Frank Casino - I was denied eligible amount of withdrawal by Frank Casino

Dear TEEMUB,

Thank you for your feedback. In our T&C/Bonus policy/2. Welcome Bonuses Terms you can see the general rules. However, this bonus may vary depending on the country. You can see this at the end of the section: "Welcome bonuses may vary depending on a player's country. More detailed information is here."

The link goes to the Promo section, where you must click on "Starterpack," and you'll see the following information - https:­//f­ran­kca­sin­o.c­om/­en/­cam­pai­gn/­off­ers­/251. Please visit this link to see accurate information for your country. The maximum value that a player can turn into real money after the wagering is done, is 500 EUR

Dear Frank Casino.

Kindly be informed that we have noticed this information on your website. However, there is no hyperlink or specific page referenced for it. Therefore, we kindly ask you to provide us with the appropriate page or location on your website where this information can be found.

To be more precise, it is stated in the Bonus Terms: "Welcome bonuses may vary depending on a player's country. More detailed information is here.", but the word "here" is not linked.

Hi,

I still think I there is an issue here. I don't think it is right to put different cap information under couple clicks. Now you have to go to Frank Casino bonus policy and click the link. After clicking the link you find yourself some promotion page talking about Holiday races. There you should be able to click that starter pack. I think that is really hard to find as a new player. I asked this about Frank Casino support and they couldn't tell me how to find this.

Usually the bonus rules have been explained very clearly and I can find them easily. In this situation bonus policy said that the cap is 2000 euro and even when I was depositing money for that bonus there was some information about the bonus, but not about 500 euro cap. Also Askgamblers chat said themselves that the cap is 2000 euro when they first looked it.

I still feel I have been scammed here. It feels that this information is hidden under several clicks and you have to really know how to find this information. What do you think?

Dear Askgamblers Team,

Thank you for your attention. But we see that the word "here" is linked. Please see the screenshot below. Can you please specify from what country you saw this error? So we can check it. The link must go to "Promo" section - https:­//f­ran­kca­sin­o.c­om/­en/­cam­pai­gn/­off­ers/529

I would like to ask if this is bonus policy varies on different countries why does it says for me in the bonus policy that the gap is 2000 euro. Couldn't that be 500 euro cap and then I'm not obligated to search this information.

Also there isn't any list that says about which countries have different bonus rules.

Dear TEEMUB,

These conditions have been written in our T&C for a very long time and many users from different countries, including Finland, had no complaints. However, thank you for highlighting this. It will improve the experience of our users, and we will prescribe the condition for each country separately in our T&C

Thank you for improving your site. I still think I should be eligible for that 2000 euro, because there weren't clear information about that 500 euro cap and there were no information which countries has different bonus policy. Also it was stated very clearly at the bonus policy that the cap for this bonus is 2000 euro.

Let the askgamblers decide how we close this case, because I think we have different opinions about this one.

Dear all,

Kindly note that the AskGamblers Complaint Team requested additional information from the Frank Casino team due to the fact that we considered the details and/or facts they've presented so far as not justified enough. There is no hyperlink on "here" when you browse the website from the player's country Finland. We kindly ask you for additional evidence where the player could see clearly maximum cashout for his country.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Dear Askgamblers Team,

We send you the email with all the clarification about the player's issue. Please check it if you need more information. We'll be glad to answer any questions

Hi Frank,

I would like to ask what kind of information was sent to the team, because I can't see it. Frank Casino hasn't provided any asked information for me. Also it isn't very transparent and reliable to send these information only to askgamblers. This complaint should be handled in here.

What is askgamblers opinion about this one?