The player from Portugal is unable to withdraw €3000, as the casino claims the deposit was made from a secondary account that also belongs to him and his son. The casino is refusing to accept proof of his account ownership, even though they have previously paid out winnings. The complaint was rejected as the player stopped responding.
Frank Casino - Player's withdrawal blocked over deposit method issue.
Amount: €3,000
Frank Casino
Safety Index:Below averageSafety Index
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5.1
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
The casino claims that I deposited from an account that isn't mine and that it's against their rules to make deposits from accounts that are not in my name. However, I am also the account holder. The account has two holders, my son and me, so the account is also mine. They refuse to accept the proof that shows that I'm also the account holder from which the deposit was made. In fact, I've already made a deposit from this account and won 150€, and I was able to withdraw the money without any problems. It was only when I wanted to withdraw the 3000€ that they started making excuses, even though they had previously paid me withdrawals.
Automatic translation:
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1 year ago
Hello Cindinha1970,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Frank Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Was the first withdrawal processed before the verification? Who is the main owner of the account you used to deposit? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Yes, the first withdrawal was made before verification, yes I am the first account holder, from the moment I sent the purchase that I am the account owner they stopped responding
Automatic translation:
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1 year ago
Hello Cindinha1970,
Could you please forward the communication between you and the casino to nikolas.b@casino.guru for further review?
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1 year ago
Dear Cindinha1970,
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.
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1 year ago
Hello Cindinha1970,
Would it be possible to forward the confirmation that the account belongs primary to you? Please forward it to the same e-mail address.
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1 year ago
Hello Cindinha1970,
Can you please clarify when did you contact eCogra and if they did respond since?
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1 year ago
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.
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1 year ago
Would it be possible to forward the deposit confirmation and that the account belongs to you to nikolas.b@casino.guru?
