32 days ago, I made my second deposit at this casino... I had a fun night playing with my bonus... Once I finished the required rollover, I ended up with a net amount of 300€... I made a withdrawal for these 300€ and went to sleep happily after a great night..

I waited for a week and saw that my withdrawal was still being processed... I quickly checked to see if they asked me to verify my account, but they hadn't... I reached out to online support to see what was going on, and was told that my withdrawal was being prioritized that due to a high volume of payments, I would need to be patient for a few more days..I replied that it was okay, I would wait... After waiting for another 5 days, checking every day to see what was happening, I saw that they asked for account verification... I was a bit disappointed, as I knew this was a time-consuming process and I had already been waiting for 12 days, in my view, they should have asked for verification a few days after I made the withdrawal request...

The next morning, I provided all the documents they requested for the verification... After a few more days, I saw they accepted half of the documents and rejected the rest... I checked if I made a mistake while sending the documents but I saw I had sent everything correctly and couldn't understand why they rejected them... I immediately reuploaded the documents and also sent them via email to the casino's support to speed up the process in case there was a confusion or mistake...

Today, 32 days have passed and I am still trying to get my account verified by sending the documents over and over again, without any communication or help from the casino regarding why they are rejecting the documents...

I don't know why this is happening and I don't know what else to do..

Please, if you can, help me to solve this issue..

Thank you very much in advance????

Πριν 32 μ?ρε? ?κανα τη δε?τερη μου κατ?θεση σε αυτ? το καζ?νο...Π?ρα το μπ?νου? μου π?ρασα μια διασκεδαστικ? βραδι? πα?ζοντα?...Μ?λι? τελε?ωσα το απαιτο?μενο τζιραρισμα που χρειαζ?ταν Ε?χαν με?νει 300€ καθαρ?....?κανα αν?ληψη αυτ? τα 300€ και π?γα για ?πνο χαρο?μενο? ?χοντα? περ?σει μια ?μορφη βραδι?..

Περ?μενα μια εβδομ?δα και ?βλεπα πω? η αν?ληψη ε?ναι ακ?μα σε επεξεργασ?α...Π?γα αμ?σω? να κοιτ?ξω αν μου ?χει ζητηθε? να κ?νω ταυτοπο?ηση λογαριασμο? και βλ?πω πω? δεν μου ?χει ζητηθε? να κ?νω κ?τι τ?τοιο...?στειλα λοιπ?ν στην online υποστ?ριξη να δω αν συμβα?νει κ?τι και η απ?ντηση που ?λαβα ?ταν πω? η αν?ληψη μου ε?ναι σε προτεραι?τητα και πω? ε?ναι καλ? απλ?? λ?γο μεγ?λου φ?ρτου πληρωμ?ν θα χρειαστε? να κ?νω υπομον? λ?γε? μ?ρε? ακ?μα..Απ?ντησα εντ?ξει καν?να πρ?βλημα θα περιμ?νω...Μετ? απ? ακ?μα 5 μ?ρε? καθ?? κοιτο?σα κ?θε μ?ρα να δω τι συμβα?νει βλ?πω πω? μου ζητ?θηκε ταυτοπο?ηση λογαριασμο?.... Απογοητευτικ? λ?γο καθ?? ξ?ρω πω? ε?ναι μακροχρ?νια διαδικασ?α και περ?μενα ?δη 12 μ?ρε? και θεωρ? πω? θα ?πρεπε να μου ζητηθε? η ταυτοπο?ηση λ?γε? μ?ρε? μετ? που ζ?τησα την αν?ληψη...

Την επ?μενη μ?ρα το πρω? λοιπ?ν ζ?τησα ?λα αυτ? που μου ?χουν ζητηθε? για τη ταυτοπο?ηση....Μετ? απ? μερικ?? μ?ρε? ακομα βλ?πω ?χουν δεχτε? τα μισ? ?γγραφα και τα ?λλα μισ? τα απορρ?πτουν.... Κο?ταξα να δω μ?πω? ε?χα στε?λει κ?τι λ?θο? και ε?δα πω? τα ε?χα στε?λει ?λα σωστ? και δεν μπορο?σα να εξηγ?σω το λ?γο που μου τα ακ?ρωσαν...Τα ξαν? αν?βασα αμ?σω? και τα ?στειλα και με email στο support του καζ?νο για να βοηθ?σω την κατ?σταση σε περ?πτωση που ?γινε κ?ποιο μπ?ρδεμα η λ?θο?...

Σ?μερα που ανο?γω το περαστικο ?χουν περ?σει 32 μ?ρε? και ακ?μα προσπαθ? να κ?νω ταυτοπο?ηση του λογαριασμο? μου στ?λνοντα? τα ?γγραφα ξαν? και ξαν? χωρ?? να ?χω κ?ποιο βο?θεια απ? το καζ?νο για το τι ε?ναι λ?θο? και μου ακυρ?νουν τα ?γγραφα...

Δεν ξ?ρω γιατ? συμβα?νει αυτ? και δεν ξ?ρω τι ?λλο να κ?νω..

Σα? παρακαλ? αν μπορε?τε βοηθ?στε με να λυθε? το πρ?βλημα..

Σα? ευχαριστ? πολ? εκ των προτ?ρων????

Dear patatouf73,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Dear Kristina,

Thank you too for your quick response.

I understand that KYC is an important process and that it takes time for this too and I have waited so long... I have done account identification again in other casinos in some it was done quickly and in others I waited 13 days for the process to be completed. ..But here it has been 21 days since I first uploaded the documents needed and day after day they cancel them and they want me to re-upload them again and again...

The documents I was asked for and sent are:

1. front and back photo of my ID

2. invoice for confirmation of residence

3. movements of my bank account up to 3 months ago

4 photo of my debit card..

I have sent everything in pdf format..

The first time I sent them was 21 days ago and since then I have been sending them day after day again and again...

I've even emailed support to help the process along...

Note that they have accepted the first two of the four documents I wrote you above...They keep canceling my debit card photo and bank statements....

I really don't know why this is happening while what I am sending are the correct documents I don't know why they are doing this...

Αγαπητ? Kristina,

Σ?? ευχαριστ? και εγ? για τη γρ?γορη ανταπ?κριση σα?..

Κατανο? πω? το KYC πω? ε?ναι μια σημαντικ? διαδικασ?α και πω? χρει?ζεται χρ?νο και για αυτ? και ?χω περιμ?νει τ?σο πολ? καιρ?...?χω ξαν? κ?νει ταυτοπο?ηση λογαριασμο? και σε ?λλα καζ?νο σε κ?ποια ?γινε γρ?γορα και σε κ?ποια ?λλα περ?μενα 13 μ?ρε? να ολοκληρωθε? η διαδικασ?α...?μω? εδ? ?χουν περ?σει 21 μ?ρε? που αν?βασα για πρ?τη φορ? τα ?γγραφα που χρει?ζονται και μ?ρα παρ? μ?ρα μου τα ακυρ?νουν και θ?λει να τα ανεβ?σω εκ ν?ου ξαν? και ξαν?...

Τα ?γγραφα που μου ζητ?θηκαν και ?στειλα ε?ναι:

1.φωτογραφ?α τη? ταυτ?τητα? μου εμπρ?? και π?σω

2.λογαριασμο για επιβεβα?ωση κατοικ?α?

3.κινησει? του τραπεζικο? μου λογαριασμο? ?ω? 3 μ?νε? πριν

4 φωτογραφ?α τη? χρεωστικ?? μου κ?ρτα?..

?λα τα ?χω στε?λει σε μορφ? pdf..

Η πρ?τη φορ? που τα ?στειλα ?ταν πριν 21 μ?ρε? και απ? τ?τε τα στ?λνω μ?ρα παρ? μ?ρα ξαν? και ξαν?...

Τα ?χω στε?λει μ?χρι και με email στο support για να βοηθ?σω τη διαδικασ?α...

Σημει?στε ?τι ?χουν δεχτε? τα πρ?τα δ?ο απ? τα τ?σσερα ?γγραφα που σα? ?γραψα παραπ?νω...Μου ακυρ?νουν συνεχ?? τη φωτογραφ?α τη? χρεωστικ?? μου κ?ρτα? και τι? κιν?σει? του τραπεζικο? λογαριασμο?....

Πραγματικ? δεν ξ?ρω γιατ? συμβα?νει αυτ? εν? αυτ? που στ?λνω ε?ναι τα σωστ? ?γγραφα δεν ξ?ρω γιατ? το κ?νουν αυτ?...

Thank you very much for your reply, patatouf73. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Good evening Kristina

I just emailed you that I am in talks with the casino....

Thank you very much for the help

Καλησπ?ρα Kristina

Μ?λι? σου ?στειλα στο email ?τι συνομιλ?ε? ?χω με το καζ?νο....

Σε ευχαριστ? πολ? για τη βο?θεια

Thank you very much, patatouf73, for your cooperation. I will now transfer your complaint to my colleague Natalia ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi patatouf73,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Frumzi Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what was the reason for rejecting the photo of the player's debit card and the bank statement? Was it caused by a low quality of the provided documents or the wrong format?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email [email protected].

Kind regards,

Natalia

Hi Natalya

I want to let you know that in the bank account documents that they ask me and I send, there is also a transaction of the deposit with their casino... I have done identification again in other casinos and I did exactly the same process, I can't understand what is wrong here and this happens...

Also note that I have pressed cancel the withdrawal and played a bit and how much has risen to €700 in my account...

I want to be correct and clear about everything..

My best wishes

patatouf73

Γει? σου Natalia

Θ?λω να ενημερ?σω ?τι στα Στα ?γγραφα του τραπεζικο? λογαριασμο? που μου ζητ?νε και στ?λνω ε?ναι μ?σα και συναλλαγ? τη? κατ?θεση? με το καζ?νο του?...?χω ξαν? κ?νει ταυτοπο?ηση και σε ?λλα καζ?νο και ?κανα ακριβ?? την ?δια διαδικασ?α δεν μπορ? να καταλ?βω τι π?ει λ?θο? εδ? και συμβα?νει αυτ?...

Επ?ση? να σημει?σω ?τι ?χω πατ?σει ακ?ρωση τη? αν?ληψη? και ?παιξα λ?γο και το π?σο ?χει αν?βει στα 700€ στο λογαριασμ? μου...

Θ?λω να ε?μαι σωστ?? και ξεκ?θαρο? σε ?λα..

Τι? καλ?τερε? ευχ?? μου

patatouf73

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all, 

Thank you for your patience!

Please be informed that the customer's account has been verified and their withdrawals are currently being processed. We will do our best to pay out the customer's balance with the highest priority.

Best regards,

Frumzi Administration

Thank you for the updates, Frumzi Casino.

Dear patatouf73, based on the information from the casino representative, your withdrawal request can soon be processed. Please, let us know when the status of your request is updated and if you'll get the payment.

Hi Natalya

Hello frumzi casino

It is true that on the morning of 3/19 my account was verified...

But until today 3 days later I have not received any withdrawal...

So you understand that there is no higher priority in my withdrawal as promised by the main representative of the casino after such a big hassle of 2 whole months...

But let's forget that... My big question and problem that I would respectfully like the casino representative to answer is how:

2 full months of trying to contact the casino to have an agreement to help me and tell me what I'm doing wrong in the paperwork so that the process can move forward and we don't get to this point....Why hasn't this been done? by the casino ???

My best wishes

Patatouf73

Γεια σου Natalia

Γεια σου frumzi casino

?ντω? ισχ?ει πω? το πρωιν? τη? ημ?ρα? 19/3 επαληθε?τηκε ο λογαριασμ?? μου...

?μω? μ?χρι και σ?μερα 3 μ?ρε? μετ? δεν ?χω λ?βει κ?ποια αν?ληψη...

Επομ?νω? καταλαβα?νετε πω? δεν υπ?ρχει καμια υψηλ?τερη προτεραι?τητα στην αν?ληψη μου ?πω? υποσχ?θηκε ο κ?ριο? εκπρ?σωπο? του καζ?νο μετ? απ? μια τ?σο μεγ?λη ταλαιπωρ?α 2 ολ?κληρων μην?ν...

Αλλ? α? το ξεχ?σουμε αυτ?...Το μεγ?λο ερ?τημα και πρ?βλημα μου που θα ?θελα με ?λο το σεβασμ? να μου απαντ?σει ο εκπρ?σωπο? του καζ?νο ε?ναι πω?:

2 ολ?κληρου? μ?νε? που προσπαθ? να επικοινων?σω με το καζ?νο στο να υπ?ρξει μια συνενν?ηση στο να με βοηθ?σουν και να μου πουν τι κ?νω λ?θο? στα ?γγραφα ?στε να προχωρ?σει η διαδικασ?α και να μην φτ?νουμε εδ? σε αυτ? το σημε?ο....Γιατ? δεν ?γινε αυτ? απ? μερι? του καζ?νο ???

Τι? καλ?τερε? ευχ?? μου

Patatouf73

Dear patatouf73, I'm sorry you have to wait that long overall. Since your account was verified, the process should be a bit faster now but still, it can take up to 14 days until the payment is fully processed, which may be influenced by third-party payment providers. So please, keep being patient, I hope we'll get a positive outcome soon. Could you keep us informed?

Dear Natalia, good evening...

I understand the payment process and the third party providers and actors involved in such a process...

But I would like to inform you that when I went to make a withdrawal and it took me to choose the payment provider I want, I noticed that under each provider it showed how many days the process could take depending on which provider you choose....

The payment provider I chose said it would take 1 to 3 business days to complete the payment...

Of course I will be patient and wait... Anyway, I have no choice but to be patient and optimistic.!

My best wishes!

Patatouf73

Αγαπητ? Natalia καλησπ?ρα...

Κατανο? τη διαδικασ?α τη? πληρωμ?? και του? τρ?του? παρ?χου? και παρ?γοντε? που υπ?ρχουν σε μια τ?τοια διαδικασ?α...

Θα ?θελα ?μω? να σα? ενημερ?σω πω? ?ταν π?γα να κ?νω αν?ληψη και με π?γε να διαλ?ξω το π?ροχο πληρωμ?? που επιθυμ? παρατ?ρησα πω? κ?τω απ? κ?θε π?ροχο ?δειχνε π?σε? μ?ρε? μπορε? να διαρκ?σει η διαδικασ?α αναλ?γω? ποιον π?ροχο θα διαλ?ξει?....

Στο π?ροχο πληρωμ?? που δι?λεξα εγ? ?λεγε πω? θα χρειαστο?ν απ? 1 ?ω? 3 εργ?σιμε? μ?ρε? για να ολοκληρωθε? η πληρωμ?...

Εννοε?ται πω? θα κ?νω υπομον? και θα περιμ?νω...?τσι κι αλλι?? δεν ?χω και ?λλη επιλογ? απ? το να κ?νω υπομον? και να ε?μαι αισι?δοξο?.!

Τη? καλ?τερε? ευχ?? μου!

Patatouf73

I really regret choosing this casino among so many competing casinos out there...

It's been 2 months and 1 day since I made some winnings and asked to withdraw...

I went through so much hassle to verify my account and all the casino has to do after 2 months of waiting for verification as a sign that they respect and value their customers and don't want them to be unhappy was to proceed with my withdrawal immediately as he promised in the above message he sent in response...

But instead it's been 8 days since the account was successfully verified, 6 of which are working days and he still hasn't received any money...

Λυπ?μαι πραγματικ? που επ?λεξα αυτ? το καζ?νο μ?σα σε τ?σα ?λλα ανταγωνιστικ? καζ?νο που υπ?ρχουν...

?χουν περ?σει 2 μ?νε? και 1 ημ?ρα απ? ?ταν ?κανα μερικ?? ν?κε? και ζ?τησα να κ?νω αν?ληψη...

Π?ρασα τ?ση μεγ?λη ταλαιπωρ?α για την επαλ?θευση του λογαριασμο? μου και το μ?νο που ?χει να κ?νει το καζ?νο μετ? απ? 2 μ?νε? αναμον?? για την επαλ?θευση ω? ?νδειξη ?τι σ?βεται και εκτιμ? του? πελ?τε? του και πω? δεν θ?λει να μ?νουν δυσαρεστημ?νοι ηταν να προχωρ?σει ?μεσα στην αν?ληψη μου ?πω? υποσχ?θηκε και στο παραπ?νω μ?νημα που ?στειλε ω? απ?ντηση...

Αντ? αυτο? ?μω? ?χουν περ?σει 8 ημ?ρε? μετ? την επιτυχ? επαλ?θευση του λογαριασμο? απ? τι? οπο?ε? οι 6 ε?ναι εργ?σιμε? και δεν λ?βει ακ?μα χρ?ματα...

Dear Natalia

Today is 14 days after the account verification and the withdrawal I requested and I still haven't received any money....

Αγαπητ? Natalia

Σ?μερα ε?ναι 14 μ?ρα μετ? την επαλ?θευση του λογαριασμο? και τη? αν?ληψη που ?χω ζητ?σει και δεν ?χω λ?βει ακ?μα χρ?ματα....

Dear Natalia

I want to inform that I finally received the money of my first withdrawal..

I have requested a second one and expect to let you know as soon as it is completed as well

My best wishes

Patatouf73

Αγαπητ? Natalia

Θ?λω να ενημερ?σω πω? τελικ? ?λαβα τα χρ?ματα τη? πρ?τη? μου αν?ληψη?..

?χω ζητ?σει και μια δε?τερη και αναμ?νω θα σα? ενημερ?σω μ?λι? ολοκληρωθε? και αυτ?

Τι? καλ?τερε? ευχ?? μου

Patatouf73

Thank you for these updates, patatouf73. Could you please specify how much have you received and what amount is to be processed for the second withdrawal?

I received €500 and have requested a withdrawal but €180

?λαβα 500€ και ?χω ζητ?σει αν?ληψη αλλ? 180€

Dear Natalia

I just received the second withdrawal I requested...

All is well at last...

Thank you very much for your help, I really appreciate it??????

My best wishes

Regards, patatouf73

Αγαπητ? Natalia

Μ?λι? ?λαβα και τη δε?τερη αν?ληψη που ε?χα ζητ?σει...

?λα καλ? επιτ?λου?...

Σα? ευχαριστ? π?ρα πολ? για την βο?θεια σα? την εκτιμ? αφ?νταστα??????

Τι? καλ?τερε? ευχ?? μου

Με εκτ?μηση patatouf73

Dear patatouf73,

Thank you for the updates, that's great news! I'm glad to hear that your issue has been finally resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

www.kpvfaw.com