Frank & Fred Casino

I'm played long time with Frank&Fred without any problems. This year they are made two security checking for me and check my source of wealth and that happening this year but many months ago. I'm made my last withdrawals 6.7.2021-8.7.2021 total sum 20 550 € and that money are not paid out yet. First I wait for those money 20 days and then I asked why it takes so long time, they start asking for me more SOW documents and that happening 27.7.2021, I send all documents what they asked (Neteller history between 23.2.2021-30.4.2021) and I do that for same day when they asked it. Now I wait a few weeks more and I do not get any information why it takes so long time to paid out my withdrawals. Over one month are not normally period to pay out players money so I hope you can help me with that case.

I have now been struggling for months with a withdrawal from Frank&Fred.

It started late in March 2020. I order a withdrawal on 7000 NOK 28.03.2020. They asked me for some documents. ID, Proof of adress and proof of payments. I sent this over. Then they asked me to take a selfi with ID and send the picture over. I did that aswell. But i took selfi with my passport. They asked to take a new selfi with the ID i sent in the first time. That was my driver license. I took a new selfi with my driver license and sent in 28 May 2020.

I have been in contact with them several times on live support, but they just tell me that they are still checking my documents. It seems that they just stall and stall. I have given they everyting they have asked for. I was in contact with them today and i got the same answer. They are still checking it. I am now tired of waiting several months for my money.

I hope askgamblers can help me here.

I would like to make a complaint against the online casino "https://www.frankfred.com".

On the 26.09.2019 I made a payout of 2,200 €. After uploading my documents and verifying my account, the payout was confirmed.

This confirmation took place on 26.09.2019.

This was my second win, which I wanted to pay off. The first profit (450 €) was already on my Visa account after two days.

The payout should take place on my VISA credit card account.

No money received until today - after consultation with my bank no money was transferred from the casino

According to my bank, no transfer has taken place against my account.

The FrankFred support has provided me with an ARN, with which the bank can allegedly verify the transfer.

According to the bank, the tracking number is of no use.

I have a suspicion here that the casino wants to cheat me about the money paid out.

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.

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