Frank Casino - I was denied eligible amount of withdrawal by Frank Casino

Dear TEEMUB,

Thank you for your feedback. In our T&C/Bonus policy/2. Welcome Bonuses Terms you can see the general rules. However, this bonus may vary depending on the country. You can see this at the end of the section: "Welcome bonuses may vary depending on a player's country. More detailed information is here."

The link goes to the Promo section, where you must click on "Starterpack," and you'll see the following information - https:­//f­ran­kca­sin­o.c­om/­en/­cam­pai­gn/­off­ers­/251. Please visit this link to see accurate information for your country. The maximum value that a player can turn into real money after the wagering is done, is 500 EUR

Dear Frank Casino.

Kindly be informed that we have noticed this information on your website. However, there is no hyperlink or specific page referenced for it. Therefore, we kindly ask you to provide us with the appropriate page or location on your website where this information can be found.

To be more precise, it is stated in the Bonus Terms: "Welcome bonuses may vary depending on a player's country. More detailed information is here.", but the word "here" is not linked.

Hi,

I still think I there is an issue here. I don't think it is right to put different cap information under couple clicks. Now you have to go to Frank Casino bonus policy and click the link. After clicking the link you find yourself some promotion page talking about Holiday races. There you should be able to click that starter pack. I think that is really hard to find as a new player. I asked this about Frank Casino support and they couldn't tell me how to find this.

Usually the bonus rules have been explained very clearly and I can find them easily. In this situation bonus policy said that the cap is 2000 euro and even when I was depositing money for that bonus there was some information about the bonus, but not about 500 euro cap. Also Askgamblers chat said themselves that the cap is 2000 euro when they first looked it.

I still feel I have been scammed here. It feels that this information is hidden under several clicks and you have to really know how to find this information. What do you think?

Dear Askgamblers Team,

Thank you for your attention. But we see that the word "here" is linked. Please see the screenshot below. Can you please specify from what country you saw this error? So we can check it. The link must go to "Promo" section - https:­//f­ran­kca­sin­o.c­om/­en/­cam­pai­gn/­off­ers/529

I would like to ask if this is bonus policy varies on different countries why does it says for me in the bonus policy that the gap is 2000 euro. Couldn't that be 500 euro cap and then I'm not obligated to search this information.

Also there isn't any list that says about which countries have different bonus rules.

Dear TEEMUB,

These conditions have been written in our T&C for a very long time and many users from different countries, including Finland, had no complaints. However, thank you for highlighting this. It will improve the experience of our users, and we will prescribe the condition for each country separately in our T&C

Thank you for improving your site. I still think I should be eligible for that 2000 euro, because there weren't clear information about that 500 euro cap and there were no information which countries has different bonus policy. Also it was stated very clearly at the bonus policy that the cap for this bonus is 2000 euro.

Let the askgamblers decide how we close this case, because I think we have different opinions about this one.

Dear all,

Kindly note that the AskGamblers Complaint Team requested additional information from the Frank Casino team due to the fact that we considered the details and/or facts they've presented so far as not justified enough. There is no hyperlink on "here" when you browse the website from the player's country Finland. We kindly ask you for additional evidence where the player could see clearly maximum cashout for his country.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Dear Askgamblers Team,

We send you the email with all the clarification about the player's issue. Please check it if you need more information. We'll be glad to answer any questions

Hi Frank,

I would like to ask what kind of information was sent to the team, because I can't see it. Frank Casino hasn't provided any asked information for me. Also it isn't very transparent and reliable to send these information only to askgamblers. This complaint should be handled in here.

What is askgamblers opinion about this one?

Dear TEEMUB,

Some information may not be made publicly available. Also, we have written separately the same information that we have written earlier here - how the player can find information about the bonus through the T&C - Bonus policy - Promotion section. Also, we have the questions about the error, because for some reason not everyone can see the correct information on our site. This is also what we are looking into now

As soon as we receive more information, we will immediately pass it on to you here in a message

Thank you for understanding

Hi all,

Thank you Frank Casino for your answer.

I will wait for your additional information and I would also like to know Askgamblers opinion about this case.

I'm mainly interested about that 2000 euro, which I think I'm eligible for.

Best regards
Teemu

Dear Teemu and Askgamblers Team,

We had a long discussion about the decision on this complaint. We checked from different browsers and different GEOs whether the link works on the word "here". And we didn't see any technical issues. The player could see all the information he needed in the main Terms, which initially stated that the bonus could vary depending on the player's country

Also, we added the information "that for certain countries, the maximum amount that can be turned into real money after wagering is done, is €500" . We also want to note that the player could find information on the site without going to T&C. For this, there is a separate section in the Promo section, which is called a "STARTERPACK" - in it each player sees information for his country

Based on the foregoing, we came to the conclusion that the player could find the information he needed. Also, we checked the site for technical errors - and they were not found either. Therefore, we see no reason to return funds to the player

Thank you all for the cooperation

Dear Askgamblers team,

I would like to ask how do we continue from here?

I disagree with that Frank Casino opinion. First of all in my opinion Frank Casino hasn't provided the information requested from them.

Second if there is a bonus policy page I think all information should be there and written clearly. Players shouldn't be obligated to find information from different pages on the website. Especially if the link in the bonus policy page doesn't provably work. Even their chat support couldn't tell me where to find this information as it shows in the screenshot I took. I would also like to note that if bonus varies on different countries that doesn't say that it varies in Finland and also how it varies.

Dear Frank Casino,

Please be advised that after thorough examination by our team, utilizing multiple devices and browsers on various networks, including with and without VPN in multiple countries, it has been determined that the T&C page in question consistently displays the same information, moreover, without word "here" being presented as hyperlink. This means that there is no way for any player to find out more about the terms when it comes to other countries. 

Given that the Frank Casino management has failed to present their terms in a transparent and easily understandable manner, we respectfully request that the player be paid as advertised in the promotional terms.

Kindly note that failure to comply with this request will result in the complaint being closed as Unresolved and the player being advised to seek resolution through the appropriate regulatory body or appointed ADR.

Dear Teemu,

After a lengthy discussion, we have decided to return you 1,500 euros, so the total amount is 2,000 euros of the previously accrued bonus. They are already in your account. You can check it now

We have also included more detailed information for other countries in T&C, so our users will have complete information from now on. We also prescribed that for any questions, you can contact support, which will always help

Thanks you and Askgamblers Team for cooperation

Dear @TeemuB,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Dear Frank Casino,

Thank you for cooperating with AskGamblers Complaint Team, it is much appreciated.

Hello all,

I have received my money from Frank Casino and everything is okay for me. Frank Casinos payment process and verification was was easy and quite fast.

I would like to note for Frank Casino that the bonus policy page is much better now and it is better for new players. If some day you could still manage to get a list for new players that tells them which countries has different bonus policy, that would be great.

I would also like to thank both Askgamblers and Frank Casino cooperation in this case.

Do I need to close this case or can Askgamblers do that?

Sincerely
Teemu

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.