The player from Greece had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The Complaints Team had reached out to the player for updates and extended the communication period; however, the player did not respond. As a result, the complaint was rejected due to lack of cooperation, which prevented further investigation into the issue.
Frumzi Casino - Player believes that their withdrawal has been delayed.
Amount: €200
Frumzi Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
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1 month ago
Translation
I have been waiting for a very long time.
Automatic translation:
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1 month ago
Dear vlatakisgiannis07,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 month ago
Dear vlatakisgiannis07,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
