I recently won €18,000 at FrankFred and when I requested a withdrawal back to my debit card it was refused. After speaking to chat they said the amount was too large to go back to that method. They said they would look into the best method. Several days passed.
They then agreed to pay me €10,000 via bank transfer, so I forfeited the rest of the money on table games to speed things up (stupid I know).
Now 9 days has passed, they sent a email last week saying they had paid - they haven't as the money is still in my casino player account - €10,000
E-mails are now being ignored, chat is not helpful and this is causing a lot of stress as I wanted to use these winnings on a deposit on a house in Malta.
They have sent me emails saying my identity is fully confirmed, they asked for a selfie with my passport (confirmed too) as well as a bank statement showing the IBAN and SWIFT.
They are deliberately stalling my withdrawal and are providing no reason why it has taken 9 days. I have put a €1 loss limit on my account for 30 days to ensure I cannot lose my winnings