Frumzi Casino - Player’s withdrawal is delayed.

I have been waiting for 9 days for the payment of my winnings from this casino.

I have contacted customer support several times, and the responses are always the same.

Automated and vague replies.

Dear andrea39zandrea,

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

My account doesn't need verification.

I think it's an abuse of the casino.

In addition to having miserable customer support

Thank you very much, andrea39zandrea, for providing all the necessary information. I will now transfer your complaint to my colleague, Romi (romana.r@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear andrea39zandrea,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Frumzi Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Frumzi Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best Regards,

Romi

Thank you. The first withdrawal is from the 25th, and the rest from the 26th and 27th.

So they're all overdue.

It's a lack of respect from the casino for its users

Good morning

The first withdrawal from November 25th was processed today

Dear andrea39zandrea,

Could you please inform us whether you have received the rest of the money?

Thank you in advance.

Best regards,

Romi

Yes, they've already been paid.

In the meantime, I've canceled my casino account.

Thank you, andrea39zandrea, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi