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.

Hi, I always played with no bonus. And they never talk about time frame. They only apologize for the delay, they are sorry, they work onthat, blablabla. I will come back to you shortly with printscreen.

Thank you very much, Peanut12, for providing all the necessary information. I will now transfer your complaint to my colleague, Romi (romana.r@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 Peanut12,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Frumzi Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Frumzi Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

In the last few days I received two of three payments.

In the last 3 days I received payment for my 3 withdrawal requests in the amount of $750 each. FINALLY!!! In addition, I was able to make my 3 new withdrawal requests, also for the amount of $750 each. I have $2250 waiting for processing again and I hope I don't have to wait that long again. In the terms and conditions it does say 3 working days, so I expect it to be done next week!

Dear Peanut12,

Thank you for this information.

I hope that you will be able to receive all your funds soon. Please keep us informed when you get the full amount.

Thank you in advance,

Romi

I am still waiting for my 3 last withdrawal requests of $750 to be processed, for a total of $2250. The requests were made on December 14, 15 and 16.

Dear Peanut12,

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.

I am still waiting for my 3 last withdrawal requests of $750 to be processed, for a total of $2250. I made a mistake in my previous post. The withdrawal request dates were December 25, 26 and 27. We are now over 2 weeks later and my withdrawal requests have still not been processed. I still haven't seen the color of the $2,250 I won.

Dear Peanut12,

Thank you for the update.

Please let us know if you receive the last payout in the next few days. Otherwise, I will try to contact the casino regarding the withdrawal again.

Thank you in advance.

Regards,

Romi

Dear Peanut12,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavour to complete the withdrawals as soon as possible.

Thank you in advance.

Kind Regards,

Frumzi Casino Team

Ok, thank you Frumzi Casino to finaly response to this complaint.

I confirm that I have finally received the deposit of my 3 withdrawal requests for a total of $2,250. You may consider this complaint resolved. THANKS!

Dear Peanut12,

We are pleased to confirm you that your withdrawal requests have been completed.

Kind Regards,

Frumzi Casino Team

Greetings all.

Thank you, Frumzi Casino, for your cooperation in this case.

Thank you, Peanut12, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru