The player from Ireland had requested a withdrawal less than two weeks before submitting the complaint. The payment hadn't been processed yet. We informed the player about typical processing times and advised patience, suggesting they wait 14 days before escalating the complaint. The player confirmed they had received their withdrawal. The complaint was marked as resolved.
Frumzi Casino - Player claims that payment has been delayed.
Amount: €550
Frumzi Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Hi,
I have been having trouble withdrawing money from my account this is the 4th time I have tried over the last 2 weeks and it just keeps returning to my play balance, I discovered the issue was it was not being sent in my currency (discussed with bank) but customer support is very slow at responding and I have told them this issue and they just said to see if it works this time, every time! I have asked for them to make note of this with the finance department, my bank have advised me to withdraw via bank transfer with IBAN so I have done this, but have previously done this and it didn’t go through, also the company frumzi do not notify if there has been an issue I have to keep logging onto my account to check if the money has returned to my playing account.
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7 months ago
Dear Emma31,
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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7 months ago
Dear Emma31,
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
