Frumzi Casino - Player’s withdrawals are delayed.

Hello, I have 3 pending withdrawals with this casino: two of them from the 21st, each for 30 euros, and another 500 euros from the 24th. They are still pending, and I haven't been informed about when these withdrawals will be processed. The customer service chat is terrible. The terms and conditions state that withdrawals are processed within 1 to 3 business days, but this time has already passed, and there's still no progress. I currently have 640 euros in my balance and would withdraw these as soon as the pending withdrawals are completed. Please, I need help. I don't want to lose my money.

Dear Antonio190310,

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,

Tomas

Hello, good, okay, I will wait those 14 days that we are going to do. At the moment, we have the day that will begin on the eighth day since the retirement, thank you, greetings

Hello, I still haven't processed the withdrawals there, you had 3 withdrawals as I told you, 2 on the 21st for 30 euros that you are canceling and I played them and lost but I still have the one on the 24th for 500 euros and nothing is still pending, we are on the 03rd It's been 9 days and I haven't spoken anything in the chat and they always tell me the same thing, a cut and paste that is in the waiting queue seems like a great idea to me that it hasn't been processed yet... What I don't understand is why you have such a score high about this casino since I read the reviews and they are terrible at paying well, let me know, thank you, greetings

I fully understand your frustration, Antonio190310. However, I will set the timer for an additional 4 days to allow the casino two full weeks to process the payment. If there’s no development by Monday, we will intervene. Let’s stay positive and hope for some good news regarding your withdrawal. Thank you in advance for your patience.

Hello, today the 05th I log into my account and I see that I have the 500 euros in my balance back after waiting to withdraw since the 24th, 11 days of waiting for the money to come back, I log in to the chat and I comment and they tell me that my bank card had rejected the payment and they didn't even notify me or anything, thank goodness I got involved and I saw it now and I made the withdrawal by transfer, now what is the problem that now the withdrawal is pending again and It looks like I have to wait another 11 days. What can I do about this situation? I mentioned it to the chat guy and he told me that he would try to make the withdrawal as soon as possible, but they always say that and it takes weeks. Please post now, withdrawal pending from day 05 being a lie since that withdrawal is really from the 24th I can't wait another 11 days well let me know thank you

Thanks for the update

Before we contact the casino, could you please share your communication with the casino regarding the issue with canceled withdrawals?

Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Hello, good, I have already sent by email the conversations that I have had with them for the withdrawals. I await your response and I have sent a few until the last one I was talking to. Thank you.

I am sending you a screenshot of right now the conversation I had with them is a shame the treatment I am having they always tell me the same thing 15 days after the withdrawal I don't know what else to do

Thank you very much, Antonio190310, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Antonio190310, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Frumzi Casino representative to join this conversation. 

Dear Frumzi Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear Customer,

Thank you for reaching out.

We would like to inform you that your withdrawal was processed from our side on 13.07.2024.

Best regards,

Frumzi.com

Hello, it's true that I have made the effective withdrawal now, thank you, now I have won 1100 euros, why did I put 200 euros into Spain, which won the Euro Cup and what I have won, I am going to make a withdrawal of 500 and another 400. I hope it doesn't take me the same time. I will do it by bank transfer, I will inform you if it is delayed, thank you for everything.

Dear Frumzi Casino,

thank you for your reply.

Dear Antonio190310, 

I am glad you received your winnings. I will keep this complaint open until you confirm the arrival of the remaining funds.

Karina ok perfect yesterday I made a withdrawal of 500 and today another of 500 are pending right now let's see how things go I will keep you informed of all the news of the 2 new withdrawals that I have made thank you

Dear Antonio190310, 

thanks for the update. Please keep us posted when your withdrawal arrives.

Dear Antonio190310,

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.

Dear Antonio190310,

have you received your withdrawal yet, please?

Dear all,

Unfortunately, we’re forced to reject this case because Antonio190310 has stopped responding to our messages and questions. Without Antonio190310 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.