The player's winnigs were canceled without any deposit refund issued. The issue was successfully resolved, the player received his refund before submitting the complaint.
Frank Casino - The player's winnings got canceled.
Amount: €336.24
Frank Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hi I won in the casino after checking my documents, but they claimed I had uploaded wrong or forged documents which is complete nonsense .. I deposited with muchbetter and wait until today instead they just want to give me my deposit back but I don't know how come!! Because of the location where I come from, it means I come from Germany and even in the terms and conditions to which I was referred, you can find nothing more than this here under the search for Saxony-Anhalt or Germany
3.18. Players residing in Germany may be taxable on stake credits under applicable law in that jurisdiction. This tax is deducted from the player's balance with each bet. For these payments, the nearest whole number is taken into account in the tax calculation.
Example:
Bet amount: 1.00 euros
Tax rate: 5.03%
Please help me
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3 years ago
Hello Sebbomd,
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 try to contact the casino to clarify it as much as possible.
Did you use any no deposit or deposit bonuses in the casino? Is this your first ever withdrawal request in the casino? If you have any proof or communication between you and the casino, as well as the documents which they found irrelevant, please send it to nikolas.b@casino.guru.
Looking forward to your answer and I hope we will be able to help you out in your case.
Regards,
Nick
Casino.guru
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3 years ago
Translation
No, it was not played with real money with a free bonus as already described, I made a deposit with muchbetter ... 
Yes, it was my first attempt to withdraw and I will be happy to send you the documents and all correspondence sent to frank casino by email
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3 years ago
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Ps: and no, I have not been reimbursed anything to this day, neither wins nor deposits and if I am honest I would like to win because I do not know what I was doing wrong, I even had my phone number updated so that it complies with the paid muchbetter number is!!! I just feel ripped off and disappointed because support 0 pays attention to my concern
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3 years ago
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Did you receive the email with the screenshots?
Ps the heading is still incorrect because neither winnings nor payments were reimbursed
Edited
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3 years ago
Thank you Sebbomd very much for additional information. I'll now forward your complaint and e-mail to my collegue Peter who will be assisting you from now on.
Wish you best luck.
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3 years ago
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Thank you so far, it would be nice if you got that solved 🙂 thank you!
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3 years ago
Hi Sebbomd,
I looked at your case and email and understand the situation. I will contact the casino and see if I can help. I would like to invite Frank Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
Dear Sebbomd,
Unfortunately, you have given the wrong personal details during registration. This is forbidden by rule 3.3 of our Terms and Conditions.
Also, we have a notification for all customers that the "Registration is not allowed for residents of Saxony-Anhalt":
Regrettably, we had to close your account due to this reason, because we guarantee that local law is of paramount importance to us and we take this responsibility very seriously.
We’re sorry that we can’t provide you our service. We will give your deposit back.
Frankly yours,
FrankSpiele
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3 years ago
Translation
How do I register? I have had the account for what felt like a long time and it was not pointed out that Saxony-Anhalt was excluded ...
I am much more interested in the reason why Saxony-Anhalt is excluded
After all, it is a federal state of Germany which, like all others, is subject to the new law ... Why do you explicitly exclude players from this state?
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3 years ago
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And about the mail you sent me
Quote: Your account has been blocked due to a violation of our terms and conditions. (Point 3.3 "You must fill in all the mandatory information requested in the registration form. It is your sole responsibility to ensure that the information you provide to us is true, complete and correct. You are hereby notified that we are conducting verification procedures and that your account can be blocked or closed if we suspect that you have provided us with false or misleading information. You must notify Avento MT Limited of any updates and the mandatory information provided on the registration form in the event that change this information, keep it up to date ").
Thank you for your understanding
Especially in order not to violate this point and to fulfill everything according to your terms and conditions, I even asked the support to update my cell phone number ... This was also arranged without any notice that I was not allowed to play with you ...
So why wasn't it pointed out to me that players coming from Saxony-Anhalt are not allowed to play ???
Why did I not find a point in your terms and conditions that mentions this ???
As of 09/28/2021
If necessary, I have a video as proof in which I search for Germany and Saxony-Anhalt in their terms and conditions and nothing can be found about it!
If you want, please give us an email where I can send it to!
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3 years ago
Hi all,
Thank you for your replies.
Dear Sebbomd, I have a few questions for you:
- When exactly did you register your account with Frank Casino?
- Which state did you choose for registration?
- If you chose Saxony-Anhalt, did you get the "Registration is not allowed for residents of Saxony-Anhalt" warning?
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3 years ago
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I registered in 2020 on May 30th, 2020
And if I chose a federal state then it was my Saxony-Anhalt, but I don't even know if there was a question about a federal state when registering, it was just too long ago 🙁
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3 years ago
Thank you Sebbomd for your reply.
Dear Frank Casino,
The player registered his account on May 30th, 2020. Was it possible to choose a single state from the drop-down menu back then and was Saxony-Anhalt already restricted? If not, the player didn't do anything wrong. If the rules changed recently, the player should have been informed properly, get paid the winnings he accrued and the account should get closed. Secondly, if the account was active since May 2020, how is it even possible that his account wasn't blocked way sooner?
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3 years ago
Dear Sebbomd and Casino Guru,
On behalf of our company, we apologize for the current situation. The exception of the state of Saxony-Anhalt from registration and the service provided was enacted at the request of the German Regulatory Authorities.
In connection with this we'd like to provide you the history of changes on the website:
At the time of the player's registration, namely 30.05.2020, we had not any notifications of the exclusion of Saxony-Anhalt from registration.
However, from 31.08.2021 for all current players, there was an announcement about the need to provide missing data due to the request of the regulatory authority.
After that, the player was forwarded to the profile, where it was necessary to enter the maiden name, birth name, nationality, and state. When specifying Saxony-Anhalt, the player sees the following system message: Unfortunately, registration is not allowed for residents of Saxony-Anhalt.
Unfortunately, the player ignored this notification and filled out the text box with Saxony.
6.09.2021 the player made a deposit on the website and after we requested the documents, it turned out that we could not provide services for the player. As a result, we were forced to immediately charge the balance and close the account according to clause 3.3 of the rules and refund the deposit.
We are very sorry and once again for the inconvenience.
Frankly yours,
FrankSpiele
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3 years ago
Translation
I don't remember having filled out such a form, regardless of that I know that my data is correct, so why should I enter something wrong and still pay you? That doesn't make any sense at all 🙁
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3 years ago
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And even of the alleged reimbursement of my deposit, I did not receive anything, although I still believe that I am actually entitled to the winnings 🙁 in an emergency, if it cannot be clarified here, I will also report it to the licensing institutions (mga) because I feel really betrayed me it is probably not a lot of money for you, but I was happy about 300 euros 🙁
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3 years ago
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Please just pay me my winnings and keep my account closed ... after the theater I have little interest in playing with you again anyway
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3 years ago
Hi all, thank you for your replies.
Dear Frank Casino,
If the player chose a "restricted state" in the form, why wasn't his account automatically blocked and why was he even allowed to make further deposits and continue playing?
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3 years ago
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The statement from the casino to have reimbursed my deposits is also not truthful ... I have not received any winnings or deposits until today ... !!!!
I just find it sad that customers are dealt with in this way ... And if the regulation did not apply in 2020, why didn't your IT simply compare the postcodes of the accounts with databases and point this out to the players? Which come from Saxony-Anhalt using the postcode ...
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3 years ago
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Why does the casino claim to have refunded the money to me, can I please receive receipts that prove that you have refunded it ???
According to the following quote, the money would have to be with me on September 6th, 2021
September 6th, 2021 the player made a deposit on the website and after we requested the documents it turned out that we could not provide any services to the player. As a result, we were forced to debit the balance immediately and close the account in accordance with section 3.3 of the rules and refund the deposit.
Why haven't I received a cent to this day ???
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3 years ago
Dear Casino Guru,
In answer to your question «If the player chose a "restricted state" in the form, why wasn't his account automatically blocked and why was he even allowed to make further deposits and continue playing?», if the player chose a restricted state he wouldn’t be able to complete registration or update his data in the profile.
Dear @Sebbomd, we truly requested the documents to refund the deposit as soon as we understood that the player is from a restricted state. Unfortunately, we can not always influence how quickly the deposit can be credited to the client's account. Please accept our apologies for the closed account and delay in the refund.
Frankly yours,
FrankSpiele
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3 years ago
Translation
After I reported again today in the chat, a payment was confirmed to me the question is now whether it is about the winnings ... Or whether my deposits come back and the casino manages 300 euros in its own pocket, it will be known here when the money is received give
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3 years ago
Dear Sebbomd,
I tested the registration myself and found that there is no way around and you have to choose the correct state to proceed. If you really chose Saxony instead of Saxony-Anhalt in the form, I'm afraid you will only be eligible for your deposit. Please let me know when you receive it.
Thank you Frank Casino team for your help.
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3 years ago
Translation
I didn't give any false information there ... I am surprised that the chat said at the time I came from Lower Saxony and was therefore blocked and the casino management claims I had chosen Saxony ... I don't want to accuse anyone of anything, but the information was possibly retrospectively edited .... When I registered there in 2020, this ad was not available .... 🙁 And I don't remember having entered anything about my state ... And if that was the case then I 100% didn't have any wrong ones information provided ... or paid in with incorrect information that would have been stupid if I knew that there would be no profit distribution in the case of incorrect information 🙁
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3 years ago
Dear Sebbomd,
I'm afraid we don't have any evidence to prove that you successfully chose the correct state. If the system is set to automatically block the players from Saxony-Anhalt, there is no way around it. Let me ask you a question: When did you win those €300? Was it before or after 31.08.2021?
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3 years ago
In that case, I'm afraid, you are only eligible for a refund of your deposit, have you received it yet?
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3 years ago
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To date, I have not received the refund either
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3 years ago
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Despite multiple requests in the chat which asked me again and again for "a little" patience, I haven't received a cent to this day 🙁 🙁 🙁
Not that you already have to accept the reimbursement of deposits due to a lack of evidence, despite the casino's mistakes, or rather that you have to put up with it ... No !!! If this is even promised but not paid 🙁 ...
The payment was confirmed to me 5 days ago by an employee in the chat ... And honestly, no bank needed for a transfer ... Not even if the banks would send each other the coal by post, it would take that long ...
Why it was even necessary to enter account data instead of sending the money back instantly via muchbetter, as I also made the deposit, remains a mystery to me
Everything dubious ... At the casino
To exclude Saxony-Anhalt, of all places, although German law should apply to all citizens of this country ...
But well ... is also the only casino I know with such strange rules and regulations ...
I'm curious if I will see the money again ...
Save yourself paying in here ... in the event of a win you will be accused of violating something anyway ... or of having given false information ...
*pissed off*
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3 years ago
Dear Frank Casino,
Could you please update us on the status of the refund?
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3 years ago
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You can send it to me so that I can ask my bank
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3 years ago
Dear Sebbomd, to which email address can the casino send you the payment order?
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3 years ago
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Well, to the one with whom I was registered in the casino
How superfluous the question that the casino can't figure it out for themselves 😢
so much theater because of shitty 20 euros
If they hadn't canceled my winnings, I would have left stuck for the coffee till but at least I insist on my paid money
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3 years ago
Dear Sebbomd,
We have sent the payment order to your email. Kindly confirm that everything is correct.
Frankly yours,
FrankSpiele
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3 years ago
Translation
I would like to apologize 1000 times. I am still disappointed with your decision, despite the fact that I am not aware of any fault that the winnings have been canceled and withheld .... However, sorry for my carelessness, the money was booked on September 13th 🙁 it just worked passed me and went unnoticed sorry for that I take back my bad rating and wish you all a pleasant week
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3 years ago
Dear Frank Casino,
Thank you for your help and patience.
Dear Sebbomd,
I'm glad to hear that you found the refund. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
