Baptism by Fire - success Frank and Fred Casino stepping into the fire!

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alcatraz

Full Member
Joined
Jun 4, 2016
Location
Germany
I had trouble finding this as well.
It's located under the live chat button top right corner.
Should definitely have it's own section.

Thank you very much for your help. Yes indeed thats a hidden location.
I think that should be changed for a better place.
 
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Garn

Frank & Fred Casino Rep.
Joined
Dec 18, 2012
Location
Sweden
Hi,

@refre thank you for bringing this to my attention. We'll ensure to update this. Most methods have no fee, but on f.e Skrill & Paysafe Cards there currently is.

@alcatraz, Great point. It's not in our interest to hide anything, especially important information such as Bonus T&Cs. Currently the important terms are included in each offers landing page, which you find under the "Read more" button. Further detailed information is found in the FaQ section as refre pointed out. I'll speak to the team and see how we can make this information more accessible.
 

alcatraz

Full Member
Joined
Jun 4, 2016
Location
Germany
, Great point. It's not in our interest to hide anything, especially important information such as Bonus T&Cs. Currently the important terms are included in each offers landing page, which you find under the "Read more" button. Further detailed information is found in the FaQ section as refre pointed out. I'll speak to the team and see how we can make this information more accessible.

I am sure that is not for the purpose of hiding informations.
Whenever things like this happen, i just start scratching my head (confused).

However thank you for your time and answer.
 

refre

Senior lurker
PABnonaccred
PABnoaccred
Joined
Jun 13, 2003
Location
.
@refre thank you for bringing this to my attention. We'll ensure to update this. Most methods have no fee, but on f.e Skrill & Paysafe Cards there currently is.

That's not accurate. Out of 7 deposit methods only 2 are free.
112388

Also, I made another post about support and having to remove bonuses manually.
You may have missed it. I have not yet heard from support on my simple request to change the e-mail address on my account.
https://www.casinomeister.com/forum...no-stepping-into-the-fire.88146/#post-1035500
 

Garn

Frank & Fred Casino Rep.
Joined
Dec 18, 2012
Location
Sweden
Hi refre,

My apologies, I had indeed missed your earlier post, sorry!

- Payment methods. I've spoken to the Payment team and we'll review & update accordingly. Will update you in this thread on the actions taken, hopefully later during today.

- Manual bonus forfeiture. You are correct. At this point in time we unfortunately do not have the technical possibilities to automatically Forfeit/Wager bonuses once the balance reach f.e €0-€0,50. It's a feature we've requested, as it's convenient for everyone. Unfortunately I have no ETA as of yet.

- Update E-mail. Due to security measures, to update an E-mail address on an account has its own process. It's unfortunately not as "in the good old days" when this could be sorted directly by just hitting an update button (at least not in our systems). It might either be that the agent missed to reply to your initial request after escalating it, or it might unfortunately be down to man-power. Due to leave, sickness and recent departures, the Norwegian support team is currently struggling a bit. This should be a non-issue shortly, once new agents completed their training.

What could speed your errand up is to send it to the English [email protected] address.
 

Clownesk

Full Member
Joined
May 10, 2015
Location
Germany
I gave it a try and had no troubles. They rapidly paid out the winnings twice. Good job!
 
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AnaxDigital

Newbie member
Joined
Oct 28, 2018
Location
Ireland
I have deposited EUR 3500 so far and had some withdrawals ... some good luck and some terrible luck.

I like the game selection and VIP levels etc BUT i am getting really frustrated at the moment because I uploaded all my documentation as per usual with a new casino and all have status "APPROVED" now for the last couple of days my withdrawals keep getting returned to my account after some time without any explanation.

I thought it was my card or bank so I tried a different withdrawal process and still it was returned. I contacted live chat and was told the proof of address document (with status APPROVED) is not approved? and I also need to upload the back of my credit card.

I uploaded the back of my credit card and asked the support team if my approved proof of address document is approved or do they require me to provide some other document (which i can no problem). Sadly no response yet.

I also asked support how to get my VIP level higher as I am currently gold but nobody on live chat knows and email support ignores this question :(

A great experience turning a little bit sour now with this ... i really hope I get approved because I just got over 1000x win on SWARM :)
 

Garn

Frank & Fred Casino Rep.
Joined
Dec 18, 2012
Location
Sweden
Hi AnaxDigital,

I am sorry to hear you've been experiencing delays with your KYC. As you've done, the swiftest way is to speak with Live Chat. And once your documents are approved, it should be smooth sailing from there. Please let me know if it has not already been sorted.

In terms of the VIP level, it's currently mainly based on your gameplay. Win or lose, the more you play -the higher you'll climb!

Congratulations on the 1000x! I've yet to get that machine to pay me..
 

AnaxDigital

Newbie member
Joined
Oct 28, 2018
Location
Ireland
Hi Garn! Thank you so much for the follow up. I uploaded like 4 other documents and was approved (even though the original bank statement should have been enough haha) and i got my withdrawals quickly!

Thanks again.

One other thing that you may want to check or could be useful for you... there is a new EU directive going live or is already live (unsure) where online payments should have additional security.

When I use my Visa card on other casinos I get the "Verified by Visa" popup where i have to enter a code that was send to my phone. This allows me to deposit.

When I try to deposit on FrankFred.com this verified by Visa does not happen and my card gets instantly blocked. Maybe it is just me and my bank flagged FrankFred because I deposited 3500 Euro in a few days but i would be able to deposit if your website has the verified by Visa.

Just thought I let you know :)
 
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