The player from Greece had reported receiving vague responses about a delayed payment and had sought assistance in finalizing the transaction. We had advised the player that withdrawal processing could take a few days or weeks, possibly due to incomplete KYC verification or a high volume of withdrawal requests. We had asked the player to wait at least 14 days after requesting the withdrawal before submitting a complaint. However, the player had failed to respond to our messages and queries within the extended 7-day timeframe, leading us to reject the complaint due to lack of communication. Although we could not proceed with an investigation or provide potential solutions, we remained open to assisting the player if they chose to resume communication.
Frumzi Casino - Player's withdrawal is delayed.
Amount: €35
Frumzi Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
From 11/03, I have been sending them a message every day only to receive the same copy-paste replies. I merely want my payment to be finalized, which I have been waiting for. Since I can't seem to get through to them via live chat, I decided to write here in hopes of getting better assistance.
Dear marioszani10,
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
Dear marioszani10,
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.
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.
