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

RESOLVED
Complaint Info
Disputed casino Frank Casino
Reason Verification issues
Amount € 980
forplayers Finland
Posted on March 16, 2020

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.

forplayers Finland
Posted on March 16, 2020

Update:
-Lost that bonus again because of delaying.

-Asked updates about this situation.
Answer: Following our conversation earlier today during chat,
At the moment account is going trough normal routine check, I have information that should be done during the course of tomorrow,

Thank you for understanding.

Posted on March 18, 2020

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

AskGamblers
Posted on March 18, 2020

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.

forplayers Finland
Posted on March 21, 2020

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

So case can be closed.

AskGamblers
Posted on March 23, 2020

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.

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