Frumzi Casino - O jogador ainda não recebeu os seus prémios.

I am filing this complaint against Frumzi Casino regarding a withdrawal request of €300 made on April 18th.

My account is fully verified (KYC completed), and I have successfully received payments in the past within 4 days. However, this current withdrawal has been 'Under Review' for 8 days now.

Despite contacting Live Support multiple times, I only receive generic responses about 'financial department delays' without any specific timeframe. Since the casino's official processing time is 1-3 business days, they have clearly exceeded their own terms.

I have not cancelled the withdrawal, and I am not interested in any bonuses. I simply request the immediate approval of my funds.

Thank you for your assistance."

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Dear kwstask-22,

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

UPDATE: I have officially filed a formal complaint with the Malta Gaming Authority (MGA) and contacted Soft2Bet's Compliance department regarding this 10-day delay. I am waiting for the casino to fulfill its obligation immediately."

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

Dear kwstask-22,

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,

Karla