The player from Portugal had been waiting for a withdrawal since the 4th of November and received repetitive responses indicating that the issue was with the financial department. The player confirmed he had never made a withdrawal before and that his profile did not require verification. The casino paid the player after 2 weeks, resolving the issue.
Frumzi Casino - Player experiences delayed withdrawal process.
Amount: €1,500
Frumzi Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 weeks ago
Public
Public
1 month ago
Translation
I've been waiting for my money since the 4th of this month. Their response is always the same, whether through email or chat; they always say they can't do anything, that it's up to the financial department.
Automatic translation:
Public
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1 month ago
Dear Joaoramos16,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
1 month ago
Translation
I've never made a withdrawal.
Supposedly, it says my profile doesn't need verification.
And no, it wasn't with any bonus, it was with money I deposited.
Automatic translation:
Public
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4 weeks ago
Dear Joaoramos16,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
