Frumzi Casino - Los retiros de los jugadores se han retrasado y cancelado.

Good evening, I'm writing because I've been waiting for a few days to receive the money from the withdrawals I requested, which I won at Frumzi Casino. The first three withdrawals of €500 each, requested on 12/23/2024, were mysteriously canceled after many days of waiting, and I was told it was me who canceled them. But why would I do that? Anyway, I requested another 3 withdrawals in the following days and still haven't received anything. Can you please help me expedite this? It's a significant amount of money, and I don't want to lose it. Thank you.

Buonasera, scrivo in quanto sono in attesa da un po' di giorni di ricevere i soldi dei prelievi Richiesti, da me vinti al casinò Frumzi. I primi 3 prelievi da 500€ richiesti il 23/12/2024 sono stati misteriosamente annullati dopo tanti giorni di attesa e mi è stato detto di essere stato io, ma perché avrei dovuto? Ad ogni modo ne ho richiesti altri 3 i giorni seguenti ed ancora non ricevo nulla. Potete darmi una mano per sollecitare? I soldi sono tanti e non vorrei perderli. Grazie

Dear mihaj14,

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 or if your withdrawal requests get canceled before this period elapses, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Good morning, as I feared the casino in addition to not having confirmed the withdrawals yet, has not paid me yet. Today is exactly two weeks, 14 days that I've been waiting! Can you help me? Thank you very much

Buongiorno, come temevo il casinò oltre a non aver ancora confermato i prelievi, non mi ha ancora pagato. Oggi sono esattamente due settimane, 14 giorni che aspetto! Potete aiutarmi voi? Vi ringrazio molto

Good morning Veronika, can you help me with Frumzi? Unfortunately I have not received anything yet. Thank you very much

Buongiorno Veronika, puoi aiutarmi con Frumzi? Purtroppo non ho ancora ricevuto nulla. Grazie mille

Have you made any successful withdrawals from this casino before?

Could you please specify if you passed the full KYC verification?

Did you accumulate your winnings with or without a bonus?

When was the last time you communicated with the casino regarding the delay in paying out your winnings?

Good morning, I made a single withdrawal of about €80

As for verification, they say it is not required at the moment.

I have accumulated winnings WITHOUT BONUS

This morning I asked the casino for information and they tell me that I have to be patient, but it seems excessive to me given that 15 days have passed and I have not received any of the 3 withdrawals requested. I ask you to intervene please and help me resolve otherwise I don't think I will ever see my money

Thank you

Buongiorno, ho effettuato un solo prelievo di circa 80€

Per quanto riguarda la verifica dicono che al momento non è richiesta.

Ho accumulato le vincite SENZA BONUS

Questa mattina ho chiesto informazioni al casinò e mi dicono che devo avere pazienza, ma mi pare eccessivo dato che sono passati ben 15 giorni e non ho ricevuto nessuna dei 3 prelievi richiesti. Vi chiedo di intervenire per favore ed aiutarmi a risolvere altrimenti non penso vedrò mai i miei soldi

Grazie

Thank you very much, mihaj14, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello mihaj14, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payouts. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Frumzi Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal requests are being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.

Thank you for your patience and cooperation in advance.

Hi Matej, thank you very much. I am anxiously awaiting a response from Frumzi, as I have not received anything yet. Thank you very much

Ciao Matej, ti ringrazio molto. Aspetto con ansia una risposta da Frumzi, in quanto ancora oggi non ho ricevuto nulla. Grazie mille

Hi Matej, as we can see Frumzi Casino is not responding and I have not received anything yet.

Ciao Matej, come possiamo notare il Casinò Frumzi non risponde e io non ho ancora ricevuto nulla.

Hi, I received two of the requested withdrawals, the third Requested only one day later no, but I ask you please not to close the claim because there is still a lot of money that I have to receive and I would like to be sure with your help to receive everything. Thank you very much

Ciao, ho ricevuto due dei prelievi richiesti, il terzo Richiesto un solo giorno dopo no, vi chiedo però per favore di non chiudere il reclamo perché ci sono ancora tanti soldi che devo ricevere e vorrei essere sicura con il vostro aiuto di ricevere tutto. Grazie mille

Hello mihaj14, this is wonderful news! :)

Can you please clarify which two payments have been processed, and which are still showing as pending? Ideally alongside the dates when the requests have been made.

Thank you.

Dear mihaj14 ,

Please be informed that we are checking with relevant department regarding your withdrawals and would get back to you as soon as we get any news from them.

Best Regards

Frumzi Team

Thank you Frumzi Casino for your reply and cooperation.

Please, keep us informed regarding this case, and when there is any further development.

Hi Matej,

The withdrawals I requested on 01/01/2025 and 02/01/2025 have been processed

However, the withdrawal I requested on 01/03/2025 was not processed.

I also requested two additional withdrawals, one on 01/19/2025 and one on 01/20/2025

I hope I don't have to wait this long again!

Thanks for your help and I look forward to hearing from you as to why these delays from Frumzi

Ciao Matej,

Sono stati elaborati i prelievi che ho richiesto giorno 1/01/2025 e 2/01/2025

Non è stato invece elaborato il prelievo che ho richiesto giorno 3/01/2025

Ho inoltre fatto richiesta di ulteriori due prelievi uno giorno 19/01/2025 e uno 20/01/2025

Spero di non dover aspettare di nuovo così tanto!

Grazie per l'aiuto ed attendo un gentile riscontro del come mai questi ritardi da Frumzi

Hi, I also received a third payment, the one requested on 01/03/2025

Now I'm waiting for the other 3 requested starting from 01/23

Please don't close my case though, I still have a lot of money to receive and I would like to be calm with your help until the end. Thank you

Ciao, ho ricevuto anche un terzo pagamento, quello richiesto il 3/01/2025

Ora aspetto gli altri 3 richiesti a partire da giorno 23/01

Per favore però non chiudete il mio caso i soldi che devo ricevere sono ancora tanti e vorrei stare tranquilla con il vostro aiuto fino alla fine. Grazie

Hello, glad to see that things are moving forward.

Could you please confirm how much money have you received from the original withdrawals so far, and how much are the next three for? Thank you.

Hi, I have received 1500€ so far

I requested three more withdrawals of €500 each, one on 19/01 then one on 20/01 and another on 23/01 at the moment I have not received anything yet, I hope they do not make me wait 30 days like the first ones otherwise it is really absurd! I still have €7300 to withdraw!! Thanks for your help

Please prolong my case as the casino is not responding!!

Ciao, al momento ho ricevuto 1500€

Ho richiesto altri tre prelievi da 500€ l'uno di cui uno il 19/01 poi uno il 20/01 ed un altro il 23/01 al momento non ho ancora ricevuto nulla, spero non mi facciano aspettare 30 giorni come i primi se no davvero è assurdo! Ho ancora 7300€ da prelevare!! Grazie per il vostro aiuto

Per favore prolungate il mio caso, visto che il casinò non risponde!!

No wories, mihaj14, the case will stay opened until everything is sorted. :)

Please, keep us posted when the next payments come through, so we can also keep an eye on how much has been paid out and how much is still to be withdrawn.

It will be done, I will update you with every withdrawal made and received, thank you very much!!!!

Sarà fatto, vi aggiornerò ad ogni prelievo effettuato e ricevuto, grazie mille!!!!

In the meantime, if Frumzi Casino can provide any further details regarding the pending withdrawal requests, that would be much appreciated.

Thanks Matej, it would be appreciated if FRUMZI CASINO would also answer us to understand what stage they are at, I have not received anything anymore, my withdrawals are still there "in processing" they say!!!!

Grazie Matej, sarebbe cosa gradita se ci rispondesse FRUMZI CASINÒ anche per capire a che punto sono, io non ho più ricevuto nulla, i miei prelievi sono ancora lì "in fase di elaborazione" dicono!!!!

Dear all,

We would like to inform you that we aim to speed up the currently pending withdrawals on the account.

We will keep you posted for any potential updates.

Best regards,

Frumzi team

Happy to hear that, thank you for the update, Frumzi team :)

Dear mihaj14, seems like things are moving up in the right direction! Let's give the casino couple of days to release the payment, and please let us know the moment you receive the money.

If my math is correct, you should still have 5,800€ on your account (not counting the currently pending amount), hopefully we can get them withdrawn this month in full.

Hi Matej, I confirm that I have received 3 more withdrawals for a total of €3000, I still have a lot to go, I hope to be able to conclude everything by the end of this month, I ask Frumzi to speed up the release of payments and not to make me wait more than 15 days every time.

A thousand thanks

Ciao Matej, confermo di aver ricevuto altri 3 prelievi per un totale di 3000€ me ne mancano ancora tanti, spero di riuscire a concludere il tutto entro e non oltre la fine di questo mese, chiedo a Frumzi di accelerare il rilascio dei pagamenti e di non fare attendere più di 15 giorni tutte le volte.

Grazie mille

Hi mihaj14, thank you very much for the update, I am happy to see the withdrawals reaching you as promised :)

Does this mean you have only the remaining 2,800€ to be withdrawn?

Hi Matej, no I still have €5755 to receive!!!

They have only given me €3000 so far

Thank you

Ciao Matej, no mi mancano ancora 5755€ da ricevere!!!

Mi hanno dato per ora solo 3000€

Grazie

I see. Not a problem. Casino's monthly withdrawal limit is 7,000€ so we should not have an issue in getting the rest of your money within this same month. All depending on how the casino manages to speed up the payment processing. I will reset the timer and we'll give Frumzi Casino some time to deal with the request. In case you get paid, please let us know in this thread. Otherwise we will inquire with the casino next week if any more issues arise.

Hi Matej, I don't know if the casino will pay me within this month, who knows how long I will have to wait I see that they only pay if you ask. So I ask for your help again. Thank you very much

Ciao Matej, Non so se il casinò mi pagherà entro questo mese, chissà quanto dovrò aspettare ancora vedo che pagano solo se solleciti tu. Quindi chiedo nuovamente il tuo aiuto. Grazie mille

Dear Frumzi Casino team, could you please let us know if there is anything that can be done to speed up the withdrawal process as mentioned in your previous post?

Thank you.

Hi Matej, I received payment for 3 more withdrawals of €500

I requested 3 more payments

Now I still need €4100

Thank you

Ciao Matej, ho ricevuto il pagamento di altri 3 prelievi da 500€

Ho richiesto altri 3 pagamenti

Ora mi mancano ancora 4100€

Grazie

This is great news, thank you for sharing! :)

Seems to me that the casino is slowly but surely processing the payments. As the last stretch seems to be about 10 days, let's give them some more time and see how it goes. Please, keep us up to date with any more wiathdrawals coming through.

Good evening, I am not receiving anything anymore. Can THE CASINO give us some updates? Thanks

Buonasera, non sto più ricevendo nulla. IL CASINÒ ci può dare qualche aggiornamento? Grazie

This is trully annoying situation. Since the Frumzi Team is keeping things very close to their chest, I'll see if I can get someone else on board with this. I have a feeling you will get paid eventually, but so far with processing only about 1,5k - 3k a month, this could drag for another two or three months, which is quite ridiculous. Let me see what I can do.

Can anyone from FRUMZI answer us????? Can you give us a kind feedback?? Thanks

Qualcuno da FRUMZI ci risponde????? Potete darci un gentile riscontro?? Grazie

Good morning Matej, can we extend the time? The casino is not paying anymore. Thanks

Buongiorno Matej, possiamo allungare i tempi? Il casinò non sta pagando più. Grazie

Hello mihaj14, I can prolong the timer, however I am getting nowhere on my end either.

Contacted everyone I could on my end, so I will now also ask our affiliate team to see if they get luckier than me.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear mihaj14

Thank you for your patience.

We are truly sorry for the inconvenience and dissatisfaction you've experienced. Please know that your satisfaction is important to us, and we're working diligently to address the issues you've raised and process your pending withdrawals as soon as possible.

Best Regards

Frumzi Team

FRUMZI I only received a withdrawal of 3..... The others?? Are you kidding me? At this point I think so.....

FRUMZI ho ricevuto solo un prelievo di 3..... Gli altri?? Mi prendete in giro? A questo punto mi pare di sì.....

Hi mihaj14, could you please let me know how much have you been paid so far, and how much money are you still waiting for, so I can update the notes on my end?

Thank you.

Hi Matej, I still have €2560 to receive! Last time they credited me only €500 despite the withdrawals requested were 3.

The other two requested one on 11/02 and another on 12/02

I hope they will take care of it in the next few days otherwise I'm worried.

Thank you very much good work

Ciao Matej, ho ancora 2560€ da ricevere! L'ultima volta mi hanno accreditato solo 500€ nonostante i prelievi richiesti fossero 3.

Gli altri due richiesti uno il 11/02 ed un altro il 12/02

Spero provvedano in questi giorni altrimenti mi preoccupo.

Grazie mille buon lavoro

Thank you for the update! If you receive any more money in the meantime, please let us know.

This way I would like to ask Frumzi Team to see about speeding up the whole process. Player is waiting for the last 2,560€ - which is way below the monthly withdrawal limit - so there shouldn't be any further hiccups. Please, let us know what can be done in this situation, so we can at last close this complaint.

Thank you.

Dear all

Thank you for your patience.

Kindly be informed that customer currently has not active balance and have only 2 last pending withdrawals which he had requested very recently which should be processed as soon as possible.

Apologies for the inconvenience. Your satisfaction is our priority.

Best Regards

Frumzi Team

Thank you for the update, Frumzi team!

Dear mihaj14, please let us know once the last two payments are safely with you, and whether there is anything else amiss.

Thank you.

With great pleasure I inform you that I have received all my money, I thank Matej for the continuous assistance and for the Great help, you have been fundamental and exceptional and I thank the Frumzi Casino for the collaboration.

Con immenso piacere vi comunico di aver ricevuto tutti i miei soldi, ringrazio Matej per l'assistenza continua e per il Grande aiuto, sei stato fondamentale ed eccezionale e ringrazio il Casinò Frumzi per la collaborazione.

Dear mihaj14,

This is fantastic news! I am really happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation, and thanks to the Frumzi team for looking into this issue for us. We hope that the suggestions and explanations provided were helpful in navigating the issue. If you encounter any further difficulties with this - or any other casino - in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru