The player from Germany had faced a delay in receiving her payout from an online casino, which had exceeded the stated 3 to 5 business days processing timeframe. She had reported that the casino had blocked her from customer chat and was not responding to her emails. After she submitted her complaint to us, the player had received an update from the casino that her withdrawal had been cancelled due to a system error. Despite this, she confirmed that she had played without a bonus and that KYC verification had not been required. The casino then informed her that they had requested two manual withdrawals for her, totaling 1000 EUR. After three weeks, the player had finally received her money and the complaint had been marked as 'RESOLVED'.
Frumzi Casino - Player experiences delayed payout.
Amount: €1,000
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
3 weeks ago
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1 month ago
Translation
Good Day
I've been waiting for my payout from this casino for a week now.
I was told it would take 3 to 5 business days. I've taken screenshots of my transactions.
The money should have been in my account by today at the latest.
The casino keeps repeating the same thing - there are delays
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1 month ago
Dear Alineb1991,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before?
Thank you in advance for your reply.
Best regards,
Kristina
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1 month ago
Translation
Hello, I requested the payout on Sunday March 17th. I was told the money will be in my account on Wednesday. To this day I don't have the money. Emails are not responded to. I have all the proofs via screenshot that it will be 100% paid out 3 days later. I was blocked from customer chat. Please contact the casino. 
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1 month ago
Thank you for your reply, Alineb1991. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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1 month ago
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But I was told that the money would be there on Friday last week
The payment still hasn't been sent
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1 month ago
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To date, no money has arrived. Every time it is said that money is in its final phase
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1 month ago
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Good day. The casino canceled my withdrawal due to a system error. I'm desperate. Please help me
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1 month ago
Thank you for the update. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
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1 month ago
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Good day. Verification is not required. The money keeps coming back because of the system error. Played without a bonus
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4 weeks ago
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Your request (14057878) has been updated. Reply to this email to add additional comments.
Nico (Frumzi)
Apr 1, 2024, 12:58 EEST
Hello Aline,
Thank you for contacting our customer service.
We would like to inform you that we have requested 2 manual withdrawals for you in the amount of 500 EUR, i.e. 1000 EUR in total and you will be informed about this by the finance department.
If you have any further questions, please contact us by email support@frumzi756723.com or via live chat.
Best regards,
Customer service
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3 weeks ago
Thank you very much, Alineb1991, for your cooperation. I will now transfer your complaint to my colleague Jakub (jakub.m@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.
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3 weeks ago
Hello Alineb1991,
I am Jakub and from now on, I will be taking care of your complaint.
Meanwhile, if there are any updates regarding your withdrawals, please let me know.
I would like to invite Frumzi Casino's representatives to join this discussion in order to resolve this issue.
Dear Frumzi Casino,
Could you please provide an update on the status of the player's withdrawal request?
Best Wishes,
Jakub
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3 weeks ago
Translation
Good day. The money arrived after 3 weeks. The case is closed. Thank you very much
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3 weeks ago
Dear Alineb1991,
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 patience, 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,
Jakub
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