The player from Greece had been waiting for a withdrawal for less than two weeks. Unfortunately, his payout hadn't been received at that time. The Complaints Team had advised the player that withdrawal processing could take up to two weeks due to possible KYC verification or high withdrawal request volume. They had encouraged the player to be patient and cooperate fully with the casino. Later, the player confirmed that he had received his withdrawal. Consequently, we had marked the complaint as resolved.
Frumzi Casino - Player’s winnings haven’t been received yet.
Amount: €150
Frumzi Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
Good evening, I played at Frumzi Casino using my own money. I made a withdrawal of 150€ on 27/4/2024. Although the casino states that withdrawals to cards take 1-3 days, it's been 20 days now. Whenever I speak to customer service, they assure me not to worry and mention some delay. It's the same thing every day. Can you help me?
Automatic translation:
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6 months ago
Dear zankerak0sre,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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6 months ago
Translation
The withdrawal has been made, thank you very much
Automatic translation:
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6 months ago
Dear zankerak0sre,
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
