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PlayFrank Casino - Payment Refused & Account Blocked

Complaint Info
Disputed casino PlayFrank Casino
Reason Delayed payment
Amount £ 1934
Syye332 United Kingdom Message
Posted on September 16, 2017

On September 4 2017, I made a deposit of 100£ and received a bonus of 50£. I played two games dead or alive and starbursts If I remember correctly. I made a withdrawal of 1934£ the same day.

On September 5, they asked for verification documents. Which I sent to them the same day.
That day I received an email saying my bill was not valid, and they asked me to resend another one. However I told them it was correct and told them to re-check it again.

On September 6 they said the documents were fine and forwarded to processing.

On September 7, I get an email from a senior advisor stating ''Your PlayFrank account is now verified and if you have a pending withdrawal this will now be processed shortly.''

After a few hours later on the same day, I get another email from their team leader, asking me to provide a picture of me holding my id. So I sent that too them the very same day.

Next email from him was that it had been sent for processing. Since that day I have emailed them about 3-4 times and this was the response I got.

Sep 11, 06:05 CEST
Thank you for the mail.

I can see that your documents indeed was approved on Thursday - but that the security check we have for bigger withdrawals has taken a little longer.
Since there has been a weekend in between, it can take a litte longer as well due to it not being during normal working / banking hours.

I have sent a notification further to the department in charge so that they can have a look at your withdrawal and handle it as quick as possible.
When we have gotten an update will will contact you again via mail. I am sorry for the inconvenience.

If you have any questions you are welcome to contact us.
I wish you a good day.

I waited and waited, and today I decided to log in to my account and go on chat, and just found out my account has been blocked.

I don't know what to do at this point. Can askgamblers help with this situation ?

Posted on September 19, 2017

AskGamblers Complaints Team have been in a direct communication with PlayFrank Casino management. We are now awaiting casino team to provide required evidences.

Syye332 United Kingdom Message
Posted on September 27, 2017

When will I receive a response? It has been over a week now, 10 days and over to be exact.

Thank you

Posted on September 30, 2017

We are in direct communication with the player to resolve this dispute.

Kind regards,

Syye332 United Kingdom
Posted on October 1, 2017

Dear playfrank, that is not true at all, you have not been in direct communication with me.
The only email I received from you, stated '' Our team is looking in to the situation'' - will be resolve shortly.
Which is the same answer I have had for the past month now.

I want Askgamblers to help me regarding this situation AND one of your ''reputable' representatives help me regarding my situation.

Thank you

Posted on October 5, 2017

Dear Robert,

We sent you 2 emails from the following emailadresses:
compla­int­[email protected]­lay­fra­ 27-09-2017 11:47
suppor­[email protected]­lay­fra­ 04-10-2017 12:30

We would like to ask you to respond on our email.

Kind regards,

Posted on October 9, 2017

Unfortunately, player failed to provide adequate feedback within the given 96-hours time frame for response. As per the AskGamblers Casino Complaints Service terms and guidelines, player is supposed to provide updates on their issues in a timely and responsible manner, something that player did not do regrettably. 

The complaint is being rejected due to submitter's inactivity and the case is now officially closed.

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