HomeComplaintsFrumzi Casino - Player's withdrawal is delayed repeatedly.

Frumzi Casino - Player's withdrawal is delayed repeatedly.

Amount: €17,500

Frumzi Casino
Submitted: 30 Oct 2024
Case opened Current status

Waiting for player to reply

6d 8h 0m 35s

Case summary

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.

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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.

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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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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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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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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.






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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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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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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

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But I can't use any other withdrawal method because I've only deposited with this one. And the live chat kept telling me to make bank transfers to avoid problems or to make the withdrawal with the same method I deposited with, which I only did with the bank transfer. And I can't make further withdrawals now because I'm "forced" to gamble away the money I sent back, which was apparently "deposited" but which I didn't do; it was sent back to my gaming account, and only then can I make a new withdrawal. I've contacted my bank several times and they confirmed to me that it's not my bank's fault and that they don't block deposits into my account or anything like that. The problem clearly lies with you. I want a solution to the problem so that my money is in my bank account.

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Dear K_kdk ,


As we mentioned before, payment provider is declining your bank and we cannot influence this , only way for you to withdrawal is to use another method.


Kindly use another card or another method that you have to withdrawal.


Best Regards

Frumzi Team

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I've done that several times. Nothing happened.

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Please explain to me why my bank is rejected

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Why doesn't the casino respond to the rest of what I wrote? Instead they tell me what I've heard 100 times from live support and the casino doesn't offer any other solutions apart from what I've already tried several times. I feel like I'm being ripped off. I've been trying the same thing for weeks and I keep hearing the same excuse from the casino. Apparently my bank is blocked by the payment provider. So the deposits to my gaming account were ready in a minute and the money was directly in the casino without any problems, but when I withdraw you want to tell me that it doesn't work??? You just don't want to transfer the money to me and cancel it every time just so that I'm tempted to gamble it away again. And after several withdrawal attempts you saw that I wasn't even playing with the money anymore and that's why you gave me this "minimum deposit rollover X1". So that I'm FORCED to gamble away the money that "I" apparently "deposited". Only then can I make a new withdrawal. Please Casino Guru help me to resolve my issue successfully so that I have my money in my bank account.

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Dear K_kdk,

I understand your frustration. I kindly ask you to not continue to play with your money at the moment. Although I do acknowledge that some banks do not support receiving money from gambling establishments, there has to be another option offered by the casino to transfer the money to you. Do you have any other bank account, e-wallet (Skrill, Jeton, Neteller, etc.), or crypto wallet where the casino team would be able to disburse the funds?


Dear Frumzi Casino,  

Could you please provide information on alternative payment options available for players to receive their winnings? Furthermore, considering that the winnings are now considered "real" money, I believe it would be reasonable not to impose any additional wagering requirements on the player. The challenges with their bank not accepting the withdrawal were not due to any fault of the player, and it can be quite difficult to predict such banking issues. I am confident that we can work together to ensure the player receives their winnings without further wagering obligations.

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Yes, I have a second bank account. I could easily give the online casino my transfer details so that they can transfer the money to me manually. And I haven't used the money for several weeks. That's exactly why I was blocked from making withdrawals because that's exactly what the casino is trying to do. The main thing is to lose the money. So my bank hasn't blocked any kind of transfer. And my bank has assured me that the casino money is NOT blocked by my bank and that they don't reject these transfers either. If it's as the casino says, then I want to see that the casino tried to transfer the money to me. I'm using the request made by my lawyer and requesting an investigation from the casino. Where you can track when and how often attempts were made to transfer the money.

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I can also create a crypto wallet if nothing else helps. But I prefer the bank connection.


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Dear all,


Kindly note that customer can check his withdrawal menu and see what other withdrawal options are available for him and to try to use one of them. If the customer can see crypto option we would kindly suggest him to use it.



Best Regards

Frumzi Team

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1. You told me you would transfer it to me manually, the support said to me

2. Removed "Rollover X1" for me so that I can make new withdrawals.

It's a disgrace that you don't just transfer the money manually. Then the problem is solved. I've also tried so many withdrawal options in the past, but nothing ever works for you.

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Casino Guru, please help me. If necessary, even with stricter measures for the casino. The casino keeps refusing and blames every problem on me instead of keeping it simple and straightforward. I've run out of patience. This isn't about a few hundred euros.

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I'm demanding proof of transfer from the casino. So that we can see whether they really tried to transfer the money. Otherwise I see no way out and will get a lawyer involved. It's unacceptable that this problem hasn't been resolved after 2 months and we've been getting the same answer from the casino since day one.

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Dear Frumzi Casino,

The player has indicated that they have explored multiple options without success. They noted that manual payment processing should have been conducted by you, yet this too did not yield a positive outcome. Could you please clarify the reasons behind this?

The player is willing to provide details for their alternative bank account to explore this option. However, given the challenges faced with the previous bank transfer, there may be apprehensions regarding the likelihood of success with this method as well. Anyway, I guess we will not know until it's tried.

Furthermore, would it be possible for you to facilitate a manual payment to the player's crypto wallet or e-wallet once they have established one?

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The casino should either remove my "Rollover X1" so that I can make a withdrawal or transfer it manually to my crypto wallet.

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Can the casino also answer? Please transfer it to me manually. I will give you my details for the transfer. The main thing is that the money is in my account. The problem has not been solved for months and you are not taking care of it.

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Dear K_kdk


Thank you for your patience.


We would kindly ask you to send us alternative bank details ,we cannot make manual withdrawal to IBAN *****11000 .


Please send us alternative bank details or crypto address on email.


Best Regards

Frumzi Team

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Which email? Should I write something as an attachment so you know what it is?


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Dear K_kdk


Kindly send us your details at support@frumzi.com and just specify that is for manual withdrawal thank you .


Best Regards

Frumzi Team

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But every time I've sent one, you never write back, but I'll try again. Just reply this time and please take care of it.

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Thank you for your responses, Frumzi Team.

I have my fingers crossed that the payment to the alternative bank account will be processed swiftly and successfully. Please let us know once the payment has been disbursed from your side.

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I have now sent everything to the casino as they requested. I am waiting for a positive response.

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Dear K_kdk


Kindly be informed that manual withdrawal was made and it is currently in processing by relevant department.


Best Regards

Frumzi Team

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OK, I'll wait. But I want everything to be transferred manually. Not just the €800.

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The money was canceled again. I gave my crypto address to the casino so that the money could be transferred to the crypto wallet. Please transfer all my money to the crypto address I sent.

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I also gave my Skrill details for the transfer. I am currently waiting for a response from the casino.

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Can the casino please take care of my issue. I still don't have the money.

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Dear K_kdk


Kindly note that we are checking with relevant department regarding your withdrawal and would get back to you as soon as we have any news from them.


Best Regards

Frumzi Team

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I've given you everything you need, but nothing has come from you. Send me the money I've been waiting for for months.


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Thank you all for your responses.


Dear Frumzi Team,

I understand that certain processes require time and that unforeseen complications can sometimes arise, which may not always be within your direct control. However, a considerable amount of time has now passed, and the player has yet to receive their winnings. This delay falls short of the high standards one would expect from a reputable and highly-rated casino like yours.

While I empathize with any challenges you may be facing, I believe that a more proactive, customer-focused approach would go a long way in addressing this situation. I kindly request that you prioritize this matter, and I remain hopeful and optimistic that the issue will be resolved soon.

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I've been waiting for the money for more than 3 months. They always say we'll take care of it. I've run out of patience.

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You can now transfer it to my Skrill account without any problems. I have given you everything you need. And no deposits will be rejected there like my bank apparently did.

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I have now written to the casino and even created a special link for them to transfer my money with the exact amount. You have all my data and everything else you have always asked for. Now finally transfer the money. I have run out of patience with you. I have been arguing with you for months.

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The casino doesn't respond to my emails at all. They don't care about my problem. Every request I make is ignored. I'm desperate and want my money. I'VE BEEN WAITING FOR MONTHS!

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Dear Frumzi Team,

Can you please provide us with an update on why the player's winnings were still not disbursed?

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I gave two bank details, created a crypto wallet and a Skrill account and made everything available to the casino. I have been chasing the Frumzi team for MONTHS without success. I have not received any answers to my questions. They do ask for my transfer details but that is it. The casino has not given me anything else. No matter how often I ask something and no matter what transfer options I give. THE CASINO DOES NOTHING AND DOES NOT WANT TO GIVE ME THE MONEY THAT IS MY OWN. They use every excuse and when they have none left they simply do not answer at all. Frumzi team, I have run out of patience, I am desperate and at the same time angry at how bad your support is. Months go by and you cannot make a transfer. I would have expected more from a licensed casino. I want my money, which I have been discussing with you for months, TRANSFERRED IMMEDIATELY. Or do you have a new excuse? I am excited to see what you come up with this time. Because there really shouldn't be any more. You have everything from me. EVERYTHING! You don't need anything to transfer, you just don't do it, in the hope that I'll lose the money.

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Dear K_kdk


Kindly note that your last withdrawal had failed due to the fact that you did not provided destination tag alongside the wallet of your crypto address you had provided.


Please note that 3x800 euro withdrawals had been issued to your Skrill wallet you had provided and they should be with you very soon.


Kindly be informed that all withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of your account level.


As per now you are account level 3 and you can withdrawal 800 euro maximum per 24 hours with 3 active withdrawals at the same time.


We hope this clarify the situation for you.


Best Regards

Frumzi Team

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I want all the money transferred. Only then will I rest. I'm waiting now.

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Why was 1 withdrawal cancelled?

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Can the casino please make sure that they continue to make further withdrawals after one is in process, so that I don't always have to keep chasing after it.

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My money was sent back. I don't know why it didn't work again. This is the fourth time and there are no more withdrawal options that I could try because I've already tried every one. Frumzi team, I'm excited to hear your new excuse as to why it didn't work again. It's disgraceful how poorly a licensed casino looks after its players. How can you not make a withdrawal for months? I really don't have the words for something like this.

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Dear Casino Guru team, please help me resolve this matter so that I can finally get my money back that I have been waiting for for MONTHS.

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Dear K_kdk,

I fully understand your frustration. Please rest assured that I am actively overseeing your case and maintaining communication with the Frumzi team beyond this discussion. I have already requested information as to why even the latest payments were not successful. It is indeed an unusual situation. I am here to support you until your winnings are successfully disbursed. I am currently awaiting additional information from the Frumzi team.

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Frumzi team, you can finally take care of the payout. And also participate in the chat.

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The casino doesn't respond to my emails and doesn't take care of my withdrawals. I'm desperate and don't know what to do. No matter how often I write to them, nothing happens and the live support always says they'll take care of it but absolutely nothing happens.

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Dear K_kdk,


We would kindly request to provide us your crypto wallet details requested via mail in order to proceed manually with your payment.


Thank you for your cooperation.


Kind Regards,

Frumzi Casino Team

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1. I have already given you my crypto wallet and the QR code for quick transfers.

2. Why doesn't it work with Skrill? What is your new excuse now? Is Skrill now rejected for you too, as well as my two different bank details? I want screenshots of the attempted transfers and an explanation of why you can't do it for the tenth time.

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Dear Casino Guru team, I don't understand anything anymore. Our questions are no longer answered and they just repeat themselves and don't give any information about why it doesn't work again. That's what we've come to expect from them, otherwise I wouldn't be here. I've already sent the Frumzi team 3 screenshots.

1 time I accidentally sent the wrong one.

1 time I sent the right one.

Once they even received a QR code from me to quickly transfer money to my wallet or to my crypto.

And now we're back to square one with the Frumzi team. Because they can't give any information as to why it hasn't worked for the tenth time, almost every question is ignored, every withdrawal option doesn't seem to work for them. But when making deposits, everything works without a problem. Deposits work in 2 minutes, but withdrawals haven't even worked using five different methods for over three months. Frumzi team, the quicker you transfer the money to me, the quicker you'll get out of this bad light. Everyone can read these chats and if I'm already having problems like this with you, then I don't think you'll be able to generate many new customers. A highly respected online casino that can't even manage a withdrawal, using five different transfer options, and they don't even explain why it doesn't work. So do yourself a favor and just transfer it to me. You would have explained it to me if there were problems. But you cancel them yourself.

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Dear K_kdk,


Thank you for your patience.


Please be informed that in order for us to continue with your request you would have to verify you gaming account first so kindly go to your your account menu verification section and upload the requested documents.


Also kindly be informed that unfortunately Skrill is not available for Germany , in order to continue with your request after verification is complete we kindly ask you to send us on email your crypto address for BTC, DOGE or USDT and please specify which crypto you want exactly for.


Best Regards

Frumzi Casino Team

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I verified my account yesterday. And Skrill works here. You can even buy bank cards from them. So what exactly isn't working in Germany? Do you want screenshot proof that it works here? The app even has special settings for transferring money from online casinos as well as receiving money. So verify my account and transfer it to my Skrill account. You're really running out of excuses, aren't you?

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And you already have my QR code to transfer to Doge Coin. I want it on Doge Coin. You have everything you need. What more do you want!

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Dear K_kdk,


We are happy to informed that your gaming account is now verified , we would kindly advise you to reply to the email we had send you and provide your crypto address , kindly note that we need the full address and not a QR code and please specify the crypto you are providing , thank you in advance.


Best Regards

Frumzi Casino Team

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I have now given you my crypto address for Doge Coin. I have checked it several times and it is 100% correct. I and several other witnesses confirm this. Before the casino sends my money somewhere else or invents new excuses. Don't make any typos or anything like that, Frumzi!

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I repeat, it is 100% correct, so please copy it exactly as it is. Don't let the money end up somewhere else. Otherwise I'll get it back from you.

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Can Frumzi Casino please remove my "Rollover X1" so I can make withdrawals.

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Dear K_kdk,


We are pleased to inform you that your withdrawals are in process to be manually completed.


Thank you for your cooperation.


Best Regards

Frumzi Casino Team

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I am still waiting for all the money. Please do not close the case yet Casino Guru.

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Dear K_kdk,

Can you please confirm you have received all the funds?

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No, I still haven't. I've been waiting for the payment for 4 days. Please don't close the case yet.

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Dear K_kdk,

Sure, I will leave this case open until you receive the funds.


Dear Frumzi Casino Team,

Can you please let us know when the payment or payments will finally be dispatched from your side?

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I've been waiting for the payouts for several days. And the support just keeps repeating itself and doesn't help me.

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Dear all,


Kindly be informed that customer already have 8 complete withdrawals on our side ,also his last 3 withdrawals were canceled by him and requested again , we would kindly advise the customer not to cancel the withdrawals are request them again as the withdrawal processing starts again.


Best Regards

Frumzi Team

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The last withdrawal that I didn't cancel was 6 days ago. I was told 4 times by your support that you need 3 working days and today is the 6th day.

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Thank you for the clarification, Frumzi Team.


Dear K_kdk,

I once again empathize with your frustration concerning the various complications and delays related to your withdrawals, but please understand that any cancellation done by you only prolongs the overall process. I acknowledge that the standard time for the payment processing is by default approx 3 days, but as your withdrawals seem to need to be handled and approved manually, it sadly takes a bit longer, and any cancellations further prolong it. Kindly don't cancel any further withdrawals so that these can finally be paid to you as fast as possible.

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Ok, can the casino please tell me when I will receive the next payout? Or how long it might take?

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Dear K_kdk,


Please be informed that your withdrawals are complete and paid out on our side.


Best Regards

Frumzi Team

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Hello Frumzi

Yes, then I will continue with the withdrawals. But I am still waiting for my requested withdrawals.

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Dear all,

Thank you for your responses. I'm glad to see a positive progress.


Dear K_kdk,  

Could you kindly let me know the total amount that you are still expecting to receive?

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There are still over 13,500€ that I am waiting for

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Dear K_kdk,  

I appreciate your confirmation. I am optimistic that the casino team will handle your remaining withdrawal requests in the usual manner. I will continue to keep an eye on this situation for some time.

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Yes, I'm still waiting for the rest. Please don't close the case yet.

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I have been waiting for my payouts for over 8 days. Support just tells me to wait but they don't want to tell me the reason for the delay.

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Dear K_kdk,


Please be informed that your withdrawals are complete and paid out on our side.


Best Regards

Frumzi Team

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I'm waiting for the next payout

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Dear K_kdk,


Your withdrawal is in processing with relevant department.


Best Regards

Frumzi Team

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I have been waiting for the payouts for 8 days. The last payouts always took over a week. The casino doesn't tell me why they always take so long. They always say that it takes 3 working days, but this time frame has only been met once so far.

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I've been waiting for my money for 10 days and the support isn't helping me at all. Frumzi team, what's going on?

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Dear Frumzi Team,  

Could you kindly clarify the reasons for the delay in processing player withdrawals, as they seem to very often exceed the standard processing times?

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I have been waiting for 14 days and the money has still not been paid out. The casino's 3 working day processing time is just an empty promise to the players. They only stuck to the promise of processing the first payout within 3 working days. Since then I have always waited at least 7 days.

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I received the withdrawal. Can the casino please explain the reason for the delay?

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Dear all


We would like to confirm that all 3 of your withdrawals had been completed and paid out , please note that it is not in our interest to leave our customers unsatisfied with our website. We are trying our best to process all the withdrawal request at the earliest , please accept our apology for the situation .


Best Regards

Frumzi Team

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Dear Frumzi Team,  

Could you kindly clarify the reasons for the delay in processing player withdrawals, as they seem to very often exceed the standard processing times?


Dear K_kdk,  

What is the remaining amount that you are still expecting to receive?

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I'm still waiting for almost €11,000. If the casino would stick to their 3 working days for processing, I would now have a much smaller amount to wait for.

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I don't think we'll get an answer from the casino as to why the payouts are always delayed. I always ask support and here on the site and they always divert attention from the topic and never give me a clear answer.

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Dear all


Kindly be informed that slight delays comes due to high volume of requests we are deeply sorry for the frustration you've encountered. We understand how important it is for our service to be reliable, and we regret any inconvenience this may have caused you. Rest assured, we're working to address the issue promptly and process with withdrawals as soon as possible.


Best Regards

Frumzi Team

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I've been waiting for 7 days and I still haven't received the payment.

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Dear K_kdk,  


Your withdrawals are complete and paid out on our side.


Best Regards

Frumzi Team

K_kdk has 6d 8h 0m 35s to reply

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