The player from Latvia, who had previously withdrawn funds successfully, reported delays with additional payouts that occurred between March 23-25. Despite the casino's apologetic response, the withdrawals had remained pending. The Complaints Team had advised the player to wait at least 14 days after requesting the withdrawal before submitting a complaint, as delays could have been due to unfinished KYC verification or a high volume of withdrawal requests. The player later confirmed that the issue had been resolved and the delayed payout had been received. Following this confirmation, the Complaints Team marked the complaint as 'RESOLVED'.
Frumzi Casino - Player's withdrawals are delayed.
Amount: €850
Frumzi Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
I win some money time ago and request whidrawal in 23. March,then another whidrawal in 24.March and 3rd on 25.March. Before I olso made whidrawal and this was process in 3 days. So I thought good. This casino is fair. But now there are delays of whidrawal. And I yust don't understand what's happening. Chat it's saying need to wait and apologies for that.
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7 months ago
Dear Koki212,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawals 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,
Petronela
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7 months ago
Tank you for your replay. I will update you if something will change about whidrawal process.
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7 months ago
Thank you very much, Koki212, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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7 months ago
Dear Koki212,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'RESOLVED' in our system.
Thank you for your confirmation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help!
Best Regards,
Jakub
