The player from Germany had been waiting for a payout from an online casino for over 8 days, despite multiple attempts to contact customer service. After he contacted the Complaints Team, he was advised to wait at least 14 days after requesting the withdrawal before submitting a complaint. After 15 days, the player still hadn't received his winnings. The Complaints Team then invited the casino to participate in the resolution of the complaint. The casino explained that the delay was due to bank holidays and an update of the payment providers, and confirmed that the withdrawal had now been correctly paid. The player confirmed receipt of his winnings and the complaint was marked as 'resolved'.
Frumzi Casino - Player's withdrawal has been delayed.
Amount: €3,000
Frumzi Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
For over 8 days now, I've been waiting for a payout, but I haven't received any money yet. Every time I ask customer service about this, they just keep apologizing.
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7 months ago
Dear nevero1989,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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7 months ago
Translation
Thank you for your message. I will report back in the coming days. Yesterday I asked if my details were correct. Customer service confirmed that everything was fine. Unfortunately, I still haven't received my winnings. 
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7 months ago
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15 days have now passed and unfortunately I have not received a payout yet 😕 
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7 months ago
Thank you very much, nevero1989, for providing the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@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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7 months ago
Translation
Thank you very much, songs still haven't received a payout today!!
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7 months ago
Translation
I would like to take legal action against Casino Frumizi. I've been waiting longer than normal and no customer service can help me and they always give me the same answer, so I'm asking for help.
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7 months ago
Hello nevero1989,
This is Jakub and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Frumzi Casino to join the conversation and participate in the resolution of this complaint.
Dear Frumzi Casino,
Can you please provide an update on the status of the player's withdrawal request?
Best wishes,
Jakub
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7 months ago
Translation
Unfortunately I haven't received a payout yet. I contacted customer service today and they keep apologizing but they don't handle the finance department. Nevertheless, my request has not yet been processed to this day.
Please help!
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7 months ago
Dear Customer,
Thank you for reaching out to us.
We are sorry that your experience was not positive and for the delay in your withdrawal, due to bank holidays and an update of the payment providers during the same period, we fully understand the inconvenience caused.
We can, however, confirm that your withdrawal has now been correctly paid and credited to the payment method you selected. Please expect the funds to arrive at your account shortly.
We hope this clarifies the matter.
Best regards,
Frumzi Casino
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7 months ago
Dear Frumzi Casino,
Thank you very much for providing information and for your cooperation.
Dear nevero1989,
Could you please confirm that your withdrawal has been successfully completed?
Thank you in advance!
Best wishes,
Jakub
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7 months ago
Translation
Thank you very much! I finally received my winnings today! I will withdraw another 1500 euros today and hope that the processing will be quicker this time.
Best regards,
Thank you very much Casino Guru for your efforts!!
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7 months ago
Dear nevero1989,
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 wishes,
Jakub
