Beschwerde #66
Frumzi Casino
Unjustified delays in KYC verification with Frumzi Casino
vor 10 Monaten
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.
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.
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