Frank Casino - El retiro del jugador se retrasa debido a un problema de verificación.

im trying to get my phone number verified by the casino sending me a verification text.

now when i press "send code" im not receiving any code. i contacted live chat multiple times. and they tried calling me and i get no calls either. it is a technical issue on their end because when i tested my phone with other people it worked just fine. theyre not able to fix their issue and i cant withdraw my win without phone verification.

im verified with everything else including my ID, address, and proof of deposit.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your phone number seems to be the only issue? Has the casino approved the rest of your documents?  
• Could you please provide the exact date of your initial verification request?
• Have you accumulated your winnings with the help of bonus, please?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

the phone number is the only issue. everything else I'm verified already.

i submitted my ID and proof of address on june 19th. and my bank statement for proof of deposit on july 4th.

yes i got my win from using a 100% up too 200$ welcome bonus. i deposited 300$ on june 18th.

yes i will send you the chat transcript on email.

Hello,

thank you for your message and email.

In the email, it was mentioned that you have an option to complete the verification via phone call or to change the phone number. Are you willing to try any of these options?

Looking forward to your reply,

Katarina

yea they tried calling me but i didnt receive any call when they tried. and i told them i can use my brothers number and they said no. i only have one number

Hello,

thank you for your message.

Do I understand correctly that you have not received a phone call form casino?

Have you had any missed calls from the unknown number?

Does your phone block calls from abroad or unknown numbers?

Has casino confirmed whether they tried to contact you via phone call?

Looking forward to your reply,

Katarina

Dear amarcanada111,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear amarcanada111,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina