Frumzi Casino - プレイヤーは出金と入金の問題に苦しんでいます。

Dear tillycandoit,

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. Do I understand correctly that this was your first withdrawal attempt? Have you accumulated your winnings with or without an active bonus?

Regarding the lost deposits - the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

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,

Kristina

Dear Kristina,

Thank you for looking into this and your quick response, it is much appreciated.

To answer your questions:

I actually had attempted a withdrawal before this one and ended up losing the money as I had the same experience prior with delayed payment and my withdrawal being declined. I have also tried to withdraw two more times after this attempt (31/12/23) on the 3/1/24 and 9/1/24 as I had contacted Live Chat and they told me to try again. Both have again been declined. They do not give me any reason why and they are ignoring my emails to support. No documents have been requested.

I have not accumulated my winnings using any bonus. All have been straight cash deposits no bonus and I have not used any of the other bonuses they offer (for example free spins).

With regards to the lost transactions:

It was via Bank Transfer which uses something called Micardo Card. I had successfully deposited using this method about 5 times prior each for $20 aud. I have tried to contact Micardo Card but their email service rejected my email. Thank you for the advice about contacting my bank, I will do so tomorrow.

If there's any more question you have please ask 🙂 Thanks again for your help and I look forward to your response.

Kind regards,

Anthony

Good afternoon Kristina,

Hope your well.

Just wanted to follow up and let you know I just got off the phone with my bank and have disputed the two transactions that were declined on the casino end. I am a little worried, as I was reading the T&Cs of Frumzi the other day and it said something like not to dispute transactions. I hope this doesn't give them an excuse to screw me over, however they have seemingly done nothing about fixing this when I contacted them so not sure what else I could do.

I will email them and let them know I have disputed the two transactions. I don't expect them to reply.

Thanks again for your help and time.

Kind regards,

Anthony

Thank you very much for your reply, tillycandoit. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

G'day Kristina,

Thank you for your reply.

I have just sent all through now to your email. 6 emails in total.

Sadly I have received no reply from Frumzi.

Please let me know if there is anything else you need.

Kind regards,

Anthony

Thank you very much, tillycandoit, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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.  

Hello tillycandoit,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Frumzi Casino to join the conversation.

Dear Frumzi Casino,

Can you please provide more information on why were the player's withdrawals not processed? Furthermore, could you kindly furnish more information on why the two deposits made by the player were not reflected in their casino account balance? If the information can't be shared publicly please forward them to me at michal.k@casino.guru 

Dear Customer,

Thank you for reaching out.

First and foremost, we would like to extend our sincere apologies for the delay caused.

Regarding the withdrawal of your balance, it has been forwarded to the relevant department in order to find a solution as soon as possible, which we will inform you about separately. It appears that it keeps getting rejected at the payment provider stage.

After we checked the evidence you provided for the missing deposits, it was established that it corresponded to two successful deposit transactions made by you. In order for us to investigate it more thoroughly, would it be possible for you to provide us with other/more specific evidence for each transaction? We will make sure to check it with priority.

Best regards,

Frumzi.com

Good day Frumzi,

Thank you very much for replying to me here. It is a pleasure to hear from you.

With regards to the withdrawal, I look forward to your correspondence on how to best proceed. I have been waiting a while now.

Now in relation to the missing deposits I have some concerns. I have just logged into my account hoping that maybe you had added the missing $40 AUD to my balance but instead I find that my Balance History appears to have been wiped clean. My search returned no results:

This is very odd. Why do you suppose this is? All history is missing including my game history. Luckily for me I took a screenshot of the two failed transactions in question on 16/1/2024:

As you will see they show as failed and no money being added to my account. I have already sent to your Live Chat the screenshot below which is from my online Internet Banking that corresponds to the missing transactions (highlighted in blue):

Please be aware (as I hope you already are as I emailed your support team and also mention in this forum post) that I disputed these two transactions with my bank under the term of not being provided with the goods or service. I just checked now and they have not been reversed yet. My bank did not guarantee that they could get the funds back. I am still missing this $40.26 AUD (for some reason that is what Mikado Card - one of you payment processors - took ($20.13) for both deposits that failed of $20.00 each).

The only other thing I could of gotten but annoyingly did not was the Failure ID for both transactions on the Mikado Card website when the transactions did fail. Contacting them myself seems incredibly difficult, looking at their website only has a get in touch option and I did try that and I received an email rejected response. Would it help if I called my bank and asked for the exact time of these transactions and see if they match up with the failed transaction from my screenshot? I have also contemplated making an account on Mikadocard.com so I can talk to their Live Chat but I do have my reservations that this will yield any result. Would you like me to try?

Please look further into this as I believe you will find that I am still owed this money either via refund (possibly from my bank) or to be deposited into my players account (then I will cancel the dispute with my bank).

Thanks for your help and time. Please do not hesitant to ask for anything further you may need from me.

I eagerly await your reply.

Kind regards,

Anthony

Dear Customer,

Thank you for your reply.

We recommend trying different date filters or clearing cache and cookies of your device in order to see your account history.

We checked your previous withdrawal attempts and established that the problem was the BSB code entered by you. It needs to be 6 digits for the payment to go through. Would you be so kind as to try to request the withdrawal again, making sure that the BSB code is 6 digits?

It would be of great help if you contacted your bank in order to get more details about the missing transactions, as it will help us pinpoint more precisely the exact payments which we need to check. Looking forward to the new information from you.

Best regards,

Frumzi.com

Dear Frumzi.com,

Thank you for your reply.

I cleared cache and cookies and I can get gaming history by clicking the "casino" tab option. I still cannot see my cashier history even when playing around with my options regarding dates and clicking on "all" or "cashier".

As requested I have submitted a new withdrawal request. I have removed the "-" from the BSB number so now it is only the 6 digits. There was no space for the SWIFT code so I put it beside the BSB (which incidentally is where it says "clearing number"). For transparency here is a screenshot of my withdrawal right before submitting:

Please let me know if there's anything wrong with what I did.

I have just gotten off the phone to my bank. They have provided me with exact times for the transactions. For simplicity sake please see below my timeline/comparison of the two disputed transactions and an additional transaction that was successful prior to the two failures:

From my bank:

29/12/2023INTERNET EXTERNAL TRANSFER (date/time provided by bank 29/12/2023 22:12:55)

TO 242000 235945002 REF NO 10426891

CGBJE59037028109$20.13

30/12/2023INTERNET EXTERNAL TRANSFER (date/time provided by bank 29/12/2023 22:48:13)

TO 242000 235945002 REF NO 6929921

CGBJE59037028217

EFFECTIVE DATE 29/12/2023$20.13

30/12/2023INTERNET EXTERNAL TRANSFER (date/time provided by bank 29/12/2023 22:52:21)

TO 242000 235945002 REF NO 25281921

CGBJE59037028230

EFFECTIVE DATE 29/12/2023

From Frumzi cashier history:

29/12/2023 22:10:21 BTvoucher PGW Deposit Amount $20.00 Completed (ID not available - did not get in screenshot and cannot access now - not a big issue - this transactions went through).

29/12/2023 22:46:14 BTvoucher PGW Deposit Amount $20.00 Declined ID 3933578285

29/12/2023 22:50:21 BTvoucher PGW Deposit Amount $20.00 Declined ID 3933725973

As you will notice there is approximately a 2 minute gap between each transaction. I believe this is because the time provided by Frumzi History is when I have initiated the deposit. But once initiated it opens up another page which did take about two minutes where I had to log into my internet banking through the Mikado Card website and select which account to transfer from and then wait for it to go through.

The guy from the bank also noticed how the first transaction (that succeeded) went to the same account/BSB as the two that failed "242000 235945002".

I enquired about the progress of the dispute for these two transactions and he indicated it was ongoing. I will be notified once it is completed (whether successful or unsuccessful) and I will of course let you know this outcome.

Meanwhile I suggest that you follow up with your payment processor Mikado Card though. They have taken my money for over a month now.

Not really sure what more I can do to prove to you that this is the case.

Once again, thank you for your time and effort into this. I appreciate it. Hoping my withdrawal goes through this time. As always if there's anything more you need from me please let me know.

I look forward to your reply.

Kind regards,

Anthony

Dear Frumzi.com,

Hope you are doing well.

Just following up regarding my withdrawal. Clearly I must of done something wrong because the $500 withdrawn has been returned again to my Real Balance.

I do find it quite frustrating that there is no communication from the casino when this happens.

Please let me know how to proceed.

Kind regards,

Anthony

Dear tillycandoit,

I have reviewed the screenshots, and I'm not sure if you have inserted the BSB / Clearing number correctly. If I understand it correctly, only the 6-digit number should be inserted there, but I would like the Frumzi team to confirm this.

Dear Frumzi Casino,

Can you please clarify the above?

Dear Customer,

Thank you for your response.

In order to assist you with the withdrawal, we would like to ask you to provide us with your bank information. You were sent an email with the information request to which you can reply with the information.

We appreciate you providing additional information about the deposits, it was forwarded to be reviewed by the relevant department.

Best regards,

Frumzi.com

Dear Customer,

In order for us to check further about the deposits, would you be able to send us your bank statement for 25.12.2023-31.12.2023 in PDF format? You can send it support@frumzi.com or use the email that we sent you to requested bank information. Thank you in advance.

Best regards,

Frumzi.com

Dear Frumzi.com,

Thank you for getting back to me so quickly. It is very much appreciated.

I have received your email and replied with the required banking information.

The only issue was getting the bank statement for the timeframe you requested. I checked my online statements and my latest is only up to 6/12/2023. On top of that they only come every 6 months. I will contact my bank tomorrow and see if I can get a new one. Once I have it I will email it to you.

Thanks again for your help. Have a good one.

Kind regards,

Anthony

Dear Frumzi.com,

I have received the withdrawal, thank you! Very quickly done on your end, credit where credit is due, good work 🙂.

With regards to the requested bank statement, I am still waiting on my bank. They are taking longer than they said but I will give them another day. I will send it through as soon as I get it. Just wanted to mention also that my dispute was declined. Not sure why, if I have to call them tomorrow about the bank statement I will ask them why then.

Dear Michal @Casino.Guru,

Thanks for your help so far.

If possible could you update the disputed amount for this complaint to $40.

Also, please change the reply timer to waiting on me, as it is up to me to provide the bank statement.

Cheers!

Kind regards,

Anthony

Dear tillycandoit, 

Do I understand correctly that you received the disputed withdrawal of "just" 460 AUD? Or what are the 40 AUD you want to set as the disputed amount, please?

Dear Michal,

I received the withdrawal of my full balance of $500. 🙂🙂🙂

However the $40 is in reference to the two failed deposit transactions of $20 each.

Frumzi.com have requested a bank statement from me, which I am still waiting on my bank to provide.

Hope that clears things up.

Kind regards,

Anthony

Dear tillycandoit,

Thank you for the clarification. I'm glad that you received your withdrawal of $500 in full successfully.

Please keep me updated once you forward the Frumzi team the requested bank statement, and once that is verified by them, I believe we can close this complaint as resolved.

Dear Frumzi.com,

Hope you are having a nice day.

I have just received the bank statement for the time frame requested. It actually covers enough time to show all my deposits at your casino. It will show the two transactions that didn't go through into my players balance.

I have emailed it as a reply to request 12769261 (where I sent my bank details).

Also please note I asked my bank why the dispute to return the funds was rejected; they informed me that they requested from "Citi Group" to have the money returned and were told no.

Hope this helps you track it down.

Please let me know if there's anything else you need from me.

Kind regards,

Anthony

Dear Anthony,

Thank you for providing us with the bank statement.

We would like to inform you that the 2 deposits of 20 AUD were credited to your casino account.

Best regards,

Frumzi.com

Dear Frumzi.com,

Thank you very much 🙂. What a turnaround. My frown is now upside down 🙂

Dear Michal @ Casino.Guro,

Everything is resolved! You may close the complaint as such 🙂 Thank you and thanks to Kristina and the whole Casino Guru team. Very nice to have you all here as a service to us players. Keep up the good work.

Kind regards,

Anthony

Dear Anthony / tillycandoit,

I'm glad the situation could be worked out. 🙂

As the complainant confirmed that the situation has been resolved and they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru