Deposited three times but not credited

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.

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

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.

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.