Complaint #27 Frank Casino

Delaying verification progress multiple times to lose bonus money and locking account

By niko b.

6 years ago

All started month ago when i won 600€ bonus money that had to be used in few days. I wanted to withdraw 620€ real money before accept bonus to my account. (risk to lose my real money as well) They asked account verification. I send all documents that they asked in same day (and those were accepted by multiple other casinos). They declined first because i didn't send those in PDF mode. Problem is they accept only JPEG, PNG and TIF on site. Tried to ask if they could put my real money to pending withdraw so i could accept that 600€ bonus. Didn't accept that. I send those documents via email and got accepted. (of course after time of my bonus was ended) Tried to make withdraw again. Withdraw was still declined reason was first "Your account is on additional check of your trustly payment system" and after that "at the moment we are going trough some technical issues" Then they recommended me to make minimum deposit with other method and withdraw with that new method. Did what they asked and then surprise they wanted new verification and bank statement in PDF that includes that minimum deposit with new method. I asked bank statement from my bank. Got one day statement that includes deposit. Downloaded that in JPEG in my account but it was declined because not PDF. Send it in PDF by email. Still declined because it didn't show them my full month statement??? Had to wait around week for that full month bank statement from my bank. Finally got my withdraw after send that full month bank statement in JPEG and PDF. This full process took three weeks and lost that 600€ bonus because of all this.

Thought i made account full verification now and playing should be easy now. Until.... i played for while without problems, but asap when i won 500€ bonus money (have to use in 2days) they asked new verification. This time "we will need you to take one selfie holding your id-card (front side) or passport, close to your face, so that both your document and your full face are inside your selfie picture." I send it couple times and now its accepted. Got email that my account is verified now again. Logged in to my account and tried withdraw 980€. Surprise this time my cashier was locked without any information to me. So i still can't withdraw my money. Had to go ask what is problem this time. Now reason for this locking is "Your account is being checking by our Security department" "Additional checking just to check your game history" Now theres one day before i lose that 500€ bonus also because of this ridiculous delays.

Disputed Casino Frank Casino

Reason Verification issues

Amount €980

Discussion

AskGamblers

• Support Team

6 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

forplayers

• Finland

6 years ago

Lost that first bonus but got second bonus and withdraw is completed.

So case can be closed.

AskGamblers

• Support Team

6 years ago

Dear @forplayers,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Frank Casino

• Representative

6 years ago

Dear forplayers,

I will be happy to answer your complaint.

I understand that such verification steps make you uncomfortable, but I assure you that this is to protect your personal data. Therefore, we often require from our customers the correct data in order to conduct all AML procedures. In our casino, the safety of financial transactions is the highest priority.

By the way, I can please you with the fact that everything is in order with your accounts, all verification procedures have been completed, and a bonus of 500 euros has been re-issued to you.

I apologize for the inconvenience, have a nice day!

With best wishes,
Frank Casino Team

Frank Casino Complaint Stats

Resolved 10 / 11

Avg. Amount $2,174

Avg. Complaint Duration 7 days

Avg. Response Time 1 day

Frank Casino Complaints

See all complaints for this casino

No one to talk to and huge amount of funds nonwithdrawable

Hello.

On 23 May 2025, I made 4 deposits:
1 - 45,000 SEK (equivalent = 4700 USD)
2 - 45,000 SEK
3 - 45,000 SEK
4 - 15,000 SEK

The goal was to have a balance of 150,000 SEK.
I've deposited the exact same amount in 2023, had my account verified.
But back then it took 2 whole weeks to get my money back.

Today on the 26th of may, the money was finally deposited to the account.
I then played roulette - a total of 260 Roulette spins.

I ended up with a balance of 525,000 SEK (Equivalent = $55,140)

And because the maximum amount you can withdraw from Frankcasino is 25,000 SEK / 2550 USD,
I made 21 withdrawals.

I then accidentally cancelled one.
IMMEDIATELY after, I tried to withdraw the 25,000 SEK again.

Only to be met with this text - no explanation as to why at all, and no one to talk to, no emails received, nothing:
"ATTENTION: WITHDRAWAL UNAVAILABLE. PLEASE CONTACT OUR SUPPORT TEAM TO GET MORE INFO"

... Well, the problem here is that there is no support to contact.
There is no live support. The "live chat" only says the opening hours of it. But you can't type anything.
There is literally no one to talk to. I've emailed them - nothing. I tried contacting on Messenger and on Telegram, but the code you're supposed to receive on your phone or on your email never gets sent out.

I'm afraid to be stuck in limbo on a company that holds this amount of my funds.
As mentioned, I've already deposited this amount in 2023 - but back then it took forever, many weeks, to get my money back, and they were more active. In 2025 it seems there are no one to talk to at all.

I sincerely hope that this post brings awareness and a response from FrankCasino.se,
So that I can get my funds out and an explanation as to why I cannot make my last withdrawal.

May is my last gambling month. I don't do it in June because I have other responsibilities.
Sincerely hope I get this resolved this week, or at the very least, get ANY TYPE of response from Frankcasino.
Because contacting them have been fruitless so far.

Thank you in advance.

Resolved

kr25,000

Deposited three times but not credited

I diposited amount of 2500 three times the transaction made via upi provide platform by casino the amount debited from my bank account but not showing in gaming account.

I contact to casino support the support agent said you still waiting 5 or 7 days then I waited after that I again contact to casino support then he asked all information of transaction via email, I sent all information for these transactions but no any response from casino today again I contact support agent he said the amount not received so where goes my amount and who responsible for this.

So I complain to this casino to cheating me and my amount not refunded.

Rejected

₹7,500

I was denied eligible amount of withdrawal by Frank Casino

I made an account on the website Frank Casino on 18.1.2023 and played the welcome bonus. I won the bonus and my balance was 2390 euro at the end of the bonus. After I fulfilled the wagering requirement my balance went to 500 euro. So I was denied my eligible amount of withdrawal by Frank Casino.

I contacted Frank Casino chat support and they told me that welcome bonus has 500 euro cap. In their bonus policy or anywhere else it doesn't say about 500 euro cap. It only says that person can win 2000 euro from the welcome bonus.

My friend helped me yesterday and contacted to Askgamblers and they advised me to make a ticket. I have attached screenshots from my balance, Frank Casino bonus policy rules, my gaming history, their welcome offer that I got to my email and the chat with Frank Casino support.

Resolved

€2,000

Cashout to Jeton impossible

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

Rejected

zł2,400

Missing funds following Evolution Gaming software glitch

Played in Frankcasino. They had a tecnical problem. My screen went on black and I could not login for 5 minutes.

After ii could login i saw missing funds of a total amount of 331,20 euro

Frankcasino did not wanted to investigate the situation an said that i make those bets of

first 55,20 EUR, 2nd of 165,60 EUR and the 3rd of 110,40 EUR.

The information they gave me totally false.

One i did not make those bets.

Two i got evidence of it. Because when i look up in Evolutiongaming history i lost that day 1181,50 in Evolutiongaming one person using Frankcasino.

In Frankcasino I lost that day a total amount of 1512,70 euro.

1512,70 - 1181,50 is exact my missing amount of 331,20

Help me out with this.

I got evidence of my losses that day in Evolutiongaming using Frank Casino.

I got evidence of not placing any bet in Frank casino during their technical issue.

I got evidence that i only played in Frankcasino using Evolutiongaming one person.

How could Frank Casino says that i placed those bets and lost it all. This is totally not acceptable and its sure not the truth.

Now they did an investigation and they are telling me that the technical department checked it out and they said i make those bets. Very weird because i also send them the evidence. I got the feeling that they did not look at my evidence and that they

dont wanna solve this escalation. It happened on Oct 30.

This is what Frank Casino is telling me now:

we have came to the same result, there was bets made in this time period that was mentioned before.

Can you please help me with this situation.

Resolved

€331

Frank casino - Does not pay my balance out

Hello,

Since 10 march i am busy with frank casino to pay me my in total of 400 euro’s. First they paid me 100 but i need to get 300 euro’s more. I had contact with them via email and they told me 2 times now that they will proces the 300 euro’s within 2-4 bank days. 2 times i haven’t got anything on my bank account. Now i was getting mad at them because they don’t pay me my money. Now the tell me every week the same thing. That i have to wait. It is almost 3 weeks further now and this situation isn’t getting any better. That’s why i contact askgamblers. I want my money back and i am done with getting disappointed every time by frank casino!!!

Resolved

€300

Excuses to pay

Hello, on day 11 of February, i make a deposit without any bonus (raw cash). When i finish stop gambling i had 400euros...I make my request to withdraw the money and the casino refuse because they need some documents. On 19 of February i had sending more than 5x the documents and they send me a e-mail the verification was sucessfull. I make the request again and now i'm waiting again because they say that now they have a error and i'm waiting 2 weeks almost to get my money...I ask how much time and nobody can say nothing..For example what they say today to me was "Your account is currently going through some checks and once these are done you will be able to withdraw". Can someone help? i'm tired already