PlayFrank Casino

Withdrawal status has been pending for a week

£422.94

I made an withdrawal request on January 20th. The next morning I was asked to provide my bank statement which I did. Since then I haven’t got any information at all, apart from that the live chat operators have been telling me that the documents are passed to a relevant team to verify. I have sent Playfrank multiple emails regarding the issue but haven’t got any answers from them. Their T&C’s say that withdrawals’ status should change into ”processed” after 48 hours upon request. Mine is still ”pending” after a week. I really want to get my money out of this casino but it seems like the process doesn’t advance at all so therefore I’m writing this here now.

Withdrawal still pending and they're ignoring me now

€393

My £231 withdrawal from this company is still pending 8 days later after stating it only takes 48 hours. Everytime you use live chat you wait 1-2 hours for a response and when they do respond they haven’t got a clue what they’re doing they copy and paste the same message. I’ve done everything they’ve asked off me and still nothing. All my documents have been verified yet they tell me my documents are being checked and I’ll be updated via email but I made a complaint through the site 5 days ago and still haven’t recieved an update via email. After making the withdrawal my account became restricted and said contact customer support for more information but customer support don’t have a clue what to say.

No Communication, Account Closure and Withholding Winning

£231

I created the account with PlayFrank casino, uploaded my identification documents and my profile was fully verified. I had actually won some winnings of £101 and £201 which were paid out very swiftly.

I then deposited again and won winnings of £501 which I withdrew on 12.30am Monday 6th March 2023, it says 48 hours to process the winnings, and this morning I got an email (over 48hrs after I submitted my withdrawal) to say my account was closed which no explanation and nothing mentioned about my winnings, I cant access live chat, I've emailed them 3 times with no reply. Its unfair as I've supplied all verification and they've kept hold of my winnings from me.
I asked numerous times if there was issue about my account because obviously I could supply what they needed and all I was told before my account closed was this is a normal routine check, so they basically lied to me.

Please look into this and help support me.

Payment and refund issues

£501

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.

Withdrawal delayed since last week

£191.7

Hi, I made an account with playfrank, I've made a withdrawal of £700 and is still showing as pending since last Thursday. I've spoken to them via live chat but seem to get very vague replies? I've deposited as much if not more and really thought I would of been paid by now but nothing, I've deposited since withdrawal no problem. I've already uploaded my drivers license both sides and proof of address so can't understand the delay? I've played many other casinos and never had a problem like this, could you please look into this for me please, I've uploaded some files if it helps? Many thanks Ian

Waiting for my £2,062 withdrawal since April

£700

As the title saying I have requested a withdrawal (£2062) after playing on Playfrank casino in April, they've asked for verification documents which I've sent in a few days later. They confirmed that docs have been forwarded to their verification team. Since then I have sent several emails asking about my withdrawal and their answer were always the same: the verification team is still checking my docs and account. For two months!!! Even spoken to their livechat, but ended up getting the same answer. This is just ridiculous. They are clearly up for something and I have a feeling that I won't get my winnings paid out just by waiting for their response.

If Askgambler could help me out in this matter I would appreciate it.

Regards

Verification denied and account suspended

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.

Shortly afterwards, I received an email requesting the following verification:

- Personal identification

- Address identification

- Proof of payment method

I supplied all of this in a timely manner and assumed this would enable them to process my withdrawal. However, I then received a further email requesting the following verification:

- Face verification

- Date verification

I have used a large number of gambling sites and this is something I have never been asked for before. I find it highly irregular, unnecessary and worrying. I see no reason why they would need this level of identification, something which I raised by return of e-mail. I repeatedly asked why this was needed and constantly received the same response of the fact it was needed for face and date verification. Obviously this is something I was already aware of; I was trying to determine why it was needed.

I eventually provided the verification required. I couldn’t do this immediately as I had to purchase a newspaper. I was finally told that my withdrawal is now being processed; this was on 19/03/19.

That night I tried logging into my play Frank account to see if I could see the status of the withdrawal, only to find my account had been blocked. After contacting them, I was then told that this was done as part of the verification process and that any pending withdrawals had been cancelled. The team told me to contact the complaints team which I did on 20/03/2019.

Since then, any of my requests are now ignored. I have been given no timescale for my "complaint" to be answered (I never asked to raise a complaint: I just want my money) and £950 of my money has seemingly disappeared into thin air. Personally, I believe the original verification process is a stalling tactic in order to hold onto customer's money for longer than is necessary.

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

Thanks and regards,

Will < surname removed >

Failed verification and confiscated winnings with no further info or proof

£950

I have tried to withdraw £3500 worth of winnings from my account. I have been asked to partake in the verification process which I have done fully. I have sent pictures of my bank card, bank statements, drivers licence, passport and even me holding my ID’ s.

I have made a few deposits in the past and not had an issue.

I have followed the process fully and have just been told my winnings have been confiscated and my account closed. I have had no explanation as to why I have failed the verification?

I would like this resolved and my money payed out!

Ticket ID: 228538

Verification delayed, account closed, deposit returned, no winnings paid yet and no further answers

£3500

On wed 21/02/2019 I deposited £400 I also got bonus money which I wagered and than won just under 4000 . I withdrew and was so excited about my winnings ! On 22/02/2019 I was asked to send my documents which I done straight away sent my driving license debit card and bank statement . On the 24/02/2019 I was asked to send a picture of myself next to my driving license which I done !! I waited and waited was talking to the support team as why is was taking so long they said I will get a email as they don’t deal with it ! On the 26/02/2019 I went to log into my account and my account had been closed . I went onto live chat straight away and they said it was due to a automated security check that I failed and the verification team are on the case ! I’ve been constantly on live chat with no answers what so ever . Today 27/02/2019 I checked my bank account and have notice play frank have credited my account with £400 . This is what I deposited ? I went on live chat straight away and they have said there is no update on your verification . This online casino in my eyes is an absolute con No answers I’m incredibly stressed and upset and I want answers please help me

£3600

Complaint Statistics

Resolved 22

Avg. Amount $ 3,168

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

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Player rating

7.3/10 ● 51 reviews

Top reviews from our players

Deanoc154

1/10

Please don't attempt to play on this site as it's a massive joke. I won 320 on Friday which I withdrew. Had a email on Monday regarding my account verification which was done on the same day. They said maximum of 48 hours to verify and now it's Thursday. Sent emails and spoken to the team only to receive the same story. Having loosing my patients I decided to spin my winnings to then receive a email soon as all my winnings had gone to say my account had been verified. Sending pictures of your self with all your other details is a full on joke. Word of warning if you want to get ripped off then stay away.

francisflores

10/10

PlayFrank is my favourite casino, for sure. I made my first deposit just a few days ago and deposited £100 with the 100% welcome offer. I started playing my favourite games (Starburst, Legends of Fortune, Thunderstruck and Gonzo). When I scored a really big win of £13,000 they let me withdraw really quickly. The process was really smooth and the agents I talked to in live chat helped me through the verification process by explaining which documents were needed. In total I think it took 24 hours which was crazy good considering the experience I’ve had at other casinos. Overall a super positive experience. I signed up, made a great win just a few bets in and then got my money 24 hours later. This is definitely the best casino I’ve tried and I will not be looking to switch anytime soon!

I honestly can’t think of anything negative. There’s a lot of games and I like the way PlayFrank looks with its colours and simple navigation. Both verification and withdrawal time is fast so it really feels like they take players seriously.

revkay13

1/10

Nothing. It is a ridiculous site . never before have I been asked to send id like this.

Avoid this site at all costs, no problem depositing
My God when you try and withdraw its hideous.
No id to be scanned it has to be photo, I sent bank statement folded no it has to be all four corners, so after 3rd attempt it was accepted.
Had to do cards twice they weren't clear enough, the last straw was then they wanted me to hold up ID and photograph myself with ID,
Who can honestly say they resemble their ID, so I point blank refused but sent height ,eye colour marital status etc.
I don't think they were impressed, eventually my money was paid into bank ALL £60 of it.

Danfury123

1/10

After playing through a considerable amount of money it seems as though this site never pays out. It doesn't seem to matter which game you play it just does not pay out, only takes or I'm just incredibly unlucky.

-Coco-

2/10

Extremely hard to get your money withdrawn. I had to submit many documents before actually getting my money. Be prepared to send your drivers licence, a bank statement showing your deposit, and an invoice no older than 3 months. AND make sure that the paper versions of any of those are folded! I play a lot and never have had this much trouble withdrawing money.

Was informed on Christmas Eve on email, that I had won a raffle price of 2 500 euros in bonus money. But because I did not spend the money during 7 days, they took all of it away! I was supposed to spend Christmas Holiday on my computer checking my emails and online casino account! They could have at least sent me a few emails to make sure I knew I was a winner, but i suspect they got what they wanted.

I recommend Ninja casino, Mr. Green, and Unibet.

Hi Susanna, We’re sorry to hear all of this and we’re really looking forward to make everything right again, should you give us another chance. During December we had 4 Christmas Raffles and on 24th of December we’ve sent an email revealing you were not just one of the winners, but the 1st prize winner. This was meant to bring you joy and brighten your winter holidays, as it did for the other runners-up. It is now clear that we should’ve reiterated the win after Christmas and surely before the campaign expiration date, as you were spending precious time with your loved ones. Our oversight. From our side, we have reinstated your bonus, so log in if you feel like you’re ready to reboot and kick-start your PlayFrank experience. In regards to your feedback about the verification process, we know it can seem complex at times, which is why we are continuously working to smooth the process, but please know that those documents are a requirement by law, since we are a regulated casino. But once your identity is verified any upcoming withdrawal is handled in due time, so that you can enjoy your winnings as soon as possible. We all hope you will come back, I'm sure you won't regret it! Best wishes, The PlayFrank Team

PlayFrank Casino 7 years ago

bamberfishcake

1/10

Great looking website, not too busy and an easy to navigate layout which I liked and worked well for me. Good selection of games and deposit methods. At times I thought this could be one of the best sites I have played.

For me, what let this site down massively was the frustratingly bad customer service, live chat and bonus exclusion. I was told different things by different agents and had unnecessary obstructions to making a complaint over numerous chats and emails of nearly two weeks.

This was smoothed over eventually by a manager and bonuses offered again following resolution but have since been excluded again, leaving me wishing I had followed a complaint with the parent company as similar issues and responses from live chat, since plus no desire to bang the drum anymore to be heard or treated with the decency we all deserve means I will not be using or recommending this site anymore

Hi Jamie, Thank you for taking the time to air your views and for your kind words about our overall layout and service. Please know that your feedback has been acknowledged and will be taken into consideration as we strive to improve our casino. Sadly, a limited few make it a habit to abuse our bonus offers and in order to protect the fairness of our community sometimes the Security department will not allow us to offer our entire bonus catalogue to such players. We trust that the safety provided by our methods gives all our customers the confidence to continue playing with us. We are sad to see you go and we wish you all the best. Best wishes, The PlayFrank Team

PlayFrank Casino 7 years ago

ollifz

2/10

Layout looks fine. Pretty much it. Been gambling for many years and thought this might be a fun new casino.

Thought I would receive my first deposit bonus as stated on the Frontpage and in their welcome bonus offer. However it has apparently changed once you deposit. Talked to chat support where they said that they changed the offer recently and now they don't have any welcome bonus offer on 100%. This is false advertising and is illegal to do all over Europe.

gm2891

8/10

The only minus is their pending time otherwise everything is spot on! In November I won £18K from only £150 of deposit. It took nearly a 2 weeks to get the money as I was a new customer plus that was a large winning amount so they had to do loads of additional security checks...During that time I was thinking that they won't pay me as it seemed like they were waiting for me to cancel the withdrawal and lose everything back. (maybe it just seemed to me) But everything went alright and I got my winning in 2 payment of £8 and on next week £10K.
Now I can tell confidently that Playfrank is a good casino!

They have to work on their pending time as it's 24h

Dear GM2891, Thank you for your feedback and that you like playing at PlayFrank. Our withdrawal proces for (new) players can take a bit longer because of security checks and checking your documents. Once you're verified we can process your withdrawals after 24 hours like for example your last withdrawal. We like to see you again at PlayFrank! Best wishes, PlayFrank

PlayFrank Casino 7 years ago

Inactive user

7 years ago

6/10

Very clearly and nice site, good and nice slots, fast and kind chat service

My withdrawal has been processed 6 days now :D its ridicilous how much time they need to verify your withdrawals

Dear Osumaa, First of all, congratulations with your winnings and thank you for your feedback. It's good to hear that you like our online casino and customer support. Regarding your withdrawal; we've checked your withdraw and it has been processed on the 8th (08/06/2018 15:04:47). The overall process took a bit longer than 24 hours due to security checks and the KYC process. It's good to mention that once you're verified, as you are now, the withdrawal process will be shorter and your next withdrawals will be processed after 24 hours. We hope to see you around again and thanks for playing at PlayFrank. Best wishes, PlayFrank

PlayFrank Casino 7 years ago

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