Frumzi Casino - Player’s winnings are delayed due to technical issues.

On 09/27/24, I played the game Monopoly Big Baller at the casino. By luck, I triggered the bonus round with 5 rolls. However, when the round ended, the winnings were not credited to my account. I immediately contacted the game’s support, and they mentioned there was a technical error and provided me with a ticket. After 3 days, I inquired at Frumzi about the status of the ticket. Since then, it has been a nightmare. They confirmed the ticket was received but mentioned my player number was missing. I searched through my records, found the number, and sent it. Then, they asked for the date and time, which I provided as well. I was told to wait for an email from the relevant department. After another 2 days with no email, I reached out to the chat again. This time, they claimed I hadn't sent the correct bet ID. I checked the history and found two IDs that matched the time and stake. Again, the same response: the responsible department would contact me shortly via email. I've been waiting for a week now. Every time it's the same blah blah, claiming they are trying to resolve it quickly. It's frustrating; why even have these tickets? It seems like they're hoping the customer will get tired of asking. I'm very disappointed. I've been playing at this casino for some time without any issues until now.

Dear VaniGeo5,

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.

Could you please forward any relevant communication along with your game history in Excel format to dominika.l@casino.guru? Please advise us of the exact time of the incident.

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,

Dominika

So it was on 27.09.24 utc 21:34:35 which was also my player number. I'll be happy to send you anything relevant. From the ticket for the technical problem to the betting id frumzi

Frumzi bet on two because I can only guess which one it was because the win was not registered

Dear VaniGeo5, have you requested your game history in Excel format from the casino?

Has the casino reached out to you via email as promised?

Hello, no, still no news on request, still the same bla bla, in a short time, as soon as possible via email, nothing is happening. I am constantly in this support chat and just can't get any further