The player from Germany accidentally opened the second account and he would like his deposit to be returned. The casino refunded the rest of the player's balance, therefore we rejected this case.
Frank & Fred Casino - Player accidentally opened multiple accounts.
Amount: €31
Frank & Fred Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.9
Frank & Fred Casino has a Safety Index of 7.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
Public
Public
4 years ago
Dear Sir or Madam,
I am writting because of Frank&Fred Casino.
I accidentially opened another Account at Frank&Fred Casino. I did not use any bonuses on any account.
After I made my second deposit with the new account, the account got banned.
Frank&Fred now wants to confiscicate the remaining Balance.
I am not talking about winnings, I did not win anything, I am talking about whats left from my second deposit.
They want to confiscicate the remaining balance for not honoring their T&C, of course their T&C does not have a clause that allows them to confiscate money in such a case.
They are acting like the mafia and not like a serious online casino.
MGA/CRP/716/2019
Public
Public
4 years ago
Dear Lukas,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please, indicate if you used the same personal information when creating both accounts? Would you be so kind and confirm, that the disputed amount of €31 is the amount of deposit that the casino confiscated?
Additionally, if there is any other relevant communication between you and the casino except the screenshots you attached, please forward it to kristina.s@casino.guru (or you can post it here).
Looking forward to hearing from you.
Best regards,
Kristina
Public
Public
4 years ago
Translation
Hello, I can't prove that because my account was banned in the middle of the game.
I deposited 2 x 50 euros and the 2nd deposit left 31 euros.
Automatic translation:
Public
Public
4 years ago
Hello, Frank&Fred has refunded my remaining balance, this case can be closed.
Public
Public
4 years ago
Lukas, thank you for letting us know! I am glad that this issue was sorted out. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
