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PlayFrank Casino - Account locked when requesting withdrawal for no apparent reason, issue not resolved after more than a month

REJECTED
Complaint Info
Disputed casino PlayFrank Casino
Reason Delayed payment
Amount kr 36000
Inactive user
Posted on July 11, 2017

Hello AskGamblers,

On the 11/05/2017 I made a deposit of 18 000 sek to PlayFrank through Skrill and won 18 000 sek in the live casino leaving me with a balance of 36 000. On the same day I requested a withdrawal to my Skrill account. Over the next few days I waited for my withdrawal to arrive but nothing happened. I went on holiday abroad on the 18/06 - 25/06 and when I came back I tried logging in to my account to see what the problem could be. And what would you know - my account was locked.

I contacted the support on the 26/5 who told me to contact selfex­clu­sio­[email protected]­ver­yma­tri­x.com to see what the problem could be. After not receiving any response from selfex­clu­sio­[email protected]­ver­yma­tri­x.com I again spoke to the live chat on PlayFrank on the 14/06 and was told the reason for my account being locked is a:
"routine check that has been delayed". Which is weird since my account was fully verified a month earlier.

I was told my issue would be resolved as fast as possible. Well, here I am a month later, two more attempts of reaching out to them and nothing has happened. Only empty promises saying that they will look into it as fast as possible.

Best Regards, Albin

AskGamblers
Posted on July 11, 2017

Dear @swe4lbin,


Keep in mind that your attachments have been removed due to the fact these were containing sensitive personal information which you, as per the AGCCS Guidelines, were supposed to hide or mask before uploading. 


 

Inactive user
Posted on July 12, 2017

Hello again AskGamblers,

I apologize for sending attachments with sensitive information. I have attached new documents with personal information hidden.

AskGamblers
Posted on July 13, 2017

AskGamblers Complaints Team have been provided with clear and undisputed evidence on behalf PlayFrank Casino management that player violated their Terms&Conditions #11.1 and more specifically, committed an activity which could and shall be potentially considered as fraudulent.


"11.1 The following activities are not allowed and constitute a material breach of the Terms:
* Colluding with other third parties;
* Using unfair advantage or influence (commonly known as cheating), including the exploitation of a fault, loophole or error in our software, the use of automated players (sometimes known as 'bots'); or the exploitation of an 'error';
* Undertaking fraudulent activities to your advantage, including the use of a stolen, cloned or otherwise unauthorised credit or debit card, as a source of funds;
* Taking part in any criminal activities including money laundering and any offence with criminal repercussions.
* Transferring of funds from one player account to another."


AskGamblers Complaints Team maintains zero tolerance towards player trying to abuse our complaints service and/ or not using it in a good faith. Based on the above AskGamblers Complaints Team decided to reject the case and suspend player's further access to AGCCS.

AskGamblers
Posted on August 26, 2020

AskGamblers Complaints Team have been provided with clear and undisputed evidence on behalf PlayFrank Casino management that player violated their Terms&Conditions #11.1 and more specifically, committed an activity which could and shall be potentially considered as fraudulent. "11.1 The following activities are not allowed and constitute a material breach of the Terms: * Colluding with other third parties; * Using unfair advantage or influence (commonly known as cheating), including the exploitation of a fault, loophole or error in our software, the use of automated players (sometimes known as 'bots'); or the exploitation of an 'error'; * Undertaking fraudulent activities to your advantage, including the use of a stolen, cloned or otherwise unauthorised credit or debit card, as a source of funds; * Taking part in any criminal activities including money laundering and any offence with criminal repercussions. * Transferring of funds from one player account to another." AskGamblers Complaints Team maintains zero tolerance towards player trying to abuse our complaints service and/ or not using it in a good faith. Based on the above AskGamblers Complaints Team decided to reject the case and suspend player's further access to AGCCS.

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