The player from Kazakhstan had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player reported repeated unjustified cancellations of withdrawal requests despite having a fully verified account. We advised the player to wait 14 days for processing and requested updates after this period. Due to the player's lack of response to follow-up inquiries, the complaint was closed for the time being without resolution.
Fragabet Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Player stopped responding
Amount: 50,000 ₸
Fragabet Casino
Safety Index 7.0 Fresh casinoCase summary
Discussion
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1 month ago
My withdrawal requests at Fragabet have been repeatedly cancelled for over 3 days without any valid explanation.
No transaction proof (TXID / PSP ID) has been provided, and customer support only gives generic responses without clarifying whether the payment was processed.
This behavior raises serious concerns about unfair withdrawal practices and transparency.
I request:
– a clear explanation for the cancellations
– confirmation of whether the payment was processed
– immediate withdrawal of my funds
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear Assassin-43227,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 month ago
Translation
Fragabet clearly states that withdrawal requests are processed within 24 hours. In my case, this isn't just a delay—my withdrawal requests were repeatedly (about 15 times) rejected over a period of more than three days.
This indicates a pattern in behavior, rather than a standard processing delay. I received no specific explanation for these reversals, no transaction references (TXID/PSP ID), and no indication that my withdrawal was actually processed.
My account is fully verified and there are no outstanding KYC issues.
In these circumstances, the request to wait 14 days is unreasonable, as the problem lies not in the processing time, but in the repeated unjustified cancellations of payments.
I request that you review this matter and refer it to higher authorities, as it may indicate unfair practices in the withdrawal of funds.
Thank you.
Translation
Automatic translation:
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1 month ago
TranslationHello, Assassin-43227 !
Thank you for bringing this issue to our attention 🙏
The issue with the output deviation was identified and has now been completely resolved. ✅
Please try to withdraw the funds again once they are in your real balance after the wagering requirements have been met.
If Kaspi is among the available withdrawal methods, we recommend trying it 💳
If the problem persists or you have any other questions, please contact us and we'll be happy to help. We're always here for you. 🙌
Sincerely,
Fraga Support Team
Automatic translation:
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1 month ago
Dear Assassin-43227,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 month ago
Dear Assassin-43227,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Karla
Casino.Guru
