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PlayFrank Casino - Failed verification and confiscated winnings with no further info or proof

RESOLVED
Complaint Info
Disputed casino PlayFrank Casino
Reason Verification issues
Amount £ 3500
Harveyburn United Kingdom
Posted on March 24, 2019

I have tried to withdraw £3500 worth of winnings from my account. I have been asked to partake in the verification process which I have done fully. I have sent pictures of my bank card, bank statements, drivers licence, passport and even me holding my ID’ s.

I have made a few deposits in the past and not had an issue.

I have followed the process fully and have just been told my winnings have been confiscated and my account closed. I have had no explanation as to why I have failed the verification?

I would like this resolved and my money payed out!

Ticket ID: 228538

Posted on March 26, 2019

Dear HARVEYBURN,

Thanks for being patient while we completed your verification process. This process took a bit longer than expected due to additional checks requested by our Verification Department.

We wish to inform you that all your KYC documents have been approved and your winnings were processed on Wednesday the 20th; they will be in your bank account soon.

Thanks to your feedback we've taken measures to both improve our support communication in these situations in order to be more accurate and to speed up the process for the future.

As this case was already been processed before it was presented on this page, we consider this complaint as closed and it has been solved satisfactorily.

If you still have any other questions, please to do hesitate to contact us directly.

Best regards,

PlayFrank

AskGamblers
Posted on March 26, 2019

Dear @Harveyburn,

Please confirm if the issue has been resolved. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

PlayFrank Casino Complaints

  • 17 of 17 resolved
  • 1 day avg response
  • 4 days avg complaint life
  • 3,974 USD avg amount

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