Frank Casino Complaints

No one to talk to and huge amount of funds nonwithdrawable

Hello.

On 23 May 2025, I made 4 deposits:
1 - 45,000 SEK (equivalent = 4700 USD)
2 - 45,000 SEK
3 - 45,000 SEK
4 - 15,000 SEK

The goal was to have a balance of 150,000 SEK.
I've deposited the exact same amount in 2023, had my account verified.
But back then it took 2 whole weeks to get my money back.

Today on the 26th of may, the money was finally deposited to the account.
I then played roulette - a total of 260 Roulette spins.

I ended up with a balance of 525,000 SEK (Equivalent = $55,140)

And because the maximum amount you can withdraw from Frankcasino is 25,000 SEK / 2550 USD,
I made 21 withdrawals.

I then accidentally cancelled one.
IMMEDIATELY after, I tried to withdraw the 25,000 SEK again.

Only to be met with this text - no explanation as to why at all, and no one to talk to, no emails received, nothing:
"ATTENTION: WITHDRAWAL UNAVAILABLE. PLEASE CONTACT OUR SUPPORT TEAM TO GET MORE INFO"

... Well, the problem here is that there is no support to contact.
There is no live support. The "live chat" only says the opening hours of it. But you can't type anything.
There is literally no one to talk to. I've emailed them - nothing. I tried contacting on Messenger and on Telegram, but the code you're supposed to receive on your phone or on your email never gets sent out.

I'm afraid to be stuck in limbo on a company that holds this amount of my funds.
As mentioned, I've already deposited this amount in 2023 - but back then it took forever, many weeks, to get my money back, and they were more active. In 2025 it seems there are no one to talk to at all.

I sincerely hope that this post brings awareness and a response from FrankCasino.se,
So that I can get my funds out and an explanation as to why I cannot make my last withdrawal.

May is my last gambling month. I don't do it in June because I have other responsibilities.
Sincerely hope I get this resolved this week, or at the very least, get ANY TYPE of response from Frankcasino.
Because contacting them have been fruitless so far.

Thank you in advance.

Resolved

kr25,000

Deposited three times but not credited

I diposited amount of 2500 three times the transaction made via upi provide platform by casino the amount debited from my bank account but not showing in gaming account.

I contact to casino support the support agent said you still waiting 5 or 7 days then I waited after that I again contact to casino support then he asked all information of transaction via email, I sent all information for these transactions but no any response from casino today again I contact support agent he said the amount not received so where goes my amount and who responsible for this.

So I complain to this casino to cheating me and my amount not refunded.

Rejected

₹7,500

I was denied eligible amount of withdrawal by Frank Casino

I made an account on the website Frank Casino on 18.1.2023 and played the welcome bonus. I won the bonus and my balance was 2390 euro at the end of the bonus. After I fulfilled the wagering requirement my balance went to 500 euro. So I was denied my eligible amount of withdrawal by Frank Casino.

I contacted Frank Casino chat support and they told me that welcome bonus has 500 euro cap. In their bonus policy or anywhere else it doesn't say about 500 euro cap. It only says that person can win 2000 euro from the welcome bonus.

My friend helped me yesterday and contacted to Askgamblers and they advised me to make a ticket. I have attached screenshots from my balance, Frank Casino bonus policy rules, my gaming history, their welcome offer that I got to my email and the chat with Frank Casino support.

Resolved

€2,000

Cashout to Jeton impossible

Hi, I have made a request to withdraw my winnings using Jeton e-wallet (this option is available on my account), but my cashout was canceled and their reason is 'temporary unavailable' so i waited and make another one and the result was the same. Prior to my withdraw i was told that i can use it 'Regarding Jeton, you can use it as long as it is in your account. ', now apparently i can't. I would never deposit in first place if i knew that this option, even though it's available on site, don't work. Support told my to use bitcoin, but that form of cashout is really bad for me, fees, exchange of currency. I would lose a big % of my winnings.

If the withdraw option don't work it shouldn't be available, but in that case it is. I was always using jeton on that site more then 20 withdraws

I don't know what to do, please help me AG. I want to withdraw 2400 polsih zlotys it's 530 euro

Rejected

zł2,400

Missing funds following Evolution Gaming software glitch

Played in Frankcasino. They had a tecnical problem. My screen went on black and I could not login for 5 minutes.

After ii could login i saw missing funds of a total amount of 331,20 euro

Frankcasino did not wanted to investigate the situation an said that i make those bets of

first 55,20 EUR, 2nd of 165,60 EUR and the 3rd of 110,40 EUR.

The information they gave me totally false.

One i did not make those bets.

Two i got evidence of it. Because when i look up in Evolutiongaming history i lost that day 1181,50 in Evolutiongaming one person using Frankcasino.

In Frankcasino I lost that day a total amount of 1512,70 euro.

1512,70 - 1181,50 is exact my missing amount of 331,20

Help me out with this.

I got evidence of my losses that day in Evolutiongaming using Frank Casino.

I got evidence of not placing any bet in Frank casino during their technical issue.

I got evidence that i only played in Frankcasino using Evolutiongaming one person.

How could Frank Casino says that i placed those bets and lost it all. This is totally not acceptable and its sure not the truth.

Now they did an investigation and they are telling me that the technical department checked it out and they said i make those bets. Very weird because i also send them the evidence. I got the feeling that they did not look at my evidence and that they

dont wanna solve this escalation. It happened on Oct 30.

This is what Frank Casino is telling me now:

we have came to the same result, there was bets made in this time period that was mentioned before.

Can you please help me with this situation.

Resolved

€331

Does not pay my balance out

Hello,

Since 10 march i am busy with frank casino to pay me my in total of 400 euro’s. First they paid me 100 but i need to get 300 euro’s more. I had contact with them via email and they told me 2 times now that they will proces the 300 euro’s within 2-4 bank days. 2 times i haven’t got anything on my bank account. Now i was getting mad at them because they don’t pay me my money. Now the tell me every week the same thing. That i have to wait. It is almost 3 weeks further now and this situation isn’t getting any better. That’s why i contact askgamblers. I want my money back and i am done with getting disappointed every time by frank casino!!!

Resolved

€300

Delaying verification progress multiple times to lose bonus money and locking account

All started month ago when i won 600€ bonus money that had to be used in few days. I wanted to withdraw 620€ real money before accept bonus to my account. (risk to lose my real money as well) They asked account verification. I send all documents that they asked in same day (and those were accepted by multiple other casinos). They declined first because i didn't send those in PDF mode. Problem is they accept only JPEG, PNG and TIF on site. Tried to ask if they could put my real money to pending withdraw so i could accept that 600€ bonus. Didn't accept that. I send those documents via email and got accepted. (of course after time of my bonus was ended) Tried to make withdraw again. Withdraw was still declined reason was first "Your account is on additional check of your trustly payment system" and after that "at the moment we are going trough some technical issues" Then they recommended me to make minimum deposit with other method and withdraw with that new method. Did what they asked and then surprise they wanted new verification and bank statement in PDF that includes that minimum deposit with new method. I asked bank statement from my bank. Got one day statement that includes deposit. Downloaded that in JPEG in my account but it was declined because not PDF. Send it in PDF by email. Still declined because it didn't show them my full month statement??? Had to wait around week for that full month bank statement from my bank. Finally got my withdraw after send that full month bank statement in JPEG and PDF. This full process took three weeks and lost that 600€ bonus because of all this.

Thought i made account full verification now and playing should be easy now. Until.... i played for while without problems, but asap when i won 500€ bonus money (have to use in 2days) they asked new verification. This time "we will need you to take one selfie holding your id-card (front side) or passport, close to your face, so that both your document and your full face are inside your selfie picture." I send it couple times and now its accepted. Got email that my account is verified now again. Logged in to my account and tried withdraw 980€. Surprise this time my cashier was locked without any information to me. So i still can't withdraw my money. Had to go ask what is problem this time. Now reason for this locking is "Your account is being checking by our Security department" "Additional checking just to check your game history" Now theres one day before i lose that 500€ bonus also because of this ridiculous delays.

Resolved

€980

Excuses to pay

Hello, on day 11 of February, i make a deposit without any bonus (raw cash). When i finish stop gambling i had 400euros...I make my request to withdraw the money and the casino refuse because they need some documents. On 19 of February i had sending more than 5x the documents and they send me a e-mail the verification was sucessfull. I make the request again and now i'm waiting again because they say that now they have a error and i'm waiting 2 weeks almost to get my money...I ask how much time and nobody can say nothing..For example what they say today to me was "Your account is currently going through some checks and once these are done you will be able to withdraw". Can someone help? i'm tired already

Resolved

€400

Delays the verification process and paying my winnings

I registred on Frank casino just like 2 weeks ago, i made a few small deposits from Paysafecard, during that period i sent some documents which are usually requied by all other casinos to get vertifed (screen from bank acc., photo of ID, bill) but these was pending for days and did not get any email or info what else should i upload.. i kept playing there, made another deposit and win 150 EUR that i wanted to cashout..when i tried to cashout to bank account,there wasnt possibility to do that so i contacted support. They told me i have to make neteller account and make a deposit with neteller to be able to withdraw there. I asked if i sent already all documents needen and then told me i have to make screenshot from neteller account to have all documents ready for full vertification and ability to withdraw my winnings. I did that and casino kept me waiting 24 hours for reply, then they wrote me i have to upload paper from bank which consists of "your address,
full name,your bank account number,seal of the bank and signature of the employee.". I went instantly to my bank and showed them this email and they looked like that has no clue what should they do. They print me statement from bank account, i sent them additionaly also pdf from another bank account i got + official papers from bank which i got after i created my bank account years ago.
I have no clue why they are asking for bank info while im making withdraw to neteller but fine,i thought everything will goes fine then, but after another 24 hours i received another email, where they asking me for inreasonable questions like "What are your annual earnings?" , "Do you own your residential property?" ,etc. I have been never asked questions like this but its already 5 days after i sent them documents, when i contact customer support they always tells me wait 24 hours, after that 24 hours im always asked for some other no-sense docs.
I have send them already: photo of id, photo of driving license, bank bill, 3 documents from bank, screenshots from neteller and casino is still delaying the vertification process and obviously doesnt want to pay out my winnings.
Askgamblers, I kindly ask you for help to get my winnings out from this fishy casino, thanks.

Resolved

€100

Unreasonable verification demands

When I first got a big win, I was asked for verification of my credit cards (virtual credit cards), Skrill and ID. I've verified all of those and thought that was that, and that I wouldn't be prompted for verification again.
So I've made a couple more deposits with Skrill and other virtual credit cards (one time use cards that last 1 month). I've lost on all those deposits except on the last one, which put my balance up to 420€. So, I've requested a withdrawal.
To my surprise, the payment was denied and I was asked to verify all the cards. Since some of them have already long expired, I could not get screenshots of them. I did however provide them with bank statements that match the amount, dates and beneficiary of the transfer (SUNLET). Those are in Portuguese, since my bank is, well, Portuguese. They have told me those documents are no good because they require them in English, which is not possible to obtain because, once again, my bank is Portuguese.
They keep denying me any way to successfully verify my account and have, in essence, kept the money to themselves. I'd stay away from this casino. They have no issues accepting your deposits but when you win, they will make it hell to withdraw any winnings.

Resolved

€420

Holding my funds for a weird reason

I have a verified account with frank casino and I have been able to make a previous withdrawal successfully. I have a 4k balance at the moment but the casino is refusing to pay. they are claiming that my bank has cancelled the transfer due to "card limit". my safety limit is 15k monthly and I am nowhere close to that. additionally, I called my bank to double check and they assured me that there are no limits on incoming transfers on my card. I have been playing online casinos for 15 years now and have had multiple issues with different casinos but this is my first time hearing this especially if the account was verified.
I really need your help on this one.

Thanking you in advance for your usual support.
Ali

Resolved

$4,000

Refusing to pay my winnings, throwing absurd accusations against me without any proof

Dear Askgamblers, I am looking for help in case against Frankcasino. I would like to ask you to take a look into a problem where they have falsely accused me of something that I never did. I opened account in 2016. I played there from time to time but last year I started to play a lot. I got great VIP manager, we were in contact through email or phone or even live chat when I wanted to speak with him, he even encourage me to bet higher. I made a lot of big bets on slots. I wagered a lot. I became a loyal customer. I played on daily basis. I made a lots of deposits and a lots of withdrawals. They were processing withdrawals normally, except when I made bigger withdrawals (in terms of 10.000€+) they usualy had some 'problems' with Neteller so I had to wait a bit and sometimes I played more and lost my money then. But things were fine in general. Until now. New manager arrived (this March I believe), they did not contact me anymore like before and after I made 10.483€ withdrawal on 8th of April 2018 they closed my account for the first time. I received response that security service detected suspicious activity on my account. To continue playing in the casino, I need to pass an additional identity check they said. They said I have to install Skype, which is not mentioned in their terms, but they insisted that I need to install it, so I did that. I had to wait for their 'security department' to call me next day. I have answered all the questions during this video call (where I was not able to see anyone on the other side, but I had to turn on my camera, so that they see me) and showed them my passport as well (though I have verified my account before). Later their live support said everything is fine and that I just need to wait for two days so that 'security department' will check my account again. And all of a sudden I was accused of something outrageous. They said they have checked my history and provided me some data which is nonsense. They have said I have manipulated their slots Northern Sky and Pied Piper (both Quickspin) on 6th of April. They would like to accuse me I have made 22 bets with value 0,00€ that got me 54,84€ in winnings. They said this is what I did and this is why they will not pay me anything and this is why they have closed my account. They accused me that I break their term: 12.5.5. you interfere with or try to manipulate the software. But I never did such thing. And this is frustrating. I just played slots on that day like always: I opened slot, chose bet and pressed spin button. Nothing else. I do not have any knowledge to manipulate slots. I do not have any programming skils. I would never interfere or manipulate the software. I am fair person. There could be an error or malfunction on their side or maybe on Quickspin's. Maybe in their history, I do not know I am not software expert, but I know I did not do anything, I did not manipulate their software and I have nothing to do with this. I even do not know, if this 0,00€ bets really happened, maybe they just made this up or made a mistake. On 7th April I have withdrew my balance normally, but when I made another withdrawal next day they accused me of some nonsense from 6th of April. I even do not know why was that Skype interview needed, maybe they tried with some tactics but everything was fine with me and my documents, so they were trying to find something else. It feels like they wanted to accuse me of something, just to avoid paying my winnings... Part of their respond was this: However, the amount of payments made to you exceeds the amount of deposits you have made and so we do not bear any financial responsibillity to you. Proof that they would just like to avoid paying me my winnings, because my withdrawals were higher then deposits anyway. And this: ... unfortunately our Security Team provided decision, that was mentioned before. At this point decision is final, please accept apologies for this situation, and such inconvenience. Which I explain to myself as: we just want to close your account and not pay you last withdrawl, decision is final, and we are really sorry for you... I am fair person, I was loyal customer and all of a sudden I was tricked. What they did is really wrong. And totally unproffessional. I cannot believe what happened and I am still shocked. They are falsely accusing me of something that I have not done. Like I mentioned before: I opened slot, chose bet and pressed spin button. Nothing else. I did not manipulated their slots in any kind of way. If there really was glitch or error at the time I pressed spin button, I did not have anything to do with it. Maybe there was nothing and they just made this up. If there really were 22 bets with 0,00€ value, I do not have anything to do with this, I did not produce this, there was error and it was on their side. It is funny for what amount they are accusing me (54,84€) when I bet really big and wagered a lot during my sessions at Frankcasino. This is total nonsense. And if this error really occured, they can deduct this sum of 54,84€ from my balance, but I would like to see real proof from Quickspin sent from their email to me, not some spreadsheets from Frankcasino (where they can write anything they want). And they have to publish this, why that happened, how that happened, so such things won't happen never again to innocent players and there will be no more false accusations with such incidents of 0,00€ bets. At the end I believe they would just like to find something not to pay me my winnings. Quickspin did not reply me till now when I asked them for proof and their view on this case. Frankcasino said their decision is final. They owe me 10.483€ (which I won mostly on Yggdrasil game Seasons) and if they will not pay me this amount, then they are stealing money. I really hope you can help me with this case. I would be very grateful. Thanks in advance.

Unresolved

€10,483

Rejected withdrawal request

Hello, I have made a lot of deposits to this casino, had some fun cause of the low stakes with RUB currency. I have verified my account and I got a few withdrawals from this casino in the past. Today I made a deposit of 1000RUB and managed to win 5000RUB so I requested a withdrawal of 4500RUB and got an email that it was rejected. I asked their live chat support and they told me that I have opened multiple accounts which is obviously not true. I have never abused any of their bonuses, I have only played with my own deposits and I feel totally cheated and robbed right now. This is an email I got from some kind of security team - Dear Grzegorz! According to the rules of our casino, registration and use of multiple accounts is strictly prohibited. This rule applies to any online casino. Violation of this rule leads to the blocking of all the associated accounts. Please specify the reason why you have registered additional accounts. Looking forward to your reply! -- Kind redards, Jane Support team I think that the problem was cause by the casino itself. Cause some time ago I asked to have my account closed and then I asked to have it reopened - maybe that's why I have multiple accounts. I have never been treated so badly and I feel upset.

Resolved

руб.4,500

Frank Casino Complaint Stats