The player from Germany had requested a withdrawal less than two weeks prior to submitting the complaint. The payment hadn't been processed yet. The Complaints Team had advised the player that such delays could have been due to unfinished KYC verification or a high volume of withdrawal requests, and suggested waiting at least 14 days after requesting the withdrawal before submitting a complaint. However, the player's issue was resolved within a week, and she had received her payment.
Frumzi Casino - Player claims that payment has been delayed.
Amount: €301
Frumzi Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
Public
Public
9 months ago
Translation
I've been waiting for my withdrawal for a week now, sadly I never received a response from support via email. Instead, I had to wait a long time in chat, only to be placated with the fact that the processing typically takes three business days. However, I've been waiting for the processing since 14.03.2024. I declined bonuses at the beginning because they aren't applicable to playing live roulette games, this was to ensure I wouldn't be at a disadvantage in case of winning. As for the casino, they haven't corrected the initial typo in my name. Instead of Verenq, my name is Verena. I have a feeling that no one is working there. That's why I'm turning to you as the withdrawal period has been significantly exceeded.
No response is given to my email inquiries regarding the status of the processing.
Automatic translation:
Public
Public
9 months ago
Dear infopv,
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
Public
Public
9 months ago
Now, after just one week, the payment has actually been completed.
So it was resolved after 7 days instead of regulary 3 days.
Thank you very much.
Verena V***
Public
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9 months ago
Dear infopv,
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
