The player from Italy faced repeated automatic cancellations of their withdrawal requests, which caused frustration and extended waiting periods for their funds. Despite previous complaints and assurances from the casino, the issue persisted. The Complaints Team intervened, and the player's withdrawals were eventually processed successfully. The complaint was marked as resolved after confirming the funds had been received.
Frumzi Casino - Player's withdrawal is being delayed.
Amount: €800
Frumzi Casino
Safety Index:HighSafety Index
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8.9
Frumzi Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
This is the second time my withdrawal has been automatically canceled while I'm asleep, forcing me to make the request again, which extends the waiting time for my money. I've already complained about this situation, and they assured me everything was fine, but it happened again!!!
Automatic translation:
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1 month ago
Dear yuliiademiniatsa,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Do you have a pending withdrawal in your casino account?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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1 month ago
Translation
this morning i received this email from casino. I wait for the last time for the withdrawal to be completed otherwise i will update you on the continuation. Anyway yes, i had already passed the KYC verification and i had accumulated the winnings without any active bonus.
Automatic translation:
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1 month ago
Dear yuliiademiniatsa, has your withdrawal request been approved?
If so, have you received the money?
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1 month ago
Translation
Yes the withdrawals were finally processed.
Automatic translation:
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3 weeks ago
Dear yuliiademiniatsa,
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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3 weeks ago
Dear yuliiademiniatsa,
Based on your latest response, we will now mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
