Frumzi Casino - Player’s withdrawals are delayed.

Frumzi doesn't pay withdrawals again. And I received the e-mail that my withdrawal was cancelled though I didn't do it! Now I wait already for 9 days and I have two withdrawals to be paid. One is for 211 requested on 10.07 and another is for 291 requested on 15.07. Due to their policy they process payments within 3 working days so all my withdrawals should have been paid. And this e-mail saying my withdrawal is cancelled is absolutely ridiculous. I didn't do it. They just don't want to pay!

Dear olegmalakhov,

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

Hello! I am forced to pay attention to my problem again. Since my first request for 211 was rejected and I receive only assurances and no money my second request for 291 from 15 July 2024 was also rejected, and I had again to renew the request for withdrawal. And I am still fed with promises only. Please intervene as the case seems to be very suspicious and unpleasant. Their operators' behaviour is not inspiring me with confidence. Thank you for support.

Thank you for letting me know. Before we proceed with your complaint, please forward me all the communication between you and customer support as well as all the other evidence that could be relevant to the investigation of your case at veronika.l@casino.guru.

Has the casino customer support explained why your withdrawal requests keep getting canceled?

Hello! I haven't yet received any of my withdrawals. I am waiting for too long. Three times withdrawals were cancelled from their side. They say it was because of problem with the service provider though earlier there were no such problems (but amounts were lower, 44 and 77). I was advised to change the method of repayment to transfer via bank. I used it and wait. they don't want to speed up the process though I am waiting for two withdrawals since 10/07 and 15/07 (the total amount is about 500 euro). Hope money would come but I am waiting really for a long time.

Thank you very much, olegmalakhov, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi olegmalakhov,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Frumzi Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player's withdrawal requests were rejected? Are there any pending withdrawals at the moment (via bank transfer)?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Natalia! Thank you for your input and involvement. Let's wait for the answer.

Dear All,

Please be informed, that we forwarded the information about the customer's cancelled withdrawal requests to the relevant department for checking.

Also, we sent a request to speed up the processing of his active withdrawal requests.

At the moment, the customer has 2 pending withdrawal requests via bank transfer.

Kind regards,

Frumzi.com

Dear casinoguru officers! Thank you for your support! Hopefully soon I shall receive my money.

Thank you for your reply, Frumzi Casino.

Dear olegmalakhov, I hope your requests will be processed soon. Please, let me know as soon as their status is updated in your account from "pending" to "processed".

Dear Natalia! Sure, I’ll do it as soon as I receive funds. Thank you

Dear Natalia! Hello! I still didn’t receive anything and they don’t want to communicate

Dear olegmalakhov,

We apologize for the inconvenience and kindly ask you to cancel your current withdrawal requests and re-request them with withdrawal amount typed in as integer instead of floating number.

E.g. 280 instead of 280.69. You can even combine your 2 withdrawal requests into 1 and that will be 491 EUR.

Please let us know afterwards and we'll put up your withdrawal request for processing with priority.

Kind regards,

Frumzi.com

Hello! I just did the action as you described and re-requested the withdrawal for 491 EUR. I have a great hope that it will be repaid soon as I count on these funds. I am left without money for living...

Hello. I still didn't receive anything. What does the "priority" mean if nothing is done. I am in need of these funds. Please, do something.

Dear Frumzi Casino, please let us know when the player can expect the withdrawal to be processed. Thank you.

My withdrawal was cancelled again!!! What is going on. I did everything as per instructions from frumzi officer. What should I do. I am absolutely helpless!!!

Dear Natalia, please intervene. I am exhausted of waiting for my withdrawal. I used all possible methods, the first was through the method I used for depositing and it was cancelled three times, then I used the transfer to my bank account (bank transfer) but it also was cancelled few times. They say the problem is with provider and I checked it with provider. They need the documents confirming the attempts of transferring. Frumzi don't present any, and just sent me this

Dear Oleg Malakhov ,

Thank you for contacting our Customer Support team. 

We kindly ask you to please be patient as our team is still looking into the matter. Once we have answers, we will send you an email to communicate the situation. Thank you for your understanding.

If you have additional questions, please feel free to contact us via email support@Frumzi.com or via Live Chat.

Yours sincerely,

Customer service

The issue is definitely is not on the side of a provider. I am absolutely not satisfied with such a situation as I counted on that money, in total it is 491 Euro. I am helpless. What should I do?

Dear olegmalakhov, we are currently waiting for a reply from the casino, I hope they will explain what is going on with your withdrawal requests in a more detailed way.

I have again the cancellation of my withdrawal!!! What should I do??? I am absolutely ruined. I am struggling and suffering for a very long time! Please help

Dear olegmalakhov,

Please be informed, that we closed your account for your own safety, based on the reply you provided.

As per information from the relevant department, we can't process a withdrawal request to an IBAN with LT prefix. We can process it only when requested with an IBAN number of your country (with LV prefix).

We sent you an email requesting your bank details for a manual withdrawal. Please be so kind as to provide them via reply to our mail and we'll arrange a manual withdrawal for you as soon as possible.

Kind regards,

Frumzi team

I don't have the cards with LV prefix. I have only Paysera and Revolut and they have LT prefixes. What should I do? Can I give the account of my friend with LV prefix? I am in a no way situation!

Dear olegmalakhov, please, don't use any bank accounts or cards that do not belong to you for depositing/withdrawing funds, this is a breach of terms in any online casino.

So you don't have a bank account in Latvia? What payment method did you use to deposit money into the casino?

I used a rapid transfer method. Now I was asked to provide the Skrill wallet details and I did it. I received the earlier repayments to my Skrill wallet. Hopefully now the issue will be solved.

Dear All,

Please be informed, that we created a manual withdrawal to the customer's Skrill account. It'll be processed as soon as possible.

Kind regards,

Frumzi team

Thank you for the updates, olegmalakhov and Frumzi Casino.

Dear olegmalakhov, I hope the Skrill transaction will be processed soon. Please, inform us when you get the payment.

Hello, ok. So far I don’t have it

Dear Natalia! I again received the e-mail from Fumzi asking for my bank account details with LV prefix. But I don't have such an account. We agreed on the Skrill transfer but, probably, they failed again. I didn't receive anything. I am just destroyed by all this situation. Please, HELP ME. I counted on that money. I am left without money for living. It looks just like humiliation. I do everything per their instructions and requests... and don't receive my money for several weeks.

May be they sent it by mistake because in their letter saying that my withdrawal is completed they ask for allowance of up to 3 business days for funds to appear on my selected payment method. I am at loss. I don't know what is going on...

Dear Natalia, dear Frumzi! At last my money arrived on my account. I want to thank you all though of course it was a very long and uncomfortable journey. Frumzi, please unblock my account. I managed to open bank account in Latvia. It will become active soon so in future there should be no problems with withdrawals. Thank you all again and have a nice day! The case can be closed.

Dear olegmalakhov,

I'm glad to hear that your issue has finally been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, 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,

Natalia

Casino.Guru