The player from Spain had a pending withdrawal of 300€ that remained unpaid after 8 days despite multiple inquiries with customer service, which only stated that the request was in the queue. The player ultimately canceled the withdrawal, gambled the amount, and closed his account due to frustration with the withdrawal process. The Complaints Team acknowledged the situation and closed the complaint, expressing regret for not being able to assist further.
Frumzi Casino - Player's withdrawal is delayed.
Amount: €300
Frumzi Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
2 weeks ago
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3 weeks ago
Translation
I have a pending withdrawal of 300€. I have spoken with customer service several times, and they tell me that my withdrawal is in the queue, but after 8 days, they still haven't paid.
Automatic translation:
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3 weeks ago
Dear Voltereta73,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
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3 weeks ago
Translation
Good morning, regarding this pending withdrawal of €300, I would just like to add that when it comes to depositing everything is easy, but when it comes to withdrawing it seems that things get complicated. I am very relaxed because the deposit was made with my card and I have no problem sending them any document they need. This type of delay has not happened to me at any other casino.
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3 weeks ago
Thank you for your reply, Voltereta73. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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2 weeks ago
Translation
Regarding this case, in the end they got their way, I cancelled my withdrawal, I gambled the €300 and then I closed my account at Frumzi, it is a real shame that they let this type of casino operate when it is practically impossible to withdraw. Thank you all. Best regards
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2 weeks ago
I am sorry to hear that. Since you've lost your winnings and closed your account, I have no other option but to close this complaint. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
