Frumzi Casino - Unjustified delays in KYC verification with Frumzi Casino

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Ntontos4

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.

Frumzi Casino

Dear Ntontos4,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,
Frumzi Casino team

Ntontos4

Dear Frumzi,

For the past month, I have been receiving the same repeated response from your operators and my personal Account Manager. Most recently, you’ve requested detailed bank statements showing all my deposits to your casino for the month of April, specifically through Apple Pay.

In response, I have already submitted three official documents, downloaded directly from my bank, clearly outlining all transactions for April. These documents are still under your review.

At this stage, I expect clear and specific guidance on the next steps. If you believe any transaction is missing, I expect a detailed email specifying the exact date, time, and amount of the transaction in question.

According to your Terms and Conditions, clause 5.3, the account verification process should take between 7–10 business days. However, it has now exceeded 30 business days, during which I’ve repeatedly been asked to submit documents one at a time—further prolonging the process.

This approach is not only inefficient but also increasingly frustrating and disappointing. I expect a prompt resolution to this matter without further unnecessary delays.

Thank you.

Ntontos4

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

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

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

AskGamblers

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.

Frumzi Casino - Unjustified delays in KYC verification with Frumzi Casino

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