Unpaid winnings of £23,500

Hi, I deposited my £10 to get my bonus spins. I used my credit + welcome spins And met all the wagering requirements stated. I have requested a withdrawal and it has been stuck on pending for 14 days. I have contacted customer support and they have been friendly and helpful but nothing seems to be happening. All of my documents have been verified. I have checked the bonus t&c and played fairly.

Is there anything else I need to do? It’s a good casino, I would use again, but withdrawals are taking a long time

Thanks

So, I was happy with my playfrank account but I found it a very boring website. Not many issues with withdrawals, but sometimes they were slow. I was ok with that. I closed my account, and I was owed two payments, I was asked to provide bank details which I did, via the chat.

Ever since then it’s been hell. So after providing the details it was apparently sent to the team, then I got emails saying it was process and on its way to my bank, and then I was told it was with managers. Every time I contacted someone half the time it was a different story each time, and then another reason as to why I haven’t received my money. I understand things take time but it’s been over 9 days, and I’m constantly being told so many different things. Two people I spoke to today, have told me two different things, apparently the money has not been issued even though I was emailed saying a completely different thing and now there is technical issues and they cannot pay me due to this. The customer service is absolutely shocking and I get nothing but attitude. They was fine when I was on the account taking my money and providing me with my winnings, but it seems to be since I closed it’s nothing but dragging their feet.

Also another small withdrawal I was also told is on its way to my bank, but then an agent in the chat stated that it was going to my PayPal and already sent. I provided details to show I’ve received it, in none of these and now they are escalating it. I just feel like you get told nothing and are expected to just take it.

Hi,

Last week I made a deposit of £100 to my Play Frank account, after receiving a text informing me of a 100% bonus up to £100. I played through the bonus the same day until I ended up with approx £950 cash in my account. I played completely within the terms and conditions of the bonus and opted to withdraw the funds the same day.

Shortly afterwards, I received an email requesting the following verification:

- Personal identification

- Address identification

- Proof of payment method

I supplied all of this in a timely manner and assumed this would enable them to process my withdrawal. However, I then received a further email requesting the following verification:

- Face verification

- Date verification

I have used a large number of gambling sites and this is something I have never been asked for before. I find it highly irregular, unnecessary and worrying. I see no reason why they would need this level of identification, something which I raised by return of e-mail. I repeatedly asked why this was needed and constantly received the same response of the fact it was needed for face and date verification. Obviously this is something I was already aware of; I was trying to determine why it was needed.

I eventually provided the verification required. I couldn’t do this immediately as I had to purchase a newspaper. I was finally told that my withdrawal is now being processed; this was on 19/03/19.

That night I tried logging into my play Frank account to see if I could see the status of the withdrawal, only to find my account had been blocked. After contacting them, I was then told that this was done as part of the verification process and that any pending withdrawals had been cancelled. The team told me to contact the complaints team which I did on 20/03/2019.

Since then, any of my requests are now ignored. I have been given no timescale for my "complaint" to be answered (I never asked to raise a complaint: I just want my money) and £950 of my money has seemingly disappeared into thin air. Personally, I believe the original verification process is a stalling tactic in order to hold onto customer's money for longer than is necessary.

Please let me know if you need any further information from me.

Thanks and regards,

Will < surname removed >

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