Frank & Fred Casino - Jugador exige rendición de cuentas tras reabrir cuenta.

I requested self-exclusion and permanent closure.

Despite that, I was able to reopen my account and lost a significant amount again, around 20k SEK.

I was met with silence when I filed a complaint, which was subsequently dismissed.

I asked for information/data about my previous closure. I was met with silence for several days. Then they replied that they had changed their license (the same day) and therefore could not assist me. They waited to respond until that specific day.

It's like high Chaparral today. They consistently change licenses to lure back problem gamblers.

However, I demand data on how my account closure and reopening were handled.

There must be some form of accountability. If you change licenses, you can't just absolve responsibility and start with a clean slate.

Jag hade bett om självexkludering och permanent avstängning.

Trots det fick jag öppna kontot och förlora stort igen ca 20k sek.

Möts av tystnad när jag gör ett klagomål som sedan avvisas.

Ber om att få information / data om min tidigare stängning. Möts av Tystnad i flera dagar. Sen svarar dom att dom bytt licens ( samma dag) och kan därför inte hjälpa mig. Dom väntade ut med att svarar till just den dagen

Det är high Chaparral idag. Man byter licenser konsekvent för att få tillbaka problemspelare

Jag kräver dock att jag får ut data om hur min stängning och öppning gick till.

Det måste väl finnas ngn form ansvar. Om du byter licens så kan du väl inte friskriva och få ett vitt blankt papper

Dear jolle,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please advise if you have requested a self-exclusion from Frank & Fred Casino directly?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika

This is exactly the problem. I have closed this account in chat

I have asked for data on how my closure happened.

They refuse to release this information. I asked for information but got no response, then a few days later they wrote that they had changed their license and there was no need to worry.

Det är just detta som är problemet. Jag har stängt ned detta konto i chatt

Jag har bett om data för hur min stängning gick till.

De vägrar att lämna ut denna information. Jag bad om information men fick inget svar, sen några dagar senare skrev dom att dom bytt licens och inte behöver bry sig

Dear jolle, did you receive any confirmation by email that your account was closed?

Did you specify how long you'd like your account to remain closed?

Did you apply to reactivate your account by contacting their customer service?

When exactly was your casino account closed and when was it reopened?

Could you please share your communication with the casino regarding the license change? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I don't know how to send chat messages when they refuse to give it out. That's actually what the case is about.

The account was permanently closed with instructions to never reopen it.

Jag vet inte hur jag ska skicka chattrsnsaktioner när de vägrar lämna ut det. Det är ju faktiskt det som ärendet handlar om.

Kontot var permanent stängt med instruktion om att aldrig återöppna det

Dear jolle, did you apply to reactivate your account by contacting their customer service? Or how did you manage to reopen it?

When exactly was your casino account closed and when was it reopened?

Dear jolle,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes, I did. We previously agreed that the account would never be reopened.

Now they have changed their license to avoid having to deal with things like this.

Ja det gjorde jag. Tidigare var vi överens om att kontot aldrig skulle återöppnas.

Nu har dom bytt licens för att slippa att ha sådant här i bagaget

Dear jolle,

I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.