Frank Casino - Player's winnings have been reduced.

Won my biggest win on joker troupe,from push gaming slot provider, they written off my 2500£,i.e 90% of my winning just like that,the casino stole my 2500€ from my 3K winning, it's painful after lots of try they ddnt gave me my winning back!!! They stole my winnings which the provider gave me as a winning, am still in trauma they refuse to pay me back my winnings!!!!

Dear Milli,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you accumulated your winnings with or without an active bonus? If you played with a bonus, could you please specify here which offer you activated?

Have you received any explanation from the casino regarding this situation? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Yes, they gave me balance of 50€ of non-deposit bonus of 15X wagering i.e 750€ wager requirement after I had loss a lot in their casino, eventually I had to go through wagering requirement which I completed after hitting 3298€ hit on joker troupe from push gaming, they written off my 2500€ as soon as I completed my wager requirement. I believe I won it from the provider not the casino cause our winning is paid out from provider not from the casino account so basically I have all the right to get my winning amount. How can they just take off my hard earn money just like that, they're stealing players money which is absolutely shameless and disgusting. Our winning should be ours not for casino. Had to go through trauma after to stole my money from my casino account. Am still in trauma. Please help me and refund my winning in my casino account, as I have loss alot in this casino. Please help me 🙏casino is ignoring me now, they say they won give back my rest of the money. Please help me

Thank you for your reply, Milli. To begin with I would like to clarify that if you play with a bonus, your winnings are paid by the casino and not the game provider, as the casino is the one who gives you the bonus.

Moreover, the vast majority of No-deposit bonuses have a maximum cashout limit. Unfortunately, I haven't found any information about the bonus you received on the casino's website, therefore I couldn't check the specific Bonus T&Cs. However, I have found this in general Bonus T&Cs:

"6.10. Some bonus offers may include a maximum winnings multiplier. This means that for example, after the bonus wagering, the equivalent of the bonus sum x10 will be transferred to the real balance."

Clearly, the T&Cs indicate that bonus winnings might be limited in some instances. Provided that most free money bonuses have a maximum win limit and that casinos are free to set this limit as they wish, I am afraid that there is not much more we could do for you.

Please do not hesitate to contact me if there is anything else, I could help you with, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Please help me I loss lot in casino, am still in trauma after I loss my all balance just like that I had to keep on playing after they took my balance, out of frustration I kept on playing eventually I loss all my balabce, they took back all my winning which is so annoying and regretfull

Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. Please understand that the player is the only one responsible for their account, active balance, and all the bets taking place. I apologize, but I don't see any valid reason for a refund or to contact the casino.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.