Frumzi Casino - O jogador acredita que o seu pagamento foi atrasado.

On 26/10 I requested a withdrawal of €300 using real money deposits.

As of 3/11, after 6 business days, the withdrawal has still not been approved.

They are violating their own terms and conditions.

They use the usual excuses about delays and when I ask what they intend to do they say they have urged the department, they have been telling me for days and that we are in the final stages.

I didn't have to enter KYC because the dedicated section tells me it's not necessary and I wasn't asked for any further documents.

Ho richiesto in data 26/10 un prelievo di €300 effettuato giocando soldi veri depositati.

Al 3/11 dopo 6 giorni lavorativi il prelievo non è stato ancora approvato.

Stanno violando i propri termini e condizioni.

Usano solite scuse su ritardi e quando chiedo cosa intendono fare dicono di aver sollecitato il dipartimento, me lo dicono da giorni e che siamo nelle fasi finali.

Non ho dovuto inserire KYC perché nella sezione dedicata mi dice che non è necessario e non mi sono stato richiesti ulteriori documenti.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear caoticcrawfish77,

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

I am not expected to upload documentation.

"Your account does not currently require verification."

Their terms for approving the withdrawal are clear. They're violating them.

Non è previsto che io carichi documentazione.

"Al momento il tuo account non richiede verifica"

I loro termini per approvare il prelievo sono chiari. Li stanno violando.

They just disabled my chat support for no reason, I assume because of too many reminders.

I think I'm right since they are violating their own terms.

Mi hanno appena disattivato l'assistenza via chat senza motivazione, suppongo per i troppi solleciti.

Credo di essere io nel giusto visto che stanno violando i loro stessi termini.

Frumzi Casino

Safety index:

Very high

How do you provide high levels of security for a site that violates its own terms?

To a site that uses fake operators?

Which after 8 days didn't even approve the withdrawal.

Hurry up!

This is absolutely crazy!

Frumzi Casino

Indice di sicurezza:

Molto alto

Come fate a dare sicurezza molto alto ad un sito che viola i suoi stessi termini?

Ad un sito che usa operatori non reali?

Che dopo 8 giorni non ha nemmeno approvato il prelievo.

Sollecitate!

È assolutamente fuori di testa come cosa!

After yet another reminder this morning, I received the payment.

Thanks to casinoguru for the lack of support.

I strongly advise anyone reading this against playing at this casino.

Dopo l'ennesimo sollecito di questa mattina ho ricevuto il pagamento.

Grazie a casinoguru per il mancato supporto.

Sconsiglio vivamente a chi legge di giocare su questo casinò.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear caoticcrawfish77,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila