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PlayFrank Casino - Verification denied and account suspended

Complaint Info
Disputed casino PlayFrank Casino
Reason Verification issues
Amount £ 950
willtommo United Kingdom
Posted on March 27, 2019


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 >

Posted on April 1, 2019

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.

Posted on April 5, 2019


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,


Posted on April 5, 2019

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 Complaints

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

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