Complaint #43 Frumzi Casino

Unjustified delays in KYC verification with Frumzi Casino

By Ntontos4

10 months ago

Dear AskGamblers Support Team,

I am writing to submit a complaint regarding the prolonged and seemingly deliberate delays I am experiencing during the KYC verification process with the online casino Frumzi.

I have been an active player at Frumzi since 2023, wagering significant amounts and consistently complying with all the platform’s terms and conditions. I have also successfully processed several withdrawals in the past, always within the specified limits. My account currently holds VIP Level 5 status, which is the highest tier available at the casino – clearly reflecting my loyalty and commitment as a player.

In early June 2025, after securing a major win that brought my account balance to over €24,000, the KYC verification process was initiated. Since then, for over a month now, Frumzi has been repeatedly requesting additional documents – often one at a time – which has caused significant and unnecessary delays in the verification and withdrawal process.

To date, I have provided the following documents, as requested:

-Government-issued Proof of ID
-Proof of Address
-IP address verification
-Photos of all cards used to make deposits
-Bank certificate verifying ownership of my debit card
-Screenshots from my online banking, showing a specific Apple Pay deposit to Frumzi
-Two PDF bank statements directly downloaded from my bank, one for my credit card (covering April) and one covering a 3-month period including April

Despite submitting all requested documents promptly and in full, Frumzi continues to stall the process by asking for documents sequentially, never providing a comprehensive checklist or timeline. I strongly believe this strategy is being used to intentionally delay the verification of my account in an attempt to pressure me into continuing gameplay using my existing balance.

This practice feels highly unethical, especially given the lack of transparency, the shifting requirements, and the total absence of a resolution even after one month of full cooperation from my side.

I respectfully request AskGamblers' support and intervention in this matter. I hope that with your involvement, that my account will be verified without further delay, allowing me to access my rightful winnings.

Thank you in advance for your attention and assistance.

Disputed Casino Frumzi Casino

Reason Verification issues

Amount €24000

Discussion

AskGamblers

• Support Team

10 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Ntontos4

10 months ago

Thanks everyone for the support - case resolved so we can successfully close this thread!

Frumzi Casino

• Representative

10 months ago

Dear Ntontos4,

We’re pleased that your account verification has been successfully completed.

We truly appreciate your cooperation and patience throughout this process.

Kind regards,
Frumzi Casino Team

Ntontos4

10 months ago

Hi all,

Just writing to inform that the verification process of my account has just been successfully concluded and I am now in the process of withdrawing funds (put a withdraw request as per Frumzi’s daily withdrawal limits).

Thanks for the support towards the resolution of the account verification issue.

Frumzi Casino Complaint Stats

Resolved 29 / 31

Avg. Amount $3,821

Avg. Complaint Duration 8 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 !

Unresolved

€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