ATTN: Casino Rep Frank Casino horrible self exclusion procedures

casguy2016

Newbie member
Joined
Aug 30, 2016
Location
Canada
A couple of days ago i tried to self exclude for 6 months. In chat they told me they would email me. They emailed me asking to discuss over the phone they would like to keep me happy with "awesome benefits which will make your game more enjoyable". I replied to that saying to self exclude me for the 6 months. Then I felt like this was my ex asking me questions as to why i left her. This went back and forth multiple times and each time I kept saying the same thing. Eventually i received an email saying i was blocked for 7 days and in 7 days i would receive an email letting me know i am no longer blocked. I sent another email saying I want the 6 months self exclusion. Their response? They do the first block for 7 days so i make a decision with a cool head. Where was my decision with a cool head when I made a 2nd deposit? Do i get my money back for that? Of course not. I tried to contact their service rep yesterday as this is fairly time sensitive and haven't heard back.

Again this is me asking for self exclusion in plain English....not for closing of my account. This is not something they should be giving a grace period for. They very well know that a week from now there's a good chance i'll make a deposit out of my better judgment.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
A couple of days ago i tried to self exclude for 6 months. In chat they told me they would email me. They emailed me asking to discuss over the phone they would like to keep me happy with "awesome benefits which will make your game more enjoyable". I replied to that saying to self exclude me for the 6 months. Then I felt like this was my ex asking me questions as to why i left her. This went back and forth multiple times and each time I kept saying the same thing. Eventually i received an email saying i was blocked for 7 days and in 7 days i would receive an email letting me know i am no longer blocked. I sent another email saying I want the 6 months self exclusion. Their response? They do the first block for 7 days so i make a decision with a cool head. Where was my decision with a cool head when I made a 2nd deposit? Do i get my money back for that? Of course not. I tried to contact their service rep yesterday as this is fairly time sensitive and haven't heard back.

Again this is me asking for self exclusion in plain English....not for closing of my account. This is not something they should be giving a grace period for. They very well know that a week from now there's a good chance i'll make a deposit out of my better judgment.
Is it this casino?
Frank Casino Club
 

TheAddict

Ueber Meister
Joined
Jan 9, 2013
Location
Kent
disgust.gif


When the 7th day comes, remind yourself how this interaction went. If they are prepared to ignore serious concerns like this when you bring them up, multiple bloody times, then they are the lowest of the low and aren't worth another second of your time and ceartinly not another dime.
 

casguy2016

Newbie member
Joined
Aug 30, 2016
Location
Canada
Thanks I'm willing to forward you the email thread but would prefer if my personal information including my email was kept private. PM me if you would like the email thread forwarded to you @Casinomeister
 

bamberfishcake

Senior Member
MM
Joined
Jan 8, 2019
Location
Essex
Personally think this is disgusting if accurate.

To put blockers in the way of self-exclusion and encourage a player to change their mind is predatory and preying on addiction.

And, it clearly displays the casino's culture and intention. Ruthless money grabbers who would sell their own Nan for a penny and trample over their fellow mankind in the process.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Well for one thing, I read the email exchange and it does not put the casino in a very good light at all. The player asked to be self excluded for 6 months, and the casino rep is wanting to know why - it's for substandard bonuses etc. (not gambling issue related). It goes back and forth with the casino rep stating that he'd close it for a week instead to let the player cool off. Yet the player repeatedly asked for six months.

So yeah - I was in the process of updating Frank Casino's Review to reflect Not Recommended or perhaps Rogue (Rogue status would be easily given if this were about gambling addiction or being let in after using Gamblock). Making sure my ducks were in order, I decided to give it a shot myself.

I have an account there and went to their Play Responsibly page (as covered in our review), and it is a pretty good page concerning SE etc., but lo and behold this link does not work:

Screenshot 2021-07-20 170407.jpg

It wasn't broken, just went into a loop I couldn't bail out of. So I closed the page, reopened it, logged in and went to chat. In chat I asked the chat rep to close my account for six months, and told the person that that link didn't work. I closed the chat session to check out this link once more - and guess what? I can't access my account until January 2022. :what: :p

So for whatever reason, no one asked me to email them, no questions asked - nothing. And I am blocked. I didn't even say please. :p

I believe that the Casino Rep might be back tomorrow, so I hope to hear what the heck is up with this. No player should be asked to email someone to close an account, unless perhaps this player was supporting the entire casino operation with his deposits :p

I hope we'll have more answers tomorrow.
 

bamberfishcake

Senior Member
MM
Joined
Jan 8, 2019
Location
Essex
I believe the OP comes under the Curacao licence.

Hence, the different approach. Seems like playing Frank Casino MGA is very different to playing Frank Casino Curacao.

Kudos to you for trying the process.
 

casguy2016

Newbie member
Joined
Aug 30, 2016
Location
Canada
I have an update....it's been 7 days so i asked to self exclude for 5 years this time (the maximum amount).

Their reply? "The blocking of your account ends today. Why are you so insistent on a long block. What will it give you?"

So i told him to F*** off i'm getting so sick of this....and now i'm blocked for 14 days. These guys are a joke. I replied to that saying I would complain to their gaming comission and their final reply was "We act in accordance with all the rules. I will bokck your account forever after being blocked for 30 days". I can't wait for the 30 days but I wouldn't hold my breath.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
This is despicable. "why are you so insistant on a long block. What will it give you?" just landed them into the Not Recommended section. It is none of their business why.
 

bamberfishcake

Senior Member
MM
Joined
Jan 8, 2019
Location
Essex
We act in accordance with all the rules
Not an expert but I dont think they are breaking any rules and a complaint to the Curacao Gaming Control Board won't get anywhere.

Although licensees are required to have a self-exclusion facility in place for players I have not found any guidelines on how it must be operated.

However, I cannot endorse them in any way, they are clearly more concerned with your money than your welfare.

When considering addiction and how difficult habits are to break, their approach demonstrates greed and a complete lack of empathy.
 
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bamberfishcake

Senior Member
MM
Joined
Jan 8, 2019
Location
Essex
You can see the Curacao approach on their website www .gamingcontrolcuracao.org/responsible-gaming

Loosely based terms mentioning 'temporary' self-exclusion, turning up at their offices etc.

I obviously didn't look hard enough before :)

Near the base of the page, you can download the guidelines pdf under Responsible Gaming Guidelines - seems outdated and geared towards land-based casinos.
 

Playattack_Support

Online Gaming Affiliate Manager
Joined
Oct 29, 2020
Location
Malta
Dear @casguy2016,

I’m sorry to hear about your problem. We absolutely appreciate that you shared your experiences and will do everything possible this situation doesn't happen again.
But can you please give us your email/nickname to understand the picture fully?

Sincerely,
Anastasiia
 

Playattack_Support

Online Gaming Affiliate Manager
Joined
Oct 29, 2020
Location
Malta
Dear @casguy2016 and @Casinomeister Team,

Once again, thank you for bringing this issue up since Responsible Gaming is a priority for us.
 Due to this case we discussed:

1. Communication with clients who have serious intentions to self-exclude

We guarantee that our managers follow the rules which are controlled by various Gambling Licenses.

Questions, why the players might have left the casino, are part of standard procedure to collect reasons why the players are not satisfied with the experience. 
But we must and we will be very careful about self-exclusion requests and recognize moments when it is urgently required.

I also wish to report that the player @casguy2016 had been self-excluded for 5 years. We apologize that we have kept you waiting.

2. Review of pages «Play Safe» for broken links
Thank you @Casinomeister that you paid attention to this link «Self-exclusion». Now links can only be accessed by registered users. You are absolutely right, this could be misleading, that is why we are going to develop a special popup that will tell users that this information and instruments are available in your personal profile.

Sincerely,
Anastasiia,
Complaints Manager, Play Attack
 

Deeplay

New World Order
webmeister
CAG
mm1
Joined
Aug 27, 2008
Location
The biG Eu
Questions, why the players might have left the casino, are part of standard procedure to collect reasons why the players are not satisfied with the experience. 
But we must and we will be very careful about self-exclusion requests and recognize moments when it is urgently required.


Surley though such questions should be asked after an SE has been put in place ? and by the sounds of what the OP has shared it seems the questions were much more persistant. And what is there to recognize when "Its urgently required" ? All SE questions should be treated as "urgent" and as soon as you know a player wishes to SE then it should be done without question immediatly. Sorry but this sounds like a whitewash to me for a piss poor experience by someone who really wanted to SE - end of.
 
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