The player from Greece was concerned about pending withdrawal requests made on 3/8 and 4/8, which remained unprocessed. She sought advice on how to proceed. The issue was resolved after the player confirmed that the withdrawal was complete. The Complaints Team marked the complaint as 'resolved' and encouraged the player to reach out for any future challenges.
Frumzi Casino - Player's withdrawals are delayed.
Amount: €660
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
2 months ago
Public
Public
2 months ago
Translation
Good evening, after reading many reviews and complaints about this particular casino, I became worried about the withdrawals I requested on 3/8 and 4/8, which still appear to be pending. Can you please advise me on what steps to take?
Automatic translation:
Public
Public
2 months ago
Hello zervos345,
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?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
Public
Public
2 months ago
Translation
Verification I was told in live chat that my account is not needed at the moment. And no the profits did not come from bonuses. I last spoke a little while ago in an email I sent them about the withdrawals. I will send you the answer in a photo
Edited
Automatic translation:
Public
Public
2 months ago
Hello zervos345,
The time on the top of the page indicates the time to reply. Also as mentioned in my first post, withdrawals take up to 14 days so until then I can only advise to wait.
Public
Public
2 months ago
Translation
I will wait for 14 days to pass. And I will wait until the matter has not been resolved to advise me what to do.
Automatic translation:
Public
Public
2 months ago
Translation
I have informed the company that by tomorrow I will wait for the money to come in otherwise I will move otherwise I also sent them an email
Automatic translation:
Public
Public
2 months ago
Translation
Today is the 14th day and the money has not come in and I don't have any information either I want you to proceed with your matter please and tell me what I need to do
Automatic translation:
Public
Public
2 months ago
Translation
15 days of patience and I can't wait any longer, I want to file a complaint
Automatic translation:
Public
Public
2 months ago
Translation
Why is no one answering I will wait 4 days as it says on the dashboard items I will wait 16 days for my withdrawal to complete please help me resolve the issue quickly
Automatic translation:
Public
Public
2 months ago
Thank you zervos345 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
2 months ago
Translation
I will have to wait another 6 days for you to answer me the withdrawal I have made is on 4/8 and today we have 24/8 it has been many days I have been patient for my money and I am starting to worry a lot.
Automatic translation:
Public
Public
2 months ago
Dear zervos345,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Frumzi Casino representative to join this conversation.
Dear Frumzi Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
Public
Public
2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
2 months ago
Translation
The withdrawal is complete. Thank you very much!!!!
Automatic translation:
Public
Public
2 months ago
Dear zervos345,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru . Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Mirka
Casino.Guru
