Frank & Fred Casino Complaints

Withdrawal problem FrankFred

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.

Unresolved

€20,550

Delayed 7,000 NOK withdrawal

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.

Rejected

kr7,000

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

Resolved

No withdrawal received

So this all started on the 5th December 2019. I won $250 and wanted to withdraw it so started the process after sending multiple documents one after another and regularly contacting chat plus emails about what they required I finally got all documents approved and a email 3rd jan 2020 stating payment would be in my bank account within 7-15 working days, still no payment had been received, I have emailed multiple times with no response. Have been on chat to hear we cant help you the payments team has to. Starting to get real frustrated with no reply. I have emails screenshots about all my conversations with them.

Unresolved

$250

Withdrawal Delayed 10000 EUR

I recently won €18,000 at FrankFred and when I requested a withdrawal back to my debit card it was refused. After speaking to chat they said the amount was too large to go back to that method. They said they would look into the best method. Several days passed.

They then agreed to pay me €10,000 via bank transfer, so I forfeited the rest of the money on table games to speed things up (stupid I know).

Now 9 days has passed, they sent a email last week saying they had paid - they haven't as the money is still in my casino player account - €10,000

E-mails are now being ignored, chat is not helpful and this is causing a lot of stress as I wanted to use these winnings on a deposit on a house in Malta.

They have sent me emails saying my identity is fully confirmed, they asked for a selfie with my passport (confirmed too) as well as a bank statement showing the IBAN and SWIFT.

They are deliberately stalling my withdrawal and are providing no reason why it has taken 9 days. I have put a €1 loss limit on my account for 30 days to ensure I cannot lose my winnings

Unresolved

€10,000

Bank transfer never received

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.

Resolved

€2,200

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 >

Resolved

kr147,000

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.

Unresolved

kr19,975

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.

Unresolved

Frank & Fred Casino Complaint Stats