CLOSED: Frank Casino Support And Complaint Section

Hello All,

My name is Adam I am a Casino Repersenitive from Frank Casino. I would like to thank you all for choosing to sign up to Frank Casino.

Frank Casino works around the clock to keep all of our player´s happy and up to date, We concentrate on the best, Games/Tournaments/Bonuses. Also you could have the chance to get Exclusive offers on a daily basis.

If you would like any information, or have any kind of questions enquiries or more…

Please don´t hesitate to ask I am here to answer any questions and help you have a Thrilling Exsperience at Frank Casino!

Looking forward to hearing from you.

Adam

Edited by Moderator KingNemo: 07 November 2022 - CLOSED due to being an old and outdated Support and Complaints Thread. If you have any complaints for Frank Casino please visit HERE.

Hi Adam,

Welcome on board! Glad you have joined our forum. 

Hello Adam!

I am new to this forum myself but allow me to say, welcome to the LCB forum.

I am happy to see casino representatives active and communicating with players. That is really important.

Good Luck and see you around*

Welcome Adam. 

Welcome to our forum, thanks for being here to assist our members.

@Amaziah34 - welcome to the best casino forum! We are also glad to have you part of our community

Welcome on board Adam!

Welcome Adam, nice having you on the forum!

This is my alllllltime favorite casino! 

Wouw after playing for years in al lot of casinos and there are a couple i play still once in a while i finaly found my casino where im playing and felling so Good! The live support agents are more than friendly with every question i have! Always willing to help me an always patience because of my not so Good in typing englis.

the offer and t&c are for me the best i ever had and the gifts are great! 

The only thing that i can say that i would see a little just a little more no deposit bonussen for depositers :) bit overall i highly reccoment my lovely casino Frank!! 

Thank you so much mr Adam for all the Good work all of you’re staff members give the players and make theme geel more than welcome!

Hi basel09 - Im sorry to hear about your situation:/ Please visit our gambling help page here.

The rep will be notified about your complaint.

Hello !
I sighed up at Frank Casino, uploaded all the necessary documents to my profile, after that my account was fully verified. I made a deposit via Skrill for the amount of 1000 euros and received a bonus of 100%. As a result, I had 2000 euros on my account.
I started to play with bets 20 and 25 euros in games like "Book of Dead" and "White King 2". When the bonus wager was fulfilled on 99.68% and account balance was more than 15,000 Euros, I was knocked out of the account. After re-authorization, the system reports that any slots are not available for me. I immediately wrote to the online chat and found out what the problem is. Support tells me that my account was being checked by the security service. After that I was told that I used "strategies to win in slot games" . Next, I was asked for Skrill profile. After checking it was verified.
The next day, they asked for a Skype video conference. The woman I was talking to on Skype was interested in the size of the bet and the name of the games. For convenience I entered the section "My Games" to read that names correctly in English and immediately followed a provocative question "Why did you create many accounts? I thought we were talking about a lot of games that we were playing at the time, so I said, "I wanted to try it out, I'm newbie in it". It was only after the video conference that I realized how stupid the answer to this provocative question was. The question followed specifically provocative and blackmail. Until that time, I had no any e-mails about the violation of casino rules and that I had "duplicate accounts". It also raises suspicions that I have been "confiscated 15,000 euros" for no actual reason.  
After Skype verification, I immediately received a e-mail stating that I had many duplicate accounts and had broken the rules.
The representative of FrankCasino (his name is Jacob) accused me of using a strategy that lead to a win and offered me to take away only the deposit amount without a commission of 50 percent of the deposit.Casinos tried in any way to find a reason not to pay. At first they said that I use "strategies for winning in slots", which initially sounds crazy. Then they started talking about duplicate accounts. This is all very strange. Firstly, I did not violate anything and I am a honest player, secondly, I absolutely disagree with the decision of the casino to confiscate funds. If I did have vioalations and duplicate accounts, my account would have been blocked immediately. I posted a complaint on the Russian internet resource and the casino representatives refused to provide evidence. Although every casino, as I was told by the resource administrator, has to give evidence of violations (if they really exist) to close the complaint. In this case, the evidence was not provided. I consider this situation unfair and confiscation groundless. I hope for your help.Thank you.

Hello Olgaback,

Could you please send me your casino username in PM inbox and we'll contact Frank Casino Representative regarding your complaint.

Hello Olgaback,

Thanks for providing us with your casino username. We've sent an email to the Casino Representative. Keep an eye on this thread for the updates.

Wow glad i came to read here. I registered to this casino this week and was about to go play there. Always worth taking some time to go read a little. Kicking you out of the casino before you beat wager... aggressive behavior. Another clear case of online fraud. False claims, no proof again typical, i been there too often. Today i get tons of halloween offers, with hidden terms... to be discovered only when it's too late with casinos saying "oops you can cancel it and must wager 3x your cash to withdraw" like what!?!? You hide/lie about a promo, when it happens the player should have the opportunity to withdraw his funds right away. The casino industry is gone loose. I hear stories from friends every single day. It used to be rare occurence, now it's everywhere everyday all the time. If i was opening complaint about every single thing, i'd be here everyday. Like my last deposit on a site where it always been 40x and suddenly oops 66x wager. Once warned other site of that group with same promo send a sorry email stating theirs (always 40x normally) is 99x wager... whaaat. I was about to try it when i got the email just after losing the other 66x with massive 7% wagered. It's just horrible. I didn't have fun in a looong time, i lose thousands and i bet 40 cents... can't believe people play 5e bets or more lol.

Thanks Sydney! I await your help.

Hello Olgaback,

The Casino Representative says they're looking into your case. As soon as we receive a reply from them, we'll let you know. 

Hello! Any news?

Hello Olgaback,

No, we still haven't received a reply from the casino. We'll send them a reminder email.

And what will you do if the casino does not deign to provide evidence?

Hello Olgaback,

We'll see when/ if we receive a reply. It's too early to make any decisions at this stage.

Patience is key!

Dear Olgaback,

Your account has been blocked because you violated the rules of the casino by creating multi-accounts.
On each of these accounts you used the welcome bonus "100% on deposit", used forbidden schemes to win and withdraw funds.
So you did with each of the accounts, deceiving the representatives of the casino that you are not related to other accounts. Actions, addresses, payment methods are methodically identical. In addition, during a Skype check, you did not deny that you created several accounts in our casino.

Given all the violations listed above, all your accounts are blocked. Also, a refund of 50% of deposits was made.

In addition, why did you talk about this only now, if the situation occurred in April?

With best wishes, Adam

I will repeat once again. I did not break any rules. In my complaint, everything is described in detail. I do not refuse my words. Provide evidence to the LCB website. ORG.

Hello Olgaback,

We've asked the casino to provide the evidence for their claims and they promised they would do it. Please note that most of the Casino Representatives were at the iGaming conference last week. We've sent them a reminder email. Please keep an eye on this thread for the updates.

Hello everybody!

Information with evidence of Olgaback violations was sent to the forum administration.
I want to emphasize once again the fact that this person is trying to denigrate the reputation of our casino and misleads both the administration and visitors of the forum.
Frank Casino never blocked anyone with no reason.

Best regards,
Frank Casino Representative Adam.

Hello! I am by no means trying to tarnish anyone's reputation. I honestly won my 15,000 euros and I want to get them legally. For my part, I am ready to prove any words. You, in turn, denigrate me without reason. The post you wrote above carries deceptive information. You write “the player used the strategy to win in the slots”. Your representative on another site apologized for this, because this is not true and said that the support operator was mistaken. For some reason, you are again talking about some kind of strategy. I have all the evidence in this case. Also, I did not create other accounts. I have one account.

Hello Olgaback,

We've received the evidence from the casino that you had multiple accounts at the casino. Therefore, there's nothing more we can do to help you.

If you're not happy with the casino's decision, you can file a complaint with their licensor HERE.

Naturally, I am unsatisfied with this decision. I was unreasonably deprived of a win of 15,000 euros. On another resource for resolving complaints, "the casino decision was not satisfied," because the casino does not have "direct evidence of account crossings." They found similar accounts and for some reason decided that they belong to me. Although in the administrative panel, as the arbitration of another resource told me, my account does not have direct intersections with any accounts. It is a fact. You believed indirect evidence that has nothing to do with me and somehow close this question in favor of the casino. You have ignored as much as possible my original post and further correspondence in private messages. I believe that the relationship between LCB.ORG and Frank Casino is above the interests of the players. This is biased. Thank you for understanding.

Hi there!
The evidence of your guilt is indisputable, they fully reflect the fact of your violation. The administration of the forum can confirm my words about the transparency of evidence.
Another resource that you mention is an unlicensed replica of the official website for complaints, which by itself eliminates the fact of their impartiality in considering complaints of this kind.
Please, henceforth, deprive us of your company and baseless accusations towards Frank Casino.

Happy holidays!

With best wishes,
Frank Casino Representative Adam.

I dont know why i lost my 49 eur because i desactivated a bonus 25x and i might lost the bonus money not the all money

Hi Miguel Miranda,

Could you please explain what the issue is? I'm not sure I understand you well. 

i had an issue with this group at the time when they had a curacao license and believe me they are good people they returned my deposits around 700€ without hassle the next day .i promissed them to come play when they have a malta license and indeed they have now one i signed up  but unfortunatly all the sites are lagging and are heavy to navigate threw  on my end ,after losing few deposits due this glitches  i closed my accounts again .i would surly keep play if everything functioned correctly.give me an email if all is sorted out.i recommend Avento  group to all players.if a casino is good i say it and if it is bad i am not afraid of no one i tell the truth.