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PlayFrank Casino - Not paying me my winnings

REJECTED
Inactive user
posted on January 11, 2017.

Hi,

Over the weekend I played on play frank.com, I won a total of £5350 and I withdrew that amount. Over night I got an email stating that play frank was run by every matrix, and how i self excluded my self with one of there partners which was jetbull.com. as result they are telling me that they will not be paying me my winnings cause i self excluded my self from a partner website a year ago.

The problem i have is they didn't mention anything to me when i was signing up for the website and they allowed me to withdraw £1200 and play on there casino. They didn't send me any emails or stopped me from playing in any way throughout this time, the problem only occurred when I started winning. I really do feel that I should be entitled to my winnings as i still was allowed to play.

In the worse case they should pay me all my deposits from all there websites I've used since my self exclusion.

I would be more that happy if you can help me with this matter.

AskGamblers
posted on January 13, 2017.

After careful analysis of all the information provided on behalf player and PlayFrank Casino management, AskGamblers Complaints Team could confirm the following:

1/ Player's active self-exclusion agreement with another brand operating under the EveryMatrix platform and license was found by the PlayFrank team in less than 24 hours after player's registration. Player's deposits have been duly refunded as per the relevant casino terms referring to responsible gambling matters.

2/ We believe that player violated AGCCS /AskGamblers Casino Complaints Service/ Terms by stating one or more facts which do not correspond with the truth and namely this statement "The problem i have is they didn't mention anything to me when i was signing up for the website and they allowed me to withdraw £1200 and play on there casino."

As as result of the aforementioned and considering the fact that AskGamblers Complaints Team maintains zero tolerance towards player who are not willing to cooperate in 100% and/or deliberately misusing or contorting facts, we took the decision to reject the case and seize player's access to AGCCS from now on.

PlayFrank Casino complaints

  • 10 of 10 resolved
  • 1 day avg response
  • 2 days avg complaint life
  • 4,940 USD avg amount

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