Frumzi Casino - Player's withdrawal was returned to the account.

Hello, I tried to withdraw 150 euros using Visa on 29.01, and waited for a week, but the money was returned to the casino.

On 06.02, I requested another withdrawal via bank transfer because the support advised me to use bank transfer. (I would like to mention that I did not complete the KYC because the casino does not require it and does not allow it for the time being)

Dear mpassarello28,

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, 

Veronika

since 29.01 it seems excessive to me, maybe they won't send me the money anymore?

Can you please let us know if you received your winnings?

Dear mpassarello28,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.