Frumzi Casino - El jugador cree que el reintegro se ha retrasado.

Hello, I've had a withdrawal request here for a week and nothing has happened for the last 5 days. They say the finance department is currently processing it.

I'm not even verified yet. When I asked, I was told it would be requested. But absolutely nothing happened. It's all about losing your money again. Not even starting KYC in a week is absurd.

Hallo ich habe seid 1 wocher hier einen auszahlungsantrag und es ist rein gar nix passiert seid 5 tragen heisst es ..Die finanzabteilung bearbeitet es grad.

Ich bin noch nicht mal verifiziertz auf anfrage hiess es wird dann angefordert.Aber rein gar nix passiert.Alles drauf aus Das man sein geld wieder verspielt.In 1 woche noch nicht mal kyc zu starten ist ein unding.

Dear kokatroll,

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


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.

But my withdrawal request is now 2 weeks old and I haven't even been allowed to start the KYC or at least submit documents for the KYC. Nothing is happening with the processing of the withdrawal in my hopes. I'm canceling it: the terms and conditions say it takes 3 days to process, when the money will arrive is another matter, I know that, but they're not processing anything. They haven't even started the KYC despite repeated requests.

Aber meine Auszahlungsanfrage is nun 2 wochen alt und ich durfte noch nicht einmal das kyc starten oder wenigstens dokumente einreichen für das kyc..Es passiert gar nix in der bearbeitung der Auszahlung in der Hoffnung .Ich breche sie AB:In den AGB steht 3 Tage Bearbeitung ,wann das geld dabb abkommt is ne andere sache ,das ist m mir klar,Aber die bearbeiten ja gar nix.Noch nicht mal kyc angefangen trotz merfacher bitte drun.

No change to this day.

support always says the same thing.is in progress..lol

In my opinion, the casino is just waiting for me to cancel the withdrawal and lose the money.

I haven't even received an email from the finance department regarding KYC. Nothing IS has happened so far. But they send me deposit emails every day. I've never experienced anything like this before. It was better in the worst casinos.

Bis zum heutigen Tag keine änderung.

support sagt immer das gleiche.is in Bearbeitung..lol

das Casino wartet meiner Meinung nur darauf daß ich die Auszahlung abbreche und das Geld doch noch verspiel.

Nicht Mal ne E-Mail aus der Finanzabteilung zwecks kyc bekommen.nix IS passiert bisher.aber jeden Tag schön Einzahlungsemails schicken se mir.so etwas hab ich noch nie erlebt in den schlechtesten Casinos war es besser

Dear kokatroll,

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, unfortunately, nothing has happened yet. The casino hasn't started processing the withdrawal yet and hasn't requested a KYC yet. So far, absolutely nothing has happened in terms of processing, unfortunately.

I can cancel the payout in my profile at any time, which is what the casino is aiming for in my opinion.

Hallo leider immer noch nix passiert, das casino hat werer mit der Bearbeitung der Auszahlung begonnen und auch kein kyc angefordert bis jetzt. Bisher rein gar nix passiert in sachen bearbeitung leider

Ich kann jederzteit die Auszahlung im profil stornieren worauf es das casino auch anlegt meiner Meinung nach.

and still nothing has happened regarding the processing of the payout,

und immer noch nix passiert in Sachen Beareitung der Auszahlung ,

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

Have you made any successful withdrawals before?

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

Have you asked the casino directly if they need anything from you regarding the verification process?

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.

Have you ever made successful withdrawals? NO

Have you accumulated your winnings with or without an active bonus?

WITHOUT BONUS

Have you asked the casino directly if it needs anything from you in connection with the verification process?

yes about 50 times...see chat protocol e.g.^^

Haben Sie schon einmal erfolgreiche Abhebungen vorgenommen? NEIN

Haben Sie Ihre Gewinne mit oder ohne aktiven Bonus angesammelt?

OHNE BONUS

Haben Sie das Casino direkt gefragt, ob es im Zusammenhang mit dem Verifizierungsprozess etwas von Ihnen benötigt?

ja ca 50mal...siehe chat protokoll zb^^

Dear player, could I kindly ask if you have already submitted a new withdrawal request following the cancellation of your previous one?

If yes, is the new request currently pending?

Would you please be so kind as to share a screenshot of your withdrawal section?

Yes, of course, I immediately submitted a new withdrawal request. According to the casino, this should have been completed on July 2nd. According to the casino, it should be in my account within 3 business days.

.I HAVEN'T RECEIVED ANY MONEY TODAY.

Bank statements given to the casino as proof.

Nothing has happened so far...it's a disgrace.

Ja ich habe natürlich sofort einen neuen Auszahlungsantrag gemacht.Dieser soll laut Casino am 2.7 abgeschlossen worden sein.laut Casino 3 Werktage Max auf meinem Konto.

.ICH HABE BIS HEUTE KEIN GELD BEKOMMEN.

Kontoauszüge zum Nachweis dem Casino gegeben.

Bisher nix passiert..eine Frechheit is das.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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 kokatroll,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Frumzi Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear all,

We apologize for the inconvenience.

Please note that your request has been forwarded to the relevant team, and they are currently working on it. We will keep you informed as soon as we receive an update or clarification.

Thank you for your understanding and patience.

Kind regards,

Frumzi Team

Dear all,

We hope this message finds you well.

We would like to inform you that we have contacted the player via email requesting the necessary payment details in order to proceed with the withdrawal.

kokatroll , please answer back as soon as possible.

Once we receive the required information from the player, we will promptly process the payout.

We appreciate your understanding and cooperation.

Kind regards,

Frumzi Team

And frumzi. I've already unsubscribed from your shitty newsletter three times.

SO STOP ASKING ME EVERY DAY TO GAMBLE MY MONEY.

You won't get a cent...ever again...

Und frumzi. ich habe euren scheiss Newsletter schon 3 mal abbestellt.

ALSO HÖRT AUF MICH JEDEN TAG AUFZUFORDERN MEIN GELD ZU VERSPIELEN.

Ihr bekommt nicht 1 Cent...nie wieder...

And still nothing has happened...

Money in my account. I can't make a withdrawal, and frumzi can only tell lies...but doesn't trade at all...

I'm slowly getting a hate cap...and will hand this over to my lawyer today.

They haven't done anything except talk nonsense and make empty promises for 6 weeks now...

What a scam casino....

Und immer noch rein gar nix passiert ...

Geld im Account .ich kann keine Auszahlung machen und frumzi kann nur lügen erzählen...aber handelt überhaupt nicht...

So langsam Krieg ich ne hasskappe...und übergebe das heute meinem Anwalt..

Die machen doch eh nix außer Mist reden und leere Versprechungen seid 6 Wochen ihr ............

Was für ein scam Casino....

Dear kokatroll,

I completely understand your frustration, and your concerns are valid.

Dear Frumzi Team,

Could you please clarify why the player is required to wager the returned funds in order to proceed with a withdrawal? We would appreciate a prompt explanation so we can better understand the situation and assist the player accordingly.

Thank you in advance for your cooperation.

Dear all,

We appreciate your patience.

Please note that the withdrawal requests have been successfully processed on our end on 16.07.2025.

Thank you for understanding in this matter.

King regards,

Frumzi team

Dear kokatroll

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Dear kokatroll,

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,
Martina
Casino.Guru