Frumzi Casino - El retiro del jugador está retrasado y bajo verificación.

Hello everyone,

I would like to know if anyone has experienced delays like me in withdrawing money from this Frumzi online casino site.

I won €3000.

The site allows a maximum of 3 withdrawals at a time and so far so good.

so I made 3 withdrawals of €500.

dated 08.18.2025.

Today, 04.09.2025, it is still under verification and I have not received anything.

I have contacted customer support many times and they apologize, telling me not to worry and that my request will be processed soon because there are delays due to high demand.

The profile appears unverified but at the same time it tells me that verification is not required and therefore I cannot upload any documents anywhere, furthermore I explicitly asked customer support if this verification was necessary and they said no.

I have screenshots of all conversations and I also have email correspondence.

Has anyone had similar experiences? Can I just sit back and wait, or should I be worried?

Thank you

Salve a tutti,

vorrei sapere se qualcuno ha avuto ritardi come me per il prelievo su questo sito Frumzi di casino online.

ho effettuato una vincita di € 3000.

il sito permette max 3 prelievi alla volta e fin qui tutto ok.

quindi ho effettuato n. 3 prelievi da 500€.

in data 18.08.2025.

oggi in data odierna 04.09.2025 risulta ancora in verifica e non ho ricevuto nulla.

contattato molte volte il supporto clienti i quali si scusano dicendomi di stare tranquillo e che la mia richiesta verrà a breve perche ci sono ritardi a causa dell alta richiesta.

il profilo risulta non verificato ma allo stesso tempo mi dice che la verifica non é richiesta e non posso caricare quindi nessun documento da nessuna parte, inoltre ho chiesto esplicitamente al supporto cliente se era necessario questa verifica e mi han detto di no.

ho effettuato screenshot di tutte le conversazioni e ho anche corrispondenza via mail.

qualcuno ha esperienze simili? Posso stare sereno e solo aspettare o devo preoccuparmi?

grazie

Dear Lorenzz, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Frumzi Casino. 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? 
• Have you accumulated your winnings with or without an active bonus? 

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. 

Best regards, 

Katarina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Thanks Caterina for the feedback.

At that time:

Yes, I have already made a withdrawal in the past with a positive outcome.

I have never sent any documents for KYC verification, in the dedicated area it says that it does not require verification, and I have no way to send documents.

Initially with an active bonus, but I successfully rolled over (x40!), in fact the amount was previously in "bonus money" and now in "real money". In fact, it allowed me to request a withdrawal.

Thanks in advance

Grazie Caterina per il riscontro.

Allora:

Si, ho gia effettuato prelievo in passato con esito positivo

Non ho mai inviato nessun documento per la verifica KYC, nell area dedicata segnala che non richiede verifica, e non ho possibilità di inviare documento.

Inizialmente con bonus attivo, ma ho effettuato correttamente rollover (x40!), infatti l importo prima era su "soldi bonus" e ora su "soldi reali". Infatti mi ha permesso di richiedere il prelievo.

Grazie in anticipo

Dear Lorenzz,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Lorenzz,

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,
Katarina
Casino.Guru