Complaint #46 PlayFrank Casino

Verification denied and account suspended

By willtommo

7 years ago

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 >

Disputed Casino PlayFrank Casino

Reason Verification issues

Amount £950

Discussion

AskGamblers

• Support Team

7 years ago

Dear @willtommo,

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

• Representative

7 years ago

Dear WILLTOMMO,

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 your winnings were processed on April the 1st; they should 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.

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

Best regards,

PlayFrank

AskGamblers

• Support Team

7 years ago

This complaint has been reopened as per PlayFrank Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

PlayFrank Casino Complaint Stats

Resolved 22 / 22

Avg. Amount $3,168

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

PlayFrank Casino Complaints

See all complaints for this casino

14 days pending withdrawal Documents approved

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

Resolved

£423

Withdrawal status has been pending for a week

I made an withdrawal request on January 20th. The next morning I was asked to provide my bank statement which I did. Since then I haven’t got any information at all, apart from that the live chat operators have been telling me that the documents are passed to a relevant team to verify. I have sent Playfrank multiple emails regarding the issue but haven’t got any answers from them. Their T&C’s say that withdrawals’ status should change into ”processed” after 48 hours upon request. Mine is still ”pending” after a week. I really want to get my money out of this casino but it seems like the process doesn’t advance at all so therefore I’m writing this here now.

Resolved

€393

Withdrawal still pending and they're ignoring me now

My £231 withdrawal from this company is still pending 8 days later after stating it only takes 48 hours. Everytime you use live chat you wait 1-2 hours for a response and when they do respond they haven’t got a clue what they’re doing they copy and paste the same message. I’ve done everything they’ve asked off me and still nothing. All my documents have been verified yet they tell me my documents are being checked and I’ll be updated via email but I made a complaint through the site 5 days ago and still haven’t recieved an update via email. After making the withdrawal my account became restricted and said contact customer support for more information but customer support don’t have a clue what to say.

Resolved

£231

No Communication, Account Closure and Withholding Winning

I created the account with PlayFrank casino, uploaded my identification documents and my profile was fully verified. I had actually won some winnings of £101 and £201 which were paid out very swiftly.

I then deposited again and won winnings of £501 which I withdrew on 12.30am Monday 6th March 2023, it says 48 hours to process the winnings, and this morning I got an email (over 48hrs after I submitted my withdrawal) to say my account was closed which no explanation and nothing mentioned about my winnings, I cant access live chat, I've emailed them 3 times with no reply. Its unfair as I've supplied all verification and they've kept hold of my winnings from me.
I asked numerous times if there was issue about my account because obviously I could supply what they needed and all I was told before my account closed was this is a normal routine check, so they basically lied to me.

Please look into this and help support me.

Resolved

£501

Payment and refund issues

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.

Resolved

£192

Withdrawal delayed since last week

Hi, I made an account with playfrank, I've made a withdrawal of £700 and is still showing as pending since last Thursday. I've spoken to them via live chat but seem to get very vague replies? I've deposited as much if not more and really thought I would of been paid by now but nothing, I've deposited since withdrawal no problem. I've already uploaded my drivers license both sides and proof of address so can't understand the delay? I've played many other casinos and never had a problem like this, could you please look into this for me please, I've uploaded some files if it helps? Many thanks Ian

Resolved

£700

Waiting for my £2,062 withdrawal since April

As the title saying I have requested a withdrawal (£2062) after playing on Playfrank casino in April, they've asked for verification documents which I've sent in a few days later. They confirmed that docs have been forwarded to their verification team. Since then I have sent several emails asking about my withdrawal and their answer were always the same: the verification team is still checking my docs and account. For two months!!! Even spoken to their livechat, but ended up getting the same answer. This is just ridiculous. They are clearly up for something and I have a feeling that I won't get my winnings paid out just by waiting for their response.

If Askgambler could help me out in this matter I would appreciate it.

Regards

Resolved

Failed verification and confiscated winnings with no further info or proof

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

Resolved

£3,500

Verification delayed, account closed, deposit returned, no winnings paid yet and no further answers

On wed 21/02/2019 I deposited £400 I also got bonus money which I wagered and than won just under 4000 . I withdrew and was so excited about my winnings ! On 22/02/2019 I was asked to send my documents which I done straight away sent my driving license debit card and bank statement . On the 24/02/2019 I was asked to send a picture of myself next to my driving license which I done !! I waited and waited was talking to the support team as why is was taking so long they said I will get a email as they don’t deal with it ! On the 26/02/2019 I went to log into my account and my account had been closed . I went onto live chat straight away and they said it was due to a automated security check that I failed and the verification team are on the case ! I’ve been constantly on live chat with no answers what so ever . Today 27/02/2019 I checked my bank account and have notice play frank have credited my account with £400 . This is what I deposited ? I went on live chat straight away and they have said there is no update on your verification . This online casino in my eyes is an absolute con No answers I’m incredibly stressed and upset and I want answers please help me

Resolved

£3,600

Withdrawal pending for 10 days

Hi Askgamblers Team,

I am a verified member of Playfrank and playing regularly since a few months. After a good run, I have made one withdrawal on 19th of February and a couple to in the following days. Normally they approve after 24 hours, so I waited a couple of days to contact the support.

The support said, there are some game checks going on which is standard for a substantial win. So I waited another couple of days.

Now its 10 days after my first withdrawal request, and I have got the exact same reply when asking the support.

Currently I have 4 pending withdrawals, dated 19, 22 and 25th of February, a total amount of 6000 Euro plus about another 3000 Euro balance on the account.

I have attached a screenshot of the pending withdrawals and another for the Support-Emails between 22-25th of February.

Basically, I am getting the same response like "Currently we are still doing a game-play check, meaning we are being looking into some of the games you played to just make sure everything looks fine and as soon as those are cleared, you should receive your money."

I hope Askgambler will be able to help me out on this issue. Please let me know if there is any other information that is required.

Thank you in advance.

JS.

27.02.2019

Resolved

€6,000