring that Frumzi:

1. Reopen my account and restore my access.

2. Releases my outstanding withdrawal.

3. Handles this case according to fair gambling practices and their own withdrawal terms.

Thank you for your assistance.

48h left

$30

Verification pending for over 2 months

I am submitting this complaint because I no longer know what else to do. My issue with Frumzi has been ongoing for more than two months and throughout this entire process I have fully cooperated with every request from the casino. Recently they asked me to provide additional verification photos, which I submitted immediately. It has now been around 10 days since I sent those documents and I still have not received any response or update regarding the review. The amount involved is approximately €3,300, which is a significant sum of money. I understand that verification procedures can take time, but after more than two months of waiting and with very limited communication, the situation has become extremely frustrating. I have complied with all requests and remained patient during the whole process. I am simply asking the casino to review my documents and provide a clear update regarding my account and funds. I hope AskGamblers can assist in resolving this matter.

94h left

€3,300

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 !

80h 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