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Frank Casino - Missing funds following Evolution Gaming software glitch

RESOLVED
Complaint Info
Disputed casino Frank Casino
Reason Missing Funds
Amount € 331.2
Posted on November 13, 2020

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.

Posted on November 13, 2020

Hello, dear player.

Please provide your nickname on our website, so I can check on your issue and help you.

Thank you in advance!

AskGamblers
Posted on November 13, 2020

Dear Frank Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Posted on November 13, 2020

Dear Askgamblers,

Thank you!

I have recueived the requested data. I will make a note for the future.

Posted on November 13, 2020

Dear player,

I have looked carefully on your issue. I apologize for the inconvenience that you have faced.

There was a technical issue on the provider's side and the funds were written off incorrectly. The issue was resolved and funds were credited to your account.

Have a nice weekend!

AskGamblers
Posted on November 13, 2020

Dear @Fantas987,

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.

Posted on November 17, 2020

Frank casino solved the issue and refunded me the money. Thank you askgamblers.com

AskGamblers
Posted on November 17, 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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