PlayFrank— player complaints: 11 in English

I opened a play frank account about 7 weeks ago. On the 11/07/23 the casino sent me an email saying my account has been self excluded due to me being already excluded on a sister site (they still haven't told me which one) which I was completely unaware of. During my account being active I made deposits totalling £4264.02 and withdraws totalling £1203.92 leaving a difference of £3060.10 I have informed the casino that I wanted the difference refunded to me in full and they are refusing stating that when I registered with them I used a different address to the previous site. I don't think that this is acceptable. All my other details used to sign up including email, mobile number, name and bank account details would be the same, but because I moved house they deem that as grounds to keep money they should not have had if they had done their due diligence and safe guarded what should have been an excluded player. I think the fair outcome is I am refunded the difference and that way both myself and the casino are level and it is like I never had an account with them. Why should they be allowed to profit from not doing their job and preventing and account from being opened. I have given the casino a fair amount of time to address this issue and after weeks of waiting, the response this morning was that they stand by their decision not to refund. I therefore ask that this matter be looked into by an ADR to try and resolve this complaint and have my money returned to me. If there is anything else needed I can be contacted by via the email address above.

They have disabled my account without any explanation, they accepted my documents I then proceeded to deposit £500 for then I won £3,514 I requested a withdrawal on the funds, and my account has been disabled can you please help me

I was able to open an account and be verified using an expired driver license and my birth certificate on the 'Playfrank' site. I have previously self excluded from playfrank and sister site 'karamba' which holds my same details, name and date of birth. This is shown in screenshots I have, confirming my name , date of birth are the same as what I registered with on 'Playfrank' and the reason my account is closed with 'karamba' is because I'm registered with a regulator, also shown in attached screenshot. I am registered with gamstop and have previously self excluded at these sites before even registering with gamstop. I feel KYC procedures were not carried out correctly and effectively, as if they had been I would not have been able to deposit and be verified at this site with an expired drivers license. Also my birth certificate which I sent will also have shown my name and date of birth, which should have shown I am self excluded. This meant that the casino has failed to protect me being a vulnerable customer, especially being self excluded previously and having registered with gamstop since September 2020. I would like to receive a full refund of the total of all deposits made minus withdrawals. I feel this is only fair. If the casino had carried out its verification procedures correctly I would not have been able to deposit at this site. Further to this, I have used the same debit card to deposit at playfrank, the same one I used on my self excluded accounts at playfrank and across other sister sites- even this was not picked up on.

They offer a welcome bonus, charge you to deposit then once you have deposited they say they can't give you a welcome bonus as you have previously registered with one of their other sites, it was only after some investigation I discovered they have over 20 other affiliated sites! You also cannot get a bonus whilst you have a pending withdrawal yet they bombard you with offers of bonuses if you deposit knowing full well you can't get them as you have a pending withdrawal. Surely both of these things are at the very least misleading if not questionably illegal

I was playing monopoly live game on the 25/7/2020 to start with with my own eyes I can see the games rigged they control the game and wheel useing a commputer they slow the wheel and speed it up to stop people from winning on the higher playing numbers the night I was playing there was over 87 spins with not one 10 came up in the whole game its complete scam and no way fair game play at all i never moan about other games but this game is a scam and needs to be addressed asap

Withdrawal request made on may 1st for £70 and it has been stuck in processing since. No response to emails or live chat. Copy of bank card has been sent in and approved as requested but no response since.

Dear sirs, I have requested a withdrawal from Playfrank for £5,000 but they have removed the funds from my account on the basis of betting abuse, see terms below: As stated in our bonus policy, Bets, placed on any game, which abuse the betting system will not be counted towards the wagering requirements. We reserve the right to withhold any amount in excess of the player's original deposit from a player's withdrawal if the player placed bets equal to or greater than £4 or £0.50 per line or 15 percent of the bonus amount before the wagering requirements for that particular bonus have been met I have asked them several times to provide an explanation as to why the wager requirements balance went down after every single spin over £4 if bets, placed on any game, which abuse the betting system will not be counted towards the wagering requirements but I am yet to get a response. If their terms stated above are correct then the wagering requirement should surely still be on my account as the spins over £4 should never have counted towards the wagering balance. With this wagering balance on my account this would also mean I should have never had the option to withdraw my funds, leaving me still with £5,000 in credit and a wager requirement balance. Their terms also state We reserve the right to withhold any amount in excess of the player's original deposit from a player's withdrawal a withdrawal that should never have been possible on my account in the first place therefore they shouldn’t be able to withhold these funds. Please can you provide some assistance on the matter above to get this resolved? Many thanks in advance,

I cannot log into my casino account since PlayFrank migrated to Aspire Global International. I have contacted support 4 or 5 times over the last 5 weeks. They tell me they can't find my account and always tell me I will be emailed about it. The most recent chat I had, the rep told me that maybe it was because Argentineans aren't accepted anymore. Regardless, I was never informed this and they should pay out my balance. I have been very patient over the last 5 weeks, but it is clear they have no intention of helping me.

Hello I was a customer at this casino and was asking for bonuses a lot due to problem gambling. This was not picked up on by staff even though there were many red flags I spoke with an advisor at the casino on the 6/03/2020 who closed my account and told me he would raise a refund request as I mentioned I felt extremely financially vulnerable as I had spent all of my money 300 pound to be exact and was in fear of losing my home and job. It took them all of 12 hours to come back with a response email which I have for evidence which they told me I was not entitled to a refund there was no explanation as to what they had done to get to this answer or how they investigated this case. As problem gambling is a serious issue I expected this company being so well known for them to have taken this much more serious as they were happy to help when I was a customer seems now I am vulnerable they do not want to know at all

Good evening I won A total of around £45,000 and then spent around £30,000. within one hour. I managed to get my total back to around £37,000, which I have a screenshot of. I emailed to complain that I didn’t have any ‘spending’ notice flag up that I previously received and that spending such a large amount of money within this time should have flagged up as a gambling issue. I then spent a further £17,000 within around half an hour. Having said this, I then had £20,000 in my account which I withdrew. This was on the 2/1/19 at 22.00pm. I wrote in the email that I was spending too much and my account should have been frozen and the large spending should have flagged up on their system, especially as I had not yet had my identification verified. I received a reply the next morning stating that they had received my email and they had passed this on for someone to review. This was from a senior advisor. I believe my account should have been frozen the evening before when I had £37,000 in my ‘wallet’ due to excessive spending in a short space of time and unapproved identification. The senior advisor, via emailed, confirmed they had uploaded my identification documents to my account which therefore means they had read my email & acted on it, so why did they not freeze my account when I stated this should be done and I clearly stated I was spending too much. At this point I had withdrawn £20,000. I then contacted twice, on live chat to ask why I hadn’t had a reply to the email and why wasn’t this being actioned. Due to the amount of time they took, I then ‘rolled back’ a further £17,000 and spent this within the hour. I withdrew the remaining £3000. I then contacted again on live chat to a customer support member and complained that my account was still not frozen and it should be. He then closed the account immediatly. I am unsure why a senior advisor couldn’t do this when a support member could? Surely a senior advisor has higher authority. I have since contacted the company numberous time to ask when my withdrawl is being processed. I have also complained that the company should also send me the £17,000 which I would have successfully withdrawn if the account was frozen when my email was first received but not dealt with properly in accordance with uk responsible gambling laws. They then refused to discuss any matter with me,are refusing to process my withdrawl until I emailed everymatrix. I have records of the live chats, emails and screenshots of my withdrawals and player balance. I was informed that the active £3000 was not able to be withdrawn or processed becuaee I had complained and it needed to be resolved first. iI had provided my identification documents and successfully withdrew the amount but they stated they wouldnt process until my complaint was resolved. Their terms and conditions state all withdrawals will be processed within 24 hours and with me within 3-5 days. I did not see a valid reason for then refusing to pay this as this is a seperate matter to my ongoing complaint. I also feel that due to not following correct procedure to help with responsible gambling. They should refund the amount which would have been withdrawn should they have dealt with my email stating my account should be closed. I complained around 4 times via email to every matrix and in the end they processed the £3000 withdrawal, emailed to say my account was closed and have ignored my complaint about the fact that I asked numerous times to close my account and they didn’t act on this. Had they have closed the account when I stated I had a problem, I wouldn’t have spent such a large amount of money by ‘withdrawing’ it back to my account. I am so disappointed in their services and tee they did this intentionally as they were aware I had a problem and this was probably a tactic as they knew this would happen. I feel it is unacceptable for them to read my email that I was spending too much and ignore it. I am requesting the full amount is sent to me that I would have withdrawn had they have acted on the email after reading it. I have since emailed them 8 times as to why I haven’t received a reply and they will not respond to me. I have contacted play frank on live chat and they also will not talk to me and say I have to email everymatrix. I have asked them for a phone number and address and they will not provide me with the details. I hope you can help. Thank you Kind regards [EDIT]

I have a complaint against there licence holders everymatrix. I am Self Excluded on a sister site that they hold the licence on. Made a genuine mistake playing at Playfrank. Have written proof I am Self Excluded from there sister site Viks casino. I informed Playfrank - direct to EveryMatrix, they state not self excluded. I forwarded proof of self exclusion, had no reply from them. Have ask 5 times for complaint procedure. - no response. I have all communication documented and a print out of my self exclusion dated 01/02/2018. Even the operator putting there name to ithe. Going from terms and conditions, I did what is within there terms and conditions. Cancellations prove this also. I do have a brain disease, so please be as clear as possible with me. Thank you