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Frank & Fred Casino

Our Rating CasinoRank
7.1/10
CasinoRank
Player Rating 21 reviews
5.8/10
21 reviews
Complaint Response 9 complaints
3 days avg. 9 complaints
What we like
  • Easy navigation
  • Top-tier software providers
  • Mobile-friendly design
  • Live chat available
What we don’t like
  • Several country restrictions
Affiliate disclosure

Our content contains affiliate links and we may make a commission on operator registrations and deposits made through these links. We only recommend licensed operators and we would not endorse any brand that is not verified by our experts. Get the truth. Then play.


Frank & Fred Casino Details

Here you can find all the specific details about this casino.

  • General
  • Payments
  • Games
  • Responsible Gambling
  • Customer Support
Website
https://www.frankfred.com/
Established
2018
Licences
Malta Gaming Authority, Swedish Gambling Authority
Affiliate Program
Languages
English, Portuguese
Casino Type
Instant Play, Mobile, Live Casino

Frank & Fred Casino is a modern online casino where members can come and enjoy a selection of games like slots, table games, lotto games and a live casino. The casino boasts an impressive list of multiple software provides including some of the best-known names in the industry like NetEnt, Play’n GO, Nyx Gaming, Betsoft, Evolution Gaming and Extreme Live Gaming. The site is completely instant play through a web browser, meaning that no download is required, while members can also use their mobile casino. Frank & Fred Casino is licensed and regulated by the Malta Gaming Authority. 

Restricted Countries and Territories

Unfortunately, there are some country restrictions here. The casino does not accept player registrations or deposits from residents who reside in certain countries which includes Australia, Austria, Canada, France, Hungary, Italy, Spain, the Netherlands, Denmark, Poland, Turkey and the United States of America. The full list of restricted countries can be found under ‘More Casino Details’. 

Mobile Gaming

Members looking for more convenience can use the Frank & Fred mobile casino. This is available on virtually any mobile device and members simply need to log in using the same details through a compatible mobile browser. The games have been optimized to use on the go so players won’t need to download an app.

Security and Fairness

When it comes to security, the casino uses a high level of encryption technology and firewall services. This ensures players’ personal, financial and sensitive data is always kept secure. 

They also use an industry-standard random number generator, so members can play, and rest assured the games they play produce random outcomes.

StallCation

Complaints

Read the complaints other players have left for Frank & Fred Casino. Learn more about complaints.

Show all complaints
Frank & Fred Casino - Getting the runaround with account verification and withdrawal
Hi.

On 14.05.2020 I deposit 24k (4 deposit) and after a session on live casino, I was at kr 37501 that I wanted to withdraw.

I have submitted ALL relevant documents as my identity (drivers license), proof of address (bill), card statement, document that shows all the deposit made to this site, document that shows that I am owner of the account have been verified.

So all this is OKAY. The issue is when I wanted to withdraw the money, the only way is through Much better, and I had to create an account for Much Better specifically for the withdrawal-process for this site.

Once I created this account, I was asked to upload my driver license (both sides) and a picture of me - the account was quickly verified. I sent a mail to support and they confirmed that my account is VERIFIED.

Now the issue is that FRANK&FRED is not withdrawing my money because my account for much better is not ”proven to be verified”. I have sent screenshots where the customer service from much better confirms that my account is verified, I have sent screenshot of correct name and birthdate under «my profil», I have sent screenshot that I was able to deposit money, I have sent screenshot of that I was able to ORDER a card from muchbetter. All this indicates that my account has been verified. Also, I am not able to change the settings under my profil on muchbetter and the name and birthdate is exactly the same that has been used on this casino.

Still, they are sending me a robot reply of sending them a screenshot where it says that my account is verified?! There is no settings or place in this app where it shows anything else that I have already provided them with. I have sent them MULTIPLE screenshots of all the settings in the app, also from customer service that mentions my name and says that my account is verified.

It is not my problem that they only have MUCHBETTER as a withdrawal method and giving me so much headache in order to withdraw the money.

The customer service for this casino is for no help and has given me the biggest headache after a long time. The way they are trying to withhold the money without any good reason is really scoring me!

After providing them screenshot of customer service, he is telling me they the field for name of birthdate needs to be greyed our, which it is!! I am not able to change the name or birthdate because it has been verified!!

To summarize, the only issue right now is for verification of my muchbetter account
staus Resolved
Frank & Fred Casino - Payments delayed for 55+ days

on May 17th I have won 55.000 NOK and 40.000 NOK that I later have requested payout on the same day to my bank account in Norway, Sbanken.

Later on 20th May i have won 47.000 NOK that I also the same day requested payout for. I did not use any bonuses, nor have I used campaigns. The payouts were all approved on the same day as requested. I did react that i did not received any e-mail reciepts comfirming the payouts.

Five days have passed without any payment reaching the account, and I contacted the casinos customer service to check the status. I was asked to send the account statement, and further waint for 10 bank days, even though they state 5 days for the account transfer. No money has arrived.

I have been presented with following excuses throughout this period:

1. 3rd party pyment provider had technical issues (Hexopay) - this has caused the delay first 2 weeks.

2. The bank has rejected the payment (yet I have spoken to my bank on several occasions asking if the payment has been rejected? The bank has responded that there are no records of any payments being rejected, nevertheless there has not been any payments notices received to be refused in the first place - The conversation proof with my bank has been sent to the customer service on 3 occassions.

3. Blaiming the Norwegian banks again for refusing the payouts, due to the legislation. (This is completly understandable, if that was the case, but again after several conversations with my bank, no trace of incoming transactions could have been located by the bank, that again reassured me that all the transactions are logged in their systems and if there and refusals from their side, that would also reflect on their logs - but no record has been found)

I have later provided an alternative solution to Frank and Fred, completly solving the situation, by rerouting the payouts to my Revolut account, with the Brittish IBAN number, solving the situation with Norwegian bank refusing the payment.

This has totaly been ignored at after daily connversation with them, where I strongly, daily insisted on rerouting the money to my revolut, i was told that the money has again been sent to the Norwegian account.

I have sent two official complaints, both answered with more excuses. I have asked for evedance of payment, regardless the status, I have not been provided with any. That could actually back up the statements that the payments have been done. Never received.

Friday 21st June, I was told by Tor from Loyality department, that the money was requested back to my player account. It has now gone 8 days, totally 55 days since the payout and no one at frand and fred either wants to tell me when i can expect the money nor if I will get them.

I feel I am being made a complete fool of, and I have never experianced less professional service anywhere else.

I at level 108 at this casino, meaning diamond member, next highest level - the status has nothing to say, eather to this case alone, nor has it any impact on any special bonuses or services this casino claims to offer.

I would appriciate you guys making a review of this, preferrably warning any players seekimng guidince on your pages to stay away from PlayCherry Limited casinos as I strongly susspect that legitimacy of their business and their business model no else then criminal.

I would appriciate if you guys checked this case, I do wonder what they will tell you.

< personal details removed >

staus Resolved
kr147000
Frank & Fred Casino - Withdrawal still not received
I've been going back and forth with support since the 11th of may, first I was told there was a 5-7 days delay, and that normal withdrawal times took 5-7 days, so I would have to wait around 2 weeks for me to get my amount paid out, however when I contacted them 2 weeks after without getting the withdrawal, I was told to "Kindly be patient" as the amount had already been paid out, this obviously frustrated me, but I waited, I've been going back and forth for 2 weeks, while being told to keep waiting, then 1 month after my withdrawal date, I was told that Norwegian banks were trying to monopolise all winnings, which isn't really something which should take a month for them to figure out, tell the player, and resolve, as several other casinos can do this in 2 weeks tops with the same problems, and you'll still have your money before the end of the month. He also told me that I would either have my money by the start of next week, or have it bounced back to my play account, which I could then proceed to take out with Visa as a withdrawal method, 1 week goes by and nothing, I contact the support and the same guy who have kept telling me to be patient goes ahead and says "No, the money is on the way to your account, nothing is needed to be done" I say Ok and wait another week, still don't have any money and contact him again explaining him literally what the previous guy says and he simply says "I understand and I believe you but there is nothing we can do", I have chat logs I can provide, and I have warned them twice by the start of next week if my withdrawal is not there, I will be thinking of writing in to MGA for misleading me with information and an extremely long withdrawal time. I'd also like to add I double checked with support that all my withdrawal information was correct the next day after I made the withdrawal, so It's not because of that.
staus Unresolved
kr19975
Frank & Fred Casino - Delayed & Declined Payment
2 weeks ago I withdrew 900 eur from the casino without any problems. The issues started when I won a hefty amount. I made a withdraw to my visa account for 3000 eur since that was the limit. I also sent all the documents they needed. 24 hours later the amount bounced back to my account and I had to contact livechat. The guy obviouslu didnt have a clue what he was talking about and stated that I withdrew money just minutes ago (I made a new request and that was what he saw) After bouncing back and forwards sending in new documents - the payment was finally approved. Since I only could withdraw 3000 and the sum I had left was 4300 I made a new withdrawal request. If things were bad before its nothing of what was coming for me now. The sum was bounced back again to my account and I had to contact livechat again. They now stated that my cardholder wont accept the transfer so If I could provide bankstatements and they could use trustly instead? Fine! I sent banstatements - disapproved. I sent another one - rejected aswell and now for the third time I contacted livechat. Now they need the back of my visa and drivers licence. They have already gotten this and approved them a week ago. It seems like they are stalling the matter and they wont let me speak to economydepartement or do anything else unless my documents are approved (which they already are and says so on their page where you upload them) Also for every request it takes atleast 24 hours.
staus Unresolved

Complaint Statistics

Resolved 3
Avg. Amount $ 7,200
Avg. Complaint Duration 4 days
Avg. Response Time 3 days

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Player rating
5.8/10 21 reviews

Top reviews from our players

There is not that much to look at in this site but I think the aesthetics are there when it comes to their games and that is what I like the most. It has popular games from top providers and has given its players good promotions in recent months. They have made significant progress in the online casino space and it will continue to grow as an underappreciated platform. I'm looking forward to better bargains!

The only downside on this one is that there is still a need for more exciting bonuses and offers. They need to make sure that the players get the most of those so there would be no problems when it comes to the output and so on. That is what has got to be the main problem for this.

I liked this casino. I t has a loyal bonus system, I was able to catch bonuses and even withdrew some. In general I was left only with good emotions after playing there.

The casino looks nice at the surface, with it's membership system (Even sending me cards in the post when I got to a higher rank), good selection of games as well. Should be no problems if you live in a country that's not trying to restrict online gambling - Look below.

The problem may arise when you're actually going to withdraw, support was absolutely clueless for a month straight when it came to what was taking so long, all they told me constantly was in essence "Just wait" and there's nothing they can do. I kept asking them to bounce back the withdrawal so I could try another withdrawal method, they said no. I messaged them every 1-2 weeks with no status update at all other than that the money is still on the way. It didn't take a whole 2 months (YES 2 MONTHS) adding up to a total of about 3 months until they just sent me back the money to my account on the casino and to get another withdrawal method, I had to deposit AGAIN.

I live in Norway, the state has commanded banks to try to return payments to and from casino sites, this has never been a problem with any other casino (It still applies to them however they get around it), total unprofessional on their side and lack of communication, which is why I rate it 2 stars, the only thing that gives them the other star is the fact that their site is alright in every other aspect, but this downside absolutely killed it for me.

I received some freespins for this casino and I really had a good time playing there. With spins managed to take 31 euro. At the end I lost it all, but that convinced me to sign up and deposit a 10 euro. Casino is not bad at all. Very easy to navigate and deposits were immediately on my balance account. Still try to earn something, but who knows. Hope I will have some luck.

Customer service was not at their best a couple of times, but as I said casino is a nice play to have some good time. I cannot complain about that if I enjoy playing.

Frank and Fred is a really good casino with a nice loyalty vip system. On registration, you start with a no deposit bonus. You can spin the wheel and win up to 100 free spins. The welcome bonus is very good. On my first deposit at Frank and Fred casino, I win more than 500 euro with 10 euro deposit. I requested a withdraw late in the night and in the morning the money was on my bank without any verification before. From time to time you get free spins to try out slots. The vip latter is really nice if you climb up you get a lot of benefits. At start you need to wager your bonus 35x on silver 30x on gold 25x and so on. You get a lot of vip offers and lottery tickets. On gold status, your free offered spins turn to super spins which have 10x more value as the normal free spins. You can find a big game collection on Frank and Fred. On my birthday they grants me a 20 euro bonus and my status is only silver. The design of the website is really nice. The live chat always try to help you if you have any problem. It's one of the best casinos I tried out and I tried out more than 100. The registration and the verification are very simple. I like that even if you have not make a deposit for a while they still offer you free spins/superspins from time to time. You also get sometimes free spin offers that require a deposit. On Frank and Fred casino you have a very fair chance to win. And with all the game providers there are slots for everyone. Really good casino You should try it out. nice one!

Good choice of slot and live table games with enticing welcome offer for new players. Several deposit methods offered including eWallets and instant bank transfer.

Customer support unresponsive and withdrawals were never actioned with subsequent complaint ignored.
They promised a dedicated VIP manager once reaching a certain level, nobody has been in touch and I reached platinum level after some serious wagering on table and slots.

Inactive user
8/10

Pleasant design. Clear site to use. Withdrawals are quite fastly processed. They have my favourite games. I've had no problems with withdrawals. Also withdrawal limits are adequate.

The only missing 2 stars is, because the withdrawals aren't totally 100% instant, like for example in No Account Casino, Prank Casino, etc. So if you want to be "perfect", make withdrawals happen in 3 minutes, like they do. Otherwise everything's fine. :)

This is my first review usually I'm not giving reviews, but this is a must, first is verified my account in a day, second my withdrawal process also In less than 24hours and the amount of 2.800 euro was in total in 3 business days, what else to ask for? Very nice bonus specially when you gate up the vip level! Live chat is also very helpful! Totally recommend this casino, so far so good,

I don't like that if you need to search a game you have to scroll down for long time or type the name in the bar, I will like to have specific bar with all the providers. After all is all good!

Welcome bonus is good and really fair wagering requirements. Games collection is good as well and many other small good things.

The bad thing is that their games menu bar is very complicated. for ex. you have to choose to play game from menu.

Everything on web-site is very simple and easy to find.
Played few games and managed to win something.
Bright purple background color.
Support is ok. Bit slow, but ok.

Not many games. I was expecting much bigger choice of games, but was surprised. There were not more than 20, I guess.

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