HomeComplaintsFrumzi Casino - Player's withdrawal delayed due to processing issues.

Frumzi Casino - Player's withdrawal delayed due to processing issues.

Amount: €465

Frumzi Casino
Safety Index:High
Submitted: 03 Jun 2024 | Case closed : 14 Jun 2024
Case closed Our verdict

Other

REJECTED

Case summary

5 months ago

The player from Greece had submitted a withdrawal request on 5/17, which was canceled after 10 days without a payment request being made by the company. A new withdrawal request on 5/27 remained unprocessed due to high volume, with updates only advising patience. The Complaints Team determined that since the player eventually played and lost the funds, there was no action that could be taken to recover the lost winnings, and the complaint was closed.

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5 months ago
Translation

I requested a withdrawal on 5/17 and it was canceled after 10 days. The bank informed me that no payment request was ever made by the company. I made a new withdrawal request on 5/27 and it still hasn't been processed due to the high volume of withdrawals. The only updates I receive are to be patient and that the processing is in its final stage.

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5 months ago

Dear eirhnhkiato1,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Could you please advise if your account has been fully verified?
  • Have you made any successful withdrawals from the casino in the past? 
  • Has the casino provided any explanation as to why your first withdrawal attempt was canceled?

Looking forward to hearing from you.

Best regards,

Tomas

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5 months ago
Translation

1)No verification required says my account.

2) I have made small withdrawals in the past successfully.

3) He has not responded to cancel the withdrawal, even though I have asked countless times for the proof of remittance.

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5 months ago
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They keep telling me I will get my money soon. Unacceptable what is happening.

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5 months ago

Could you please share a screenshot of your withdrawal request?

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5 months ago
Translation

of photos as many as you want and the money still hasn't been credited even though it was processed on Wednesday, as for the proof of transfer that I've asked countless times they don't send it to me.

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5 months ago
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The withdrawal I made again was canceled and I can't even make a new withdrawal. I have to bet x1. Just tragic.

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5 months ago

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5 months ago
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I would like you to tell me what to do, because I can't find a solution with the live chat

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5 months ago
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I forced bets and managed to withdraw for the 3rd time. You do not suffer from this situation

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5 months ago

file

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5 months ago

Thank you very much, eirhnhkiato1, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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5 months ago

Dear eirhnhkiato1, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Frumzi Casino representative to join this conversation. 

Dear Frumzi Casino, could you please provide more information about this case? 

Looking forward to your reply.

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5 months ago

Dear Katarina, 


Thank you for contacting us. 


We would like to inform you that the withdrawal was successfully paid and then the account was closed on customer's request. Therefore, the complaint has been resolved by us. 


Thank you for understanding. 


Best Regards, 

Customer Service 

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5 months ago
Translation

No withdrawal completed, I can't listen to lies. I played the money because it was never credited.

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5 months ago

Dear Frumzi Casino,

thank you for your reply.

Dear eirhnhkiato1, 

do I understand correctly that you played all of your funds and therefore no withdrawal was processed, please?

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5 months ago
Translation

Exactly because I waited 25 days for a withdrawal that never happened.

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5 months ago

Dear eirhnhkiato1,

sadly, since you have lost your winning, I am afraid, there is not much we can do for you. The player is responsible for the account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time. 

I will now reject this complaint.

Edited by a Casino Guru admin
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