Frumzi Casino - Pelaajan kotiuttaminen viivästyy.

I couldn't get the complaint form regarding withdrawals to open so I'm posting it here.

I made three withdrawals almost a month ago;

2.2. 200e

2.2. 250e

3.2. 200e

The first and third of these arrived in my account in about a week, but I still haven't received that 250e withdrawal. However, they have already approved the withdrawal on 11.2. but for some reason they are not processing it. I have been in constant contact with their customer service, from which they always promise that I will receive my money soon. Waiting almost a month is a bit frustrating, so I thought I would ask for external help now.

Thank you in advance!

En saanut kotiutuksia koskevaa valituslomaketta auki joten kirjaan sen tähän.

Tein kolme kotiutusta melkein kuukausi sitten;

2.2. 200e

2.2. 250e

3.2. 200e

Näistä ensimmäinen ja kolmas saapuivat tililleni noin viikossa, mutta tuota 250e kotiutusta en ole vieläkään saanut. He ovat kuitenkin hyväksyneet kotiutuksen jo 11.2. mutta eivät jostain syystä käsittele sitä. Olen ollut jatkuvasti yhteydessä heidän asiakaspalveluun, josta he joka kerta lupaavat että saan rahani pian. Lähes kuukauden odottelu on hieman turhauttavaa, joten ajattelin nyt pyytää ulkopuolista apua.

Kiitos etukäteen!

Dear Karva,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're experiencing. To help us clarify your situation and assist you more effectively, could you please answer a few questions?

1. Have you passed the full KYC verification process?
2. What games did you play to accumulate the 250€ winnings that have not been credited to your account? Were these the same games as in your other two withdrawals?
3. Did you play with or without an active bonus when accumulating your winnings?
4. When was the last time you communicated with the casino regarding the processing of your payment?

We hope to assist you in resolving this issue as soon as possible. Thank you for your patience and for providing the additional information.

Best regards,

Veronika

Hello,

thanks for the quick response.

KYC verification has not been requested and is not available in my profile. Basically I played the same games as in other withdrawals and did not play with bonus money. Today I was last in contact and again the same answer that the money will arrive soon.

Moikka,

kiitos nopeasta vastauksesta.

KYC-vahvistusta ei ole pyydetty, eikä se ole saatavilla profiilissani. Lähtökohtaisesti pelasin samoja pelejä kuin muissa kotiutuksissa, enkä pelannut bonusrahalla. Tänään olin viimeksi yhteydessä ja taas sama vastaus, että rahat saapuvat pian.

Thank you very much, Karva, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Karva,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Frumzi Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear all

Thank you for your patience.

We're deeply sorry for the inconvenience caused. Rest assured, we're taking immediate action and your request is being checked with priority we would get back to you as soon as we have any news from relevant department regarding your withdrawal.

Best Regards

Frumzi Team

Today they cancelled my withdrawal without any reason. I placed a new withdrawal request.

Tänään he peruivat nostoni ilman syytä. Laitoin uuden nostopyynnön.

Dear Frumzi Casino representative, thank you for joining the thread. As we can see, the player´s withdrawal request was cancelled. He requested another one. Is there some additional documents or information you need from the player so he can have a successful withdrawal?

Dear Karva, thanks for the update, let´s wait for the info from casino or even for the money to arrive :-)

Please keep me updated

Customer service said the reason for the withdrawal cancellation was a technical fault.

Asiakaspalvelusta kertoivat kotiutuksen perumisen syyksi teknisen vian.

I am glad the customer support confirmed it.

Now let´s wait for the Frumzi Casino to make next step.

Dear all ,

Thank you for your patience.

We would like to confirm that indeed the customer withdrawal was canceled due to tech issue on our side , please accept our apology for the situation.

Kindly note that currently there are no documents required from the customer and his withdrawal should be processed as soon as possible.

Best Regards

Frumzi Team

Those are wonderful news!

Thank you Frumzi Casino!

Dear Karva

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Hi, my withdrawal arrived today. Thank you very much for your help!

Moikka, kotiutukseni saapui tänään. Iso kiitos teille avusta!

Dear Karva,

Oh that´s so wonderful to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martina Bennett

Casino.Guru