The player from Chile has a verified account but faces issues withdrawing money after a two-week wait. His withdrawal attempt is rejected due to a payment provider problem, and after contacting support, he discovers his account is blocked with 410,000 CLP withheld.
Fragabet Casino - Player's withdrawal is delayed and account is blocked.
Opened
Current status
Waiting for player to reply
4d 5h 16m 44s
Fragabet Casino
Safety Index 7.4 Above averageCase summary
Discussion
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1 month ago
Translation
Hi, I've been playing at this casino for 3 weeks and my account is fully verified. I've withdrawn money before without any problems. Now I'm trying to withdraw my money and it's been rejected. I contacted support and they said they're having a problem with their payment provider and to try again tomorrow.
The next day I tried to withdraw and it said my account was blocked and the casino offered no solution. They kept 410,000 CLP of mine. I demand a solution; the casino is stealing its customers' money.
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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 your complaint. I’m sorry to hear about your negative experience with Fragabet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
TranslationDear Customer,
Thank you for your feedback. We sincerely regret that your experience did not meet your expectations. 🙏
We've reviewed your account history and can confirm that you've made successful withdrawals, the total amount of which exceeds your deposits. Your account is not blocked in any way—everything is functioning normally. ✅
We understand that payment providers can sometimes experience delays in both deposits and withdrawals. Unfortunately, we can't control the processing times of banks and payment systems, but we do everything we can to minimize these situations. 🙌
Currently, as you can see, you are making withdrawals without any problems. If you have any questions or need assistance, we are always available to help you.
Sincerely,
The Fragabet support team
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4 weeks ago
TranslationHello, the problem has not been resolved as the casino claims.
Today they added a restriction to my account and made me re-verify it, even though it had already been verified.
As the casino representative points out, they let me withdraw money from my account; that's only possible when your account is fully verified.
I can't withdraw now; they asked me to upload my ID again, a selfie with my ID, and a bank statement.
I sent it and they still won't let me withdraw my money. This casino keeps putting up more obstacles to withdrawing money. I need help.
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4 weeks ago
TranslationIt won't let me attach my bank statement as a PDF. If Casinoguru has an email address, I'll send it to them. I just want this casino to pay me.
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3 weeks ago
TranslationMy account was verified, however my withdrawals continue to be rejected repeatedly, therefore my funds remain blocked as I cannot withdraw them.
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3 weeks ago
TranslationThey refuse to pay me, they reject my withdrawals, and in the chat they're FORCING me to withdraw less money. If I do that, I'll have money left in the casino, and I don't want to play here again. The minimum withdrawal is 25,000, and if I withdraw less than what they say, I won't be able to withdraw the remaining amount. Please help!
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3 weeks ago
Thanks to both parties for your replies.
Dear casino representative,
- Could you please explain whether there are any obstacles to processing the player's payout?
- Have you offered any recommendations to the player for steps to take to pay out?
Looking forward to your reply.
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2 weeks ago
TranslationGood morning!
There are no restrictions on the client's account. The client's last successful withdrawal was on July 12, 2026. After that date, there were no withdrawal requests or rejections. Yes, some time ago, additional information was requested for client verification; the client provided the necessary documents, and the verification was completed on July 11, 2026. This is standard procedure. Currently, the client's balance is CLP 56.35.
Sincerely,
The Fragabet support team
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1 week ago
Dear Fragabet Casino representative,
Thanks for the update and explanation of the situation.
Dear Nicozmr,
Could you please confirm that you were able to withdraw your winnings and in what amount?
Please let me know.
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3 days ago
Dear Nicozmr,
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.
