The player from Poland had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The issue was resolved after the casino processed the payment, which had initially disappeared from the system. The player confirmed receipt of the winnings, leading to the closure of the complaint by the Complaints Team.
Frumzi Casino - Player’s winnings haven’t been received yet.
Amount: 4,000 zł
Frumzi Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
The casino did not withdraw the money within the declared time of 3 days from the date of the withdrawal request. The payments have not been made to this day. You can still cancel them. Nothing is happening to them. On livechat I hear the same stories about being processed etc.
Public
Public
2 months ago
Dear aniazaczek11,
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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2 months ago
On August 24, 2024, the payment disappeared and is not visible in the system and is not in the history. I did not receive confirmation of payment by e-mail. Support is investigating the matter. Pathetic
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2 months ago
The agent wrote a lie, as usual. It's supposed to be a problem on the part of the payment provider (it's a pity that these problems always concern withdrawals and not deposits in casinos like this) and that it will take another 3 business days. So their 3 days will turn into 2 weeks. Great!!!
Public
Public
2 months ago
Dear aniazaczek11,
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
