Verification pending for over 2 months

Hello AskGamblers Complaint Team,

Today I am filing a formal complaint against Frumzi Casino for delaying my 1500EUR withdrawal for days without specifying the cause of the delay or communicating with me at all.

This is worrying because it goes against their own terms of paying within 3 days and also because of my VIP level (5), which is supposed to give me a higher priority for receiving withdrawals faster.

For clarification, my account doesn't need verification, and I've tried contacting the casino support via the live chat option, but this has only resulted in automated answers stalling me and wasting my time with empty words.

What I want: The payment of my withdrawal at the earliest convenience. Nothing else

Thank you for reading this.

Best wishes.

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.

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