Frumzi Casino - 決済が遅延しているとのクレームがあります。

I have requested withdrawals three times from 800€, that is 2400€, that is, I have reached the maximum pending withdrawals that the vip3 level that I belong to allows me and is still under review. I still have a balance of 50,000€ in my account and I am at the vip3 level which states that I can withdraw 12,000€ every month. I constantly communicate with them either on live chat or with vipsupport by email and the answer is that there is a large load of withdrawals and that they are working to serve. I have won the money with regular deposits and not with bonuses or free spins. I have not verified my account because it tells me that identification is not required yet and of course even if I wanted to I cannot do it since their system does not allow me to. I am from Greece.

Έχω ζητήσει αναλήψεις τρεις φορές από 800€ δηλαδή 2400€ έχω δηλαδή φτάσει στις μέγιστες εκκρεμείς αναλήψεις που μου επιτρέπει το επίπεδο vip3 που ανήκω και ακόμα είναι υπό εξέταση. Έχω υπόλοιπο ακόμα στον λογαριασμό μου 50.000€ και είμαι στο επίπεδο vip3 που αναφέρει πως μπορώ να κάνω ανάληψη 12.000€ κάθε μήνα. Επικοινωνώ συνεχώς μαζί τους είτε στο live chat ειτε με το vipsupport σε mail και η απάντηση είναι ότι υπάρχει μεγάλο φόρτο αναλήψεων και πως εργάζονται για να εξυπηρετήσουν. Τα χρήματα τα έχω κερδίσει με κανονικές καταθέσεις και όχι με μπόνους ή με δωρεάν περιστροφές. Δεν έχω κάνει ταυτοποίηση λογαριασμού διότι μου γράφει πως δεν χρειάζεται ακόμα ταυτοποίηση και εννοείται πως και να θέλω δεν μπορώ να κάνω εφόσον δεν μου το επιτρέπει το σύστημα τους. Είμαι από την Ελλάδα.

Dear FILIP-44,

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,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Thank you very much, I will follow your advice about the waiting period and will let you know if I have anything new.

Σας ευχαριστώ πολύ θα ακολουθήσω τη συμβουλή σας για το διάστημα αναμονής και θα σας ενημερώσω αν έχω κάτι νεότερο.

Dear FILIP-44,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, no movement.

Όχι καμία κίνηση

Thank you FILIP-44 for all the information provided so far. I will now forward your complaint to my colleague Martina (martina.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear FILIP-44,

My name is Martina 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 representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

Dear all,

Thank you for reaching out!

Please be informed that we are checking the case and will provide a reply as soon as possible.

Best regards,

Frumzi team

Thank you Frumzi Team for response!

Please keep us informed!

Dear FILIP-44,

We have now checked your account. Before we could try to process your withdrawal request, we saw that your withdrawal request was cancelled from your side and played. Currently, we do not see any pending withdrawal request. As of now, there is no balance in your account.

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

Best regards,

Frumzi team

Dear FILIP-44, could you please confirm whether this information is accurate? If it is, I’m truly sorry to hear that, and I understand this may be disappointing.

I’ll wait for your confirmation before closing this case. Thank you again for your cooperation.

Dear FILIP-44,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru