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Frank Casino - Cashout to Jeton impossible

REJECTED
Complaint Info
Disputed casino Frank Casino
Reason Declined payment
Amount zł 2400
kupczyslaw Poland
Posted on March 4, 2021

Hi, I have made a request to withdraw my winnings using Jeton e-wallet (this option is available on my account), but my cashout was canceled and their reason is 'temporary unavailable' so i waited and make another one and the result was the same. Prior to my withdraw i was told that i can use it 'Regarding Jeton, you can use it as long as it is in your account. ', now apparently i can't. I would never deposit in first place if i knew that this option, even though it's available on site, don't work. Support told my to use bitcoin, but that form of cashout is really bad for me, fees, exchange of currency. I would lose a big % of my winnings.

If the withdraw option don't work it shouldn't be available, but in that case it is. I was always using jeton on that site more then 20 withdraws

I don't know what to do, please help me AG. I want to withdraw 2400 polsih zlotys it's 530 euro

Posted on March 4, 2021

Hello,

Jeton is unavailable at the moment. We recommend you to use Neosurf of Ecopayz, there are no additional fees from our side. If you need any help, please contact our support team for the fastest assistance.

Frank Casino

kupczyslaw Poland
Posted on March 4, 2021

I am using only Jeton ewallet(closed my ecopays and neosurf accounts). If it doesn't work casino should disable it, but still it's available. I don't think i can win in this case, so please AG close this complaint(even as resolve). A huge thanks to everyone for their time.

AskGamblers
Posted on March 4, 2021

Dear @kupczyslaw,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm whether you have cooperated with the Frank Casino team and tried different withdrawal method?

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

kupczyslaw Poland
Posted on March 5, 2021

No, I just lost all my winnings after the response Frank Casino made. From 20.02 I had 20 failed withdraws due to this 'temporary inaccessibility' , i just lost hope yesterday and really didn't care anymore about this. When I make a deposit I always check if the siutable withdraws methods for me are available, apparently it's not enough, well its not enough even if you are told 'Regarding Jeton, you can use it as long as it is in your account'. I am closing my account there.
Again a huge thanks to everyone for their time.

AskGamblers
Posted on March 5, 2021

Dear @kupczyslaw,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we could understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is being finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lost the validity of you claim against the operator which led to rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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