The player from Greece experienced a delay in processing a withdrawal request made on July 1, 2024. Despite multiple follow-ups via email and live chat, the player was repeatedly informed that the request was still under processing beyond the stated 3-day timeline provided by the casino. We extended the waiting period multiple times to allow the casino to process the payment. However, due to the player's lack of response to our messages and questions, the complaint was rejected.
Frumzi Casino - Player’s withdrawal has been delayed.
Amount: €80
Frumzi Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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4 months ago
Translation
Good morning, my name is goulas a****** and my email is Go****** 74@outlook.com.gr . I wanted to ask for your help regarding the withdrawal that I requested on July 1, 2024 and I still haven't seen any movement on my account. I have emailed them and haven't heard back yet. Also in live communication they tell me that it is still being processed by their financial department, be patient a little more, that due to their many withdrawals it will take more time to approve the withdrawal. While the instructions say up to 3 days. You know it's very important to me and all this is very soul-destroying for me. So I want your valuable help. Thank you in advance.
Edited by a Casino Guru admin
Automatic translation:
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4 months ago
Dear antoniosgoulas74,
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,
Petronela
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4 months ago
Translation
Thank you very much for your information, but this company does not request data verification for withdrawal amounts below 500 euros. First time I encounter such a problem. I think that the company should inform its customers more quickly and directly about the time of submission of withdrawals and not write up to 3 days on its marquee. We are not argumentative.
Edited
Automatic translation:
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4 months ago
I fully understand your frustration, antoniosgoulas74. However, I will set the timer for additional 6 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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4 months ago
Dear antoniosgoulas74,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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4 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
