Frenzino Casino - Spillerens udbetaling er blevet forsinket.

Ladies and gentlemen

I would like to inform you that I received three payouts from this game: the first was €300 to my bank account, the second was €300 to my PayPal account, and the third was €100 to my bank account. Since I now have a balance of €4744.18, I would like to withdraw it to my bank account. As I am a little worried that the withdrawal might not go through, I would like to request that you send it to me as a crossed check. Thank you in advance.

Best regards

Stefanie S.

Sehr geehrten Damen und Herren 

Hiermit möchte ich Ihnen mitteilen das ich bei dem Spiel dreimal meine Auszahlung mit bekommen habe die erste Auszahlung war von 300 Euro auf das Girokonto die zweite war von 300 Euro auf das Paypal Konto und die dritte war von 100 Euro auf das Girokonto   Da ich jetzt ein Guthaben haben von 4744,18 Euro und Ich möchte mir das gerne auszahlen lassen auf das Girokonto Da ich ein bisschen Angst davor habe das es nicht klappt mit der Auszahlung möchte ich sie bitten mir das als Verrechnungsscheck zukommen lassen Ich danken ihnen im Voraus 

Mit freundlichen Grüßen 

Stefanie S.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the concerns regarding the withdrawal. To better understand the situation, may I ask a few clarifying questions?

• Have you already requested the withdrawal of the €4,744.18 balance, and are there currently any pending withdrawals visible in the account?
• Have you contacted the casino’s customer support regarding the available withdrawal methods?

Please note that it isn’t possible for us to request or enforce a specific payment method on your behalf. The availability of payment options depends on several external factors, such as licensing rules, geolocation, agreements with payment providers, and banking restrictions. Even if a certain method was previously available or used for deposits, it may not always be offered for withdrawals, or it may be discontinued.

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

Best regards

Veronika

Good evening

Since I sent an email to customer service and received a message that the email could not be sent, I am attaching photos because it is no longer about the payout amount of €4744.18 but €5000.00. Yes, I requested a payout of €5000.00 and am attaching the photo, but there is no visible payout in my account. I would like to ask you to process this as quickly as possible.

Best regards

St.S.

Guten Abend

Da ich dem Kundenservice eine Email geschickt habe und dann kann die Meldung das die Mail nicht versendet werden kann sende Fotos davon mit da es sich nicht mehr um den Auszahlung Betrag von 4744.18 Euro handelt sondern von 5000.00 Euro ja ich habe die Auszahlung von 5000.00 Euro beantragt sende das foto mit und es sind keine sichtbaren Auszahlung auf meinem Konto zu sehen ich möchte sie bitten das schnellstmöglich zubearbeiten

Mit freundlichen Grüßen

St.S.

When exactly did you submit your current withdrawal request of €5000? Has the casino responded to your messages in any way in the meantime?

I requested a withdrawal of €5000 a week ago. Since then, I haven't received any response from the casino. I'm sending you photos as proof. I hope for the fastest possible payout.

Ich habe den Auszahlung Betrag von 5000 Euro vor einer Woche gestellt In der Zwischenzeit ist keine Reaktion auf meine Nachrichten eingegangen vom Casino sende Ihnen als Beweis Fotos mit ich hoffe auf schnellstmögliche Auszahlung

Suddenly the payout amount was gone. I couldn't see what they sent me regarding the 5000 euros because the time had expired, and I want the winnings as soon as possible, either as a crossed check or via cash payment at the post office.

Auf einmal war der Auszahlung Betrag weg ich konnte nicht sehen was die mir geschickt haben wegen den 5000 Euro wiel die zeit rum war und ich möchte schnellstmöglich das gewonnen geld haben aber als verrechnungscheck oder per Barauszahlung bei der post

Thank you for your reply. Am I correct in understanding that the withdrawal request was cancelled by the casino and the money has been returned to your gaming account? Have you tried submitting a new withdrawal request?

Yes, the money was cancelled but not refunded to the player's account, therefore I couldn't submit a new withdrawal request. I would like to ask you to please send me the entire winnings of €5700 from the casino as soon as possible.

Ja das geld worde storniert aber nicht auf das spielerkonto zurückerstattet deshalb konnte ich keine neue Auszahlungsanfrage stellen ich möchte sie bitten das ich das den ganzen geldgewinn schnellstmöglich bekomme von 5700 Euro vom Casino

Dear Kleinemaus11220

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you Kleinemaus11220 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Frenzino Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

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.

As I said, I haven't played the game since the incident, and I want my winnings back. What happens to the winnings if the case is closed as unsolved?

Wie gesagt ich spiele das Spiel seit dem Vorfall nicht mehr und ich möchte meine geldgewinn haben was ich erspielt habe usw und was ist dann mit dem geldgewinn wenn der fall als ungelöst geschlossen wird

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Commission (KGC) (complaints@gamingcommission.ca) or by using the online form on their webpage.. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter