Frumzi Casino - Povlačenja igrača su odložena.

Hello, I have made 2 withdrawals, one for 500 and another for 400. I received a confirmation for the 500 on March 20th, but yet no money. There were complications with the 400, so I've been in regular contact with support, who then authorized a manual withdrawal and confirmed it on April 4th.

Unfortunately, I have not received a single cent so far and I'm slowly becoming really frustrated. The payment method was bank transfer and KYC has not yet been requested or is not yet possible.

Hallo ich habe 2 Auszahlungen getätigt, einmal 500 und einmal 400. Zu den 500 habe ich bereits am 20. März eine Bestätigung bekommen, jedoch noch kein Geld. Da es bei den 400 zu Komplikationen kam, war ich bereits im regelmäßigen Kontakt zum Support, welcher dann eine manuelle Auszahlung angewiesen hat und dann am 4. April bestätigt hat.

Bisher habe ich leider noch keinen Cent erhalten und bin langsam echt am verzweifeln. Auszahlungsmethode war Banküberweisung und KYC wurde bisher nicht verlangt bzw ist noch nicht möglich.

Hello Lud0lf,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Frumzi Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

No, as I already mentioned, my account is not yet verified and so far it has not been requested, or I even offered to do so myself in the hope of speeding up the process, but I was told it was not necessary. The winnings were made by depositing with a bonus and then successfully fulfilling the requirements. The last contact was on April 4th when I received confirmation of the manually ordered withdrawal.

Thank you for your help!

Greetings Lud0lf

Nein wie schon erwähnt ist mein Konto noch micht verifiziert und bisher wurde es nicht verlangt bzw habe ich es sogar von mir aus angeboten in der Hoffnung den Prozess zu beschleunigen, aber es wurde mir für nicht nötig erklärt. Gewinn wurde durch Einzahlung mit Bonus und anschließender erfolgreicher Umsetzung der Anforderungen gewonnen. Letzter Kontakt war am 4. April als ich die Bestätigung der manuell angewiesenen Auszahlung bekommen habe.

Danke für eure Hilfe!

Gruß Lud0lf

Thank you Lud0lf for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Lud0lf,

This is Dominika and from now on, I will be taking care of your complaint. 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.

Kind regards,

Dominika

Casino.Guru

Dear Customer,

Thank you for reaching out to us.

We would like to inform that the withdrawals were already paid on the following dates:

400 EUR - 04.04.2024

500 EUR - 20.03.2024

We kindly advise you to contact your bank for the payment. Thank you for understanding!

Best Regards,

Customer Service

I can prove from bank statements that I have not received any money yet.

Ich kann anhand von Kontoauszügen nachweisen dass bisher noch kein Geld bei mir angekommen ist..

Dear Frumzi Casino, the player stated that they have not received payment. Can you provide instructions for submitting evidence?

Dear Dominika,

We sent you an email with the evidence of payment. Looking forward to hearing from you.

Best Regards,

Customer Service

Dear Dominika,

We sent you an additional email with both the payment confirmation that we received from the payment provider. Looking forward to hearing from you.

Best Regards,

Customer Service

When I asked my bank, I was told that payments via the service provider INPAY were not accepted and that the money had therefore been returned to you.

I would therefore like to specify a different account for the payout.

Auf Nachfrage bei meiner Bank hat man mir mitgeteilt, dass die Zahlungen über den Dienstleister INPAY nicht akzeptiert werden und somit das Geld zurück zu euch gegangen ist.

Würde daher gerne ein anderes Konto für die Auszahlung angeben.