Frumzi Casino - Player's withdrawal request is delayed.

I requested a withdrawal on the platform almost a month ago, and the amount hasn't been credited! There are other people with the same issue. When we contact the chat, they say "there was a delay in processing," and the same response is given every day you reach out—generic and automatic replies.

The important thing is, my money hasn't been deposited into my account, and they aren't doing anything about it.

Dear Luccabh2,

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?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

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.

I've made successful withdrawals before and my account is already verified. At first they were on time, the last one took 10 days but they informed me of the payment date. This time they're just playing games, saying there's been a delay and they don't have access to the financial system. It's been more than 15 days

Dear Luccabh2, do you have any updates regarding the withdrawals?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

One of the withdrawals has been released, but there is still one to go.

No bonuses have been accumulated

I'll leave an attachment to the chat. They're all the same answer

Dear Luccabh2, have you received the second withdrawal?