Frumzi Casino - プレイヤーの撤退が遅れています。

Good afternoon, on 24/06, I made a withdrawal of 500, and on 25/06/24, another of 300. According to customer service, the funds should already be in my account, but no matter how much I talk to them, they always tell me the same thing. The processing time has ended, and I still haven't received my withdrawal. I filed a complaint, and this was their response:

Thank you for contacting our customer service team.

I can confirm that your withdrawal is nearing the end of processing by our Finance Department.

Our goal is to process withdrawal requests within 3 to 5 business days, starting from the day after the request was made or from the day the last withdrawal was processed.

Please note that this time period excludes weekends and public holidays.

The status of your withdrawal will be updated in your balance history once it has been processed.

Additionally, please note that if you decide to cancel an existing pending withdrawal, the processing time for the withdrawal will start again.

We can also see that today you will be receiving a withdrawal confirmation, as the waiting time has ended.

If you have any additional questions, please don't hesitate to contact us via email at support@Frumzi.com or live chat.

Best regards,

Customer Service

Buenas tardes el dia 24/06 hice una retirada de 500 y el dia 25/06/24 una de 300 segun atencion al cliente ya deberia de estar en mi cuenta pero por mas quw ha lo con ellos siemore me dicen lo mismo y el plazo de procesamiento ya finalizo y sigo sin recibir mi retirada. Puse una reclamacion y esta fue su contestación :

Gracias por ponerse en contacto con nuestro equipo de atención al cliente.

Puedo confirmar que su retiro está finalizando el tiempo para ser procesado por nuestro Departamento de Finanzas.

Nuestro objetivo es procesar las solicitudes de retiro dentro de 3 a 5 días hábiles, a partir del día siguiente en que se realizó la solicitud o desde el día del último retiro procesado.

Tenga en cuenta que este período de tiempo excluye los fines de semana y días festivos.

El estado de su retiro se actualizará en su historial de saldo una vez que haya sido procesado.

Además, tenga en cuenta que en caso de que decida cancelar un retiro pendiente existente, el tiempo de procesamiento del retiro comenzará de nuevo.

También podemos ver que el día de hoy estará recibiendo una confirmación del retiro, ya que el tiempo de espera ha terminado. 

Si tiene alguna pregunta adicional, no dude en ponerse en contacto con nosotros a través del correo electrónico support@Frumzi.com o el chat en vivo.

Los mejores deseos,

Servicio al Cliente

Dear sanagui,

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,

Petronela

Dear sanagui,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.