Frank & Fred Casino - O jogador experimentou uma falha técnica.

Additional comments from the player:

"The casino does NOT validate my identity because the proof of residence is in my mother's name. I live in my mother's house, the electricity bill is in her name.

The casino does not accept my phone bill or credit card bill as proof of residency.

do I have to buy a house to play in that casino ???"

Dear Vicky,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please understand that in case of game malfunctioning the casino is not responsible for miscarried and aborted games. Especially, if no funds have been deducted.  https://www.frankfred.com/en/info/terms-and-conditions:

In regard to your account verification, please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that providing a proof of address seems to be the only obstacle standing between you and successful verification? Have you submitted all the other personal documents?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi!

I sent other documents and they were approved. The proof of residence was refused because they considered it "third party". The account is in my mother's name and her name is on my ID card, I see no reason for the refusal. Do I have to buy a property to play at this casino? The accounts in my name were declined (phone and credit card).

Regarding the rejected bets, the technical problem is not mine. It was either the website or the software. At the very least, the casino could give me some reward for the inconvenience I suffered. Many bets were rejected, more than 20 or 30. However, they did not even respond to emails where I ask about the result of the investigation.

I found it very strange that bets were rejected only when the stakes were higher ... with high payouts as well.

Olá!

Enviei outros documentos e foram aprovados. O comprovante de residência foi recusado por considerarem "third party". A conta está em nome da minha mãe e o nome dela está no meu documento de Identidade, não vejo motivo da recusa. Tenho que comprar um imóvel para jogar nesse cassino? As contas em meu nome foram recusadas (telefone e cartão de crédito).

Sobre as apostas rejeitadas, o problema técnico não é meu. Ou foi do site ou do software. No mínimo, o cassino poderia me dar alguma recompensa pelo transtorno que sofri. Foram muitas apostas rejeitadas , mais de 20 ou 30. Porém, nem sequer responderam aos e-mails onde eu pergunto sobre o resultado da investigação.

Achei muito estranho as apostas serem rejeitadas somente quando os valores das apostas eram mais altos.. com payouts altos também.

Thank you very much, Vicky, for your reply. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem with the account verification being resolved in the near future.

Hello Vicky.

I am sorry to hear about your troubles.

Could you please clarify:

The account in the casino is under your name or your mother's name?

About rejected bets:

You played with a bonus, and there was probably a restriction on maximum bet. Some casinos enforce this rule by software, but the majority of casinos just void the winning. Maybe it was your case.

The casino account is in MY NAME.

The proof of residence is in the name of MY MOTHER, because I live in her house.

I have proof of residence in my name (phone bill and credit card bills), but the casino declined these proofs.

Regarding the rejected bets, it is clear to me that it is a casino scheme. If I was losing, the bets would not have been rejected. And I won the bonus but I also had my money on the betting balance.

A conta do cassino está em MEU NOME.

O comprovante de residência está em nome da MINHA MÃE, pois moro na casa dela.

Tenho comprovantes de residência em meu nome (conta de telefone e faturas de cartões de crédito), porém o cassino recusou esses comprovantes.

Sobre as apostas rejeitadas, está claro para mim que é esquema do cassino. Se eu estivesse perdendo, as apostas não teriam sido rejeitadas. E eu ganhei o bônus mas tinha dinheiro meu também no saldo para apostas.

Thank you, Viky, for the clarification.

I would like to invite the casino representative into the case.

Dear casino representative, please explain to us why wasn't Vicky's documents accepted.

Hi Vicky,

Thanks for reaching out through Casino Guru. We're sorry to hear that you've had a poor experience with our Casino.

I've looked up your account with us and checked the case with Risk Fraud & Payments team. They informed me that the issue here is that you registered an account in a name that does not match your ID. The Proof of Address you submitted has been accepted, but the team needs an explanation as to why you added the incorrect details to your account in line with our KYC procedures.

We've let them know about this so if you can reach out to provide the necessary feedback they require, we should clear this out 🙂

With regards to the gameplay issue, our records show that you bet over the €5 max bet multiple times. Thus, the bet was failed as it was exceeding €5 (as per our T&Cs). We understand that the error message is not ideal stating "Insufficient funds" but this is something on our list to fix in the near future!

Kind regards,

Frank & Fred Casino

I would like to know what "incorrect details" are these. Did I register the account with another ID? I am not a novice player, I would never make such a mistake.

I did not get any feedback from several emails sent to the Service Sector, so I will not insist on contact anymore. The casino does not seem to insist on having me as a customer. If the casino thinks it is worth having me as a customer, send an email requesting the documentation it deems necessary.

Regarding rejected bets, I did not know that there was a maximum betting limit. If I had known that I could only bet a maximum of 5 euros per round, I would not have wasted my time. Unfortunate!

Gostaria de saber quais "detalhes incorretos" são esses. Registrei a conta com outra ID? Eu não sou uma jogadora principiante, jamais cometeria um erro desses.

Eu não obtive retorno de vários e-mails enviados ao Setor de Atendimento, portanto não vou mais insistir no contato. O cassino parece não fazer questão de me ter como cliente. Se o cassino achar que vale a pena me ter como cliente, envie um e-mail solicitando a documentação que achar necessária.

Em relação as apostas rejeitadas, eu não sabia que havia um teto máximo para apostas. Se eu soubesse que só podia apostar no máximo 5 euros por round, não teria perdido meu tempo. Lamentável!

Dear Vicky.

The fact that the casino rejects the higher bets (enforce the max bet rule) and not just cancel the winnings is something that just several casinos do. We do really appreciate it and evaluate it as a very positive for the players.

Please contact the casino support and explain why there is a difference between the names in your account and name on your ID. 

(Hopefully it's just some misunderstanding)

Hi Matej,

I appreciate your efforts in trying to resolve the matter, but I am not interested in playing in that casino anymore.

There was an error in my name and the day of my birth. Many days ago, I sent an email requesting the correction but the employee Carol said it would be corrected when I sent the documentation. Never corrected !!! See the attached email.

The customer service is terrible and I do not feel more comfortable to be their customer. Even a few minutes ago I requested the cancellation of my account.

Thanks again.

Sincerely,

Olá Matej,

Agradeco o seu empenho em tentar resolver o assunto, mas não me interessa mais jogar nesse cassino.

Havia um erro no meu nome e no dia do meu nascimento . Muitos dias atrás, Enviei e-mail solicitando a correção mas a funcionária Carol disse que seria corrigido quando eu enviasse a documentação. Nunca corrigiram!!! Veja o e-mail em anexo.

O atendimento ao cliente é péssimo e não me sinto mais confortável para ser cliente deles. Inclusive, alguns minutos atrás solicitei o cancelamento da minha conta.

Obrigada mais uma vez.

Atenciosamente,

I am very sorry that you had a bad experience. I hope you will at least finalize the withdrawal.

I understand that customer support is very important for you, we evaluate mostly other aspects (fairness), and support quality is not something where we focus. 

At least your complaint could be a sign for a casino to what they should focus on in the future.

Dear Vicky.

Please let me know what happened with the remaining balance on your account? If you closed your casino account, can I close the case?

Hi Matej,

I have no balance to receive from this casino.

The case can be closed, and here I register my enormous dissatisfaction with the attendance of the Frank and Fred casino.

As of this date, my last e-mails never returned.

I do not recommend it to anyone !!!

Thank you for your attention.

Olá Matej,

Nao tenho saldo a receber deste casino.

O caso pode ser encerrado, ficando aqui registrada a minha enorme insatisfação com o atendimento do cassino Frank and Fred .

Ate esta data, nunca retornaram os meus últimos e-mails.

Nao recomendo a ninguém!!!

Grata pela sua atenção.

Because Vicky already lost all her balance we must reject this complaint. We are sad that we were unable to help Vicky to get her winnings and that she was not patient enough and eventually lost her balance.