Frumzi Casino - O pagamento do jogador foi atrasado.

My withdrawal requests haven't progressed to the next stage for days. It's always under review. I've had experience of frumzi taking a long time, and it took me over a month to withdraw 1000 euros.

Faz dias que os meus pedidos de levantamento não avança para a seguinte etapa . Encontra se sempre sobre revisão. Por uma experiência antiga que a frumzi demorau imenso, que estive mais de 1 mês para levantar 1000 euros

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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.

Everything is the same, I haven't received anything and the order is still under review.

Está tudo igual, não recebi nada e o pedido continua sob revisão.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Yes, I have.

It always says "request under review".

no bonus.

What they tell me is that the request is already being processed, as attached in this printout

Sim já.

Aparece sempre "pedido sob revisão".

sem bónus.

O que eles me dizem é que o pedido já está a ser processado, como em anexo neste print

With news. They've asked for verification of my account, I've lost my documents, but I have a government-issued document to replace my ID card. They won't accept it. And this is what they're asking to verify, as attached. "Or any other identity document issued by the government."

I sent a document with all my information, issued by the government. Only instead of being on card, it's on paper. They also asked for a real-time selfie, which I sent. And they say they won't accept it.

Com novidades. Pediram verificação na minha conta, perdi os meus documentos, mas tenho um documento emitido pelo governo, em substituição ao meu bilhete de identidade. Não aceitam. E isto é o que pedem para verificar, como em anexo. "Ou qualquer outro documento de identidade emitido pelo governo."

Mandei um documento com toda a minha informação, emitido pelo governo. Só que em vez de ser em cartão, está em papel. Além disso ainda pediram uma selfie em tempo real, mandei. E dao em resposta que não aceitam.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Frumzi Casino representative to join this conversation.

Dear Frumzi Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

good afternoon.

in the meantime my withdrawals have been canceled.

I've already contacted frumzi by email, sent them the same ID document and my residence permit.

No reply yet.

boa tarde.

entretanto cancelaram os meus levantamentos.

Ja entrei em contacto pelo email com a frumzi, mandei o mesmo documento de identificação e ainda a autorização de residência.

sem resposta ainda.

Dear all,

Please be informer that your withdrawals would remain on hold until the verification process is complete. Furthermore, we would like to confirm that the relevant documentation we are soliciting at this time is a valid form of Identification which is not expired, it can be an ID, passport or driver's license and a selfie.

We hope this has helped clarify the matter for you.

Best regards,

Frumzi Casino Team.

The identification document I sent is valid and ISSUED by the government, just as you ask for on your website. And you didn't accept it.

As I mentioned before, I also sent an email, with the document again, and also a residence permit, which you also ask for on the website, instead of the ID document. I've sent both and I'm still waiting for a reply.

O documento de identificação que enviei é válido e EMITIDO pelo governo, tal como vocês pedem no vosso site. E vocês não aceitaram.

Como referi anteriormente, também enviei um email, com o documento novamente, e ainda uma autorização de residência, que também pedem no site, ao invés do documento de identificação. Enviei os 2. Continuo aguardando uma resposta.

Dear player,

Could you please confirm, if you also supplied the casino with the requested selfie?

Furthermore, if you believe, your submitted form of identification is meeting the casino's criteria feel free to send them to miroslava.d@casino.guru for review.

Dear Joaoramos16,

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,
Mirka
Casino.Guru