Frumzi Casino - El retiro del jugador se retrasa.

Good evening. I don't know where else to turn as I have a huge issue with this particular casino and it seems like they're not doing anything to resolve it.

On 11/17/2024, I won an amount of 2000 euros and made withdrawals of 500 euros per day consecutively (4 withdrawals in total).

They made the process so difficult that I had to change several withdrawal methods.

I am still waiting for them to approve the last withdrawal of 500 euros.

I've been waiting for 2 weeks now and they still haven't approved it. It's unbelievable; it's been 2 months since I won the 2000 euros and I'm still waiting for the last 500 euros to be credited.

Καλησπέρα. Δεν ξέρω πού αλλού να απευθυνθώ καθώς με το συγκεκριμένο καζίνο έχω τεράστιο πρόβλημα και φαίνεται ότι δεν κάνει τίποτα για να το επιλύσει.

Στης 17/11/2024 κέρδισα ένα ποσό 2000 ευρώ και έκανα διαδοχικά ανά ημέρα αναλήψεις 500 ευρώ ( 4 αναλήψεις στο σύνολο).

Με ταλαιπώρησαν τόσο πολύ μέχρι να τις εγκρίνουν που αναγκάστηκα να αλλάξω πολλούς τρόπους αναλήψεις.

Ακόμα περιμένω να μου δεχτούν την τελευταία ανάληψη 500 ευρώ.

Ήδη περιμένω 2 εβδομάδες και δεν την εγκρίνουν. Είναι αδιανόητο, έχουν περάσει 2 μήνες από τότε που κέρδισα 2000 ευρώ και ακόμα περιμένω να μπουν τα τελευταία 500 ευρώ.

Dear arisdegleris,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Frumzi Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Which payment methods have you opted for so far?
• Could you please share screenshots of your withdrawal requests with the status visible?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good morning,

I have made 3 withdrawals of 500 euros in 3 different ways. With visa, MasterCard and bank transfer via revolut. After many weeks of waiting they were approved. These 3 withdrawals were made after my winnings of 2000 euros on 17/11/2024.

Now I am waiting for the last withdrawal, as you can see in the attached file that I sent you via visa. I have been trying for 1.5 months to put these last 500 euros in my bank account and I have tried many withdrawal methods such as bank transfer, MasterCard and now visa. But in vain.

I have never used a deposit bonus, therefore the winnings do not come from any deposit bonus.

I haven't done KYC because I wasn't asked to do it, I've only done email verification that they asked me to do. I have no problem doing KYC as long as I'm asked.

At your disposal,

Καλημέρα σας,

Έχω κάνει 3 αναλήψεις των 500 ευρω με 3 διαφορετικούς τρόπους. Με visa, MasterCard και bank transfer via revolut. Μετά από πάρα πολλές εβδομάδες αναμονής τις εγκρίθηκαν. Αυτές οι 3 αναλήψεις έγιναν μετά τα κέρδη μου 2000 ευρώ στις 17/11/2024.

Τώρα περιμένω την τελευταία ανάληψη,όπως βλέπετε και στο συνημμένο αρχείο που σας έστειλα via visa. Αυτά τα τελευταία 500 ευρώ προσπαθώ εδώ και 1,5 μήνα να τα βάλω στο τραπεζικό μου λογαριασμό και έχω προσπαθήσει πολλούς τρόπους αναλήψεις όπως bank transfer, MasterCard και τώρα visa. Αλλά μάταιος κόπος.

Μπόνους κατάθεσης δεν έχω χρησιμοποιήσει ποτέ μου συνεπώς τα κέρδη δεν προέρχονται από κανένα μπόνους κατάθεσης.

Kyc δεν έχω κάνει γιατί δεν μου ζητήθηκε να κάνω ,μόνο επαλήθευση email έχω κάνει που μου ζητήσανε. Δεν έχω κανένα πρόβλημα να κάνω kyc αρκεί να μου ζητηθεί.

Στη διάθεση σας,

Good morning, my withdrawal request has just been canceled.

Καλημέρα, μόλις μου ακύρωσαν το αίτημα ανάληψης

Thanks for the update.

Were you able to request a new withdrawal?

Did the casino provide any guidance after you contacted them regarding the issue?

Please let me know about further developments.

Of course I applied for a new withdrawal and I'm still waiting. It's been 4 business days already. No, I haven't had any information about the cancellation of the previous one. The only answer they give is that due to workload, withdrawals are delayed. My question is, what can I do about this? And what do you need for the process to proceed?

Φυσικά και έκανα αίτηση για νέα ανάληψη και ακόμα περιμένω. Έχουν περάσει ήδη 4 εργάσιμες. Όχι καμία ενημέρωση δεν είχα για την ακύρωση την προηγούμενης. Το μόνο που απαντάνε είναι ότι λόγω φόρτου εργασίας, οι αναλήψεις καθυστερούν. Το ερώτημα μου είναι είναι το εξής, εσείς τι μπορείτε να κάνω για αυτό; Και τι χρειάζεστε ώστε να προχωρήσει η διαδικασία;

Thank you very much, arisdegleris, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.  

Hello arisdegleris, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested payout. I'll do my best to help you resolve this issue as soon as possible.

While waiting for the casino's response, could you please check with your bank, if the last payment was not refused by them? Some VISA cards have limit regarding how much can be deposited by third parties, so it would be helpful to find out if it's not the bank who is actually refusing the payment.

Next, I’d like to invite a representative of Frumzi Casino to join the conversation and participate in the investigation of this case as well.

Could you please provide more details as of why this player’s previous withdrawal request has been cancelled? I would also appreciate if you could provide us with any and all relevant evidence, or advise how can the newly made payout process be sped up.

Thank you for your patience and cooperation in advance.

Dear all,

Thank you for reaching out!

Please be informed that the customer's withdrawal will be processed with the highest priority.

Best regards,

Frumzi team

Thank you very much for the reply and looking into this issue for us, Frumzi team :)

Dear arisdegleris, could you please drop us a message here once the payment gets through? Thank you.

Dear arisdegleris,

We are happy to confirm that your withdrawal has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Our team wishes you all the best for your future activities!

Best regards,

Frumzi team.

Thank you very much to the casino guru team for handling the issue. I confirm that the money has been credited to my account.

Best regards!

Ευχαριστώ πολύ την ομάδα του casino guru για τη διεκπεραίωση του ζητήματος. Επιβεβαιώνω ότι τα χρήματα έχουν πιστωθεί στο λογαριασμό μου.

Με εκτίμηση!

Dear arisdegleris,

I'm glad to hear that your issue has been resolved! I would also like to thank the Frumzi team for stepping in and helping to resolve this issue. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Matej

Casino.Guru