The player from Germany has been attempting to withdraw winnings for over a month, but the funds are repeatedly returned to her game account without explanation. Despite contacting support multiple times, the issue remains unresolved.
Frumzi Casino - Player's withdrawal is delayed repeatedly.
Amount: €17,500
Frumzi Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
6d 18h 16m 58s
Case summary
5 hours ago
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2 weeks ago
Translation
I keep trying to withdraw my winnings, but the money is always returned to my game account without any reason or resolution. Every time I contact support, it doesn't help because it ends up being the same issue. I've tried more than 5 times already, and each time without success.
Automatic translation:
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2 weeks ago
Dear K_kdk,
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.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
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2 weeks ago
Translation
Hello Kristina,
No, I have never received a withdrawal on my bank account. I have tried to withdraw several times using various withdrawal methods, but to no avail. I have tried to contact the bank five times, and five times I received confirmation of the "Withdrawal Completed" email. After about 4-5 working days, the money was not in the bank account but in the gaming account. No one from the live chat is helping me with this problem. Now they are telling me that I have to bet what I have "deposited" again in order to make a new withdrawal. So I have to gamble away the money that they transferred back to me. Regarding the KYC verification, I was always told "If it is needed, we will inform you and a message for verification will then appear on your account" or "As I see it, we do not need any verification from you at the moment. So the money should appear in your bank account soon". And every time I asked if I could verify myself, I was told that I did not need it at the moment. I won the money without an active bonus. But by buying free spins multiple times with "real money". What happens next?
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1 week ago
Thank you for your reply, K_kdk. Could you please post a screenshot of your withdrawal history here in this thread?
Do I understand correctly that you currently have €17,500 (dispute value) in your casino account?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 week ago
Translation
Hello Kristina, here are my withdrawal histories. As you can see, the withdrawals worked, but it was always transferred back as "cash", i.e. as a deposit. I have often asked why this happened several times and I was always told "Unfortunately, I am not part of the finance department and cannot tell you why this happened. But I will send the department an email and tell them to take care of it as quickly as possible. You will get your money soon". I have not received any response or suggestions for solving my problem. The exact amount of money involved can be seen on the screenshots. I have sent you screenshots of the conversation with the casino by email.
Edited
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3 days ago
Thank you very much, K_kdk, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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13 hours ago
Hello K_kdk,
I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.
We would like to invite Frumzi Casino to join the conversation.
Dear Frumzi Casino,
I would appreciate your clarification regarding the current situation. Could you explain why the player's withdrawals have not been reflected in the player's bank account? Are there any issues with your payment provider that we should be aware of?
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6 hours ago
Dear K_kdk
Thank you for contacting us.
Kindly be informed that we had investigated the issue and it looks like the withdrawals are keep getting canceled by the payment provider , after checking with the payment provider we had seen that the withdrawal method that you are trying to use is blocked by them and this is why the withdrawals are keep getting canceled.
Unfortunately this is not something that we can influence , so we would kindly ask you to try another withdrawal method .
Best Regards
Frumzi Team
Casino Guru is examining the case
