Beschwerde #53 PlayFrank Casino

Payment and refund issues

Von Nadia H.

vor 4 Jahren

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.

Unseriöses Casino PlayFrank Casino

Grund Verzögerte Auszahlung

Betrag £191.7

Diskussion

AskGamblers

• Support Team

vor 4 Jahren

Dear all,

As apparent from the submitter's latest post, 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.

gonads0

• Vereinigtes Königreich

vor 4 Jahren

Can we just end this complaint. I’m
Tired of going back and forth with them. They sent me the £191.70 and I’m just going to leave it at that. They are useless and honestly I can’t take anymore

gonads0

• Vereinigtes Königreich

vor 4 Jahren

I can now confirm they have issued the payment to my bank, and I asked and my complaint was closed due to the length of time, terrible customer service etc etc.

I am happy they have refunded me, and state they are looking through the missing payment issue.
But I’ve asked to make a complaint several times and completely been ignored and then when I did get a response which was the quickest they have ever responded they’ve basically palmed me off, blamed me and said it’s resolved as they sent my money.

But it was more than the money, I was constantly given the run around, I was misinformed on numerous occasions, different stories all the time. It took over 8 days for the funds to approved even though they reached out to me first. I’m just really unhappy with the way they have gone about everything.

And they still have done nothing in regards to how unhappy I am about the whole situation.

PlayFrank Casino Beschwerde-Statistik

Gelöst 22 / 22

Durchschn. Betrag $3,271

Durchschn. Dauer 5 Tage

Durchschn. Antwortzeit 2 Tage

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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.

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- Face verification

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Please let me know if you need any further information from me.

Thanks and regards,

Will < surname removed >

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Ticket ID: 228538

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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.

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