Frank & Fred Casino - Getting the runaround with account verification and withdrawal

Dear @aldrimercasino,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s and currency.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Also, I did send them a video of a video that shows me logging into my account from the app. Logging into the correct phone number and verifying my logging with MFA. I browse throughout the whole app and there is also a notification that shows that my account has been verified. Under my profile, my name and birthdate are clearly mentioned.

They are not approving this a proof?! The customer service told me that the "field" needs to be a bit more grey? Communication to their customer service is just impossible and they do all in their power to prevent you from withdrawing your money.

I had to specifically contact much better support and have them send me a separate verification document which I uploaded 6 hours ago and it is still pending. Is it my JOB as a customer to get in contact with other parties to verify my identity? Especially when this was the only method..

Usually, they are really fast to "decline" my documents, but not they are just stalling without any reason.

Hey there,

Sorry to hear about the troubles and frustration that you experienced lately. From the information you provided, we were able to see that the mentioned withdrawal went through yesterday - kindly confirm.

Please appreciate that the verification and payment process took around 3 days, including the weekend! However, we are always striving to improve our casino experience, looking into adding more payment solutions and improving customer support, so your feedback is greatly appreciated!

We hope to have you back with us soon :)

Best regards
Frank & Fred Team

Dear @aldrimercasino,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.