Frumzi Casino - Player's deposit has not been processed.

The casino wantedly delays the deposits .

I provides the screenshot and utr number for 10,000 inr deposit which I made . I even offered to provide bank statement . Which they never asked and wantedly are wasting time saying they never received the payment.its a complete lie and they are going to add the funds after casino guru helping me

Dear kiran1463,

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 that takes approximately one month. In these cases, the 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.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Yes yes ia already contacted the bank representatives and they said that transaction was successful. And they even said that I would be refunded if a transfer fails within 24 hours as it's a payments Bank.

The casino never asked my bank statement and said that they never recieved my deposit.i insisted to take the bank statement too .

I used upi method for India , it still is showing to transfer the money to same upi id i transfered 2 days ago . I gave them the screenshot sating every detail including the upi id and payment number.

Yes it's my first deposit.

Thank you for your reply, kiran1463. In order to proceed with this complaint I will need this information:

• communication between you and your bank/payment provider
• communication between you and the casino regarding this issue
• screenshot of your deposit/cashier history (you should be able to find it in your casino account)

You can post everything here in this thread or forward it to my email address - kristina.s@casino.guru. Thank you very much for your cooperation.

Got the funds. But they made me wait till 4-5 days . They even said that they never recieved any funds .

I insisted and sent the bank statement myself.

I had to chat to 30-40 agents to get it escalated and till now didn't get any reply via mail from the casino since 5 days not a single reply.

Anyhow thank you casinoguru

Dear kiran1463,

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