Frank Casino - El último retiro del jugador se ha retrasado.

Hello, I have a problem with Frankcasino. I am registered with them since 2020, so far I have deposited with them about 4500 euros, I have played, I received offers from them to play and a week and a half ago I deposited. 500 euros, 100 euros for each deposit on the last deposit I played and won 3400 euros of which I played 1400 euros and stopped at 2000 that I made a withdrawal. After a day I get an email from them saying that the money is also blocked like the account because I can't play with them being in Spain. I want to mention that I submitted all the documents for verification when I registered with them in 2020 and I did not receive any notification that I am not allowed to play. with them... After that I sent an email specifying how much money I put in and to ask them to give me my money... after that I sent all the emails they sent with offers and explaining why they let me deposit so much money to time (4500 euros) having the right to play... Then I received an email from them saying that they have 2000 money for me, they were returned and that I receive them in 5 business days... the 5 business days have passed, I sent them several emails and They don't answer me anymore... Please help me... I saw that you helped me before anyone else from Germany with the same problem... thanks

Hola, tengo un problema con Frankcasino.. Estoy registrado con ellos desde 2020, hasta ahora he depositado con ellos unos 4500 euros, he jugado, recibí ofertas de ellos para jugar y hace una semana y media deposité. 500 euros, 100 euros por cada depósito en el último depósito que jugué y gané 3400 euros de los cuales jugué 1400 euros y me detuve en 2000 que hice un retiro. Después de un día recibo un correo de ellos diciendo que el dinero también está bloqueado como la cuenta porque no puedo jugar con ellos estando en España. Quiero mencionar que envié todos los documentos para verificación cuando me registré con ellos en 2020 y no recibí ninguna notificación de que no tengo permitido jugar. con ellos... Después de eso envié un correo electrónico especificando cuánto dinero ponía y para pedirles que me dieran mi dinero... después de eso envié todos los correos electrónicos que enviaron con ofertas y que me explicaran por qué déjame depositar tanto dinero a tiempo (4500 euros) teniendo derecho a jugar... Luego recibí un correo de ellos diciendo que tienen 2000 dinero para mí fueron devueltos y que los recibo en 5 dias habiles... ya pasaron los 5 dias habiles, les mande varios mails y ya no me contestan... Por favor ayúdenme... vi que ayudaron antes que nadie de alemania con el mismo problema..gracias

Dear corsian,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Good ...if they informed me when I want to withdraw the 2,000 euros, not before .... why didn't they notify me when I deposited money and played? That's the truth, they let me put 4,500 in several days, they let me play and the date of winnings and withdraw them informs me that I can not play by geolocation .... Ok I will wait 15 days ... we stay in touch, thank you very much

Buenas ...si me informaron cuando quiera sacar los 2000 euro no antes .... porqué no me avisaron cuándo yo ingresaban dinero y jugar..eso es la verdad me dejan meter 4500 en varios días me dejan jugar y la fecha de tener ganancias y retirarlos me informa que no puedo jugar por geolocalizacion....Ok voy ha esperar los 15 días .. quedamos en contacto, muchas gracias

I absolutely understand your frustration, corsian. However, I will set the timer for additional 6 days allowing to casino two full weeks to process the payment and if there’s no development by the end of this week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear corsian,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.