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Frank & Fred Casino - Getting the runaround with account verification and withdrawal

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Omtvistat casino Frank & Fred Casino
Orsak Verifieringsproblem
Publicerat den 18 maj 2020

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

AskGamblers
Publicerat den 18 maj 2020

Dear @aldrimercasino,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s and currency.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Publicerat den 18 maj 2020

Also, I did send them a video of a video that shows me logging into my account from the app. Logging into the correct phone number and verifying my logging with MFA. I browse throughout the whole app and there is also a notification that shows that my account has been verified. Under my profile, my name and birthdate are clearly mentioned.

They are not approving this a proof?! The customer service told me that the "field" needs to be a bit more grey? Communication to their customer service is just impossible and they do all in their power to prevent you from withdrawing your money.

I had to specifically contact much better support and have them send me a separate verification document which I uploaded 6 hours ago and it is still pending. Is it my JOB as a customer to get in contact with other parties to verify my identity? Especially when this was the only method..

Usually, they are really fast to "decline" my documents, but not they are just stalling without any reason.

Publicerat den 19 maj 2020

Hey there,

Sorry to hear about the troubles and frustration that you experienced lately. From the information you provided, we were able to see that the mentioned withdrawal went through yesterday - kindly confirm.

Please appreciate that the verification and payment process took around 3 days, including the weekend! However, we are always striving to improve our casino experience, looking into adding more payment solutions and improving customer support, so your feedback is greatly appreciated!

We hope to have you back with us soon :)

Best regards
Frank & Fred Team

AskGamblers
Publicerat den 23 maj 2020

Dear @aldrimercasino,

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.

Thanks in advance for your cooperation.

Frank & Fred Casino Klagomål

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