Frumzi Casino - La retirada del jugador se retrasa significativamente.

Their official term on their site says 3-5 working days to receive our money, but it's not true, they hinder their own settlement, they come up with fake arguments not to pay. I've been waiting for my money for a month now, but every week I contact them, they take out arguments like: here your withdrawal has arrived in the final phase and very soon you will receive your money. But it's just lies to get rid of. They opened this casino to steal, excuse me, they give me this impression, because I read the comments of the other players and most players complain that this casino does not pay us even after several months!!!

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

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,

Kristina

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.

Hi Kristina,

Thank you so much for your help!

Response to your questions:

1-Non

2-The message on their site indicates that we do not need KYC to request a cash out

4- Yes

Thank you for your reply, Pppmmm. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Kristina,

Thank you for your response.

I attach the screenshot of my withdrawal and the status as you see it is still pending.

For communications between Casino Frumzi and me, I will transfer you the email exchanges with their finance department, it is their customer service that gave me this email address.

Just ignore the latest exchanges concerning text messages.

Hi Kristina,

I just received my money in full. Thank you very much for your help, it is very much appreciated! 🙏🏻🙏🏻🙏🏻

Hello,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru