Frumzi Casino - O levantamento dos prémios dos jogadores está atrasado.

"I deposited $1,500 CAD via Interac e-Transfer and my current account value is 31,150 CAD I currently have 3 pending withdrawal requests totalling $3,150 CAD and an active balance of approximately $28,000 CAD which I would like to start withdrawing.

My concerns are as follows:

1. I have proactively requested KYC verification multiple times and have been told it is ‘not needed at this time.’ I am concerned this will be used as a delay tactic when larger withdrawals are requested.

2. I have three pending withdrawal requests submitted on March 25, March 26, and March 27, 2026, with no movement and no clear processing timeline provided.

3. I sent a formal email to support@frumzi.com on March 27, 2026 requesting KYC initiation and withdrawal confirmation and am awaiting a satisfactory response.

I am an Alberta, Canada based player. I took no bonuses and have a clear deposit trail via Interac e-Transfer. I am requesting Casino Guru’s assistance in ensuring my withdrawals are processed in a timely manner and that KYC verification is initiated promptly."

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 Monkeyman2019,

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 Monkeyman2019,

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 Monkeyman2019,

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,
Karla
Casino.Guru