Frumzi Casino – generel debat (side 18)

I totally see what you're saying. However, if the withdrawals take longer than 14 days, you can contact us and we’ll try to help. It’s definitely not pleasant to find yourself in this situation. I’m curious to see if they’ll process the withdrawals you currently have there or cancel them since your VIP status was revoked, meaning you’ll have to withdraw in increments of 500.

I’ll definitely be waiting for your update.

They said that because i have won and my withdrawals/current balance outbalanced my deposits they revoked my vip status....

Will keep you on the loop...

Its very very shady to say at least...despite me playing with over 50k... I ddint ask for big win...i just won..but the hassle it brought one would wonder if it was worth...

And thank you Jaroslav for your time...its highly appreciated

Yes, I understand.

The important thing will probably be how things go from here. 

So about 2 hours a go they have canceled my withdrawals as per vip status (none existent) on top of that they have capped my monthly withdrawals including this month (custom cap ax per terms and conditions). So i would have to wait again a month to even attempt to reach the balance and be stressed...

And long behold i asked them to close my account as its not worth my time and stress...within 5 mins i got respond and another 5 and my account was fully closed and all balance and bonuses gone... I will never play them again and i will make sure people will know about this practice... I would not dedicate my life to chase this endless shady company... They were absolutely horrible and did everything possible so i could not withdraw in timely manner... The VIP didnt even responded to me for over a week...at least 5 emails... Please note i did not use faul language i had only enquired about status of the balance that was pending....

So long story short...i can move on...and maybe do something more productive in my life then wasting time...

So thats an update

Den eneste måde at undgå ubehagelige overraskelser med gennemspilningskrav, når man anmoder om en indløsning, er at læse vilkårene og betingelserne, før man accepterer en velkomstbonus. Jeg undersøgte lige det internationale omdømme for nye platforme, der opererer i Brasilien, og ledte efter rapporter om hastigheden af ​​betalinger via Pix, men da jeg klikkede på et indekseret link, der så ud til at være et regneark med en sammenligning af satser, blev jeg offer for en tvungen omdirigering, der sendte mig til en helt anden sportsbook-side (denne her: https://bateubet-br1.com/) . Jeg lukkede den mærkelige fane med det samme og fortsatte med at filtrere søgningerne, indtil jeg åbnede denne Frumzi-tråd på Casino Guru. At følge rigtige brugerrapporter om deres support hjælper meget med at forstå, om siden leverer, hvad den lover. Fremragende plads til debat!

Read my recent story ..if i may advise with all respect stay away from them

Well, I just wanted to wait out the time we give casinos and recommend a complaint form where they could look into the whole situation. Don't you think that would be better than giving up the money? Why did the casino take all your money when you wanted to close your account?

I don't think so, or at least I wouldn't want this situation to end this way.

They owed me 20% 1x wager on any losses occured from my initial balance... Lets say 3k.... They didnt wanna apply it as i had active balance and pending withdrawals .. so this would take ages...i mean ages....

The canceled my withdrawals and lowered my max to 500...and 2k a month... Jaroslav... They honestly did all possible so they dont have to pay me... I am done...completely done .. this was taking toll higher then any monetary value... I am done with them....

I sent request and within 5 min account was closed including all balances and active bets....

The withdrawals delay and lowering vip status despite me depositing 5k or so... in a week... All came to it... And they are a fraud...

I understand how you feel, and I respect your decision. I just wanted to say that I wouldn’t give up. It’s not fair to be treated this way, and players should always file a complaint and go through the entire process. If it turns out that the casino made a mistake and doesn’t resolve the situation, it gets black points. That’s how the casino’s safety index goes down. 

If players give up, don’t file a complaint, and just talk about it on the forum, then it’s hard to achieve anything. So filing a complaint at least serves this purpose: if you come across a casino like that, you can try to defend yourself. If they take a lax approach to this, there will be consequences. If players don’t file complaints, then the safety index often can’t be updated, because we don’t have enough relevant experience to do so. I mean the relevant experiences that are actually substantiated and that we can use to draw conclusions from them.

And right yesterday the reopened my account.... They started sending me invitation bonuses and opened my acc... On them own will...i contacted them and they offered me nice balance 1x wager to keep playing... I told them to close my account again i told them again i do not wish to play again as balance on frumzi is like balance on Nintendo...imaginary... If you cant withdraw.... But people need to be aware... This casino is not fair!!!

If there's a problem and your account is still open, you know you can contact us.

Frumzi.com

Jeg har en udbetalingsanmodning fra frumzi.com på 3 x €500. Den er ikke blevet behandlet i ugevis. Kundesupporten beklager og vil behandle den så hurtigt som muligt. Resultatet er det samme: ingen udbetaling i ugevis. Stor advarsel: indbetal ikke, det er et komplet svindelnummer!

Stavros, et spørgsmål, hvor mange dage over betalte Frumzi dig? Jeg har haft en udbetaling siden 27.6 og intet

Hjemmesiden frumzi.com har ikke behandlet min udbetaling på 3 x €500 i ugevis, og de bliver ved med at give det samme svar: De undskylder og vil behandle det hurtigst muligt. En kæmpe skuffelse, jeg har aldrig indbetalt noget på den side!

Sorry to hear that. I see the same complaint from last year, so I guess you know it may eventually happen with Frumzi. Hopefully it's nothing more serious and the delay will be resolved.

I am filing a complaint regarding Frumzi and the exact domain I used: frumzi-0064.com. I am located in Greece and dispute approximately €2,300.

€500 WITHDRAWAL:

On 31/07/2026 I requested a €500 withdrawal. I later cancelled it, but I dispute how it was handled and have requested the complete audit trail, including submission time, status changes, processing/review timestamps and why it remained pending/cancellable.

Frumzi relies on clause 6.6.2 because the funds were later gambled. However, my complaint concerns what happened to an already-submitted €500 withdrawal before I cancelled it. I want the complete records.

APPROX. €1,800 AFTER CLOSURE REQUEST:

Before these events, I had previously requested that my account be closed through FRUMZI LIVE CHAT.

Despite this, my account remained accessible and I was able to continue gambling, subsequently losing approximately €1,800.

Frumzi later sent me a "Final Decision of Your Refund Request" stating:

"we couldn't locate any requests for account closure sent to us via email."

But my closure request was made through LIVE CHAT, NOT EMAIL.

Frumzi also described its decision as following a "thorough review", while in the SAME email confirming that my Live Chat transcription history and transaction history were still being retrieved.

How could a Final Decision be reached if the Live Chat records potentially containing the closure request central to my dispute were still outstanding?

ACCOUNT CLOSED LATER:

Another concern is that my earlier Live Chat closure request did not result in my account becoming inaccessible.

However, after I began making repeated complaints about the €2,300 dispute, requesting records and questioning Frumzi's legal/licensing information, my account was subsequently closed.

I am NOT claiming I can prove it was closed because I complained. I am asking Frumzi to explain why my earlier closure request did not close the account, but the account was closed later after my complaints began, including the exact date/time and internal reason for closure.

LEGAL ENTITY / LICENCE:

I used frumzi-0064.com while located in Greece.

I have asked Frumzi for the legal company operating my account/domain, registration details, gambling licence number, regulator and the specific authorization relied upon to provide gambling services through frumzi-0064.com to my account in Greece.

Instead of initially answering, Frumzi repeatedly quoted clause 2.2 saying it is the player's responsibility to determine whether gambling is legal in their jurisdiction.

That does not answer what licence/authorization FRUMZI relied upon.

A Greek-speaking Live Chat representative eventually told me that company/headquarters/licence information could only be provided by email because it was "confidential and sensitive". I followed their instructions and formally requested it by email.

GREEK PHONE COMMUNICATIONS:

I also received Frumzi-related communications on my Greek mobile number. A Greek-speaking individual contacted me regarding my Frumzi account and discussed/offered me a €20 bonus.

I asked Frumzi to confirm whether this person acted on its behalf and to preserve relevant call/CRM records.

This is important because Frumzi says jurisdictional legality was my responsibility while Frumzi-related gambling communications/promotions were being directed to my Greek phone.

I am NOT claiming I have proven Frumzi was operating illegally in Greece. I want the operator/licence information so this can be independently verified.

LIVE CHAT:

I have repeatedly been redirected to Support/VIP email despite already contacting those departments. Several chats were closed while questions remained outstanding. One representative explicitly told me Live Chat has no direct communication channel with the relevant department.

I continue to request:

1. Reimbursement/reconsideration of approximately €2,300.

2. Complete Live Chat and transaction histories.

3. Records of my earlier account-closure request.

4. Complete €500 withdrawal audit trail.

5. Explanation and records concerning the later account closure.

6. Frumzi's legal entity, licence, regulator and authorization relating to frumzi-0064.com and my account in Greece.

7. Confirmation of whether the Greek-speaking caller/€20 bonus contact was made on Frumzi's behalf.

I have preserved emails, chats, screenshots and telephone/message evidence and can provide them privately to Casino Guru.

I would appreciate Casino Guru's assistance in investigating and contacting Frumzi.

My approximately €2,300 dispute remains active, contested and unresolved, and I continue to request reimbursement.

Hello, the request has been approved, so the complaint has started. Not sure how much this helps, but every local licensing provider, such as the Greek authority provides seals or any other verification marks, so once none of that is found on the page while accessing the site from a locally regulated country, you may expect a lack of such a license. For example, this casino is not licensed in Greece; it poses, like many others, the offshore license of AOFA.

I'm just saying all of this to help you overcome the same discussion with support in any other casino. Offshore operators will always say that responsibility lies with the player, since the casino shows its license, and the lack of licenses from other lands usually indicates that they have none. in this case it lacks the HGC one.

I know how it sounds from the player perspective, but the point of having the offshore license lies in the fact that the operator does not monitor the other licenses, hence the very general response in most offshore casinos.

In my opinion, though, this is not the main subject of the problem you described and I'm leaving the rest to the complaint mediator.

Thank you for the explanation. I understand your point regarding offshore licensing and that licensing may not be the primary issue for the complaint mediator.

However, my concern is NOT based solely on the absence of an HGC licence. It is the overall sequence of events and Frumzi's handling of my case.

I previously requested closure of my account through Live Chat, yet my account remained accessible and I continued gambling, subsequently losing approximately €1,800 which I dispute.

I also requested a €500 withdrawal on 31/07/2026. I am requesting the complete audit/status history showing exactly how this withdrawal was handled before I eventually cancelled it.

When Frumzi rejected my refund request, they stated that they could not locate an account-closure request sent by email. However, my position has always been that my earlier closure request was made through LIVE CHAT, NOT EMAIL.

Frumzi then issued an email titled "Final Decision of Your Refund Request", referring to a "thorough review". Yet in the same correspondence, Frumzi confirmed that my requested Live Chat transcription history and transaction history were still being processed.

I therefore question how the evidence concerning my earlier Live Chat closure request could have been fully reviewed before this "Final Decision" was issued.

The timing of my eventual account closure also concerns me. My account was not closed when I say I originally requested closure through Live Chat. However, after I began making numerous complaints, disputing approximately €2,300, requesting records and questioning Frumzi regarding its operator/licensing information, my account was subsequently closed.

I am NOT claiming that I can prove Frumzi closed my account because I complained. I am documenting the chronology because I believe it should be examined.

I also repeatedly requested the legal entity operating my account and frumzi-0064.com, company information, licence number and licensing authority. Live Chat eventually told me this information could only be provided through email because it was considered confidential/sensitive. I followed their instructions and formally requested it by email, and I am still waiting.

Frumzi has repeatedly relied on its Terms to state that determining whether gambling was legal in my jurisdiction was my responsibility.

This concerns me because I used the service from Greece, received Frumzi-related communications on my Greek mobile number, and was contacted by a Greek-speaking individual regarding my Frumzi account who discussed/offered me a €20 bonus. I have asked Frumzi to confirm whether this contact was made by or on behalf of them.

Complaint handling has also been extremely frustrating. I have repeatedly been redirected between Live Chat and Support/VIP email, experienced significant delays in substantive responses, and had chats closed while important matters remained unanswered.

A Live Chat representative has now confirmed that statements made through Live Chat can be logged under my account profile and that the specialized department has the technical capability to view those logs/notes. However, I was told that anything intended to form part of my formal complaint should also be submitted through my existing VIP email thread. I followed that instruction.

I have also formally informed Frumzi that I believe the circumstances and prolonged handling of this dispute have caused me serious psychological distress and suffering and negatively affected my mental wellbeing. I have reserved my rights regarding potential additional claims for psychological suffering and non-pecuniary harm, separately from my approximately €2,300 reimbursement dispute. I am not claiming that any particular additional amount has already been legally determined.

Therefore, I understand your explanation regarding offshore licensing. However, I ask that the mediator consider the whole situation: my alleged earlier closure request, continued account access, approximately €1,800 subsequent losses, €500 withdrawal, later account closure after my complaints began, outstanding records, "Final Decision" while records were still being retrieved, Greek-language promotional contact, complaint handling, and difficulty obtaining clear operator/licensing information.

I am not asking Casino Guru to assume that these circumstances prove illegality or wrongdoing. I am asking for them to be considered together and investigated as part of my complaint.

I am still waiting for Frumzi to provide my complete Live Chat and transaction histories and will provide relevant evidence to the mediator once received.

Thank you for accepting my complaint and reviewing the matter.

Waiting that long after completing verification would definitely be frustrating. I think the biggest thing is keeping players updated instead of giving the same copy-paste response every time.