The player from Germany experienced issues with two withdrawals. Despite receiving confirmation of their approvals and maintaining regular contact with support, the funds had not been transferred to the player's account. The KYC process had neither been requested nor completed. The Complaints Team reached out to the casino multiple times for clarification and assistance regarding the missing funds. Ultimately, the casino stated that the player needed to contact their bank to resolve the issue, as they had not received the funds. Due to the player's lack of response to further inquiries, the complaint was rejected, but the player could reopen it at any time.
Frumzi Casino - Player’s withdrawals are delayed.
Amount: €900
Frumzi Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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8 months 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.
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8 months 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.
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8 months 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
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8 months 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
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8 months 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
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8 months 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
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8 months ago
Translation
I can prove from bank statements that I have not received any money yet.
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7 months ago
Dear Frumzi Casino, the player stated that they have not received payment. Can you provide instructions for submitting evidence?
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7 months ago
Dear Dominika,
We sent you an email with the evidence of payment. Looking forward to hearing from you.
Best Regards,
Customer Service
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7 months 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
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7 months 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.
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7 months ago
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?
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7 months ago
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.
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7 months ago
Dear Customer,
We would like to inform you that the money did not come back to us.
Therefore, we kindly request you to provide us a proof from your bank where they've written that the money was returned back.
Please make sure that the proof should contain the date/time and the bank details for the authenticity.
Thank you for understanding!
Best Regards,
Customer Service
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7 months ago
Translation
I asked my bank for proof. I'll get back to you as soon as I get an answer 🙂
Best regards
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7 months ago
Thank you for providing the information. We kindly request you to keep us updated on any further developments.
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7 months ago
Translation
Hello again, here is the confirmation from my bank about the refunds.
I hope to be able to continue now and give you another bank account to which you can send the payments again without having to expect complications.
Best regards Ludwig
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7 months ago
Dear Customer,
Thank you for providing us with the document. We are checking with the payment provider and we will get back to you with a response soon.
We sincerely appreciate your patience!
Best Regards,
Customer Service
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7 months ago
Dear Customer,
Thank you for your patience.
We would like to inform you that your withdrawal of 400 EUR was returned to us and it has been added back to your gaming balance.
However, the withdrawal of 500 EUR did not return to us. We kindly advise you to contact your bank for this payment. Thank you for understanding!
Best Regards,
Customer Service
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7 months ago
Translation
That's amazing!!! Now please be so kind and remove the X1 rollover from the 400 and in the meantime I'll contact my bank again.
Best regards!
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6 months ago
Dear Customer,
We have noticed that you have played down the 400 EUR balance that was added to your account, resulting in no remaining balance.
Best Regards,
Customer Service
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6 months ago
Translation
Yes, unfortunately I was a bit faster, but maybe you'll be so kind as to release the remaining 500 directly from the wager xd
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6 months ago
Dear Customer,
We made recall of the paid funds to the bank. However, our request was rejected. We are contacting them again.
Thank you for your patience!
Best Regards,
Customer Service
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6 months ago
Dear Customer,
We kindly request you to contact your bank and ask them to reply our recall.
Thank you for understanding!
Best Regards,
Customer Service
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6 months ago
Translation
Hello, thank you for your answer. I have contacted my bank and forwarded your request. I hope it will be processed quickly and finally clarified.
Best regards Ludwig
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6 months ago
Translation
My bank is asking what type of transaction was used to request the money back. I will let you know immediately if there is any further news.
Best regards
Louis
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6 months ago
Dear Customer,
Thank you for providing us with the screenshot. We have contacted the payment provider regarding your transaction and we will get back to you with a response soon.
We sincerely appreciate your patience!
Best Regards,
Customer Service
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6 months ago
Translation
Hi, I wanted to ask what the current state of affairs is. I would like to finally be able to bring this whole back and forth to a positive conclusion 🙂
Best regards
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6 months ago
Dear Customer,
We understand the inconvenience due to delay. We would like to inform you that we have sent a reminder to the payment provider regarding your transaction and we are awaiting their response.
We will contact you as soon as we have an update. We sincerely appreciate your patience during this time.
Thank you for understanding!
Best Regards,
Customer Service
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5 months ago
Dear Customer,
We have investigated the issue with your withdrawal. Our payment provider has informed us that the funds have not reached them and are still with the sending bank, C24 Bank.
Please contact C24 Bank directly to raise a claim for non-receipt of funds or to check for any returns.
We apologize for the inconvenience and are here to assist you if needed via email or live chat.
Thank you for your understanding.
Best regards,
Customer Service
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5 months ago
Translation
Strange, even with the associated end-to-end ID, the payment service provider cannot confirm that the money should have been returned to them in March. My bank has checked and confirmed exactly that several times.
Unfortunately, I am still missing €500 of my payouts and would like to know what happens next.
Best regards, Ludwig B
Edited by a Casino Guru admin
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5 months ago
Dear Customer,
We kindly advise you to contact C24 Bank directly on their branch and raise a claim for non-receipt of funds or to check for any returns.
Unfortunately, the funds did not reach to us and we are unable to help further.
Thank you for your understanding.
Best regards,
Customer Service
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5 months ago
Translation
Hi, I took a screenshot of my bank's response.
What do we do now with my missing 500€?
Kind regards Ludwig B 
Edited by a Casino Guru admin
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5 months ago
Dear Customer,
We re-checked with the payment provider, and unfortunately, they have not received the funds.
We kindly advise you to contact your bank and request that they raise a claim of non-receipt to track the money. Since the funds did not reach our payment provider, they are unable to take any action, but your bank can assist in tracking the money.
Thank you for your understanding.
Best regards,
Customer Service
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5 months ago
Translation
I have written to my bank and am now waiting for a response. I will get back to you as soon as I hear back.
Best regards Ludwig
Edited by a Casino Guru admin
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5 months ago
Dear Customer,
You may contact us directly at our email. There is no need to keep this forum open.
Thank you for your understanding.
Best regards,
Customer Service
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5 months ago
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The case will remain open until I have received my €500. My bank has informed me that the money MUST(!!) be with the receiving bank and that they are the only ones who can still check anything. My bank has done everything imaginable and can no longer check anything. The money has definitely been refunded and must have been received by your bank.
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5 months ago
Dear Customer,
Thank you for your response. We understand your concerns and appreciate your patience in this matter.
We have re-checked with our payment provider, and unfortunately, the funds have not been received. Given the situation, we kindly request that you personally visit your bank branch and insist on raising a claim of non-receipt to track the money. Your bank is equipped to trace the transaction and determine its current status.
Since the funds did not reach our payment provider, we are unable to take any action from our side. Your bank's assistance in this matter is crucial to resolve this issue.
Thank you for your understanding and cooperation.
Best regards,
Customer Service
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5 months ago
Translation
That can't be true at all, because my bank can and has provided all possible proof of the payment. It also doesn't make sense that the €400 went back but the €500 didn't. Both attempted withdrawals happened one after the other.
Can't we agree to send at least half of it back to me so that this can finally end? 😕
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4 months ago
Dear Dominika,
We kindly request your intervention in the case as we have provided all the relevant information to the customer.
Thank you in advance!
Best Regards,
Customer Service
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4 months ago
Dear Frumzi Casino, would it be possible for you to check the transaction if the player provided their bank statement?
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4 months ago
Dear all,
Thank you for reaching out.
We would like to inform you that we have exhausted all means of investigation and have provided the customer with all the relevant information. The payment provider states that the funds have not been received, which is why we kindly request that the customer personally visits his bank branch and insists on raising a claim of non-receipt to track the money. The bank is equipped to trace the transaction and determine its current status.
Best regards,
Customer Support
