Frumzi Casino - プレイヤーの撤退が遅れています。

On February 2, 2025, I won almost €5,000 in the casino in question without a bonus. I wanted to cash this out. Since only three withdrawals of €500 each are allowed at the same time, I requested a withdrawal of €500 each over the next three days. The first €1,500 arrived in my account with a delay, but after a week (5 working days). Now I wanted to request another €1,000 in 2 * 500 blocks. I did this. But I have been waiting for two weeks for payment to arrive. When I ask the casino, they just put me off and give me the standard answers. This behavior on the part of the casino is consistent with what I have read here. I would be happy if the €1,000 arrived soon so that I can turn my back on this highly dubious casino. I would like to ask you to arrange or speed up the withdrawal process. Thank you in advance. Kind regards

Ich habe am 2.2.25 in besagtem Casino knapp 5000 euro gewonnen ohne Bonus. Diese wollte ich mir gerne Auszahlen lassen. Da lediglich 3 Auszahlungen a500€ gleichzeitig erlaubt sind. Habe ich in den 3 folgenden Tagen je 500 euro zur Auszahlung in Auftrag gegeben. Die ersten 1500 euro kamen zwar mit Verspätung aber dennoch nach einer Woche ( 5 Werktage) auf mein Konto. Nun wollte ich weitere 1000 Euro in 2 * 500er Blöcken in Auftrag geben. Dies habe ich auch getan. Nun warte ich aber seit nunmehr 2 wochen auf Zahlungseingang. Auf Anfragen beim Casino wird man nur hingehalten und mit den Standardantworten abgefertigt. Dieses Verhalten seitens des Casinos deckt sich mit dem hier gelesenen. Ich wäre froh würden die 1000 Euro langsam mal eintreffen, damit ich diesem höchst unseriösen Casino den rücken kehren kann. Bitte euch um eine Vermittlung bzw Beschleunigung des Auszahlungsverfahren. Vielen Dank bereits im Vorfeld. Mit freundlichen Grüßen

Dear frizzard87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Did you play casino games or bet on sports?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

I sent you the rest by email. Greetings

Den Rest habe ich Ihnen per mail geschickt. Gruß

This is a chat history like the one I received every time I asked about my payout. They stalled until they couldn't take it anymore. They didn't even address my concerns or anger individually. As I said, a delay is acceptable if it's a day or two. But in my opinion that borders on fraud.

Dies ist ein Chatverlauf wie ich ihn jedes mal auf die Nachfrage nach meiner Auszahlung erhalten habe. Hinhalten bis zum geht nicht mehr. Nicht einmal individuell auf meine Bedenken aber auch Wut eingegangen. Wie gesagt Verzögerung ist ja hinnehmbar wenn es sich um einen oder zwei Tage handelt. Aber das grenzt meiner Meinung nach schon an Betrug

I was assured last week that the alleged finance department had been informed and that it would not take much longer. Unfortunately, I somehow no longer believe that

es wurde mir bereits letzte woche zugesichert, dass die angebliche Finanzabteilung informiert sei und es nicht mehr lange dauern kann. Leider glaube ich da irgendwie nicht mehr dran

Dear frizzard87, have you received the money?

yes and no. Only a payment of 500 euros has been received. Why and what the last 500 euros are being delayed again is not clear to me

jein. Es ist lediglich eine Zahlung von 500 euro eingegangen. Wieso und weshalb die letzten 500 euro wieder verzögert werden erschließt sich mir nichz

the screenshot is from today

der screenshot ist von heute

Thank you very much, frizzard87, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear frizzard87,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Frumzi Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

The money has arrived. Thank you for everything.

Das geld ist eingegangen. Danke für alles

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear frizzard87,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,

Jana Kopecká

Casino.Guru