Frumzi Casino - El reintegro del jugador se ha retrasado.

Good evening,

I hereby inform you that I am very disappointed with this casino (FRUMZI), I requested a withdrawal of 500€ that lasted 1 week and 5 days and nothing happened, I withdrew the deposit and played in the casino, I won another 500€ in total I got 1000€ I requested a withdrawal of the first 500€ on 02-10-2025 by Bank Transfer, the second withdrawal I requested was on 04-10-2025 by Visa.

I know it's still too early to have the money in the account, but as the last deposit didn't go through I had to send this complaint.

I've been a casino player for many years, I've lost a lot and won a lot, but I've never had a problem like this.

In the meantime, I've spoken to the live chat and they always say the same thing, they don't help at all, they don't solve anything, they just make you anxious and upset, because they're not transferring money that belongs to you.

I think they should do something serious, a person has money sitting there that in some cases they need to use because they've won it and they don't make it any easier.

I'm asking you to help me so I don't have to wait too long.

Boa noite,

Venho por este meio informar que estou muito desapontado com este casino (FRUMZI), pedi um levantamento de 500€ que durou 1semana e 5 dias e nada aconteceu, retirei o deposito e joguei no casino, ganhei mais 500€ no total fiquei com 1000€ pedi um levantamento dos primeiros 500€ no dia 02-10-2025 por Transferencia Bancaria, o segundo levantamento que pedi foi dia 04-10-2025 por Visa.

Eu sei que ainda é cedo para ter o dinheiro em conta, mas como o ultimo deposito não entrou tive que mandar esta reclamação.

Já sou jogador de casino á muitos anos, já perdi já ganhei muito, mas nunca tive um problema destes.

Entretanto falei com o chat ao vivo e eles dizem sempre a mesma coisa nao ajudam em nada nao resolvem nada, só deixam uma pessoa ansiosa e chateada, porque não estão a transferir um valor que é nosso.

Eu acho que deviam fazer alguma coisa a serio, uma pessoa tem lá o dinheiro parado que alguns casos precisa de usar já que ganhou e eles não facilitam nada.

Peço que me ajudem para não ficar muito tempo á espera.

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

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.

Good morning

I have a complaint in progress but one amount has already been paid the other amount is missing which today is already 3 working days and still nothing I send here photo for you to see

Bom dia

tenho uma reclamação em andamento mas um valor já foi pago falta o outro valor que hoje já faz 3 dias úteis e ainda nada mando aqui foto para verem

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

Dear Jogoswin,

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,

Dominika