Good Day

I've been waiting for my payout from this casino for a week now.

I was told it would take 3 to 5 business days. I've taken screenshots of my transactions.

The money should have been in my account by today at the latest.

The casino keeps repeating the same thing - there are delays

Guten Tag

Ich warte seit 1 Woche auf meine Auszahlung von diesen Casino.

Mir wurde gesagt 3 bis 5 Werktage. Ich habe Screenshot gemacht mit meinen verl?ufen.

Das geld sollte heute sp?testens auf mein Konto sein.

Das casino sagt immer wieder das selbe es gibt Verz?gerungen

Dear Alineb1991, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

Hello, I requested the payout on Sunday March 17th. I was told the money will be in my account on Wednesday. To this day I don't have the money. Emails are not responded to. I have all the proofs via screenshot that it will be 100% paid out 3 days later. I was blocked from customer chat. Please contact the casino.

Hallo ich habe die Auszahlung am Sonntag 17.3 beantragt. Mir wurde gesagt, dass das Geld am Mittwoch auf mein Konto sein wird. Bis heute habe ich das Geld nicht. Auf e Mails wird nicht reagiert. Ich habe alle Beweise per Screenshot, dass es zu 100% 3 Tage sp?ter ausgezahlt wird. Für den Kundenchat wurde ich gesperrt. Bitte kontaktieren Sie das Casino.

Thank you for your reply, Alineb1991. 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.

But I was told that the money would be there on Friday last week

The payment still hasn't been sent

Mir wurde aber gesagt, dass das Geld am Freitag da sein wird letzte Woche

Die Zahlung wurde immer noch nicht verschickt

To date, no money has arrived. Every time it is said that money is in its final phase

Bis heute ist immer noch kein Geld eingetroffen. Jedes Mal wird gesagt, dass Geld befindet sich in der Endphase

Good day. The casino canceled my withdrawal due to a system error. I'm desperate. Please help me

Guten Tag. Das casino hat mir eine Auszahlung storniert wegen einen Systemfehler. Ich bin am verzweifeln. Bitte helfen Sie mir

Thank you for the update. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Good day. Verification is not required. The money keeps coming back because of the system error. Played without a bonus

Guten Tag. Vertifizierung wird nicht ben?tigt. Das geld kommt immer wieder zurück wegen den systemfehler. Ohne Bonus gespielt

Your request (14057878) has been updated. Reply to this email to add additional comments.

Nico (Frumzi)

Apr 1, 2024, 12:58 EEST

Hello Aline,

Thank you for contacting our customer service.

We would like to inform you that we have requested 2 manual withdrawals for you in the amount of 500 EUR, i.e. 1000 EUR in total and you will be informed about this by the finance department.

If you have any further questions, please contact us by email [email protected] or via live chat.

Best regards,

Customer service

Ihre Anfrage (14057878) wurde aktualisiert. Antworten Sie auf diese E-Mail, um weitere Kommentare hinzuzufügen.

Nico (Frumzi)

1. Apr. 2024, 12:58 OESZ

Guten Tag Aline, 

Vielen Dank, dass Sie sich an unseren Kundendienst gewendet haben.

Wir moechten Sie darueber informieren, dass wir fuer Sie 2 manuelle Auszahlungen in Hoehe von 500EUR, also 1000EUR insgesamt beantragt haben und Sie diesbezueglich von der Finanzabteilung informiert werden.

Wenn Sie weitere Fragen haben, kontaktieren Sie uns per E-Mail [email protected] oder per Live Chat.

Mit freundlichen Grü?en,

Kundenservice 

Thank you very much, Alineb1991, for your cooperation. I will now transfer your complaint to my colleague Jakub ([email protected]) 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 Alineb1991,

I am Jakub and from now on, I will be taking care of your complaint.

Meanwhile, if there are any updates regarding your withdrawals, please let me know.

I would like to invite Frumzi Casino's representatives to join this discussion in order to resolve this issue.

Dear Frumzi Casino,

Could you please provide an update on the status of the player's withdrawal request?

Best Wishes,

Jakub

Good day. The money arrived after 3 weeks. The case is closed. Thank you very much

Guten Tag. Das geld ist eingegangen nach 3 Wochen. Der Fall ist erledigt. Vielen Dank

Dear Alineb1991,

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 patience, 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,

Jakub