Frumzi Casino - プレイヤーの撤退が遅れています。

I have a pending withdrawal of 300€. I have spoken with customer service several times, and they tell me that my withdrawal is in the queue, but after 8 days, they still haven't paid.

Tengo una retirada pendiente de 300€ he hablado varias veces con atencion al cliente y me dicen que mi reintegro esta en cola pero despues de 8 dias hay siguen sin pagar

Dear Voltereta73,

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,

Kristina

Good morning, regarding this pending withdrawal of €300, I would just like to add that when it comes to depositing everything is easy, but when it comes to withdrawing it seems that things get complicated. I am very relaxed because the deposit was made with my card and I have no problem sending them any document they need. This type of delay has not happened to me at any other casino.

Buenos dias, con respecto a esta retirada de 300 € que esta pendiente, solo añadir que a la hora de depositar todo son facilidades pero cuando se trata de retirar parece que la cosa se complica. Yo estoy muy tranquilo porque el deposito esta realizado con mi tarjeta y no tengo ningun inconveniente en mandarles cualquier documento que necesiten. Este tipo de retraso no me ha ocurrido en ningun otro casino.

Thank you for your reply, Voltereta73. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Regarding this case, in the end they got their way, I cancelled my withdrawal, I gambled the €300 and then I closed my account at Frumzi, it is a real shame that they let this type of casino operate when it is practically impossible to withdraw. Thank you all. Best regards

Referente a este caso, al final se han salido con la suya, cancele mi retirada, me juegue los 300€ y a continuación cerre mi cuenta en Frumzi , es una autentica verguenza que dejen operar a este tipo de casinos cuando es prácticamente imposible retirar. Gracias a vosotros. Un saludo

I am sorry to hear that. Since you've lost your winnings and closed your account, I have no other option but to close this complaint. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.