Frumzi Casino DE - Виведення виграшу гравця постійно відхиляється.

For weeks now, my winnings of 500 euros have been getting returned to my player account whenever I initiate a withdrawal. It says the BIC is not valid, it then leaves my account only to return a few days later. I am only informed during chat that it's being forwarded to the finance department, but I've heard nothing back so far.

Seit Wochen wird mein Gewinn 500 Euro auf mein Spielerkonto zurück überwiesen wenn ich eine Auszahlung veranlassen steht BIC nicht gültig geht dann aber vom Konto runter und ist ein paar Tage später zurück im Chat wird nur gesagt sie geben es an der Finanzabteilung weiter und bis jetzt nichts gehört

Dear flanders,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

No, it was still verified and an alternative payout method was not offered. It was offered in the chat that the payout would be made manually. It was also done but then came back to my player account after a few days. I have the complete chat history. Do you need it?

Nein wurde noch verifiziert und eine Alternative Auszahlungsmethode wurde auch nicht angeboten es wurde im Chat angeboten das die Auszahlung manuell vorgenommen wird wurde auch gemacht aber kam dann wieder nach ein paar Tagen auf mein Spielerkonto zurück ich habe den kompletten chat Verlauf brauchen sie ihn ?

Not verified yet

Noch nicht verifiziert

Thank you very much, flanders, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear flanders,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Frumzi Casino DE representative to join this conversation and participate in resolving this complaint.

Dear Frumzi Casino DE,

Could you state why the player's withdrawal has not yet been paid out, and why it gets returned to her casino account?

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear flanders,

Is your complaint regarding the Frumzi Casino DE, which has been closed for over two years now? Or is it regarding the Frumzi Casino?

Thank you very much in advance for providing the information.

Kind regards,

Stefan

Dear flanders,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.