Frank Casino - El jugador tiene dificultades para completar la verificación KYC.

Hi, I have a problem with Frank Casino. Then I sign up to the casino I make deposits of about 300 euros (without bonus) I can win 600 euros perfect. I send the documents required for verification and look ok. After one day they are not good because the photos are of poor quality, ok I send back, day after another problem and I send back, in short it is 10 days that I send and still have not approved anything on my account and paused and my money hasn't sent it yet !! I specify that with the same documents sent I am registered at various casinos (bizstar, king bill, casino heroes etc .. never a problem immediately approved) bad chat service I ask for explanations and they tell me to send the documents, I send and the support does not always approve them with new apologies! How can I resolve the situation? Thanks for your help

Salve,Ho um problema con frank casino.  Allora mi iscrivo al casino  faccio versamenti circa di 300 euro  (senza bonus)riesco a vincere 600 euro perfetto. Mando i documenti richiesti per la verifica e aspetto ok.dopo un giorno non vanno bene perche di scarsa qualita le foto, ok rispedisco, giorno dopo altro problema e rispedisco,  insomma sono 10 giorni che spedisco e ancora non hanno approvato niente il mio account e in pausa e i miei soldi no li hanno ancora spediti!!  Preciso che con gli stessi documenti spediti sono registrato a vari casino  (bizstar,king bill,casino heroes  ecc..  mai un problema subito approvati) servizio chat pessimo chiedo spiegazioni e mi dicono di spedire i documenti ,spedisco e il support non li approva sempre con scuse nuove! Come posso risolvere la situazione ? Grazie x il vostro aiuto

Dear Alberto,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask for their cooperation resolving this situation, but, before we do so, please, would you be willing to forward your documents to me? My email address is petronela.k@casino.guru. Furthermore, was there any other issue causing your verification to be delayed? I hope, we will be able to help you to resolve this matter as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear guru team, I sent you the documents as you asked me, I hope you will solve this problem soon, today is 15 days and still nothing !! Greetings alberto

Caro guru team  vi ho spedito  i documenti  come mi avete chiesto  spero risolviate  presto questo problema a oggi sono 15 giorni e ancora niente!! Saluti  alberto

Thank you very much Alberto for providing all the necessary information. I will transfer now your complaint to my colleague Kristína who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Alberto,

First of all, thank you for your email. I would like to inform you, that all casinos have different approach when it comes to the verification process - types of required documents and also time of processing can vary. Some casinos have more strick verification process than the others. This is not unusal, good casinos always try their best in order to send the winnings to the rightful person.

I would recommend you to contact the casino's support again and find out which documents are missing and send them at once in a sufficient quality. 

Please let me know when you send all the required documents (,or if you are sure you have sent them all already), so we can continue resolving this complaint accordingly. 

Hi Kristina, thanks for your interest I wanted to tell you that I have already sent everything several times and the quality of the images was always good (having approved it other various casinos I'm sure) adeicevutesso last time to see address I sent the receipt of the phone and internet and the year refused saying that they only accept receipts of water, gas, internet, telephone? I have been waiting since February 25th is not possible! I hope you can solve something.

Ciao kristina,  grazie per  l'interesse   volevo  dirti  che ho gia spedito tutto  varie volte  e la  qualita  delle immagini era sempre buona(avendola  approvata altri vari casino  sono sicuro) adeicevutesso l'ultima volta  per  vedere indirizzo ho spedito  la ricevuta  del telefono  e internet  e l'anno rifiutata  dicendo che accettano  solo  ricevute di acqua,gas, internet ,telefono?sto aspettando  dal 25  febbraio  non e possibile!spero  riusciate a risolvere qualcosa.saluti alberto

Hello Alberto,

I contacted the casino, so hopefully we will receive some answer soon.

Thank you for being patient.

We would like to ask the Frank Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.