Complaint #68 Frank Casino

I was denied eligible amount of withdrawal by Frank Casino

By TeemuB

3 years ago

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.

Disputed Casino Frank Casino

Reason Declined payment

Amount €2000

Discussion

AskGamblers

• Support Team

3 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.

TeemuB

3 years ago

Hello all,

I have received my money from Frank Casino and everything is okay for me. Frank Casinos payment process and verification was was easy and quite fast.

I would like to note for Frank Casino that the bonus policy page is much better now and it is better for new players. If some day you could still manage to get a list for new players that tells them which countries has different bonus policy, that would be great.

I would also like to thank both Askgamblers and Frank Casino cooperation in this case.

Do I need to close this case or can Askgamblers do that?

Sincerely
Teemu

AskGamblers

• Support Team

3 years ago

Dear @TeemuB,

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.

Dear Frank Casino,

Thank you for cooperating with AskGamblers Complaint Team, it is much appreciated.

Frank Casino

• Representative

3 years ago

Dear Teemu,

After a lengthy discussion, we have decided to return you 1,500 euros, so the total amount is 2,000 euros of the previously accrued bonus. They are already in your account. You can check it now

We have also included more detailed information for other countries in T&C, so our users will have complete information from now on. We also prescribed that for any questions, you can contact support, which will always help

Thanks you and Askgamblers Team for cooperation

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

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

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

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.

Resolved

€980

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

Resolved

€400

Delays the verification process and paying my winnings

I registred on Frank casino just like 2 weeks ago, i made a few small deposits from Paysafecard, during that period i sent some documents which are usually requied by all other casinos to get vertifed (screen from bank acc., photo of ID, bill) but these was pending for days and did not get any email or info what else should i upload.. i kept playing there, made another deposit and win 150 EUR that i wanted to cashout..when i tried to cashout to bank account,there wasnt possibility to do that so i contacted support. They told me i have to make neteller account and make a deposit with neteller to be able to withdraw there. I asked if i sent already all documents needen and then told me i have to make screenshot from neteller account to have all documents ready for full vertification and ability to withdraw my winnings. I did that and casino kept me waiting 24 hours for reply, then they wrote me i have to upload paper from bank which consists of "your address,
full name,your bank account number,seal of the bank and signature of the employee.". I went instantly to my bank and showed them this email and they looked like that has no clue what should they do. They print me statement from bank account, i sent them additionaly also pdf from another bank account i got + official papers from bank which i got after i created my bank account years ago.
I have no clue why they are asking for bank info while im making withdraw to neteller but fine,i thought everything will goes fine then, but after another 24 hours i received another email, where they asking me for inreasonable questions like "What are your annual earnings?" , "Do you own your residential property?" ,etc. I have been never asked questions like this but its already 5 days after i sent them documents, when i contact customer support they always tells me wait 24 hours, after that 24 hours im always asked for some other no-sense docs.
I have send them already: photo of id, photo of driving license, bank bill, 3 documents from bank, screenshots from neteller and casino is still delaying the vertification process and obviously doesnt want to pay out my winnings.
Askgamblers, I kindly ask you for help to get my winnings out from this fishy casino, thanks.

Resolved

€100

Unreasonable verification demands

When I first got a big win, I was asked for verification of my credit cards (virtual credit cards), Skrill and ID. I've verified all of those and thought that was that, and that I wouldn't be prompted for verification again.
So I've made a couple more deposits with Skrill and other virtual credit cards (one time use cards that last 1 month). I've lost on all those deposits except on the last one, which put my balance up to 420€. So, I've requested a withdrawal.
To my surprise, the payment was denied and I was asked to verify all the cards. Since some of them have already long expired, I could not get screenshots of them. I did however provide them with bank statements that match the amount, dates and beneficiary of the transfer (SUNLET). Those are in Portuguese, since my bank is, well, Portuguese. They have told me those documents are no good because they require them in English, which is not possible to obtain because, once again, my bank is Portuguese.
They keep denying me any way to successfully verify my account and have, in essence, kept the money to themselves. I'd stay away from this casino. They have no issues accepting your deposits but when you win, they will make it hell to withdraw any winnings.