Hello, can you please help me?i started the withdrawals the 7th of June, they cancelled on of my withdrawals for no reason they told me that my card issuer had the problem which is a lie because i contacted my card issuer and they told me there is no problem and probably the casino has the problem, i submitted the withdrawals again and after 17 days i received only 1 out of the 3 withdrawals and they cancelled on of them one more time for no reason again, in the chat and email the only thing they tell me is this automated lie about high volume of requests and them prioritizing my withdrawals etc etc, which are lies and delay tactics, can you please help me ? 17 days passed since the first withdrawal what is that for gods sake

Dear pkr4098,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

So yeah what exactly is going on here? am i being scammed by this casino?

Dear pkr4098,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No I did not receive my money I get the same lies high volume etc, that is not my problem I waited 21 days what the hell is that ?

Thank you for your response. Could you please specify how many pending withdrawal requests are currently in your casino account?

Which payment method have you chosen for your withdrawals?

Have you used this payment method for depositing into this casino as well? Has the payment method been successfully verified by the casino?

Did you accumulate your winnings with or without a bonus?

-There are 2 pending withdrawals one for 400 euros(requested 13/06/2025 for the 2nd time since they cancelled it the first time at 08/06/2025 , said my provider had the problem which is a lie i contacted my provider and they told me noone tried to credit me with 400 euros no transaction got rejected ) and one for 457 euros(requested 18/06/2025),

-I chose my Visa card for my withdrawals which is the same card(and only method) i used for my deposit

-They didnt ask to verify anything , in the verification section it says "At the moment your account does not require verification"

-I've never used a bonus

Thank you very much, pkr4098, for providing all the necessary information. I will now transfer your complaint to my colleague Attila ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello pkr4098,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Frumzi Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Dear all,

We apologize for the inconvenience caused.

Please note that there are two pending withdrawal requests submitted on 13.06.2025 and 18.06.2025. We regret the delay in processing these.

However, we would like to inform you that verification documents were requested on 27.06.2025.

pkr4098 , we kindly ask you to upload the required documents via our website. Once our KYC team completes the verification process, your withdrawals will be processed accordingly.

We appreciate your cooperation and understanding.

Best regards,

Frumzi Team

so after 14 days of waiting, while i contacted you numerous times and you never told me anything about KYC verification only that i must be patient because of high volume of requests, you ask me for KYC verification without sending me any email telling me about it, anyway, i just send you everything you asked for , so i waited 17 days now i have to wait more for you to check the documents and then more for the withdrawals to proceed? what is this? are you a scam site or what?why didnt you ask for KYC verification from the start and when i contacted you you kept telling me about high volume of transactions and this bs?

Dear pkr4098,

Thank you for the update. I understand your concerns regarding the delays and the recent KYC request.

At this stage, I’d kindly suggest completing the KYC process as requested, so that the verification and withdrawal can proceed. Please keep me informed of any updates, and I’ll continue to monitor the situation.

Best regards,

Attila G.

i did , i sent them everything they asked for, i've waited more than enough already though, so i think they have to check them with top priority and process my withdrawals without waiting more .

Hey what is going on here are you kidding me ? Why Frumzi’s not responding?

Dear Frumzi Casino,

Could you please confirm whether the requested verification documents have been successfully received?

Best regards,

Attila G.