Frumzi Casino - Die Auszahlung des Spielers verzögert sich wiederholt.

I keep trying to withdraw my winnings, but the money is always returned to my game account without any reason or resolution. Every time I contact support, it doesn't help because it ends up being the same issue. I've tried more than 5 times already, and each time without success.

Ich versuche immer wieder mein gewonnenes Geld auszuzahlen aber es wird immer wieder ohne Grund und ohne problem Lösung zurück auf mein Spiel Konto überwiesen. Jeder Kontakt mit dem Support hilft nicht weil es am Ende immer wieder das gleiche ist. Ich hab es schon mehr als 5 Mal versucht und immer wieder ohne Erfolg

Dear K_kdk,

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

Hello Kristina,

No, I have never received a withdrawal on my bank account. I have tried to withdraw several times using various withdrawal methods, but to no avail. I have tried to contact the bank five times, and five times I received confirmation of the "Withdrawal Completed" email. After about 4-5 working days, the money was not in the bank account but in the gaming account. No one from the live chat is helping me with this problem. Now they are telling me that I have to bet what I have "deposited" again in order to make a new withdrawal. So I have to gamble away the money that they transferred back to me. Regarding the KYC verification, I was always told "If it is needed, we will inform you and a message for verification will then appear on your account" or "As I see it, we do not need any verification from you at the moment. So the money should appear in your bank account soon". And every time I asked if I could verify myself, I was told that I did not need it at the moment. I won the money without an active bonus. But by buying free spins multiple times with "real money". What happens next?

Hallo Kristina,

Nein, ich hatte noch nie eine Auszahlung erhalten auf meinem Bank Konto. Ich hab mehrere mal versucht auf verschiedensten Auszahl Möglichkeiten auszuzahlen, aber ohne Erfolg. 5 mal hab ich es mit der Bank Verbindung gemacht, und 5 mal bekam ich die Bestätigung von der Email "Abhebung Abgeschlossen". Nach ca. 4-5 Werktagen war aber das Geld nicht auf dem Bank Konto sondern auf dem Spiel Konto. Keiner vom Live Chat hilft mir mit diesem Problem. Jetzt sagen die mir noch das was ich "eingezahlt" habe muss ich auch wieder setzten um eine neue Auszahlung durch zuführen. Also das Geld was die mir zurück überwiesen haben soll ich wieder verspielen. Wegen der KYC-Verifizierung wurde mir immer gesagt "Wenn es benötigt wird dann werden sie von uns Informiert und es erscheint dann bei Ihnen auf dem Account eine Nachricht zur Verifizierung" oder "Wie ich sehe benötigen wir gerade von ihnen keine Verifizierung. Somit sollte das Geld bald auf Ihrem Bank Konto erschein". Und immer wenn ich gefragt habe ob ich mich Verifizieren kann wurde gesagt das ich es zurzeit nicht brauch. Das Geld habe ich ohne Aktiven Bonus gewonnen. Sondern durch mehrmaligen Kaufen von Freispielen mit "Echt Geld". Wie geht es jetzt weiter?

Thank you for your reply, K_kdk. Could you please post a screenshot of your withdrawal history here in this thread?

Do I understand correctly that you currently have €17,500 (dispute value) in your casino account?

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.

Hello Kristina, here are my withdrawal histories. As you can see, the withdrawals worked, but it was always transferred back as "cash", i.e. as a deposit. I have often asked why this happened several times and I was always told "Unfortunately, I am not part of the finance department and cannot tell you why this happened. But I will send the department an email and tell them to take care of it as quickly as possible. You will get your money soon". I have not received any response or suggestions for solving my problem. The exact amount of money involved can be seen on the screenshots. I have sent you screenshots of the conversation with the casino by email.

Hallo Kristina, hier sind meine Auszahlungs Verläufe. Wie man sehen kann haben die Auszahlungen geklappt Jedoch, wurde es immer als "Cash" also als Einzahlung zurück Überwiesen. Ich habe öfters nachgefragt wieso sowas mehrmalig passiert und mir wurde immer wieder aufs neue gesagt " Ich gehöre leider nicht zur Finanzabteilung und kann ihnen leider nicht sagen warum dies geschehen ist. Aber ich schicke der Abteilung eine Email das sie sich schnell möglichst drum kümmern sollen. Sie bekommen ihr Geld bald". Ich hab keine Rückmeldung bekommen oder Lösungsvorschläge für mein Problem. Die genaue Geld Summe um die es sich handelt sieht man auf den Screenshots. Screenshots vom Gespräch mit dem Casino habe ich Ihnen per Email gesendet.

Thank you very much, K_kdk, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello K_kdk,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Frumzi Casino to join the conversation.

Dear Frumzi Casino,

I would appreciate your clarification regarding the current situation. Could you explain why the player's withdrawals have not been reflected in the player's bank account? Are there any issues with your payment provider that we should be aware of?

Dear K_kdk

Thank you for contacting us.

Kindly be informed that we had investigated the issue and it looks like the withdrawals are keep getting canceled by the payment provider , after checking with the payment provider we had seen that the withdrawal method that you are trying to use is blocked by them and this is why the withdrawals are keep getting canceled.

Unfortunately this is not something that we can influence , so we would kindly ask you to try another withdrawal method .

Best Regards

Frumzi Team

But I can't use any other withdrawal method because I've only deposited with this one. And the live chat kept telling me to make bank transfers to avoid problems or to make the withdrawal with the same method I deposited with, which I only did with the bank transfer. And I can't make further withdrawals now because I'm "forced" to gamble away the money I sent back, which was apparently "deposited" but which I didn't do; it was sent back to my gaming account, and only then can I make a new withdrawal. I've contacted my bank several times and they confirmed to me that it's not my bank's fault and that they don't block deposits into my account or anything like that. The problem clearly lies with you. I want a solution to the problem so that my money is in my bank account.

Ich kann aber keine andere Auszahlungs Methode nehmen weil ich nur mit dieser Eingezahlt habe. Und mir wurde vom Live Chat immer wieder gesagt ich soll Bank Überweisungen machen um Probleme zu vermeiden oder die Auszahlung Tätigen mit der ich auch Eingezahlt habe was ich auch nur mit der Bank Überweisung gemacht habe. Und erneute Auszahlungen kann ich jetzt nicht machen weil ich "Gezwungen" bin mein zurück geschicktes Geld was anscheinend "Eingezahlt" wurde, was ich aber nicht tat sondern es wurde mir zurück geschickt auf das Spiel Konto, zu verspielen um erst dann eine neue Auszahlung zu tätigen. Ich habe schon öfters mit meiner Bank Kontakt aufgenommen und mir wurde bestätigt das es nicht an meiner Bank liegt und sie Einzahlungen die auf mein Konto gehen auch nicht sperren oder ähnliches. Das Problem liegt ganz klar bei Ihnen. Ich möchte eine Problem Lösung haben sodass mein Geld auf meinem Bank Konto ist.

Dear K_kdk ,

As we mentioned before, payment provider is declining your bank and we cannot influence this , only way for you to withdrawal is to use another method.

Kindly use another card or another method that you have to withdrawal.

Best Regards

Frumzi Team

I've done that several times. Nothing happened.

Das habe ich schon mehrmals getan. Es hat sich nichts getan.

Please explain to me why my bank is rejected

Erklären sie mir bitte warum meine Bank abgelehnt wird

Why doesn't the casino respond to the rest of what I wrote? Instead they tell me what I've heard 100 times from live support and the casino doesn't offer any other solutions apart from what I've already tried several times. I feel like I'm being ripped off. I've been trying the same thing for weeks and I keep hearing the same excuse from the casino. Apparently my bank is blocked by the payment provider. So the deposits to my gaming account were ready in a minute and the money was directly in the casino without any problems, but when I withdraw you want to tell me that it doesn't work??? You just don't want to transfer the money to me and cancel it every time just so that I'm tempted to gamble it away again. And after several withdrawal attempts you saw that I wasn't even playing with the money anymore and that's why you gave me this "minimum deposit rollover X1". So that I'm FORCED to gamble away the money that "I" apparently "deposited". Only then can I make a new withdrawal. Please Casino Guru help me to resolve my issue successfully so that I have my money in my bank account.

Wieso reagiert das Casino nicht auf den Rest was ich geschrieben habe? Stattdessen sagen sie mir das was ich schon 100 Mal vom Live Support gehört habe und das Casino bietet wieder keine anderen Lösungsvorschläge an bis auf das was ich schon mehrmalig versucht habe. Ich komme mir Verarscht vor. Ich versuche seit Wochen immer das gleiche und immer höre ich die selbe Ausrede vom Casino. Anscheinend wird meine Bank vom Zahlungsanbieter blockiert. Also die Einzahlungen auf meinem Spiel Konto waren in einer Minute fertig und das Geld war direkt im Casino ohne Probleme aber, beim Auszahlen wollt ihr mir sagen das es nicht geht??? Ihr wollt mir nur nicht das Geld Überweisen und storniert es jedes mal nur damit man auf die Versuchung kommt es wieder zu verspielen. Und nach mehrmaligen Auszahlungs Versuchen habt ihr gesehen das ich mit dem Geld nicht einmal mehr gespielt habe und habt mir dann auch deswegen dieses " Mindeseinzahlungs-Rollover X1" reingemacht. Sodass ich GEZWUNGEN bin das Geld was "Ich" anscheind "Eingezahlt" habe zu verspielen. Erst dann kann ich eine neue Auszahlung Tätigen. Bitte Casino Guru helfen Sie mir mein Anliegen Erfolgreich zu klären sodass ich mein Geld auf meinem Bank Konto habe.

Dear K_kdk,

I understand your frustration. I kindly ask you to not continue to play with your money at the moment. Although I do acknowledge that some banks do not support receiving money from gambling establishments, there has to be another option offered by the casino to transfer the money to you. Do you have any other bank account, e-wallet (Skrill, Jeton, Neteller, etc.), or crypto wallet where the casino team would be able to disburse the funds?

Dear Frumzi Casino,  

Could you please provide information on alternative payment options available for players to receive their winnings? Furthermore, considering that the winnings are now considered "real" money, I believe it would be reasonable not to impose any additional wagering requirements on the player. The challenges with their bank not accepting the withdrawal were not due to any fault of the player, and it can be quite difficult to predict such banking issues. I am confident that we can work together to ensure the player receives their winnings without further wagering obligations.

Yes, I have a second bank account. I could easily give the online casino my transfer details so that they can transfer the money to me manually. And I haven't used the money for several weeks. That's exactly why I was blocked from making withdrawals because that's exactly what the casino is trying to do. The main thing is to lose the money. So my bank hasn't blocked any kind of transfer. And my bank has assured me that the casino money is NOT blocked by my bank and that they don't reject these transfers either. If it's as the casino says, then I want to see that the casino tried to transfer the money to me. I'm using the request made by my lawyer and requesting an investigation from the casino. Where you can track when and how often attempts were made to transfer the money.

Ja ich besitze ein zweites Bankkonto. Ich könnte ohne weiteres dem Online Casino meine Überweisungs Daten geben sodass, sie mir das Geld Manuell überweisen können. Und das Geld haben ich seit mehreren Wochen nicht einmal eingesetzt. Genau deswegen bekam ich dann die sperre zum auszahlen weil das Casino genau das versucht zu erreichen. Hauptsache das Geld verspielen. Also bei meiner Bank liegt keine Art Überweisung vor die sie blockiert hat. Und mir wurde von meiner Bank versichert dass, das Casino Geld von meiner Bank NICHT blockiert wird und sie diese Überweisungen auch nicht ablehnen. Wenn das so ist wie das Casino sagt, dann möchte ich sehen dass das Casino versucht hat mir das Geld zu überweisen. Ich nutze die von meinem Anwalt gestellte Aufforderung und fordere ein Nachforschungsauftrag vom Casino an. Wo man nachverfolgen kann kann wann und wie oft das Geld versucht wurde zu überweisen.

I can also create a crypto wallet if nothing else helps. But I prefer the bank connection.

Ein Crypto Wallet kann ich auch erstellen wenn nichts mehr helfen sollte. Ich bevorzuge aber die Bank Verbindung.

Dear all,

Kindly note that customer can check his withdrawal menu and see what other withdrawal options are available for him and to try to use one of them. If the customer can see crypto option we would kindly suggest him to use it.

Best Regards

Frumzi Team

1. You told me you would transfer it to me manually, the support said to me

2. Removed "Rollover X1" for me so that I can make new withdrawals.

It's a disgrace that you don't just transfer the money manually. Then the problem is solved. I've also tried so many withdrawal options in the past, but nothing ever works for you.

1. Ihr habt mir gesagt ihr überweist es mir Manuell meinte der Support so zu mir

2. Entfernt bei mir "Rollover X1" damit ich überhaupt neue Auszahlungen machen kann.

Das ist eine Frechheit das ihr das Geld nicht einfach Manuell überweist. Dann ist das Problem gelöst. Außerdem hab ich in der Vergangenheit schon so viele Auszahlungmöglichkeiten versucht nie klappt irgent was bei euch.

Casino Guru, please help me. If necessary, even with stricter measures for the casino. The casino keeps refusing and blames every problem on me instead of keeping it simple and straightforward. I've run out of patience. This isn't about a few hundred euros.

Casino Guru bitte helfen Sie mir. Wenn es sein muss auch mit strengeren Maßnahmen für das Casino. Das Casino weigert sich immer wieder und schiebt jedes Problem auf mich statt es einfach und schlicht zu halten. Meine Geduld ist am Ende. Es geht hier nicht um paar 100€.

I'm demanding proof of transfer from the casino. So that we can see whether they really tried to transfer the money. Otherwise I see no way out and will get a lawyer involved. It's unacceptable that this problem hasn't been resolved after 2 months and we've been getting the same answer from the casino since day one.

Ich fordere einen Überweisungsnachweis vom Casino. Das man sehen kann ob sie das Geld auch wirklich versucht haben zu überweisen. Andernfalls sehe ich keinen Ausweg mehr und schalte dann einen Anwalt ein. Es kann nicht sein das dieses Problem nach 2 Monaten immer noch nicht behoben worden ist und man seit Tag eins immer noch die selbe Antwort zu hören bekommt vom Casino.

Dear Frumzi Casino,

The player has indicated that they have explored multiple options without success. They noted that manual payment processing should have been conducted by you, yet this too did not yield a positive outcome. Could you please clarify the reasons behind this?

The player is willing to provide details for their alternative bank account to explore this option. However, given the challenges faced with the previous bank transfer, there may be apprehensions regarding the likelihood of success with this method as well. Anyway, I guess we will not know until it's tried.

Furthermore, would it be possible for you to facilitate a manual payment to the player's crypto wallet or e-wallet once they have established one?

The casino should either remove my "Rollover X1" so that I can make a withdrawal or transfer it manually to my crypto wallet.

Das Casino soll entweder mein "Rollover X1" entfernen damit ich eine Auszahlung machen kann oder, es mir Manuell auf mein Crypto Wallet überweisen.

Can the casino also answer? Please transfer it to me manually. I will give you my details for the transfer. The main thing is that the money is in my account. The problem has not been solved for months and you are not taking care of it.

Kann das Casino auch antworten? Bitte überweist es mir Manuell. Ich gebe euch meine Daten zum Überweisen. Hauptsache das Geld ist auf meinem Konto. Seit Monaten ist immer noch nicht das Problem gelöst und ihr kümmert euch nicht drum.

Dear K_kdk

Thank you for your patience.

We would kindly ask you to send us alternative bank details ,we cannot make manual withdrawal to IBAN *****11000 .

Please send us alternative bank details or crypto address on email.

Best Regards

Frumzi Team

Which email? Should I write something as an attachment so you know what it is?

Auf welche Email? Soll ich irgentwas als Anhang schreiben damit ihr wisst worum es sich handelt?

Dear K_kdk

Kindly send us your details at support@frumzi.com and just specify that is for manual withdrawal thank you .

Best Regards

Frumzi Team

But every time I've sent one, you never write back, but I'll try again. Just reply this time and please take care of it.

Immer wenn ich aber eine geschickt habe, habt ihr nie zurück geschrieben aber ich versuche es wieder. Antwortet nur dieses mal und kümmert euch auch bitte drum.

Thank you for your responses, Frumzi Team.

I have my fingers crossed that the payment to the alternative bank account will be processed swiftly and successfully. Please let us know once the payment has been disbursed from your side.

I have now sent everything to the casino as they requested. I am waiting for a positive response.

Ich habe jetzt alles nötige dem Casino gesendet wie sie wollten. Ich warte auf eine Positive Rückmeldung.

Dear K_kdk

Kindly be informed that manual withdrawal was made and it is currently in processing by relevant department.

Best Regards

Frumzi Team

OK, I'll wait. But I want everything to be transferred manually. Not just the €800.

Ok ich warte. Aber ich will das alles Manuell Überwiesen wird. Nicht nur die 800€.

The money was canceled again. I gave my crypto address to the casino so that the money could be transferred to the crypto wallet. Please transfer all my money to the crypto address I sent.

Das Geld wurde wieder Storniert. Ich habe meine Crypto Adresse dem Casino gegeben, damit das Geld auf das Crypto Wallet überwiesen wird. Bitte Überweisen sie mein gesamtes Geld auf die von mir geschicktes Crypto Adresse.

I also gave my Skrill details for the transfer. I am currently waiting for a response from the casino.

Meine Skrill Daten habe ich auch gegeben zum Überweisen. Gerade warte ich auf eine Rückmeldung vom Casino.

Can the casino please take care of my issue. I still don't have the money.

Kann das Casino sich bitte um mein Anliegen kümmern. Ich hab das Geld immernoch nicht.

Dear K_kdk

Kindly note that we are checking with relevant department regarding your withdrawal and would get back to you as soon as we have any news from them.

Best Regards

Frumzi Team

I've given you everything you need, but nothing has come from you. Send me the money I've been waiting for for months.

Ich hab alles gegeben was ihr braucht aber es kommt nix von euch. Schickt mir das Geld worauf ich seit Monaten warten muss.

Thank you all for your responses.

Dear Frumzi Team,

I understand that certain processes require time and that unforeseen complications can sometimes arise, which may not always be within your direct control. However, a considerable amount of time has now passed, and the player has yet to receive their winnings. This delay falls short of the high standards one would expect from a reputable and highly-rated casino like yours.

While I empathize with any challenges you may be facing, I believe that a more proactive, customer-focused approach would go a long way in addressing this situation. I kindly request that you prioritize this matter, and I remain hopeful and optimistic that the issue will be resolved soon.

I've been waiting for the money for more than 3 months. They always say we'll take care of it. I've run out of patience.

Auf das Geld warte ich schon mehr als 3 Monate. Immer heißt es wir kümmern uns darum. Die Geduld ist bei mir am Ende.

You can now transfer it to my Skrill account without any problems. I have given you everything you need. And no deposits will be rejected there like my bank apparently did.

Ihr könnt es mir jetzt ohne Probleme auf mein Skrill Konto Überweisen. Ich hab euch alles gegeben was ihr braucht. Und dort werden keine Einzahlungen abgelehnt wie es meine Bank anscheinend tat.

I have now written to the casino and even created a special link for them to transfer my money with the exact amount. You have all my data and everything else you have always asked for. Now finally transfer the money. I have run out of patience with you. I have been arguing with you for months.

Ich habe jetzt dem Casino geschrieben und ihnen sogar ein extra Link erstellt zum Überweisen meines Geldes mit der genauen Summe. Ihr habt alle Daten von mir und sonstiges wonach ihr immer gefragt habt. Jetzt Überweist endlich mal das Geld. Meine Geduld mit euch ist am Ende. Seit Monaten bin ich mit euch nur am Diskutieren.

The casino doesn't respond to my emails at all. They don't care about my problem. Every request I make is ignored. I'm desperate and want my money. I'VE BEEN WAITING FOR MONTHS!

Das Casino antwortet mir garnicht auf meine Emails. Sie kümmern sich nicht um mein Problem. Jede Anfrage von mir wird ignoriert. Ich bin am Verzweifeln und will mein Geld. ICH WARTE SEIT MONATEN!

Dear Frumzi Team,

Can you please provide us with an update on why the player's winnings were still not disbursed?

I gave two bank details, created a crypto wallet and a Skrill account and made everything available to the casino. I have been chasing the Frumzi team for MONTHS without success. I have not received any answers to my questions. They do ask for my transfer details but that is it. The casino has not given me anything else. No matter how often I ask something and no matter what transfer options I give. THE CASINO DOES NOTHING AND DOES NOT WANT TO GIVE ME THE MONEY THAT IS MY OWN. They use every excuse and when they have none left they simply do not answer at all. Frumzi team, I have run out of patience, I am desperate and at the same time angry at how bad your support is. Months go by and you cannot make a transfer. I would have expected more from a licensed casino. I want my money, which I have been discussing with you for months, TRANSFERRED IMMEDIATELY. Or do you have a new excuse? I am excited to see what you come up with this time. Because there really shouldn't be any more. You have everything from me. EVERYTHING! You don't need anything to transfer, you just don't do it, in the hope that I'll lose the money.

Ich habe zwei Bankverbindungen gegeben, mir ein Crypto Wallet erstellt, sowie ein Skrill Konto erstellt und alles auch dem Casino zur Verfügung gestellt. Seit MONATEN laufe ich nur dem Frumzi-Team hinterher ohne Erfolg. Es kommen keine Antworten auf meine Fragen. Sie fragen zwar nach meinen Daten zum Überweisen aber, das war es dann auch. Mehr kommt nicht vom Casino. Egal wie oft ich etwas Frage und egal was ich alles an Überweisungs Möglichkeiten gebe. DAS CASINO TUT NICHTS UND WILL MIR MEIN GELD WAS MIR ZU STEHT NICHT GEBEN. Sie benutzen jede Ausrede und wenn Sie keine mehr haben dann antworten sie einfach garnicht. Frumzi-Team, meine Geduld ist am Ende, ich bin am Verzweifeln und zu gleich Wütend wie schlecht euer Support ist. Monate vergehen und ihr schafft es nicht eine Überweisung zu tätigen. Von einem Lizensierten Casino hätte ich mehr erwartet. Ich will mein Geld wofür ich schon seit Monaten mit euch Diskutieren muss SOFORT ÜBERWIESEN HABEN. Oder habt ihr eine neue Ausrede? Bin gespannt mit was ihr dieses mal kommt. Weil es müsste eigentlich keine mehr geben. Ihr habt alles von mir. ALLES! Euch fehlt nichts zum Überweisen ihr tut es einfach nicht, in der Hoffnung das ich das Geld verspiele.

Dear K_kdk

Kindly note that your last withdrawal had failed due to the fact that you did not provided destination tag alongside the wallet of your crypto address you had provided.

Please note that 3x800 euro withdrawals had been issued to your Skrill wallet you had provided and they should be with you very soon.

Kindly be informed that all withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of your account level.

As per now you are account level 3 and you can withdrawal 800 euro maximum per 24 hours with 3 active withdrawals at the same time.

We hope this clarify the situation for you.

Best Regards

Frumzi Team

I want all the money transferred. Only then will I rest. I'm waiting now.

Ich will das gesamte Geld überwiesen haben. Erst dann gebe ich ruhe. Ich warte jetzt.

Why was 1 withdrawal cancelled?

Wieso wurde 1 Auszahlung storniert?

Can the casino please make sure that they continue to make further withdrawals after one is in process, so that I don't always have to keep chasing after it.

Kann sich bitte das Casino darum kümmern das sie dauerhaft weitere Abbuchungen machen nachdem eine in Bearbeitung ist. Sodass ich nicht immer hinterher laufen muss.

My money was sent back. I don't know why it didn't work again. This is the fourth time and there are no more withdrawal options that I could try because I've already tried every one. Frumzi team, I'm excited to hear your new excuse as to why it didn't work again. It's disgraceful how poorly a licensed casino looks after its players. How can you not make a withdrawal for months? I really don't have the words for something like this.

Mein Geld wurde wieder zurück geschickt. Ich weiß nicht warum es wieder nicht klappt. Es ist schon das vierte mal und es gehen keine Auszahlungs Möglichkeiten mehr die man noch versuchen könnte weil ich schon jede versucht habe. Frumzi Team ich bin gespannt auf eure neue Ausrede wieso es wieder nicht klappt. Es ist beschämend wie schlecht sich ein Lizensiertes Casino um seine Spieler kümmert. Wie kann man seit Monaten nicht eine Auszahlung tätigen. Mir fehlen für sowas echt die Worte.

Dear Casino Guru team, please help me resolve this matter so that I can finally get my money back that I have been waiting for for MONTHS.

Liebes Casino Guru Team, bitte helft mir die Angelegenheit zu klären, damit ich mein Geld worauf ich seit MONATEN warten muss auch endlich habe.

Dear K_kdk,

I fully understand your frustration. Please rest assured that I am actively overseeing your case and maintaining communication with the Frumzi team beyond this discussion. I have already requested information as to why even the latest payments were not successful. It is indeed an unusual situation. I am here to support you until your winnings are successfully disbursed. I am currently awaiting additional information from the Frumzi team.

Frumzi team, you can finally take care of the payout. And also participate in the chat.

Frumzi Team, könnt ihr euch endlich mal um die Auszahlung kümmern. Und euch auch am Chat beteiligen.

The casino doesn't respond to my emails and doesn't take care of my withdrawals. I'm desperate and don't know what to do. No matter how often I write to them, nothing happens and the live support always says they'll take care of it but absolutely nothing happens.

Das Casino antwortet nicht auf meine Mails und kümmert sich nicht um meine Auszahlungen. Ich bin verzweifelt und weiß nicht mehr weiter. Egal wie oft ich denen schreibe es kommt nichts und der Live Support sagt immer sie kümmern sich drum aber es passiert rein garnichts.

Dear K_kdk,

We would kindly request to provide us your crypto wallet details requested via mail in order to proceed manually with your payment.

Thank you for your cooperation.

Kind Regards,

Frumzi Casino Team

1. I have already given you my crypto wallet and the QR code for quick transfers.

2. Why doesn't it work with Skrill? What is your new excuse now? Is Skrill now rejected for you too, as well as my two different bank details? I want screenshots of the attempted transfers and an explanation of why you can't do it for the tenth time.

1. Ich hab euch die schon gegeben mein Crypto Wallet, sowie den QR Code dazu zum schnell Überweisen.

2. Wieso klappt es über Skrill nicht? Was ist jetzt eure neue Ausrede? Wird jetzt Skrill auch bei euch abgelehnt sowie meine 2 verschiedenen Bankverbindungen? Ich will Schreenshots von den versuchten Überweisungen und eine Erklärung wieso ihr es zum Zehnten mal nicht hinbekommt.

Dear Casino Guru team, I don't understand anything anymore. Our questions are no longer answered and they just repeat themselves and don't give any information about why it doesn't work again. That's what we've come to expect from them, otherwise I wouldn't be here. I've already sent the Frumzi team 3 screenshots.

1 time I accidentally sent the wrong one.

1 time I sent the right one.

Once they even received a QR code from me to quickly transfer money to my wallet or to my crypto.

And now we're back to square one with the Frumzi team. Because they can't give any information as to why it hasn't worked for the tenth time, almost every question is ignored, every withdrawal option doesn't seem to work for them. But when making deposits, everything works without a problem. Deposits work in 2 minutes, but withdrawals haven't even worked using five different methods for over three months. Frumzi team, the quicker you transfer the money to me, the quicker you'll get out of this bad light. Everyone can read these chats and if I'm already having problems like this with you, then I don't think you'll be able to generate many new customers. A highly respected online casino that can't even manage a withdrawal, using five different transfer options, and they don't even explain why it doesn't work. So do yourself a favor and just transfer it to me. You would have explained it to me if there were problems. But you cancel them yourself.

Liebes Casino Guru Team, ich verstehe nichts mehr. Auf unsere Fragen werden garnicht mehr geantwortet, und die wiederholen sich einfach nur noch und geben keine Auskunft darüber, wieso es wieder nicht klappt. Das kennt man ja nicht anders von denen, sonst wäre ich ja nicht hier. Das Frumzi Team bekam von mir schon 3 Schreenshots.

1 mal schickte ich ausversehen das falsche.

1 mal schickte ich das richtige.

1 mal bekamen sie sogar ein QR-Code von mir zum Schnell Überweisen auf mein Wallet, beziehungsweise auf mein Crypto.

Und jetzt sind wir wieder mit dem Frumzi Team am Anfang. Weil sie keine Auskunft geben können wieso es wieder zum Zehnten mal nicht klappt, fast jede Frage wird ignoriert, jede Auszahlungs Möglichkeit klappt bei denen anscheinend nicht. Beim Einzahlen geht aber alles ohne Probleme. Einzahlen klappt in 2 Minuten aber, Auszahlen klappt nicht mal auf 5 verschiedenen Wegen seit über 3 Monaten. Frumzi Team, je schneller ihr mir einfach das Geld überweißt, desto schneller zieht ihr euch aus dem schlechten Licht. Jeder kann diese Chats lesen und wenn ich mit euch schon solche Probleme habe, dann denke ich nicht das ihr viele Neukunden generieren könnt. Ein Hoch Angesehenes Online Casino was nicht mal eine Auszahlung hinbekommt, auf Fünf verschiedenen Überweisungs Möglichkeiten, und sie begründen nicht mal warum es nicht klappt. Also tut euch selber ein Gefallen und Überweißt es mir einfach. Ihr hättet es mir schon erklärt wenn es Probleme geben würde. Ihr Storniert sie aber selber.

Dear K_kdk,

Thank you for your patience.

Please be informed that in order for us to continue with your request you would have to verify you gaming account first so kindly go to your your account menu verification section and upload the requested documents.

Also kindly be informed that unfortunately Skrill is not available for Germany , in order to continue with your request after verification is complete we kindly ask you to send us on email your crypto address for BTC, DOGE or USDT and please specify which crypto you want exactly for.

Best Regards

Frumzi Casino Team

I verified my account yesterday. And Skrill works here. You can even buy bank cards from them. So what exactly isn't working in Germany? Do you want screenshot proof that it works here? The app even has special settings for transferring money from online casinos as well as receiving money. So verify my account and transfer it to my Skrill account. You're really running out of excuses, aren't you?

Ich hab mein Konto seit gestern Verifiziert. Und Skrill geht hier. Man kann sogar Bank Karten von ihnen kaufen. Also was genau soll in Deutschland nicht gehen? Wollt ihr noch Schreenshot Beweise das es hier geht? Auf der App gibt es sogar extra Einstellungen zum Überweisen von Online Casinos genau so wie das empfangen von Geldern. Also Verifiziert mein Konto und überweist es mir auf meinem Skrill Account. Euch gehen echt die Ausreden aus oder?

And you already have my QR code to transfer to Doge Coin. I want it on Doge Coin. You have everything you need. What more do you want!

Und ihr habt schon meinen QR-Code zum Überweisen auf Doge Coin. Ich will es auf Doge Coin haben. Ihr habt doch alles was ihr braucht. Was wollt ihr noch!

Dear K_kdk,

We are happy to informed that your gaming account is now verified , we would kindly advise you to reply to the email we had send you and provide your crypto address , kindly note that we need the full address and not a QR code and please specify the crypto you are providing , thank you in advance.

Best Regards

Frumzi Casino Team

I have now given you my crypto address for Doge Coin. I have checked it several times and it is 100% correct. I and several other witnesses confirm this. Before the casino sends my money somewhere else or invents new excuses. Don't make any typos or anything like that, Frumzi!

Ich hab euch jetzt meine Crypto Adresse für Doge Coin gegeben. Diesen habe ich auch mehrmals kontrolliert und er ist zu 100% richtig. Ich sowie mehrere andere zeugen bestätigen das. Bevor das Casino mein Geld irgentwo hin schickt oder neue Ausreden erfindet. Macht keine Tipp Fehler oder ähnliches Frumzi!

I repeat, it is 100% correct, so please copy it exactly as it is. Don't let the money end up somewhere else. Otherwise I'll get it back from you.

Ich wiederhole mich es ist zu 100% richtig also übernehmt es auch 1 zu 1 auch genau so. Nicht dass das Geld sonst wo landet. Weil sonst hole ich es mir von euch zurück.

Can Frumzi Casino please remove my "Rollover X1" so I can make withdrawals.

Kann das Frumzi Casino bitte meine "Rollover X1" entfernen. Sodass ich Auszahlungen vornehmen kann.

Dear K_kdk,

We are pleased to inform you that your withdrawals are in process to be manually completed.

Thank you for your cooperation.

Best Regards

Frumzi Casino Team

I am still waiting for all the money. Please do not close the case yet Casino Guru.

Ich warte noch auf das gesamte Geld. Bitte schließen Sie den Fall noch nicht Casino Guru.

Dear K_kdk,

Can you please confirm you have received all the funds?

No, I still haven't. I've been waiting for the payment for 4 days. Please don't close the case yet.

Nein hab ich immernoch nicht. Ich warte seit 4 Tagen auf die Auszahlung. Bitte schließen Sie den Fall noch nicht.

Dear K_kdk,

Sure, I will leave this case open until you receive the funds.

Dear Frumzi Casino Team,

Can you please let us know when the payment or payments will finally be dispatched from your side?

I've been waiting for the payouts for several days. And the support just keeps repeating itself and doesn't help me.

Ich warte seit mehreren Tagen auf die Auszahlungen. Und der Support wiederholt sich immer wieder nur und hilft mir nicht weiter.

Dear all,

Kindly be informed that customer already have 8 complete withdrawals on our side ,also his last 3 withdrawals were canceled by him and requested again , we would kindly advise the customer not to cancel the withdrawals are request them again as the withdrawal processing starts again.

Best Regards

Frumzi Team

The last withdrawal that I didn't cancel was 6 days ago. I was told 4 times by your support that you need 3 working days and today is the 6th day.

Die letzte Abhebung die ich nicht storniert habe ist 6 Tage her. Mir wurde 4 mal von eurem Support gesagt ihr braucht 3 Werktage und heute ist der 6. Tag.

Thank you for the clarification, Frumzi Team.

Dear K_kdk,

I once again empathize with your frustration concerning the various complications and delays related to your withdrawals, but please understand that any cancellation done by you only prolongs the overall process. I acknowledge that the standard time for the payment processing is by default approx 3 days, but as your withdrawals seem to need to be handled and approved manually, it sadly takes a bit longer, and any cancellations further prolong it. Kindly don't cancel any further withdrawals so that these can finally be paid to you as fast as possible.

Ok, can the casino please tell me when I will receive the next payout? Or how long it might take?

Ok, kann mir das Casino bitte Mitteilen wann ich die nächste Auszahlung erhalten werde? Oder wie lange es noch dauern könnte?

Dear K_kdk,

Please be informed that your withdrawals are complete and paid out on our side.

Best Regards

Frumzi Team

Hello Frumzi

Yes, then I will continue with the withdrawals. But I am still waiting for my requested withdrawals.

Hallo Frumzi

Ja dann mache ich mit den Auszahlungen weiter. Ich warte aber noch auf meine angefragten Auszahlungen.

Dear all,

Thank you for your responses. I'm glad to see a positive progress.

Dear K_kdk,  

Could you kindly let me know the total amount that you are still expecting to receive?

There are still over 13,500€ that I am waiting for

Es sind noch über 13.500€ auf die ich warte

Dear K_kdk,  

I appreciate your confirmation. I am optimistic that the casino team will handle your remaining withdrawal requests in the usual manner. I will continue to keep an eye on this situation for some time.

Yes, I'm still waiting for the rest. Please don't close the case yet.

Ja ich warte noch auf den Rest. Bitte schließen sie den Fall noch nicht.

I have been waiting for my payouts for over 8 days. Support just tells me to wait but they don't want to tell me the reason for the delay.

Ich warte seit über 8 Tagen auf meine Auszahlungen. Der Support sagt nur ich soll noch warten aber den Grund für die Verzögerungen wollen sie mir nicht sagen.

Dear K_kdk,

Please be informed that your withdrawals are complete and paid out on our side.

Best Regards

Frumzi Team

I'm waiting for the next payout

Ich warte auf die nächste Auszahlung

Dear K_kdk,

Your withdrawal is in processing with relevant department.

Best Regards

Frumzi Team

I have been waiting for the payouts for 8 days. The last payouts always took over a week. The casino doesn't tell me why they always take so long. They always say that it takes 3 working days, but this time frame has only been met once so far.

Ich warte seit 8 Tagen auf die Auszahlungen. Die letzten Auszahlungen haben auch immer über eine Woche lang gedauert. Das Casino sagt mir auch nicht warum sie immer so lange brauchen. Es wird immer gesagt das es 3 Werktage dauert aber der Zeitraum wurde bis jetzt nur einmal eingehalten.

I've been waiting for my money for 10 days and the support isn't helping me at all. Frumzi team, what's going on?

Ich warte seit 10 Tagen auf mein Geld und der Support hilft mir überhaupt nicht. Frumzi Team, was ist da los?

Dear Frumzi Team,  

Could you kindly clarify the reasons for the delay in processing player withdrawals, as they seem to very often exceed the standard processing times?

I have been waiting for 14 days and the money has still not been paid out. The casino's 3 working day processing time is just an empty promise to the players. They only stuck to the promise of processing the first payout within 3 working days. Since then I have always waited at least 7 days.

Ich warte seit 14 Tagen und das Geld wurde mir immernoch nicht Ausgezahlt. Die 3 Werktage bearbeitungsfrist vom Casino sind nur leere versprechen an die Spieler. Die haben sich nur bei der ersten Auszahlung daran gehalten es innerhalb von 3 Werktagen zu bearbeiten. Seitdem warte ich immer mindestens 7 Tage.

I received the withdrawal. Can the casino please explain the reason for the delay?

Ich hab die Auszahlung erhalten. Kann das Casino bitte den Grund für die Verzögerung nennen?

Dear all

We would like to confirm that all 3 of your withdrawals had been completed and paid out , please note that it is not in our interest to leave our customers unsatisfied with our website. We are trying our best to process all the withdrawal request at the earliest , please accept our apology for the situation .

Best Regards

Frumzi Team

Dear Frumzi Team,  

Could you kindly clarify the reasons for the delay in processing player withdrawals, as they seem to very often exceed the standard processing times?

Dear K_kdk,  

What is the remaining amount that you are still expecting to receive?

I'm still waiting for almost €11,000. If the casino would stick to their 3 working days for processing, I would now have a much smaller amount to wait for.

Es sind noch knapp 11.000€ auf die ich warte. Würde das Casino ihre 3 Werktage zum bearbeiten einhalten dann hätte ich jetzt eine deutlich wenigere Summe auf die ich warten muss.

I don't think we'll get an answer from the casino as to why the payouts are always delayed. I always ask support and here on the site and they always divert attention from the topic and never give me a clear answer.

Ich glaube nicht das wir eine Antwort vom Casino bekommen werden warum sich jedes mal die Auszahlungen verzögern. Ich frag jedes mal den Support sowie hier auf der Seite und es wird immer vom Thema abgelenkt und nie bekommt man eine klare Antwort.

Dear all

Kindly be informed that slight delays comes due to high volume of requests we are deeply sorry for the frustration you've encountered. We understand how important it is for our service to be reliable, and we regret any inconvenience this may have caused you. Rest assured, we're working to address the issue promptly and process with withdrawals as soon as possible.

Best Regards

Frumzi Team

I've been waiting for 7 days and I still haven't received the payment.

7 Tage warte ich schon und die Auszahlung hab ich immernoch nicht erhalten.

Dear K_kdk,  

Your withdrawals are complete and paid out on our side.

Best Regards

Frumzi Team

It's day 5 and I'm still waiting. Where is the 3 day processing time you always promise?

Es ist Tag 5 und ich warte immernoch. Wo sind die 3 Tage bearbeitungsfrist die ihr immer versprecht?

Once again I've been waiting for over a week. And it's not an isolated case that I've had to wait this long.

Schon wieder warte ich über 1 Woche. Und es ist kein Einzelfall das ich wieder so lange warten darf.

I've been waiting for over 10 days again. And the casino support doesn't say why it's taking so long again.

Wieder warte ich seit über 10 Tagen. Und der Casino Support sagt nicht warum es wieder so lange dauert.

Dear Casino Guru team, could you please clarify this matter? The casino does not want to give me a clear answer to my questions. Instead, they just repeat that I should wait.

Liebes Casino Guru Team, könntet ihr bitte diese Angelegenheit klären? Das Casino will mir auf meine Fragen keine klare Antwort geben. Stattdessen wiederholen sie sich nur das ich warten soll.

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.

Please do not close the case yet. I have not received all the payouts yet.

Bitte schließen Sie den Fall noch nicht. Ich habe noch nicht alle Auszahlungen erhalten.

I've been waiting for my payout for 14 days. How do you explain that, Frumzi? The last payouts have also always taken longer than promised. You can't tell me that you have so many payout requests every week and can't keep up.

Ich warte seit 14 Tagen auf meine Auszahlung. Wie erklärt ihr euch das Frumzi? Auch die letzten Auszahlungen haben immer länger gedauert als versprochen. Ihr könnt mir nicht sagen das ihr jede Woche so viele Auszahlungs Anfragen habt und nicht hinterher kommt.

I write to support every day and today I was told for the 10th time that I should wait "a little longer".

Ich schreibe täglich mit dem Support und heute durfte ich das 10. Mal zu hören bekommen das ich noch "etwas" warten soll.

Dear K_kdk,

Have you received the most recent withdrawals yet?

No, I've been waiting almost three weeks for the payment. There's no point in writing to support, they're absolutely no help.

Nein, ich warte fast drei Wochen auf die Auszahlung. Mit dem Support zu schreiben ist Sinnlos sie helfen absolut nicht weiter.

Dear K_kdk,

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

It's been almost 3 weeks. How much longer will it take?

Es sind fast 3 Wochen um. Wie lange dauert es noch?

Why is only 1 out of 3 payouts made? What about the others who have been waiting for almost 3 weeks?

Wieso wird nur 1 von 3 Auszahlungen getätigt? Was ist mit den anderen die seit fast 3 Wochen warten?

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.

Still waiting for my payouts

Warte immernoch auf meine Auszahlungen

I'm still waiting for my payouts. And the casino doesn't want to give any compensation. This isn't the first time it's taken so long and they refuse to give it as some kind of "apology". This long time has already passed and we're still chasing our money for months - I'm really at a loss for words for how the casino treats its players.

Ich warte immernoch auf meine Auszahlungen. Und eine Entschädigung möchte das Casino nicht geben. Das ist nicht das 1. Mal das es solange dauert und sie weigern sich es in eine Art "Entschuldigung" zu geben. Diese lange Zeit die schon vergangen ist, und immernoch rennt man seit Monaten hinter seinem Geld her, mir fehlen dafür echt die Worte wie das Casino mit seinen Spielern umgeht.

Frumzi Casino, where are my withdrawals?

Frumzi Casino, wo sind meine Auszahlungen?

Dear K_kdk,

We would like to kindly apologize for the delay.

We would like to inform you that your payment will be completed as a matter of urgency.

Kind Regards,

Frumzi Casino Team

Dear Casino Guru team, please take care of this. The casino has been delaying the payout for a month. That really can't be true. They can keep people waiting, but they can't pay out on time or respond here in the chat. It's really embarrassing how long we've had to wait.

Liebes Casino Guru Team, bitte kümmert euch darum. Das Casino verzögert die Auszahlung schon seit 1 Monat. Das kann echt nicht war sein. Leute hinhalten können sie, aber fristgerecht Auszahlen oder hier im Chat zu antworten bekommen sie nicht hin. Das ist echt Peinlich wie lange wir schon hinter her laufen müssen.

Still waiting for my withdrawals. The casino just writes the same copied message as everyone else.

Warte immernoch auf meine Auszahlungen. Das Casino schreibt nur die selbe kopierte Nachricht wie jeder andere.

Dear K_kdk,

Could you please let me know the outstanding amount you are still anticipating to receive?

The amount I'm still waiting for is a little over 8,600€.

Der Betrag auf den ich noch warte liegt bischen über 8,600€.

Dear K_kdk,  

Your withdrawals are complete and paid out on our side.

Best Regards

Frumzi Team

Yes, it was about time. It only took over a month.

Ja wurde auch Zeit. Hat ja nur über 1 Monat gedauert.

Dear K_kdk,

I'm glad to hear that you have received another portion of your winnings. What is the remaining amount you are still anticipating to receive?

Just over 7,600€

Etwas über 7.600€

Dear K_kdk,

Thank you for the confirmation.

Dear Frumzi Team,

While I appreciate that you have paid the player the latest withdrawals, however, I feel it is important to share our concerns regarding the overall payout process. While we understand that withdrawal limits and processing timeframes are standard practices across the industry, we have observed repeated instances where the timelines outlined in your Terms and Conditions were not adhered to by you. Additionally, the long delay in paying out the player’s full winnings for over three months has placed us in a difficult position.

As a platform that values fairness and transparency, we believe these delays fall short of the standards expected from a reputable and highly rated casino. To resolve this matter amicably, we kindly request that all remaining player winnings be processed and credited to the player’s account no later than the end of this month (March 2025).

Should this request not be fulfilled, we have no choice but to close this case unresolved—Against fair gambling—intentional withdrawal delaying on the casino side. We trust that you will take the necessary steps to address this matter with the seriousness and the timely manner it deserves, ensuring maintaining the trust your players place in your platform.

Dear Michal 

We would like to clarify the following :

• The first withdrawal of this big balance was started on December 12th
• The last time we paid a withdrawal was on the 11th of March
• Between those dates we paid 20 total withdrawals, according to the website limits
• There were 59 total business days in that period, which means that on average we did pay 1 withdrawal every 2.95 business days, which is below 3, as our website states

Therefor we had followed correctly all of the Terms and Conditions the customer had agreed on when he created his gaming account with us.

Best Regards

Frumzi Team

I have to correct Frumzi Casino. The first withdrawal, which was rejected, was made on October 3, 2024. The first withdrawal I received, however, was on December 29, 2024. I've been waiting for my money since the beginning of October.

Ich muss das Frumzi Casino korrigieren, die 1. Auszahlung die aber abgelehnt wurde hat am 3.10.24 stattgefunden. Die 1. Auszahlung die ich aber erhalten habe war am 29.12.24. Ich warte seit Anfang Oktober auf mein Geld.

Hello Frumzi team, it would be a very appropriate apology for this long delay if you could transfer the money to me by the end of March. I hope you will be cooperative and comply with the Casino Guru team's request. This way, we won't have to deal with this problem for another six months.

Hallo Frumzi Team, es wäre eine sehr angemessene Entschuldigung für diese lange Zeit, wenn sie mir das Geld noch bis Ende März Überweisen würden. Ich hoffe das sie sich kooperativ zeigen und auf die Forderung des Casino Guru Teams eingehen. Somit müssten wir nicht ein weiteres Halbes Jahr diese Problematik weiterführen.

Dear Frumzi Team,

As I noted earlier, we recognize that withdrawal limits and processing times are common practices within the industry. However, we have noticed several occasions where the timelines specified in your Terms and Conditions have not been followed. This can be verified by examining the player's responses in this thread, where it is evident that there have been delays of up to 7 days without any payment being received. If you would proceed with all the player's withdrawals as you mentioned above, the player's winnings would most likely be already paid out in full over the 3+ months this complaint is open, don't you think? While I acknowledge that winning €17,000 is a significant sum, it is worth noting that multiple other casinos are capable of processing such payments within a month.

As a platform committed to fairness and transparency, we feel that these delays do not meet the expectations associated with a reputable and well-regarded casino. In the interest of resolving this issue amicably, we respectfully ask that all outstanding player winnings be processed and credited to the players' accounts by the end of this month (March 2025). We are confident that you will handle this situation with the urgency and seriousness it requires, reinforcing the trust that your players have in your platform.

I'm still waiting for my payouts

Ich warte immernoch auf meine Auszahlungen

Dear K_kdk,

Thank you so much for your time and patience.

We like to share an update, your current pending withdrawal request should be processed at the earliest. As we do not mean to keep you waiting. Hence, we will also try our best to process all your future withdrawal request as swiftly as possible.

Thank you so much for your patience, understanding and co-operation . We really appreciate it.

Best regards,

Frumzi Casino.

I've been waiting for my payouts for 8 business days again. Where are the 3-5 business days you always promised? You've only met that once. And you're not responding to the Casino Guru team's demands either. That shows how well you treat your players.

Ich warte schon wieder seit 8 Werktagen auf meine Auszahlungen. Wo sind die immer versprochenen 3-5 Werktage? Die habt ihr nur 1 mal eingehalten. Und auf die Forderung vom Casino Guru Team geht ihr auch nicht ein. Da sieht man wie gut ihr mit euren Spielern umgeht.

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 Frumzi Team,

As we near the end of the month, I would like to remind you of the pending player winnings that remain unprocessed. As previously communicated, I kindly request that all outstanding payments be settled by the end of March.

Should these payments not be completed by the deadline, I will regrettably have no choice but to mark this complaint as "Unresolved – Against Fair Gambling Practices" due to intentional delays in processing withdrawals on the casino’s part.

I trust you will prioritize this matter to ensure a timely resolution.

I'm still waiting for my money

Ich warte immernoch auf mein Geld

I still haven't received my payouts.

Habe immernoch nicht meine Auszahlungen erhalten.

Dear K_kdk,

Thank you so much for your time and patience.

We have sent your request to the relevant team and your current pending withdrawal request will be processed at the earliest as possible.

You should not face any more delays in your future requests. Therefore, We will keep you update till the time we can resolve this matter.

Thank you once again, for being so patient with us! We really appreciate it.

Best regards,

Frumzi team.

I'm still waiting for my payouts. There's still a little over €6,100 left.

Ich warte immernoch auf meine Auszahlungen. Es sind noch etwas über 6.100€.

Dear Frumzi team,

As the time frame has now expired and you failed to process all the player's remaining winnings despite my repeated requests, I have no other choice than to close this case as Unresolved—Against fair gambling—intentional withdrawal delaying on the casino side.

Dear K_kdk,

Despite my communication with the casino team even outside of this thread and their numerous assurances that your withdrawals will be processed as soon as possible, the casino team has failed to fulfil the expectations. As I have mentioned previously, we understand that withdrawal limits and processing times are common practices within the industry, and in some cases, there could be some unexpected complications; however, this complaint has been open for almost 4 months, and the casino team has still failed to improve the payment times, and furthermore, they failed to even stick to their own standard processing times as mentioned in their terms and conditions without any valid reasons.

At Casino Guru, we prioritize fairness and transparency, and we believe these prolonged delays fall short of the standards expected from a reputable casino. Despite my persistent efforts to advocate for a resolution on your behalf, the casino has not taken meaningful steps to address the issue, which leaves me no other option than to close this case as Unresolved—Against fair gambling—intentional withdrawal delaying on the casino side.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react and disburse the remaining winnings to you as a one-off sum, we will reopen the complaint, and you will be notified by email. In the meantime, if you want to take your complaint further, I would suggest you submit a complaint to the Anjouan Gaming Authority through the validator on the casino's website ( Anjouan Gaming Validation Page) as it appears, the casino has not acted in accordance with its rules on multiple occasions in this particular instance.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We are reopening this case in light of the recent development.

We have been informed by the casino team and the player via email that the casino has fully disbursed the remaining winnings, and the player has now received all of their funds.

Although it took a while, we are glad that the case has been successfully resolved.

I will mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation, K_kdk, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru