The player from Italy faces issues with a rejected deposit made on November 26, as the funds were deducted from his account but have not been refunded. Despite multiple contacts with support and assurances of a refund within specified timeframes, he has received no updates after a week and a half.
Frumzi Casino - Player's deposit has been delayed.
Amount: €50
Frumzi Casino
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Case opened
Current status
Waiting for player to reply
5d 6h 17m 18s
Case summary
2 days ago
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2 weeks ago
Translation
On November 26, I made a deposit which was rejected by the site, yet the money was deducted from my account. I contacted support, and they kept reassuring me that the money would be refunded within 48 hours, then within 96 hours, and so on, but nothing happened. I sent emails with screenshots and statements showing proof of my payment, and it’s been a week and a half without any news from the casino.
Automatic translation:
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2 weeks ago
Dear pistolaangelo2004,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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1 week ago
Dear pistolaangelo2004,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 week ago
Translation
Hi thanks for the reply, I'm still waiting for updates from the casino, they keep saying it takes time so I can't do anything but wait.
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2 days ago
Dear pistolaangelo2004,
Did you forward the payment confirmation from your provider to the casino as proof of deposit?
Have you been in touch with your payment provider too regarding this issue?
Additionally, please forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru.
Awaiting your response.
Regards,
Nick
pistolaangelo2004 has 5d 6h 17m 18s to reply
