PlayFrank Casino - Player lost money despite self-exclusion.

On 5th of December 2022. I have self excluded myself from making an account. This year I have still been able to play and lost total of 6588€. Two weeks ago I contacted the casino with a complaint, they told me they cant find the self exclusion message and wanted proof of it. I sent proof and after that I havent heard a word from them, eventho I have asked for updates.

Dear juujuu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you didn't have a registered account when you requested self-exclusion?

Could you please forward the request to me? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hey?? I answered via email

Thank you for your reply, juujuu. Please understand that the vast majority of casinos are not able to block players before they make an account. Unless you received some confirmation from the casino that they could do this for you and prevent you from creating accounts in the future, there is nothing we can do and we don't think you are entitled to any refunds.

If you currently still have access to your casino account, I strongly recommend requesting a new self-exclusion. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please, let me know if there is anything else I could help you with. Thank you for your understanding.

Dear juujuu,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.