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Frank Casino - Refusing to pay my winnings, throwing absurd accusations against me without any proof

UNRESOLVED
Posted on April 30, 2018.

Dear Askgamblers,

I am looking for help in case against Frankcasino. I would like to ask you to take a look into a problem where they have falsely accused me of something that I never did.

I opened account in 2016. I played there from time to time but last year I started to play a lot. I got great VIP manager, we were in contact through email or phone or even live chat when I wanted to speak with him, he even encourage me to bet higher. I made a lot of big bets on slots. I wagered a lot. I became a loyal customer. I played on daily basis. I made a lots of deposits and a lots of withdrawals. They were processing withdrawals normally, except when I made bigger withdrawals (in terms of 10.000€+) they usualy had some 'problems' with Neteller so I had to wait a bit and sometimes I played more and lost my money then. But things were fine in general.

Until now. New manager arrived (this March I believe), they did not contact me anymore like before and after I made 10.483€ withdrawal on 8th of April 2018 they closed my account for the first time. I received response that security service detected suspicious activity on my account. To continue playing in the casino, I need to pass an additional identity check they said. They said I have to install Skype, which is not mentioned in their terms, but they insisted that I need to install it, so I did that. I had to wait for their 'security department' to call me next day. I have answered all the questions during this video call (where I was not able to see anyone on the other side, but I had to turn on my camera, so that they see me) and showed them my passport as well (though I have verified my account before).

Later their live support said everything is fine and that I just need to wait for two days so that 'security department' will check my account again. And all of a sudden I was accused of something outrageous. They said they have checked my history and provided me some data which is nonsense. They have said I have manipulated their slots Northern Sky and Pied Piper (both Quickspin) on 6th of April. They would like to accuse me I have made 22 bets with value 0,00€ that got me 54,84€ in winnings. They said this is what I did and this is why they will not pay me anything and this is why they have closed my account. They accused me that I break their term: 12.5.5. you interfere with or try to manipulate the software. But I never did such thing. And this is frustrating. I just played slots on that day like always: I opened slot, chose bet and pressed spin button. Nothing else. I do not have any knowledge to manipulate slots. I do not have any programming skils.
I would never interfere or manipulate the software. I am fair person. There could be an error or malfunction on their side or maybe on Quickspin's. Maybe in their history, I do not know I am not software expert, but I know I did not do anything, I did not manipulate their software and I have nothing to do with this. I even do not know, if this 0,00€ bets really happened, maybe they just made this up or made a mistake.
On 7th April I have withdrew my balance normally, but when I made another withdrawal next day they accused me of some nonsense from 6th of April. I even do not know why was that Skype interview needed, maybe they tried with some tactics but everything was fine with me and my documents, so they were trying to find something else. It feels like they wanted to accuse me of something, just to avoid paying my winnings... Part of their respond was this: However, the amount of payments made to you exceeds the amount of deposits you have made and so we do not bear any financial responsibillity to you. Proof that they would just like to avoid paying me my winnings, because my withdrawals were higher then deposits anyway.

And this: ... unfortunately our Security Team provided decision, that was mentioned before. At this point decision is final, please accept apologies for this situation, and such inconvenience. Which I explain to myself as: we just want to close your account and not pay you last withdrawl, decision is final, and we are really sorry for you...

I am fair person, I was loyal customer and all of a sudden I was tricked. What they did is really wrong. And totally unproffessional. I cannot believe what happened and I am still shocked.

They are falsely accusing me of something that I have not done. Like I mentioned before: I opened slot, chose bet and pressed spin button. Nothing else. I did not manipulated their slots in any kind of way. If there really was glitch or error at the time I pressed spin button, I did not have anything to do with it. Maybe there was nothing and they just made this up. If there really were 22 bets with 0,00€ value, I do not have anything to do with this, I did not produce this, there was error and it was on their side. It is funny for what amount they are accusing me (54,84€) when I bet really big and wagered a lot during my sessions at Frankcasino. This is total nonsense. And if this error really occured, they can deduct this sum of 54,84€ from my balance, but I would like to see real proof from Quickspin sent from their email to me, not some spreadsheets from Frankcasino (where they can write anything they want). And they have to publish this, why that happened, how that happened, so such things won't happen never again to innocent players and there will be no more false accusations with such incidents of 0,00€ bets. At the end I believe they would just like to find something not to pay me my winnings. Quickspin did not reply me till now when I asked them for proof and their view on this case. Frankcasino said their decision is final. They owe me 10.483€ (which I won mostly on Yggdrasil game Seasons) and if they will not pay me this amount, then they are stealing money.

I really hope you can help me with this case. I would be very grateful. Thanks in advance.

Posted on May 1, 2018.

Dear Gasper,

As you’ve been reported earlier, the reason for blocking your account is related to the attempts to interfere with the software, which is strictly prohibited by the Terms and Conditions of Frank Casino, which you have accepted when registering your account. Also we would like to note that those manipulations are prohibited by the game developer as well. We’ve run the check of the game rounds and discovered that there were attempts of interfering of the gameplay from your account, as follows: the unique identifier-keys for launching games were changed in QuickSpin’s Northern Sky and Pied Piper slots. Launch identifiers from other QuickSpin games were substituted into the launching link. As a result, the value of the bet in games with the changed identifier was always 0.00 EUR, which was false, and the win value was real. Also after examining the activity of your account, we can report that the actions described above were committed from the devices you use and your IP addresses. We do not know the purpose of these actions. Maybe for the purpose of abuse of the bonus policy of the casino as the actions described took place during the tournament with a large prize fund . Maybe there were some other reasons. We can not state anything. However, we can say for sure that those actions could not have happened accidentally or because of some mistake. The Skype conference with you was held as part of the additional verification of your identity. According to the Terms and Conditions of Frank Casino, which were accepted by you at the registration stage, we were forced to close your account, cancel all your winnings and bonus funds available on your account, as well as return the amount of deposits you’ve made since registering your account excluding the commission fees. However, the amount of payments made on your benefit exceeds the amount of deposits you have made and thus we no longer bear any financial responsibility to you. Also we ask you to refrain from registering duplicate accounts, as in case of detecting those, all duplicate accounts would be blocked, and all payments would be canceled.

If we receive your consent and in case of interest of AskGamblers administration in that, we are ready to provide the administration with the history of all the rounds you made where the above mentioned manipulations took place, as well as the history of all your deposits and payments, to verify our that the amount of money paid to you exceeds the amount of the deposits.

Wishing you good day and all the best

Frank Casino

Posted on May 3, 2018.

These are all false and horrible accusations. Total nonsense.

Once again - I always played the same way: I opened game, chose bet and pressed spin button. Nothing else, nothing more. I play in Google Chrome. And this is it. I did not interfere software, I do not know what are changed keys and how to do that. I never did that and I would never do anything like this. Period. There must be some mistake in your system or Qucikspin's or maybe some glich happened that I did not have any impact on. Otherwise these are all false accusations and I believe you do this only to avoid paying my balance.

What you would like to accuse me is that I did somehow 22 spins with 0,00€ bets. To do this I believe someone has to have huge knowledge. I am not computer expert, programmer or software engeneer. And you accused me of this, a loyal custumer who has done a lot of wagering and made a lot of big bets in your casino? That I did that for 54,84€? You would like to accuse me that I changed private keys or something, hacked into system or something, break into super secured Quickspin system and did 22 bets with 0,00€ that gave me 54,84€? That I did that super quick in the middle of session (from your spreadsheet I would say that some of bets in between were registered as right bets with real value and some with 0,00€ value mixed), you think that I did superfast mess with software in between bets in the middle of session to get 54,84€? I do not have super skills. And this is just bizzare. I did not do that. I played these games normally (pied piper and northern sky) as all the rest and I did not interfere your software.

And you say this could not be your mistake or Quickspin's? Come on. Please try to be reasonable. With such knowledge someone could take a ton of money over internet, not 54,84€. And I think it is impossible to break into Quickspin software, they are one of biggest slots providers, they must have highest security level, otherwise they would lose a lot, they must have the best security, so I would say there is no way to do such thing.

Basically you could do this and accuse any player in your casino. When someone wins something and wants to withdraw, you close players account, say you interfere software and we do not bear any financial responsibility to you. This is just injustice.

You do not want to pay me my 10,483€ balance that I won mostly on Yggdrasil game Seasons. You did not find anything wrong after you did Skype video call with me (which I still believe was strange, I do not know why would any casino need video call someone, not to mention I was loyal custumer for long period, verified my account already etc.) and now you accused me for something that is just unbelievable. One thing is also weird and rude, you always hide your real identity - no surnames from support when sending email, always different name answers... but when VIP manager contact you I would say it is professional to introduce with real and full name. Not to mention I could not saw anyone on the other side when you did video call... Every legit and honest casino publish VIP casino manager's name and surname when in contact - sometimes on their front page. Why hidding?

Maybe you or someone from your casino did that 22 bets and put it in my history. Maybe there was a mistake in your system or someone would like to set me up this. There can be no other way.

I agree, you can send history to Askgamblers, but still you can change, adapt and photoshop anything. Whatever you send to Askgamblers I want to see everything as well.

I want to receive Quickspin respond with proof as well, I would like they send it to my email from their email (not some Frankcasino forward email), and I would like to see name and surname at the end. I would like to see real proof of what has happened.
Why? Because if there really was something I would like to publish this problem/error/glich and so Quickspin can find and fix this, so that something like this will not happen ever again in the future to innocent player like myself.
And so that people will see why to avoid playing Quickspin games at Frankcasino.

You can still deduct this 54,84€ amount from my balace, if Quickspin provide real evidence that this error happened.
I still have my balance of 10,483€ locked in Frankcasino. When I won money and did nothing wrong Frankcasino should pay me and so I am expecting this withdrawal.

Posted on May 4, 2018.

Dear Gasper!

Everything related to the possibility of the interference into the gameplay was said before. Unfortunately, we can’t add anything else. Moreover, the blocking of your account is not related with your win. Whether you win 100 000 euros or 1 euro if you violate the rules there is the only possible outcome which results in permanent block of the account where violations are detected. According to the Rules and Conditions which you accepted while registering we are obliged to refund you all deposits excluding all the fees for your account maintenance. But the amount of your withdrawals is higher than the amount of your deposits as we’ve mentioned before.
As for your request to get reports directly from the game provider Quickspin or anyone else - that's the issue beyond our control. To resolutions on such issues you should contact the licensing authority compla­int­[email protected]­ura­cao­-eg­ami­ng.com where you can send the email with a complaint describing the whole situation including the history of our recent correspondence. Moreover, you have been sent the whole history of rounds completed from your account. Each round has its unique identifier. The mentioned data is enough for licensing authority representative to make the request to the Quickspin and inform you about their reply.


Also we ask the representatives of the Ask Gamblers to provide the contacts, where we can send the history of the rounds and financial operations of Gasper, to review the situation, if the administration considers it appropriate.

Wishing you all the best and the good day!

Posted on May 5, 2018.

Dear Mr. X from Frank casino!

I do not know with who am I speaking here, because you never introduce yourself. I do not know, if always same person replies here, but from your posts here I can see you only repeat yourself with some false accusations and excuses. You just said something, but you did not prove anything. I did not violate any of your terms, you have just falsely accused me of something that I did not do. You are wrong and made mistake or you play dirty and you lie. Only these two options. I did not interfere software or change any keys. How can you even blame me for this? Why would anyone do that for 54,84€ win, when I did max stakes on your slots and played and wagered a lot. Where is the logic here?

Of course everything has to do with my 10k+ win, you have never waited that long with withdrawals and I believe no one has ever checked my history before and now suddenly you did that and found something bizzare. If I am correct I played on 6th of April (the day your are accusing me of hacking or whatever this is) and I did not win anything and I did not make any withdrawal. I played a lot on 7th April, Pied Piper as well and I made high bets on it: 50€ and also 100€ bets per spin. I played Seasons as well that day. I won money and you have paid my winnings for that day on 8th April without any problems. Then later on 8th of April I won even more on game Seasons and this is where problems started. Because I won big amount of money you have checked my account again, did verifications again and found some nonsense in history that you would like to say happened two days earlier.

What I believe is that new VIP manager arrived and decided to do something with my wins. And you have paid my winnings even after 6th April (when this nonsense 'happened'), but when I won again on Yggdrasil's Seasons, you made up something and find one bizzare excuse. If my withdrawals were higher than deposits this does not say anthing, if I won money and did not break any rules (which I did not, you just made that up) you should pay. And this case is not closed (which is what you are trying to do) I said already that you can provide any history you want to Askgamblers, but I need to see it as well, because you can arrange, photoshop or make up something. Curacao e-gaming does not respond to anyone, so their service is not in useful and you are aware of that. I want to see Quickspin's proof, of what has really happened, how that happened and when that happened and how is it even possible that such thing really happened. If something really happened this was a glich or error which was on your or their side. I do not have super power to break into system and did what you are accuising me in the middle of session in between spins. You said in email to me that Quickspin has already confirmed you what you are accuing me of and now you are telling me that such request from Quickspin is beyond your control. Come on. I will not fall on this cheap tricks. I can provide any info or anything needed, do whatever it takes - I would like to prove my innocence, because I did not interfere software, hack, change keys or break any of your terms. As I told you before: I want to see proof from Quickspin how that happened and I will speak about this because if something really happened they must fix their error immediatelly so that players will not have such problems as I have now. And for the third time, you can send Askgamblers history, I do not have problem with this, because I do not hide anything.

Posted on May 6, 2018.

Dear Gasper,

We have to repeat once again. Your winnings are not related to the blocking of your account. The reasons for the blocking were described above. We do not understand and do not accept any of your accusations. We gave you all the explanations regarding the blocking of your account. You’ve been provided with all the means to get the proofs of all our statements. You have the entire history of your rounds showing the manipulations made to violate the rules and conditions of the Frank Casino, which you accepted when registering. Each round has its own identifier, which can be easily verified if you provide them to the licensing authority. However, we can not oblige the games supplier QuickSpin to reply to you directly and give any explanations as that is beyond the contractual relationships between QuickSpin and Frank Casino. Therefore, we ask you to contact the licensing authority for clarification of all the details. Moreover, the entire financial history associated with your account, as well as game rounds, where we recorded the fact of interference in the gameplay, we sent to the representative of the AskGamblers.

Wish you all the best and good day!

Mr. X from Frank Casino

Posted on May 7, 2018.

Once more: I did not do any manipulations and I did not violate the rules and conditions of the Frank Casino. Your accusations are false and rude. You either lie or you made mistake. Btw. my financial history has nothing to do with this case, so I don't know what are your trying to prove to Askgamblers with this info, you have repeated yourself many times that I made more withdrawals than deposits. This is clear. But this is not the case. Problem is that you do not pay me my winnigs when you should, because I did not break any of your term. You are only looking for excuses. History that you sent to me is either made up and adapted, or total mistake and some error happened on which I did not have any influence, or is simply not mine. And you even do not want to look in this case once more after everything I would try to explain you. How many times will I have to explain that I did not do that and that these are all false accusations. I did not interfere software, I did not change keys. I don't know what this is, how to do this and I would never do that. No matter what you send and say here. I just played the same way as I always did: opened game, chose stake and pressed spin button. I am fair and I do not cheat. Where is the logic that I would steal 54,84€ from you with some little bets? Where is the logic that someone who has no knowledge would hack into highly secured Quickspin software? Where is the logic that someone play spins with real bets and then hack you in seconds and put one 0,00€ bet, play again real bets put one 0,00€ bet, play again real bets and put manipulated 0,00€ bet in few seconds etc. in a session. Mixing real and false bets that easy in between spins. This is not possible. Do not accuse me of something that I did not do. If this 22 bets with value 0,00€ are really registered somewhere maybe these bets were just not accepted normally (an error happened on your side or Quickspin's) and this is it. Quickspin or you do not make any errors? Why are you so sure about that? Maybe these bets were deducted from my account normally, maybe just your history show value of 0,00€. Did you count manually all the bets that I made that day, how much I have wagered and how much I won? Did you do that? You did not told me that, so I believe you did not.

You insulted me deeply with all this stuff. I try to solve this and I am fair. And you are just so sure that you or Quickspin did not make any mistake. I know that I did not do what you are accusing me of and I am 100% sure that I did not break any term. I believe it is right to proceed with my withdrawal of 10.483€. That would be fair.

AskGamblers
Posted on May 7, 2018.

Dear Frank Casino,

In order to resolve the complaint successfully, AskGamblers Complaints Team would need to see official report's results of the investigation which your platform/software provider must have already conducted or its official statement where it's clearly explained and proved the aforementioned player's interfering and software manipulating.
Aforementioned evidence please send directly to the AskGamblers Complaint Team at suppor­[email protected]­skg­amb­ler­s.com.

Thank you in advance.

Posted on May 11, 2018.

Dear AskGamblers Complaints Team and Gasper,

We apologize for our delayed response. We are doing our best to convince Quick Spin management to attest to our words, however, according to the existing rules and Privacy and Security terms, they have a right to release the following information only to the relevant competent authorities and licensing bodies. Unfortunately, Ask Gamblers is not included into the list of such bodies that have a right to access such confidential information from the developer team. Nonetheless, in this case, we apply every effort to try and convince the developer to cooperate with us and confirm our words as an exception to the rule. This is why we have been unable to get back to you earlier. We are hoping to receive an official response from them within 1-3 days. We are going to release this information as soon as we receive it.

Wish you all the best & have a nice day

Posted on May 13, 2018.

I spoke with few computer experts and they told me that such hacking into gaming server is not possible. I am not an expert and I did not do or try to do any hacking, interfering software or changing identifier keys.

Also why would I or anyone do that to get 58,84€ from a casino where I wagered a lot on daily basis with all kind of stakes on slots (up to max)? It does not make any sense.

This is just bizzare nonsense. I would understand if you made mistake and pay me my last withdrawal.

Posted on May 14, 2018.

Dear Gasper,

We thank you for your opinion and this piece of information, but we beg to differ. Our conviction is based on the data from our own system and the information from the game developer. All existing data will be sent to Ask Gamblers and we will follow their instructions. However, in the future all info on our games should be forwarded to our licensing body so as to avoid any mistakes and misunderstandings. We thank you once again for your feedback.

Wish you all the best & have a nice day

Posted on May 14, 2018.

I have not done nor try to do anthing what you are accusing me of. I am not some computer expert. I was a loyal player who made a lot of wagering in your casino. I do not have any knowledge to hack gaming server. Beside that, hacking into gaming server is not possible, no matter what you are trying to prove here. So this is pure nonsense.

I gave you a lot of scenarious what could be wrong or where you could have done mistake and you did not even go through all this once again, double check this, you are just sticking to your decision from day one. Maybe you have mixed my IP, maybe all data is correct (bets-wins-wagering) - just your history shows differently, did you check with Quickspin once again...? How can this happened if it is impossible?

I try to solve this and be reasonable, because it hurts me very much that I am accused of something that has never happened. Why would I seek for help here then? This is one of the most outrageous thing that can happen to a player.

I did not do anything and you are just repeating yourself from day one (you do not want to double check this) that I interfere software and did some manipulations. I did not do that, no matter what you would like to prove. And there could be no evidence or this is just a set up.

Posted on May 17, 2018.

Dear AskGamblers Complaints Team and Gasper,

Our sincerest apologies for not getting back to you sooner. We continue sorting it out with the AskGamblers Complaints Team as well as with the QuickSpin technical department and hope that we are at the final stage of the negotiation process for carrying out a decision concerning this complaint.

Wish you all the best & have a nice day,

Posted on May 21, 2018.

Ok. I am still waiting for the answer and fair conclusion - truth behind this. I have described and clarified everything in my posts above. I did not do anything that Frankcasino is accusing me: I did not do or try to do any manipulations, hacking, interfering software or changing identifier keys. Also I did not break any of their terms, so I should receive my withdrawal normally.

Please post if you have any news.

AskGamblers
Posted on May 24, 2018.

Unfortunately, due to private policy of Frank Casino, they cannot provide the necessary information to AskGamblers Complaints Team so that the complaint could be adequately reviewed and decided. Obviously, we have no other option but to close the complaint as Unresolved and recommend a player to forward their issue directly in front of the relevant regulatory body. AskGamblers Complaints Team will comply with the regulator's decision and update the status of the complaint if necessary upon receiving an official update from player and/or the casino operator for such decision.

The case will be reopened after a 60-days period, a time frame which we believe is more than sufficient for the player to file an official case with the relevant regulatory body. If it turns out that player failed to do so within the stated period of time, AskGamblers Complaints Team will consider player's claims as unjustified and the case will be rejected.

AskGamblers
Posted on June 29, 2018.

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on July 2, 2018.

I contacted Avento N.V. company which is behind Frank casino and they said I need to contact Curaçao eGaming.

I have contacted Curaçao eGaming and they have responded on 31th of May. They sent same email to me and Avento.

******­***­***­***­***­***­***­***­***­***­***­*****
Dear Sir/Madam,

Thank you for contacting Curaçao eGaming.

We have copied in the operator to handle your complaint.

The operator in copy is requested to provide you with and Curaçao eGaming with

an update regarding this particular compliant in order to remain compliant.

Awaiting for the operator to respond.

Regards,

Curaçao eGaming
******­***­***­***­***­***­***­***­***­***­***­*****

Since then there was no update. So I contacted them, if there are any news and they have responded on 13th of June (they sent this email to me and Avento):

Dear Operator,

Please update us on this complaint.

Best Regards,

Curaçao eGaming

******­***­***­***­***­***­***­***­***­***­***­******
I sent them reminder again and on 28th of June they responded (they sent this email to me and Avento):

Dear Operator,

Please provide with immediate update in order to prevent possible suspension.

Best Regards,

Curaçao eGaming

******­***­***­***­***­***­***­***­***­***­***­******

I sent all this to Frankcasino email as a reminder and they have responded:

Hello,

Thanks for such information.

Have a great day!

And:

Hello,

If they have sent us email regarding your complaint, please, wait for the official answer.
Have a goog day!

******­***­***­***­***­***­***­***­***­***­***­******

Frank casino should respond now. I did contact Curaçao eGaming, filled a complain, they have informed them one month ago - and now Frankcasino (Avento) does not cooperate.

I am waiting for their response.

AskGamblers
Posted on July 2, 2018.

AskGamblers Complaints Team have been informed and provided with an evidence on behalf of the player, that the player has indeed contacted relevant regulatory body as suggested within our public message left on May 24th, 2018.

Unfortunately, upon the evidences provided Frank Casino failed to cooperate with Curacao, therefore we have no other choice but to close complaint as Unresolved. However, we strongly encourage both parties involved into this dispute, to make sure to inform AskGamblers Complaints Team about regulator's final decision, if such occur any time in the future. As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly. 

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