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I won 5000,000 euros and the option of withdrawals than by bank transfer of minimum 20 euros and maximum 5000 thousand maximum withdrawal and 0% interest .

Relative to withdrawing all the money at once, they only allow 500 euros each time, which means repeating the process 10 times.

Ganhei 5000 mil euros e na opção de levantamentos do que por transferência bancária de mínimo 20 euros e máximo 5000 mil de levantamento máximo e 0% de juros .

Parente do levantar o dinheiro todo de uma vez e apenas permitem 500 euros de cada vez o que levará a repetir o processo por 10 vezes

Dear Joaoramos16,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear All,

Thank you for contacting us.

We would like to draw your attention to the following points of the General Terms and Conditions, which you accepted when creating your account on our website:

6.11: All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

In your case, the following limits applied:

(LEVEL 1) 500 EUR per transaction, every day (24 hours) / 7,000 EUR per month.

After reviewing your account information, we have found that you have recently requested a withdrawal submitted April 8, 2025.

Please note that this standard timeframe excludes weekends and public holidays. The status of your withdrawal will be updated in your balance history once it has been processed.

In addition, please bear in mind that in case you decide to cancel an existing pending withdrawal, the withdrawal processing time will start over.

We hope this helps you.

Sincerely, 

Frumzi Casino Team

Dear Joaoramos16,

I hope this message finds you well.

We sincerely apologize for the delay and any inconvenience this may have caused.

We are pleased to inform you that all of your pending withdrawals have been successfully completed, with the exception of the last one from April 10, 2025, which you canceled on the same day.

We trust that this information clarifies the matter for you.

Kind regards,

Frumzi Casino Team

Dear Joaoramos16,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Joaoramos16,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Nick
Casino.Guru