The player from Germany had not received a payout from the casino since November 25, 2024, and there had been no processing of the withdrawal as of November 29, 2024. The player expressed concerns about the legality and reliability of the casino after being informed that the withdrawal would take longer. However, the issue was resolved when the casino processed the payout on December 1, 2024, taking about a week. The Complaints Team marked the complaint as 'resolved' after confirming the outcome with the player.
Frumzi Casino - Player's payout is delayed.
Amount: €100
Frumzi Casino
Safety Index:HighSafety Index
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8.9
Frumzi Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
Public
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2 weeks ago
The Casino doesn't Pay out since the 25.11.24
Today is the 29.11.24 and still no process.
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2 weeks ago
Hello Stardust,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Frumzi Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
Public
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2 weeks ago
Translation
Verification is not necessary at the moment. The winnings were only achieved with real money as I NEVER use bonus money because I am aware that the requirements can never be mathematically achieved.
The last time I spoke to the casino was on November 28th and they just said it would take longer, we're sorry, etc. etc. and that they would then forward it.
I strongly doubt the legality and reliability of this casino.
Automatic translation:
Public
Public
1 week ago
Hello Stardust,
As advised above, withdrawals may take up to 14 days to be processed. If it's been less, I can only advise to wait.
Please let us know in case it would take longer or in case of any update.
Regards,
Nick
Public
Public
1 week ago
Translation
The casino paid on Sunday, December 1, 2024, so it took about a week.
Automatic translation:
Public
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1 week ago
Dear Stardust,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
