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

Dear Casino Guru Team,

I politely request your assistance in resolving my case and processing the payment of my winnings.

I play at the online casino Frumsi and won €5,000. According to the casino's information, I can withdraw three amounts within 24 hours. Accordingly, I requested a withdrawal of €500 each on November 22nd, 23rd, and 24th.

However, not a single payment has been processed – all remain in "Processing" status.

In the live chat, I'm told every time that they can't tell me when I'll receive my money. Verification was never requested; I was repeatedly assured that there's no problem on my end and that the delays are only due to a large backlog of withdrawals. I've been getting the same standard answer for days.

Additionally, I have already sent an email to the MGA, but I have not yet received a response.

I urgently request your assistance in this matter, as the casino, despite adhering to all rules, offers no transparency and is delaying my payouts without justification.

Please see the attached screenshots.

Thank you in advance for your support.

Sehr geehrtes Casino-Guru-Team,

ich bitte Sie höflich um Unterstützung bei der Klärung meines Falls und der Auszahlung meines Gewinns.

Ich spiele beim Online-Casino Frumsi und habe 5.000 € gewonnen. Laut den Informationen des Casinos darf ich innerhalb von 24 Stunden drei Beträge auszahlen. Entsprechend habe ich am 22.11., 23.11. und 24.11. jeweils 500 € zur Auszahlung beantragt.

Allerdings wurde keine einzige Auszahlung bearbeitet – alle stehen weiterhin im Status „Bearbeitung".

Im Live-Chat wird mir jedes Mal gesagt, dass sie mir nicht sagen können, wann ich mein Geld erhalte. Eine Verifizierung wurde nie verlangt; mir wurde mehrfach bestätigt, dass auf meiner Seite kein Problem besteht und dass nur aufgrund eines großen Auszahlungsrückstaus Verzögerungen entstehen. Seit Tagen bekomme ich dieselbe Standardantwort.

Zusätzlich habe ich bereits eine E-Mail an die MGA geschickt, allerdings habe ich bisher keine Rückmeldung erhalten.

Ich bitte Sie dringend um Hilfe in diesem Fall, da das Casino trotz Einhaltung aller Regeln keine Transparenz bietet und meine Auszahlungen unbegründet verzögert.

Bitte sehen Sie sich die beigefügten Screenshots an.

Vielen Dank im Voraus für Ihre Unterstützung.

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Dear Kristi25,

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

My account isn't verified, and I've asked many times in the chat to have it verified, but they keep telling me I don't need it. This is what my account looks like. I'm also planning to go to the police tomorrow and file a complaint against the casino. Do you think that will help the case?

Mein Konto ist nicht verifiziert und ich habe im Chat viele Male gefragt, dass ich die Verifizierung des Kontos möchte, aber sie sagen mir, dass ich sie nicht brauche, und so sieht mein Konto aus. Außerdem plane ich morgen zur Polizei zu gehen und eine Anzeige gegen das Casino zu erstatten. Meinst du, das wird den Prozess unterstützen?

Here are the screenshots from when I asked for verification, and the standardized text they have been sending me since November 22nd.

Hier sind die Screenshots, als ich nach der Verifizierung gefragt habe, und der standardisierte Text, den sie mir seit dem 22. November schicken

Dear Kristi25,

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.

Hello, thank you for your feedback. The €1500 was transferred to me exactly two weeks later. I have now transferred another 3 x €500 according to the limit rules and am waiting again. Therefore, I think it's better to wait for now, and if the second part isn't transferred, I will then need your help.

Thank you.

Hallo, danke für deine Rückmeldung. Die 1500 € wurden mir genau nach zwei Wochen überwiesen. Jetzt habe ich erneut 3×500 € gemäß den Limit-Regeln überwiesen und warte wieder. Deshalb denke ich, dass es im Moment besser ist, abzuwarten, und falls der zweite Teil nicht überwiesen wird, werde ich dann deine Hilfe brauchen.

Vielen Dank.

Dear Kristi25, thank you for our response.

Do you have any updates for us in regards to your latest withdrawals?

Is there still no further verification required by the casino?

Thank you in advance for your reply.

Best regards,

Attila G.

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

Dear Kristi25,

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