Frumzi Casino - El retiro de la cuenta del jugador está retrasado.

I have been part of this casino for over a year. I was lucky and have been winning and withdrawing more lately. I had two wait two weeks for my withdrawal limit to end in order to withdraw again. All of a sudden I was asked to verify my identity by submitting documents on the day my withdrawal limit ended. I have tried to submit credit card photos as required but the website logs me out as soon as I hit submit. I have tried multiple browsers and multiple devices and the same thing happens. This website has been nothing but trouble. They go to every length for you to not be able to withdrawal. I am writing a complaint to get this sorted out ASAP so that I can start withdrawing again. I have emailed this website a photo my credit card because that's all I could think to do. I would like this information processed ASAP and would like this casino to stop being criminal and doing everything in there power to inhibit players from withdrawing. I am very upset.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which identity documents were you requested to submit for the KYC verification at this casino?
• Have you tried clearing your cache and cookies or deleting your browser history to check whether the log-out issue persists?
• When exactly did you send the photos of your credit card to the casino via email?
• Have you explained the verification issue to the casino’s customer support, either via live chat or email? If so, what response did you receive from them?

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

Best regards

Veronika

Hi Veronika,

Thank you for the response.

I was requested to submit proof of address, a bank statement and credit card photos. The issue happened when submitting the credit card photos. I ended up emailing support the requested photos and am now waiting for my verification to be complete.

I talked to support many times and attempted to do everything they suggested (clear cache ect..)

I received an email today saying that frumzi has recieved my document and that once checks are completed 'I might be able to resubmit a withdrawal request'. I better be able to resubmit a withdrawal request and get my money. I am so frustrated with everything this website has made me go through.

Again thanks so much for reaching out and trying to help. I will keep you updated regarding the verification procedure and what comes out of it. From my experience with Frumzi, it will take two weeks to complete.

Michael.

Thank you for your response. Have you received any updates regarding the verification of your account in the meantime?

Additionally, to proceed with the investigation, please forward any communication between you and the casino’s customer support related to your account verification to veronika.f@casino.guru.

Thank you for your cooperation, and I look forward to your reply.

Dear MichaelZ,

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,
Veronika
Casino.Guru