Frumzi Casino - プレイヤーの撤退が遅れています。

Dear Ferrazzano95,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To better understand the situation and assist you effectively, could you please provide us with more information by answering the following questions:

• Have you received any specific reason from the casino regarding the delay in processing your withdrawal?
• Have you checked your email for any updates or notifications from the casino since your last correspondence?
• Can you confirm if you have attempted to contact customer support through any other channels besides email?
• Have you saved copies of the emails you sent to the casino, including any responses from them?
• Is there a specific withdrawal method you used, and has there been any information about delays with that method?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

No, I have not received any explanation regarding the delay, neither in live chat nor via email, which are the only support channels that the casino has.

Today, however, they replied that they would provide me with an answer via email, where they will surely take more time.

As for the withdrawal method, it is a Mastercard debit card where I have never had any problems, and it is also the card I used to deposit.

Attached is the response I received today in live chat.

No, non ho ricevuto nessuna spiegazione riguardo il ritardo, nè in live chat nè tramite mail, che sono gli unici canali di assistenza che ha il casinò

Oggi però mi hanno risposto che mi avrebbero fornito una risposta via mail, dove sicuramente prenderanno altro tempo.

Per quanto riguarda il metodo di prelievo è una carta di debito Mastercard dove non ho mai avuto problemi, ed è anche la carta che ho utilizzato per depositare.

in allegato la risposta che ho avuto oggi in live chat.

Thank you very much, Ferrazzano95, for providing all the necessary information. I will now transfer your complaint to my colleague, Jana (jana.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Ferrazzano95,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Frumzi Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Good morning, I would like to provide an update regarding the complaint.

It looks like two withdrawals of €500 have been completed (not yet in the bank account) so I will wait until next week to verify that they are actually credited to the account.

As of today, another withdrawal of €500 and one of €300 is missing

Thank you

Buongiorno vorrei fare un aggiornamento relativo al reclamo.

Sembra che due prelievi da €500 siano stati completati (ancora non presenti sul conto corrente) quindi aspetterò la settimana prossima per verificare che vengano realmente accreditati sul conto.

Ad oggi manca un altro prelievo da €500 e uno da €300

Grazie

Dear Ferrazzano95,

thank you for un update. Please keep us updated of any development in your withdrawal.

Dear Ferrazzano95,

Thank you for your patience, and sorry for the delay.

Kindly be advised that your requested withdrawals and completed and paid into your bank account.

Thank you and have a great day.

Best regards,

Frumzi Team

Dear Ferrazzano95,

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.

Good morning, sorry for the delay.

I wanted to let you know that the 3 transfers of €500 have finally been processed, so they have been credited to the account and I wanted to thank you for this! Because I think you have greatly accelerated the process.

Thank you and good work!

Buongiorno, scusate il ritardo.

Volevo avvisare che alla fine i 3 bonifici da 500€ sono stati evasi, quindi sono stati accreditati sul conto e volevo ringraziarvi per questo! Perché penso che avete accelerato di gran lunga il processo.

Grazie e buon lavoro!

Dear Ferrazzano95,

We're glad to hear that your issue has been resolved. 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,

Jana

Casino.Guru