PlayFrank Casino - Player’s withdrawal has been delayed.

Played here last week and requested a modest withdrawal compared with the amount I deposited and the casino which I was notified I was fully verified at have since blocked my account and they have had ample time to process my withdrawal and I constantly get emails saying it has been sent for processing and to allow 48 hours after which there is still no progress. 

Furthermore they have also broken the law as although I deposited by method of MasterCard they have cancelled the withdrawal that I first requested and are attempting to now withdraw it to astropay the reason for which is that they claim it's because that's the method of which on a totally different day then the one in question I had made my very first deposit on the site.

They have now been sending me emails for 7 days saying my withdrawal will be processed in up to 48 hours.

This is totally unacceptable they should process withdrawals in a timely manner and as the law states withdrawal should be processed back to the same method as deposited with. 

Please help me this site shouldn't be allowed to operate I notice I'm not the first to report foul play by them

Dear jekyllhyde3010,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested? Was your account successfully verified already?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Withdrawal requested on the 6th via MasterCard not astropay as was attempted by the site

As far as I am aware the casino is required under law to process withdrawals back to the method within which the deposits themselves were made for compliance with money laundering laws and regulations.

I initially requested the withdrawal to be processed back to my card which was the method I used to make all the deposits relevant to my withdrawal.

However after the initial 48 hour pending period I discovered that my withdrawal had since been cancelled and a new one had been started for the same amount but by method of astropay which I had made a deposit by some weeks prior to all of this happening when I challenged the staff regarding this via live chat they reacted very in a very rude manner and subsequently a few moments later I found them wanting to exclude my account.

I keep getting 1 or 2 emails every day stating that my withdrawal had gone for processing this appearing to refresh the 48 hour pending period.

This behaviour is totally unacceptable and this really needs resolving I'm definitely not the first person to complain about this site I think they really need looking into as they are bending and breaking the rules to their own liking they have definitely broken the law with regards to changing the withdrawal method too

Still not received any monies

another email received today at 4:51 pm stating as though they have only just received the withdrawal request I am.also.unable to.oog into my account to see what's going on properly as they have disabled my account.

It's clear to me these people have no intention of doing things properly and need reporting to gambling comission

Another pointless email received today

i don't understand why this isn't landing in my account they have blatantly just not sent the payment

Payment still hasn't been received

Just updating this as I've Still not received any payment I emailed the support over the weekend. And got a rather vague response from them as to what is going on which didn't tell me anything more whatsoever

this starting to get a bit silly now

I fully understand your frustration, jekyllhyde3010. However, I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Awh thank you patronela I'm very grateful for your help and understand if it wasn't for you I probably wouldn't stand much of a chance.

I'm more than happy to wait the additional 4 days I'm sorry if I come across as a bit tormented the frustration I have is directed 100% to the casino I really don't think they should be able to get away with this it's so unfair the way they push people around as they do.

I have a lot.of.respect for you helping people resolve these things it's a very honourable gesture on your part and as I said I'm very grateful.

I would just like to clarify I have a rather bad feeling about these guys I saw on trustpilot that they have 90% terrible reviews from other players who have had similar experiences. With them.

I certainly wouldnt play on that site again as they say once bitten twice shy.

Again many thanks for what you're doing and keep up the good work I'm very relieved to have some help in resolving this matter and a big thank you to you guys.

All the very best and kind regards Daniel.

Hello jekyllhyde3010,

Thank you very much for your kind words. Could you please advise if there has been any development since our last conversation?

No still not received

I have been advised by the casino that the original withdrawal was failing and that's why it had not been received they have since asked me for bank transfer details which I have provided but they have still not processed the payment it's well into the third week of waiting now they shouldn't be allowed to get away with this.

I have been more than patient with them and all the while I'm desperate for the funds I really think the gambling commission should take a look at these guys they didn't even bother to tell me that the withdrawal was failing until I've caused a fuss. Again I thank you for your ongoing support. All the best. Daniel.

Thank you very much, jekyllhyde3010, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you patronela you have been very helpful and it is much appreciated. You guys are providing a great service and your definitely a light in the dark when these casino people would otherwise get away with openly flouting the law.

Keep up the good work guys I love casino guru by the way I always have come here to play demo slots so you all get 5* all around of you need a positive review anywhere I'd be more than happy to write one for you.

All the very best guys and keep up the good work

Kindest regards and best wishes

Daniel

Dear jekyllhyde3010,

From now on I'll be taking care of your complaint. I'm sorry you have to deal with this issue. I'll contact the casino and I hope we'll be able to find out what's the matter when it replies.

Dear PlayFrank Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what's the reason to cancel the player's withdrawal requests and initiate it via new payment methods? Do I understand correctly, that now you'd like to send money to the player via bank transfer? Could you please advise what is an approximate time until the withdrawal requests will be processed by you?

If there're any additional details you'd like to share, please, feel free to attach them here or send them to my email natalia.b@casino.guru.

Best regards,

Natalia

19 days now and still not received it

Dear jekyllhyde3010, thank you for the updates.

I've managed to contact the casino representative and they will soon reply to your complaint here. I hope that they'll share some news.

Regards,

Natalia

Dear jekyllhyde3010, the casino representative informed me that you were paid. Can you please confirm that your withdrawal request is marked as processed in your casino account? Have you already received your winnings?

Regards,

Natalia

Dear jekyllhyde3010,

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. It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

Dear jekyllhyde3010, you can reopen this complaint anytime.

Best regards,

Natalia