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PlayFrank Casino - Responsible gaming limits not working

RESOLVED
Marymo123 United Kingdom
posted on November 24, 2017.

Hi I play at playfrank casino where I have a deposit limit set on my account, the deposit limit is £40 daily however the casino accepted a deposit over this limit . When I contacted live help I was told that I didn't have a deposit limit and to go ahead and deposit as much as I want I tried to make a further deposit but was decline saying that it would exceed my deposit limit went back to live chat were I spoke to an agent who actually argued there was no limit anyways I am attaching proof with my complaint also I have free spins in my account roughly 100 can't access any at all can I get advise and help my evidence proves that this site is in breach of responsible gaming limits rules I have emailed regarding this 6 days later no one word have I heard

posted on November 24, 2017.

Dear Mrs. Mary Weatherall,

We've looked into your complaint and we've send you a private message to revolve the issue.

Best regards,
PlayFrank

posted on November 24, 2017.

Dear Mrs. Mary Weatherall,

We were in direct contact this evening to solve this issue right away.

The money that was accepted over the limit is refunded: it's put back on the account, the withdrawal is requested and we processed it directly to speed up the process.

We also added a bonus as a compensation for the bonus spins you weren't able to access and some extra for any inconvenience caused.

Best regards,
PlayFrank

AskGamblers
posted on November 25, 2017.

Dear @Mary Weatherall,

Please confirm if the issue has been resolved. Keep in mind that 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.

Marymo123 United Kingdom
posted on November 25, 2017.

Hi yes the issue is resolved it's just a pity that playfrank could not have contacted me before I came here they had a week to do so. They processed the deposit over limit, and give me a £20 bonus . I have made further withdrawals this morning of winnings so hopefully they will process these just as quick many thanks for help

AskGamblers
posted on November 25, 2017.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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