The player from Italy had a pending withdrawal request for 400€, which had not been processed after 6 days, despite assurances from customer service that it typically took 3-5 days. We acknowledged the issue but noted that delays could occur due to KYC verification or high volumes of withdrawal requests. After the player failed to provide any follow-ups, we closed the complaint.
Frumzi Casino - Player's withdrawal is delayed.
Amount: €400
Frumzi Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
Public
Public
3 weeks ago
Translation
I made a withdrawal request, but after 6 days, it is still pending despite being repeatedly told by customer service that the payment is processed in 3-5 days. They currently say they have a lot of requests. I fear they do not want to pay out the 400 winnings.
Automatic translation:
Public
Public
3 weeks ago
Dear antoniodiana103,
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
