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Frank Casino - Unreasonable verification demands

RESOLVED
Complaint Info
Disputed casino Frank Casino
Reason Verification issues
Amount € 420
mfms92 Portugal
Posted on April 22, 2019

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.

mfms92 Portugal
Posted on April 22, 2019

After a call with the manager, the issue has been resolved and I was able to both verify and withdraw my funds.
Thank you.

AskGamblers
Posted on April 22, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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