The player from Greece had been waiting for a withdrawal since 31/07/2024. The casino had not requested verification or mentioned any bonus issues, only providing repeated apologies without resolution. After further communication, the withdrawal was successfully processed, and the player received her winnings. The complaint had been marked as resolved.
Frumzi Casino - Player’s withdrawal has been delayed.
Amount: €400
Frumzi Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
Since 31/07/2024, I have been waiting for my withdrawal funds to be deposited. They haven't asked me for verification nor did I play with a bonus. They always respond by apologizing for the inconvenience and saying it will be resolved, but I am still waiting.
Please help me.
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4 months ago
Dear Zoi1996,
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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4 months ago
Translation
We are at 9 days and they are still apologizing, I still haven't received my money. Why should I wait 14 days? If I had known it would take so long I wouldn't have filed. I asked them to verify my account but they said it's not necessary! I show you their answers.
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4 months ago
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Also let me tell you that the withdrawal has not been processed. They didn't even care to rush me because I've been waiting for so many days. My payment will definitely be delayed as my withdrawal request is still being processed. It is unacceptable. Please notify the casino representative. It will come on Saturday and Sunday and no payment will be made. Please HELP ME. It is impermissible
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4 months ago
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The withdrawal was made, I received the money! Issue resolved
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4 months ago
Dear Zoi1996,
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,
Tomas
Casino.Guru
