Frumzi Casino - プレイヤーの撤退が遅れています。

I made a withdrawal request, but after 6 days, it is still pending despite being repeatedly told by customer service that the payment is processed in 3-5 days. They currently say they have a lot of requests. I fear they do not want to pay out the 400 winnings.

Ho fatto una richiesta di prelievo ma dopo 6 giorni mi risulta ancora in attesa nonostante dall'assistenza mi dicono ripetutamente che il pagamento avviene in 3-5 giorni. Al momento dicono di avere tante richieste. Temo che non vogliono pagare la vincita di 400

Dear antoniodiana103,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Dear antoniodiana103,

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.