The player from Germany is experiencing issues with two withdrawals. Despite confirmation of their approvals and regular contact with support, funds haven't been transferred to the player's account. The KYC process has neither been requested nor completed.
Frumzi Casino - Player’s withdrawals are delayed.
Amount: €900
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.
Case opened
Current status
Waiting for casino to reply
5d 10h 23m 21s
Case summary
yesterday
Public
Public
3 weeks ago
Translation
Hello, I have made 2 withdrawals, one for 500 and another for 400. I received a confirmation for the 500 on March 20th, but yet no money. There were complications with the 400, so I've been in regular contact with support, who then authorized a manual withdrawal and confirmed it on April 4th.
Unfortunately, I have not received a single cent so far and I'm slowly becoming really frustrated. The payment method was bank transfer and KYC has not yet been requested or is not yet possible.
Automatic translation:
Public
Public
3 weeks ago
Hello Lud0lf,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Frumzi Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
Public
Public
3 weeks ago
Translation
No, as I already mentioned, my account is not yet verified and so far it has not been requested, or I even offered to do so myself in the hope of speeding up the process, but I was told it was not necessary. The winnings were made by depositing with a bonus and then successfully fulfilling the requirements. The last contact was on April 4th when I received confirmation of the manually ordered withdrawal.
Thank you for your help!
Greetings Lud0lf
Automatic translation:
Public
Public
2 weeks ago
Thank you Lud0lf for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
2 weeks ago
Hello Lud0lf,
This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Frumzi Casino representative to join this conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
Public
Public
1 week ago
Dear Customer,
Thank you for reaching out to us.
We would like to inform that the withdrawals were already paid on the following dates:
400 EUR - 04.04.2024
500 EUR - 20.03.2024
We kindly advise you to contact your bank for the payment. Thank you for understanding!
Best Regards,
Customer Service
Public
Public
1 week ago
Translation
I can prove from bank statements that I have not received any money yet.
Automatic translation:
Public
Public
1 week ago
Dear Frumzi Casino, the player stated that they have not received payment. Can you provide instructions for submitting evidence?
Public
Public
1 week ago
Dear Dominika,
We sent you an email with the evidence of payment. Looking forward to hearing from you.
Best Regards,
Customer Service
Public
Public
1 week ago
Dear Dominika,
We sent you an additional email with both the payment confirmation that we received from the payment provider. Looking forward to hearing from you.
Best Regards,
Customer Service
Sensitive attachment
Sensitive attachment
1 week ago
Translation
When I asked my bank, I was told that payments via the service provider INPAY were not accepted and that the money had therefore been returned to you.
I would therefore like to specify a different account for the payout.
Automatic translation:
Public
Public
yesterday
Thank you for the information.
Dear Frumzi Casino, is there any other way for the player to receive their withdrawals, as the player's bank doesn't accept INPAY payments, please?
Public
Public
yesterday
Translation
As I said, I would like to specify another of my bank accounts for the payout. There are no problems with that and they accept all payments.
Automatic translation:
Frumzi Casino has 5d 10h 23m 21s to reply
Please disable your AdBlock