The player from Chile was facing issues with withdrawing his winnings, which had been rejected for two weeks despite having a fully verified account without restrictions. The casino's support provided excuses related to their payment provider but failed to resolve the issue. He had no previous successful withdrawals, used bank transfer, and was told crypto withdrawals would require a minimum deposit with that same method first. We asked him to confirm whether he had retried the withdrawal or made a crypto deposit, but he did not respond to our follow-up messages. As a result, we closed the complaint due to lack of response, and no further investigation could be completed.
Fragabet Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: $38,300 CLP
Fragabet Casino
Safety Index 7.4 Above averageCase summary
Discussion
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1 month ago
Translation
Hi, the casino won't pay me my money. I've tried for three days straight, and they keep rejecting my withdrawals. Support keeps making up excuses about their payment provider and telling me to try again the next day, but the problem persists. A friend of mine had the same problem; his withdrawals were rejected.
My account is fully verified and has no restrictions.
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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
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you made any successful withdrawals from this casino before?
- Have you completed the full KYC verification process, or at least submitted any identity documents for verification?
- What types of games did you play to accumulate your winnings?
- Which payment method have you selected for your withdrawal requests? Have you used the same payment method for depositing funds into this casino as well?
- Are there any other payment methods available for withdrawals in your account? If so, have you tried selecting one of them to see whether your withdrawal request gets cancelled again?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
TranslationHave you made any successful withdrawals from this casino before?
A: No
Have you completed the full KYC verification process or at least submitted any identity documents for verification?
A: Yes, I completed it.
What kind of games did you play to accumulate your winnings?
A: casino
What payment method have you selected for your withdrawal requests? Have you used the same payment method to deposit funds at this casino?
A: Bank transfer
Are there other payment methods available to withdraw funds from your account? If so, have you tried selecting one to see if your withdrawal request is canceled again?
A: There are cryptocurrencies, but it won't let me because it's not my original payment method.
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1 month ago
TranslationDear Customer,
Thank you for your feedback. We sincerely regret that you experienced difficulties withdrawing your funds. 🙏
We understand your frustration and want to clarify the situation. Sometimes, delays are due to payment providers—we can't directly influence this, but we do everything we can to minimize these situations.
We've reviewed your history and see that your withdrawals were declined due to technical reasons related to the provider. These situations are temporary, and we always recommend trying again.
If you wish to withdraw your funds using another method, such as cryptocurrency, you must first make a minimum deposit using that same method. This is a standard procedure, described in section 7.3.1 of our rules, and is implemented to ensure security and verify the payment method.
We appreciate your patience and are here to help with any questions. If you're still having trouble, please contact our support chat and we'll resolve your issue individually.
Sincerely,
The Fragabet support team
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1 month ago
Dear Fragabet Casino,
Thank you for reaching out and assisting the player.
Dear carloscazzely1,
Have you tried submitting your withdrawal request using bank transfer again? Alternatively, have you tried making a small deposit using Crypto, as suggested by the casino representative, and request a withdrawal again? Please let me know.
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4 weeks ago
Dear carloscazzely1,
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,
Veronika
Casino.Guru
