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PlayFrank Casino

Item: PlayFrank Casino
Rating: 1
Author: Irena D.

Our Rating CasinoRank

1/10

CasinoRank

Player Rating 51 reviews

7.3/10

51 reviews

Complaint Response 26 complaints

2 days avg. 26 complaints

What we like

UKGC-certified
Top-tier software providers
Live chat
Approved by iTech Labs and TST
Mobile-friendly

What we don’t like

Several country restrictions
Discrepancy between deposit and withdrawal methods

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.

Irena D.

PlayFrank Casino Details

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

General
Payments
Games
Responsible Gambling
Customer Support

Website

http://www.playfrank.com

Established

2014

Licences

Malta Gaming Authority, UK Gambling Commission

Company

Aspire Global International Ltd.

Affiliate Program

PlayFrank Affiliates

Languages

English, German

Casino Type

Instant Play, Mobile, Live Casino

PlayFrank Casino is a stylish online casino that does a good job at catering to the requests of all types of players. The site is compatible with both desktop and mobile devices and uses an instant-play interface. With a games library powered by NetEnt, Microgaming, NYX Interactive, Play'n Go, and Betsoft, to name a few, PlayFrank manages to keep its players amused with a number of daily challenges and other incentives, serving as a one-stop-shop for top-notch casino entertainment. PlayFrank Casino is licensed by the UK Gambling Commission.

Restricted Countries and Territories

Due to legal regulations, players from certain countries will be excluded from starting an account at PlayFrank. The restricted countries include, but are not limited to Australia, China, Denmark, Estonia, France, Moldova, Poland, Spain, and the United States. For the full list of restricted countries and territories, please refer to the 'More casino details' tab below.

Mobile Gaming

PlayFrank Casino makes satisfying mobile players a key priority. The site’s HTML5 interface is designed to make it easy to play on virtually any device, from a home computer to smartphones and tablets. Players can enjoy dozens of their favourite slots and table games on the go. No app download is necessary.

Security and Fairness

PlayFrank Casino protects players with the state-of-the-art SSL encryption. This technology is the gold standard for online safety and it is trusted by all reputable online merchants and banks. It prevents anyone from seeing sensitive data with an advanced algorithm that cannot be decoded.

The games at PlayFrank Casino meet the standards of fairness required by two independent testing agencies: TST and iTech Labs. As such, players can rest assured that they will find a fair game here.

Deposit Methods

Payz, Maestro, MasterCard, Neteller, Paysafecard, Visa, Nordea, Euteller, Multibanco, Trustly, Skrill, Instant Bank Transfer, mobile payment, Bank Wire Transfer, PayPal, Interac, EPS, Zimpler, instaDebit, MuchBetter, Apple Pay, Revolut, CashtoCode

Deposit Fees

Withdrawal Methods

MasterCard, Neteller, Visa, Payz, Skrill, Trustly, Bank Wire Transfer, PayPal, Interac, instaDebit, Apple Pay

Withdrawal Fees

Withdrawal Limit

EUR 7,000 per month

Currencies

Australian dollars, Euros, British pounds sterling, Norwegian kroner, US dollars, Canadian dollars, New Zealand dollars, South African Rand

Pending Time

0-96 hours

Withdrawal Times

E-Wallets 0-24 hours
Bank Transfers 2-7 days
Card Payments 1-7 days
Weekend Cashouts No
Progressive Jackpot Wins None

Game Providers

Games Global, NetEnt, Evolution Gaming, Betsoft, Nyx Interactive, Play'n GO, PariPlay, Playson, Booming Games, Light & Wonder, iSoftBet, Merkur Gaming, NextGen Gaming, Pragmatic Play, High5Games, Lightning Box, 2 By 2 Gaming, Just For The Win, Betdigital, Amaya (Chartwell), Skywind Group, Inspired, Eyecon, Ezugi, Yggdrasil Gaming, Darwin Gaming, Hacksaw Gaming, Wazdan, 1x2Games, Betixon, Spribe, Spinomenal, Leap, Amatic Industries, Wizard Games, Blueprint Gaming, Skillzzgaming, Quickspin, Gamomat, Red Rake Gaming, Red Tiger Gaming, Bally Wulff, Stakelogic, SYNOT Games, Oryx Gaming, Slingo, Atomic Slot Lab, GreenTube, Indigo Magic

RTP

Not stated

RNG Tested

Progressive Jackpots

Game History Feature

Virtual Games

PlayFrank Casino is home to an extensive selection of slots. Players will find hit titles from Betsoft, Microgaming, NYX Interactive, Play'n Go, and NetEnt. Some of the most famous ones include Aliens slot, Starburst slot, Mr. Vegas slot, Foxin’ Wins Again slot, At the Movies slot, and Chimney Sweep slot. Also, the casino hosts numerous of the world’s most popular progressive slots like Mega Fortune Slot and Hall of Gods, with jackpots often in the multi-million range.

In addition to its live table games, PlayFrank Casino provides players with a number of virtual table game favourites. These include several variants of European and French Roulette; blackjack games like Single Deck Blackjack and Double Exposure Blackjack; multiple types of Punto Banco/Baccarat; and many other favourites.

Play Frank Casino’s video poker selection contains many classic and modern variants from both NetEnt and GamesOS. Among these are All American Poker, Jacks or Better, Deuces Wild, Joker Wild, Shockwave Poker, and Coliseum Poker, among others.

Live Games

PlayFrank Casino features an extensive live dealer room powered by Evolution Gaming. Players here can enjoy round-the-clock table game excitement in dozens of different live rooms. The game selection includes a surprising number of Live Blackjack, Live Roulette, and Live Baccarat variants, all dealt to professional standards and broadcast in real-time.

Deposit Limit Tool

Yes

Wager Limit Tool

Yes

Loss Limit Tool

Yes

Time/Session Limit Tool

Yes

Self-Exclusion Tool

Yes

Cool Off/Time-Out Tool

Yes

Reality Check Tool

Yes

Self-Assessment Test

Yes

Withdrawal Lock

Yes

Self-Exclusion Register Participation

Gamstop

Live Chat

24/7

Email Support

[email protected]

FAQ Section

Support

The PlayFrank Casino is one of the few operators on our UK online casinos list that has a support team available in English, German and Norwegian. Players via the site’s live chat facility, available from 7 AM till 23 PM. Also, players can reach the casino support team by email or telephone, on top of having a helpful FAQ section at their disposal, where certain previously answered questions can be found.

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Complaints

Read the complaints other players have left for PlayFrank Casino. Learn more about complaints.

Show all complaints

Submit complaint

14 days pending withdrawal Documents approved

Hi, I deposited my £10 to get my bonus spins. I used my credit + welcome spins And met all the wagering requirements stated. I have requested a withdrawal and it has been stuck on pending for 14 days. I have contacted customer support and they have been friendly and helpful but nothing seems to be happening. All of my documents have been verified. I have checked the bonus t&c and played fairly.

Is there anything else I need to do? It’s a good casino, I would use again, but withdrawals are taking a long time

Thanks

Resolved

£422.94

Withdrawal status has been pending for a week

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.

Resolved

€393

Withdrawal still pending and they're ignoring me now

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.

Resolved

£231

No Communication, Account Closure and Withholding Winning

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.

Resolved

£501

Payment and refund issues

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.

Resolved

£191.7

Withdrawal delayed since last week

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

Resolved

£700

Waiting for my £2,062 withdrawal since April

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

Resolved

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 >

Resolved

£950

Failed verification and confiscated winnings with no further info or proof

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

Resolved

£3500

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

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

Resolved

£3600

Complaint Statistics

Resolved 22

Avg. Amount $ 3,168

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Review this casino

Share your thoughts with other players

Player rating

7.3/10 ● 51 reviews

Top reviews from our players

Weanerbug1234

8 years ago

7/10

I want to thank Bart and Thomas for their patience with helping me with resolve the issue. Very understanding and compassionate individuals. They will take the extra step to try resolve issues at hand.
Thanks again!!
Anne

Dear Anne, Thank you for the compliments and we will send it to Bart & Thomas from PlayFrank Support Team. See you next time at PlayFrank. Cheers, PlayFrank

PlayFrank Casino 8 years ago

kristinathelen

8 years ago

7/10

Busted through a small deposit here so I can't contribute to the withdrawal issues that lots of others mentioned but I did want to say that I had a fun (short) time playing here — whether that counts for anything ;)

Hi Kristina, Thanks for the compliment and the review! Hope to see you again at PlayFrank. Cheers, PlayFrank

PlayFrank Casino 8 years ago

Mimosa

9 years ago

10/10

PlayFrank have a decent amount of games available. Their website is clear modern and easy to navigate. The game load pretty fast but most of all I can play all their games..not restriction whatsoever like others casino and I'm from Canada! slots payout was good.

Made my first withdrawal of 400 euro on the weekend and got my payment through ewallet on Monday! Thank you! 💃🏻 oh I like their bonus tracking while you play so you know how much percent is take to clear your wagering a big applaud!

Nothing bad to add at this moment! Just hope they'll bring more games and add more bonuses.

Hi Mimosa, Thanks for the review and your compliments. We're releasing new games every month. We're also adding new game suppliers on a regular basis. And good to know: we just released our new weekly 50% Bonus. See you at PlayFrank! PlayFrank

PlayFrank Casino 8 years ago

Scotty6712

9 years ago

8/10

I joined not so long back and once I'd played through my bonus according to their terms, I seemed to have a lot of luck on their slots. I built up a £4000 balance in just a day or two from a small deposit. The funds were paid to me with minimum hassle and seemed very speedy. A very reputable casino. I would highly recommend.

24 hour pending period for withdrawals. Very long account verification process.

Hi Scotty6712, Thanks for the review, compliments and your input! See you at PlayFrank! PlayFrank

PlayFrank Casino 8 years ago

david11

9 years ago

10/10

I opened an account with Playfrank just recently and requested a withdrawal late on a Saturday night. The money was back in my account on Tuesday morning without any need for documents. In my opinion the most important things with a casino are speedy withdrawals and customer service. They passed with flying colours on withdrawals. I cannot speak for customer service as I have not had the need to contact them which, frankly (pardon the pun) speaks volumes.

Very happy with this casino and have no problem recommending them.

Thank you for your compliment DAVID11. And we like to you again at PlayFrank. Cheers!

PlayFrank Casino 9 years ago

Craigmcd88

9 years ago

10/10

Fantastic experience at this casino, won £400 from my daily free spins deposit bonus, I requested a withdrawal and it was processed with no questions asked, the pending time was less than 24 hours and the money was in my bank the next day, definitely my favourite casino from now on, fantastic selection of games.

Easy to navigate site, 10/10 for me, highly recommended!!!!

Wow, thanks CRAIGMCD88, a 10/10! Thank you for the compliment and your review. See you next time at PlayFrank!

PlayFrank Casino 9 years ago

Stoneyhav

9 years ago

10/10

Just signed up to your site and I'd just like to say how user friendly it is. It's great that you explain how the bonuses work instead of having to go through a minefield of terms and conditions.

Keep up the good work! Chris Brown

Hi Chris, Thanks for the review and the compliment. Our support team will answer all your questions and good to hear it worked out. See you next time at PlayFrank! Best regards, PlayFrank

PlayFrank Casino 9 years ago

Lollipop111

9 years ago

7/10

A big thanks to Bart who was extremely patient and helped me with my issue. Probably one of the best customer service advisers I've came across on all platforms!! Thanks again!!

Hi Lollipop111, Thank you for your compliment! Great to hear Bart helped you out. Enjoy your day. Kind regards, PlayFrank

PlayFrank Casino 9 years ago

LilianInThaHouse

10 years ago

6/10

Play Frank is one of the last casinos that have been added on the AskGamblers list of casinos. My attention attracted the fact that this casino offers 35 free spins on the game called Mythic Miden. The free spins are enough reason for me to join some casino. But, when I made the account and when I opened the game the free spins were not on my account. You don’t know how much I hate this. At first I thought that maybe I must to verify my e-mail, which I did. However, still the free spins were not on my account.

Ok, I have no choice than to contact the casino support. On their website there is a tab that says "Live Help". But, when I clicked on that tab I received a message that said that none of their operators is available at this moment and that I can leave a message so I'd be contacted soon. I needed help immediately, not soon. Because of that they do not have live support available at any time Play Frank has a big minus for me.

Besides to the free spins bonus their welcome offer is consisting from 2 more bonuses. It is about a bonus of 100% on first deposit with wagering requirements of 35 x bonus and a bonus on second deposit with the same wagering requirements but with a bonus percentage of 50%. I think this offer is not so bad, but again it is not anything extra.

I have similar opinion about the speed of the cash-outs process in the casino too. The pending time is 24-48 and up to 24 hours for the pay-outs on some of the e-wallet services. It's pretty fast but it might be even faster, i.e. the whole process could be for 24 hours including the pending time. The selection of games is not bad and it is consisting of offers of several software providers including here the NetEnt and BetSoft games. For the Play Frank Casino I give 6 out of 10 possible stars

Dear LilianInThaHouse, First of all thanks you for your time to write about your experience with PlayFrank. It's unfortunate to hear that there is a misunderstanding about the free spins. It seems like some misunderstanding between what we offer and what might be advertised on the website that promotes us. We have a special signup no deposit free spin promotion with 20 Ffreespins on Event Horizon. Because of Halloween we also had a freespins promotion with deposit freespins on Mythic Maiden this might be mixed up. If this has been mixed up it might happen that your expectations might be wrong and you are indeed looking for the wrong game for your freespins. We understand that in that case you want to contact live support instantly. It's correct that we currently don't have a 24 hour support and support tickets are answered within a maximum of 12 hours although the average is much faster. I have to agree with you that this is something we can do better and feedback from experienced players like yourself are very welcome to us. The feedback you give on withdrawal speed is also something we take serious. We are currently working on that. To clarify our welcome offer (which consist of 4 bonuses + free spins on the first 4 deposits instead of the first 2 as you mentioned): 100% up to 150,- + 10 FS Starburst 50% up to 50,- + 5 FS Starburst 25% up to 50,- + 5 FS Starburst 50% up to 100,-+ 10 FS Starburst Again , thank you for your feedback, we will do our best to improve this. Best regards, PlayFrank

PlayFrank Casino 10 years ago

katemak

10 years ago

8/10

Play Frank is one of the newest casinos online which of course has one of my favorite games and that would be Netent. I was waiting till this casino came up with some free spins or chips promotion and finally when it arrived it was a bit disappointing. This casino has several software games, which one of them is BetSoft slots, which are definitely not my cup of tea games and seeing that the promo of the free spins, were on this game provider with one of their newest games Event Horizon.

Well when I look at the game didn't look so bad, having 243 ways of winnings I said I could try. They were giving; actually I still think they run the same promo when you join 20 free spins of the game I previously mentioned. So opened my account, verified it opened the Event Horizon slot and on my surprise the free spins were on my account. Honestly, just because the free spins were from that software I didn't even bother to check the Terms of the free spins, like knowing what will happen.

So I played those free spins and won 2.25 euros, wow, from 243 way paying slot getting only 2 euros it was disappointing really. So what to play with those tiny winnings, of course I chose Starburst slot. Well I guess Starburst has changed a lot recently or I don't know what they are doing with the games but this game has disappointed me a lot lately, at least 1 months, no winnings no nothing, like all the spins are dead.

So I played only few minutes and spend that tiny bonus and finished with Play Frank Casino. They have nice, actually the average bonus of 100% match with X 35 wagering requirements plus 5 free spins on Starburst slot so I guess its nice welcome offer. Nice casino, nice bonuses and they have nice and friendly live support!