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.