Frumzi Casino - プレイヤーが賞金を受け取れずにいます。

I've been waiting for several days now for my withdrawal (500€) to appear in my account. Every time, I get the same responses. I want my money!!!... I still haven't received my money.

Ich warte bereits seit mehreren Tagen dass meine Auszahlung auf mein Konto erscheint (500€) jedesmal bekomme ich die gleichen Antworten ich möchte dass ich mein Geld habe !!!…ich habe mein Geld immer noch nicht

Dear Woelki0502,

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

But I was assured that I would receive the money today and I still don't have it and they promise 3 working days processing!

Mir wurde aber zugesichert dass ich das Geld heute erhalte und habe es immer noch nicht und versprechen 3 Werktage Bearbeitung !

I was assured

da hat man mir es versichert

Dear Woelki0502,

Have you received your withdrawal from the casino yet?

Dear Woelki0502,

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.