The player from Slovenia had requested a withdrawal less than two weeks prior to submitting the complaint. Their money hadn't been received yet. The player had expressed concern over the delay, mentioning that customer support was unaware of the issue. However, the issue was resolved when the player received their withdrawal. We marked the complaint as 'resolved' in our system following the successful resolution.
Frumzi Casino - Player believes that their withdrawal has been delayed.
Amount: €500
Frumzi Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
Hello,
I've been waiting on my withdrawal being processed for 9 days. On the website it says 1-3 days. Is it a scam? Will I ever see my money? Such a bad experience.. I am getting really frustrated.
Also the Live chat Support seems to me like "copy paste message" or even bots..
Thank you for your help.
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8 months ago
Dear kristijanleva15898,
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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8 months ago
Hi,
I would like to thank you for your response.
I've never had such a problem. Been playing on multiple casinos, first time have this experience. Usually it took at max. 3 days for withdrawal to be completed.
Hoping for the best.
Thank you,
Kind regards
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8 months ago
*Update*
Withdrawal was placed on 20th of March. On 2nd of April 2024 still no e-mail about delay, no sign of any progress. Contacted Customer Support today.
Asked them about the withdrawal. They said it takes 3-5 days, excluding the day of withdrawal and weekends. Then I asked them to check my withdrawal date and they were "shocked". Then I closed the chat, began new one. Same story. *I DO HAVE SCREENSHOTS* Just didn't want to post them because of privacy.
How do they not know about the delay?
I hope you get my point.
Why are they telling people 3-5 days when there is a whole different story behind.
Kind Regards,
Kristijan
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8 months ago
*Update*
Today 3rd of April at 8.09 AM I have received my withdrawal amount.
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8 months ago
Dear kristijanleva15898,
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,
Kristina
Casino.Guru
