Frank Casino - Player’s deposit has never been credited to his casino account.

Made a deposit of 60€ at 7:39PM on 18/04/22, Now it's 10:43PM on 19/04/22,the amount has not been credited to my casino account whereas it has been successfuly debited from my bank account.Complain to their chat support but no sign of improvebment, they're delaying the process by delaying the transaction. Still not showing up am worried!!!! Please check

Dear Millitechik8888,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Could you please advise which payment method you have opted for? Please forward your payment receipt to petronela.k@casino.guru.

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

Best regards,

Petronela 

I deposited through UPI using Phone Pe wallet

Thank you very much, Millitechik8888, for forwarding the payment receipt. Could you please advise if you have contacted the Customer support of PhonePe already? Ideally, they should be part of the investigation.

No, I haven't inform to phone pe wallet support but i see that the transaction was successful from phone pe side and my bank side, so there's no need of contacting them

With all due respect, I do not agree completely. The payment provider should be part of the investigation. Please try contacting them and keep me informed.

Yes, I contact them as soon as you asked and they(wallet team) said the amount was successfully transfer to their casino merchant account, here's the chat attached of the conversation

I fully understand your frustration, Millitechik8888. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 21 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Dear Millitechik8888 and Petronela!

Let's try to investigate this issue faster than 21 days. Can you please send me the screenshot of your payment receipt? Where we can see the date, time and amount of your deposit. Also, I'll take the screenshot from the wallet team. All these pictures I'll send to our support team to investigate the case

Also, please specify did you contact your bank with the UTR for the status of your transaction?

@frank casino, yes I did went to bank with the UTR,they(my bank) said the transaction is completed successfully,it is upto the receiver bank now which is your merchant bank.They(my bank) asked for the bank address and details of the bank name but when I asked about bank details in chat support they didn't gave me the bank details and refused to provide me with the details. Here is the attachments of the receipts I made into your merchant bank and the approval of my upi wallet team

Thank you very much, Millitechik8888, for providing all the requested information.

Dear Frank Casino team,

Are there any further details required from the player to speed up the investigation, please?

Dear Millitechik8888, thanks a lot for this information. I passed it to our support team to investigate your case. As soon as I have an answer, I'll write here

Dear Petronela, thank you for your help. For now, I have all the necessary information 

@FRANK CASINO u keep lying and delaying my deposit this is not new your chat support keep saying those words since the day i deposited but still no results only pampering players, show no result yet

Dear Millitechik8888,

As I mentioned earlier, the investigation of a lost deposit might take up to 30 days. Please understand that the funds got lost somewhere between you and the casino. If the funds have not been credited into your casino account, there is no other option for us just to be patient a bit more. I will set the timer for additional 7 days and check back with you at the end of next week. Thank you very much for all your patience.

Ok

Dear Millitechik8888,

Just got an answer from our support team. Our finance department checked all the information. We called you, but unfortunately, you did not answer. So our support team wrote you an email (you can find it in your inbox)

Your transactions were canceled. Now you need to contact your bank to find funds and the reasons why the transaction did not take place

You can read more in the email sent to you by our support team

I haven't got my money yet my money is successfully transfer in your casino

Dear Millitechik8888,

Your funds were not successfully transferred to Frank Casino. Your transaction was declined. So we don't receive your money. Please contact your bank to find funds and the reasons why the transaction did not take place

I have proof and receipts u guys ate my money, my money was successfully deducted from my bank

Dear Millitechik8888,

Please understand that if the transaction has been declined, it still may look as deducted from your bank account but never credited to your casino account. As I mentioned earlier, it takes time to locate funds from misplaced deposits and the payment provider/bank needs to be included in the investigation.

Please contact your bank and clarify with them why the transaction has been cancelled and when the money will be returned to you. Thank you very much in advance for your cooperation.

I have talk to my bank manager,they said it's already deducted from my bank and now it's not upto to them and the money is in the merchant account where I deposited, they clearly told me they can't do anything untill and unless the merchant bank dnt refund the amount in my bank account. The money is still in the merchant bank account and it's not refunding my amount yet,so basically my bank can't do anthing untill the merchant bank dnt pay back the lost amount

Dear Frank Casino team,

Could you please provide us with any relevant proof that the funds have never been received by you? Thank you very much in advance. My email address is petronela.k@casino.guru.

What proof u have that the money is refund in my account back??? When am saying I ddnt received the money memans i ddnt get my refund back

Dear Millitechik8888,

My last question is meant for the casino. No further information is needed from you at this time. Thank you.

Ok sorry i thought u were saying to me

Dear Petronela,

I just sent you the email with the proof that the player's transaction was declined. Please check your inbox

Thank you very much, Frank Casino team, for the proof of declined payment.

Dear Millitechik8888,

I can confirm that the funds have never been received by the casino. Please contact your bank a cooperate closely with them to obtain a refund. That way, I'm sure you will receive your misplaced deposit soon.

I already approached my bank trice and talk to them they still say the amount is already transfer and it is in the merchant account

Dear Petronela,

Always my pleasure. Thanks for your help

Dear Millitechik8888,

Please go to your bank with the RRN that was sent to you in an email from our support service. With it, you can find your funds. Thank you

I show them but still they said in ur merchant account

Dear Millitechik8888,

Payment has been rejected by the casino. Please emphasize this with your bank. The funds are being misplaced somewhere between your bank and the casino, but they have never reached the casino itself.

But the money was successfully deducted from my bank account showing the merchant account successfully

I'm sure you understand that between you and the casino might be not one, but multiple intermediary banks. Please cooperate with your bank in locating your funds and receive a refund.

Am doing the best i can but i can't find the money

Your bank needs to assist you. As I mentioned earlier, if a deposit hasn’t been credited to your account, the casino has its hands tied as only the sender can track the transaction, not the beneficiary. 

I did the best I can now I dnt care I know am not getting my money back

Dear Millitechik8888,

Could you please forward any official statement from your bank, that based on the RRN that was sent to you in an email from the casino support service, they investigated the issue? Looking forward to hearing from you.

They said the money has not been refunded from the casino account yet that's all they said

Dear Millitechik8888,

If your Phone Pe wallet is connected with your bank account, would you be so kind to provide a bank statement showing the deposit itself and to prove that the funds have never been returned to you? I can assure you that the bank statement will remain private. My email address is petronela.k@casino.guru.

Here is the statement of the transaction see date 18th transaction

Thank you, Millitechik8888, for your reply. Could you please forward the bank statement for May as well? Is there any statement available for Phone Pe wallet that you could forward too?

Nope that's all i got and i stil haven't got my money back from upi Or bank or from casino I loss my money

Please wait till June and request a new bank statement for May 2022 from your bank.

It's been 2months and now I dnt believe I will get it back my money

It's been 6 weeks since your unsuccessful deposit and I understand your frustration. Please request your bank statement for May 2022 so we have solid proof that the funds haven't been returned to your account. Thank you very much for your patience and cooperation.

I will get it after may completed

Perfect. Thank you.

Dear Millitechik8888,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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.