The player from Greece had been waiting for his withdrawal process to be completed since 14/1. Despite having sent verification documents 10 days prior, the casino support had been unresponsive or had asked for patience. The player had never made a withdrawal before and his winnings had been from bonuses. We had involved a representative from Frumzi Casino to join the conversation. Eventually, the player had confirmed that his money had been credited. We had marked the complaint as 'resolved' in our system.
Frumzi Casino - Delay in player's withdrawal process.
Amount: €294
Frumzi Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
AS YOU CAN SEE IN THE IMAGE BELOW, SINCE 14/1 THIS CASINO HAS BEEN UNABLE TO PROCESS MY WITHDRAWAL. I'VE SENT MY VERIFICATION DOCUMENTS 10 DAYS AGO NOW. WHEN I TALK TO SUPPORT ABOUT THIS ISSUE, THEY EITHER CLOSE THE CHAT OR ASK FOR PATIENCE. CAN CASINO GURU HELP ME WITH THIS CASINO BECAUSE IT HAS VERY GOOD REVIEWS AND I CAN'T FIND THE REASON FOR THIS BEHAVIOR.
Automatic translation:
Public
Public
2 months ago
Dear voyltsos,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals from the casino in the past?
- Have you accumulated your winnings with the help of a bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
2 months ago
Translation
No I have never made a withdrawal before, yes my winnings are from bonuses
Automatic translation:
Public
Public
2 months ago
Thank you very much, voyltsos, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
2 months ago
Dear voyltsos,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Frumzi Casino representative to join this conversation.
Dear Frumzi Casino,
Could you please provide more information about this case?
Thank you in advance,
Mirka
Public
Public
2 months ago
Translation
Thanks for the help, the money has been credited
Automatic translation:
Public
Public
2 months ago
Dear voyltsos,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Mirka
Casino.Guru
Please disable your AdBlock