Frumzi Casino - El retiro del jugador se ha retrasado.

Good morning, I registered on the Frumzy site on the 5th and didn't accept any initial bonuses. I placed bets and eventually had over 1000 euros available for withdrawal. I tried to make a withdrawal, but the site only allows withdrawals of 500 euros or less. So, on 6.11 at 1 AM, I made the withdrawal request, which has still not been resolved. The people on the chat all give the same response, saying they have 3 days to process the amount. Well, today marks the third day, and they are still giving the same answers. I sent an email and received a response saying there was no one who spoke my language.

During this period, nothing was requested to verify my account, and the responses indicated that there was no need for it.

I want my money because the process for making a deposit and registering was extremely quick.

Bom dia, fiz registo no site frumzy no dia 5 e não aceitei qualquer bônus inicial. Fui fazendo apostas e cheguei a ter acima dos 1000 euros para levantamento, tentei fazer o saque mas o site apenas permite levantar abaixo ou igual aos 500 euros. E então no dia 6.11 às 01h do dia fiz o pedido em que até ao momento ainda não está resolvido, as pessoas do chat respondem todas a mesma coisa que têm 3 dias para fazer chegar o valor,ora hje vencem os 3 dias e continuam com as mesmas respostas..enviem email onde me responderam não ter ninguém que falasse a minha língua.

Entretanto neste período nada foi pedido para verificar a conta,as respostas nesse sentido era que não existia essa necessidade.

Quero o meu dinheiro pois para fazer um depósito e registo foi extremamente rápido.

Dear carla371990,

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

Cristina, first of all, thank you for your reply, but I still haven't been asked for any verification. In fact, I was told that verification was not necessary.

I'd like to take this opportunity to point out that I'm still waiting for the 500 euros, but I've spent the rest because of the withdrawal ban.

Cristina antes de mais obrigada pela resposta, contudo ainda não me foi solicitado qualquer verificação. Aliás foi dito que não era necessário a verificação.

Aproveito para corrigir que aguardo os 500 euros, mas que o restante, tendo em conta o impedimento de levantamento acabei por gastar o restante.

Dear carla371990,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.