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

I am a fully verified player and have already received multiple payouts from Frumzi without any problems.

Recently, however, I won €25,000. At that time, my account was at VIP level 4, which, according to the display, allows €1,000 per withdrawal and a monthly limit of €15,000.

Immediately after my withdrawal request, my account was downgraded to VIP level 3 (limit €800 per withdrawal / €12,000 per month) and two days later even to VIP level 1 (limit €500 per withdrawal / €7,000 per month).

This means that even if there are no further delays, it would take me at least three months to receive my full winnings.

According to Frumzi's own terms and conditions, the VIP level depends on the activity of the last 90 days.

I was active throughout this period.

The downgrade only occurred after my big win – for me, a clear indication of an artificial delay and an unfair restriction of my rightful payout.

Additionally, I received an email from Frumzi support stating that I need to be "more active" to increase my VIP level again.

In plain terms, this means that I should play more or deposit more money to improve or speed up my withdrawal options –

I consider this approach ethically questionable and incompatible with responsible gambling.

Ich bin ein vollständig verifizierter Spieler und habe von Frumzi bereits mehrfach Auszahlungen ohne Probleme erhalten.

Kürzlich habe ich jedoch €25 000 gewonnen. Zu diesem Zeitpunkt befand sich mein Konto auf VIP-Level 4, bei dem laut Anzeige €1 000 pro Auszahlung und ein monatliches Limit von €15 000 erlaubt sind.

Unmittelbar nach meiner Auszahlungsanforderung wurde mein Konto auf VIP-Level 3 herabgestuft (Limit €800 pro Auszahlung / €12 000 pro Monat) und zwei Tage später sogar auf VIP-Level 1 (Limit €500 pro Auszahlung / €7 000 pro Monat).

Das bedeutet, dass ich – selbst wenn es keine weiteren Verzögerungen gibt – mindestens drei Monate benötigen würde, um meinen Gewinn vollständig zu erhalten.

Laut den eigenen Bedingungen von Frumzi hängt das VIP-Level von der Aktivität der letzten 90 Tage ab.

Ich war in diesem Zeitraum durchgehend aktiv.

Die Herabstufung erfolgte also erst nach meinem großen Gewinn – für mich ein klarer Hinweis auf eine künstliche Verzögerung und eine unfaire Einschränkung meiner rechtmäßigen Auszahlung.

Zusätzlich habe ich vom Frumzi-Support eine E-Mail erhalten, in der steht, dass ich „aktiver sein" müsse, um mein VIP-Level wieder zu erhöhen.

Das bedeutet im Klartext, dass ich mehr spielen oder mehr Geld einzahlen soll, um meine Auszahlungsmöglichkeiten zu verbessern oder zu beschleunigen –

ein Vorgehen, das ich für ethisch fragwürdig und nicht mit verantwortungsbewusstem Glücksspiel vereinbar halte.

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Dear bolero111,

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

Dear bolero111,

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.

Dear bolero111,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru