Frumzi Casino - プレイヤーの出金リクエストが遅れています。

I have a withdrawal request of $750 which has been pending since December 4th. Then, I have another for $750 dated December 14 and a 3rd request dated December 15. I also have another $2,250 in my account, and I cannot request additional withdrawals due to their policy of a maximum of 3 withdrawal requests. This has been going on for over 2 weeks. I have made withdrawals in the past (always long, but never like this) and I have never been asked to verify my identity, I am told it is not required at the moment. I have contacted them several times and I am always answered with the same refrain that they are sorry for the delays, to be patient, that they will resolve the situation... I find that I have been rather patient...

Dear Peanut12,

Thank you very much for submitting your complaint. I’m sorry to hear about the delays you are experiencing with your withdrawal requests.

To better understand your situation and assist you more effectively, could you please provide more details on the following?

• Have the casino provided any estimated timelines for processing your withdrawal requests, or any specific reasons for the delay?
• Could you clarify if the winnings you are withdrawing were accumulated with or without an active bonus?
• If a bonus was involved, please share details about the bonus terms and conditions.

You mentioned that identity verification has not been required so far. Could you confirm if the casino has asked for any documentation in the past or if they have specifically stated why it’s not required now?

• Could you share screenshots or correspondence with the casino regarding the pending withdrawals and their responses about the delays?

Your cooperation is crucial for us to proceed with this case and mediate effectively on your behalf. Without the requested information and evidence, it will be challenging to address your concerns. Please feel free to forward any relevant communication or documents to petronela.k@casino.guru for further review.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.