Frumzi Casino - 決済が遅延しているとのクレームがあります。

I've been waiting for my withdrawal for a week now, sadly I never received a response from support via email. Instead, I had to wait a long time in chat, only to be placated with the fact that the processing typically takes three business days. However, I've been waiting for the processing since 14.03.2024. I declined bonuses at the beginning because they aren't applicable to playing live roulette games, this was to ensure I wouldn't be at a disadvantage in case of winning. As for the casino, they haven't corrected the initial typo in my name. Instead of Verenq, my name is Verena. I have a feeling that no one is working there. That's why I'm turning to you as the withdrawal period has been significantly exceeded.

No response is given to my email inquiries regarding the status of the processing.

seit einer Woche warte ich auf meine Auszahlung, leider bekam ich vom Support per Email nie eine Antwort. Hingegen musste ich im Chat lange warten, und wurde nur vertröstet, dass gewöhnlich die Bearbeitung drei Werktage dauert. Ich warte auf die Bearbeitung allerdings seit 14.03.2024. Boni habe ich am Anfang abgelehnt, da diese für das Spielen von Roulette Live-Spielen nicht gelten. Damit ich im Gewinnfall keine Nachteile habe. Seitens dem Casino, habe ich noch auf den anfänglichen Tippfehler statt Verenq, Verena, die Änderung des Tippfehlers im Vornamen hat der Support immer noch nicht vorgenommen. ich habe das Gefühl, dass dort Niemand arbeitet. Daher wende ich mich nun an Sie, da die Auszahlungsdauer deutlich überschritten ist .

per Email wird auf meine Nachfrage zwecks Bearbeitungsstand, nicht reagiert.

Dear infopv,

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,
Complaints Resolution Center

Now, after just one week, the payment has actually been completed.

So it was resolved after 7 days instead of regulary 3 days.

Thank you very much.

Verena V***

Dear infopv,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru