The player from Ireland had had an issue with a delayed withdrawal that he had requested on the 12th of April. He had been dissatisfied with the casino's support team, who had claimed the funds were on the way, and he had felt that the casino had breached its own terms regarding payment times. We had advised the player to wait at least 14 days after requesting the withdrawal before submitting a complaint. The player later confirmed that the issue had been resolved, as the casino had paid and explained they had had technical issues.
Fruta Casino - Player’s withdrawal is delayed.
Amount: €400
Fruta Casino
Safety Index:Fresh casinoSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 days ago
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1 week ago
Non payment of withdrawal. Withdrawal requested in 12th of April. Have not recieved the same. Very little help from support. Will only say its on the way etc but it obviously hasn't been paid and I'm doubtful as to whether or not it will be. They've breached their own terms and conditions on times taken to pay.
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1 week ago
Dear Colinmc13,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
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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6 days ago
Dear Colinmc13,
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.
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6 days ago
This complaint can be marked resolved.
The casino paid and explained they had huge technical issues and in fairness communicated non stop fir 2 days explaining the issue
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6 days ago
Dear Colinmc13,
I'm glad to hear that your issue has 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,
Kristina
Casino.Guru
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