FrankFred Not Paying Winnings

ThomasMT

Full Member
MM
Joined
Jan 8, 2020
Location
Southend-on-Sea
Hey guys,

I joined FrankFred last year through Casinomeister as they are accredited and have now reached Platinum VIP level. My withdrawal of €10,000 has been pending 16 days now, in fact the money is still in my player account despite their accounts team mailing me to say they have sent it.

Live chat keep promising it is being sorted, an email at the weekend said once again it has been requested by accounts but I am being given the run around. They promised to send the money to my IBAN/SWIFT as it was too large to be returned to a debit card.

They have approved my passport, selfie with passport, bank statement, utility bill and carried out the usual money laundering checks. The most annoying thing about all this waiting is I missed out on putting a deposit down on a house in Malta. I've now had to travel to the UK again to get a loan from my parents which is embarrassing.

Anyhoo, as they are accredited here and have reps @Garn @Frank&Fred_REP I thought I would ask why they are taking so long.

These are the messages I've had over the past two weeks...





 

JohnSnow

Experienced Member
PABnononaccred2
Joined
Mar 12, 2018
Location
Netherlands
Please whatever you do just don't touch that beautiful balance!! This casino just wants you to lose that money since you have already been through the necessary steps to get yourself verified. Stalling tactics at its best.

If they are accredited here they will pay. Simple as that just don't touch your balance.
 

ThomasMT

Full Member
MM
Joined
Jan 8, 2020
Location
Southend-on-Sea
Please whatever you do just don't touch that beautiful balance!! This casino just wants you to lose that money since you have already been through the necessary steps to get yourself verified. Stalling tactics at its best.

If they are accredited here they will pay. Simple as that just don't touch your balance.
Unfortunately my balance when I first tried to withdraw was more than double this. The balance was being eaten away by waiting and emails from FF offering bonuses and the like.

Once I got to €10,000, I though lets be serious here I want to start a new life in Malta with my girlfriend, kid on the way so I put in a 1 EUR loss limit for 30 days.

In the six years I have been slotting I have never had to put a stop loss on. When I had a €7k win at Videoslots they paid within 8 minutes. I literally went to make a coffee and came back to the balance in my Neteller.
 

Bloatgoat

Senior Member
webby
Joined
Nov 29, 2017
Location
Somewhere
They are like insurance scumbags. Minimize the (financial) liability the casino has. After withdrawl, simply never come back there again dude.
 

Supababe

Opinions Meister!
CAG
mm1
Joined
Aug 10, 2016
Location
Lancashire, UK
Unfortunately my balance when I first tried to withdraw was more than double this. The balance was being eaten away by waiting and emails from FF offering bonuses and the like.

Once I got to €10,000, I though lets be serious here I want to start a new life in Malta with my girlfriend, kid on the way so I put in a 1 EUR loss limit for 30 days.

In the six years I have been slotting I have never had to put a stop loss on. When I had a €7k win at Videoslots they paid within 8 minutes. I literally went to make a coffee and came back to the balance in my Neteller.
Please self exclude until it is sorted.
You will be gutted with it all if you lose it now.
 

ThomasMT

Full Member
MM
Joined
Jan 8, 2020
Location
Southend-on-Sea
An hour ago I get a email from my VIP host saying to request another withdrawal. Two weeks ago they said they had already done it???

Now my entire casino account has vanished along with the funds and support doesn't know whats wrong! When I try to log in the account doesn't exist.

I mean WTF!


 

Nicola

Closed Account
Joined
Jan 22, 2013
Location
Malta
Hate to worry you but FrankFred changed hands last month from the PlayCherry Group to Mill Adventure Ltd.

Based on the screenshots you've shown they are stalling. One minute they have paid you, the next they want you to request it again. They might not have it in the bank to pay you based on what I've heard over on CasinoGrounds.

I'll tag @Casinomeister and @LadyJelena to let them know that the accredited listing may need updating now they are an independent casino trading under Mill Adventures Limited.

Good luck and hope you get your money :thumbsup:

EDIT: Their new licence was issued on 12th December 2019
 

ThomasMT

Full Member
MM
Joined
Jan 8, 2020
Location
Southend-on-Sea
Here we go again. They now want a bank statement which I have already sent through twice and is visible in the documents part of their web site.

Beginning to think as the lady says above they ain't got the cash. Fed up.


 

chriskay

Banned User
Joined
Nov 15, 2013
Location
germany
Haha wow let me just think quick, wasn't it Kim the LetsGiveitaAddiction dingdingding fake dude who's promotin this crapp of casino?let me tell you something, MGA is not that good anymore as it was one day. to much shady shit, the resoponse from MGA handling complaints or gamblind issues is a lack of ocean ! the support is so shitti hahaha, well i asked them if they would accept loadable mastercards they said yes, what was the result a negative one, the support is so retarded .

well to you personally, dont play anything contact them evry day and spamm ur utility bills and bank account screens to them, that they will get to know they cant tread people how they want, also i would do a complaint to a casino authorization! this casino needs to be shut down
 

chriskay

Banned User
Joined
Nov 15, 2013
Location
germany
One thing i can imagine is that under Playcherry or what ever they has to much winners , and had no money to pay their Members. Only a shady Marketing decission is the reason for all that. They sold out their Casino" with Kim as a known streamer" Affiliate" in the past, for Huge Money into the Hands of Illegal Buizznes Operator
Mill Adventure Ltd.
This is the only reason a casino would have to leave their casino!
 

Slottery

Senior Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Maybe one more example of how transition to a new platform didn't happen without any issues (like KYC status which seem to happen quite often). Looks much more that they are bit lost with that than stalling withdrawals with purpose (or if that's they mean, they are pretty bad in that, when reading communication it doesn't look very well organized stalling tactic :) ).

Hope OP and all others getting their withdrawals processed.
 

Garn

Frank & Fred Casino Rep.
Joined
Dec 18, 2012
Location
Sweden
Hi ThomasMT and all others,

@ThomasMT, I see that you already got a lot of good advise (I.e don't play back your nice win!) and it seems you followed it! :) Very sorry for the delay here, but as the old organisation did not manage to send your money, it was passed over to our new organisation, which caused some confusion re KYC and whatnot. I can however confirm that your withdrawal is being processed and I'll ask the team to follow-up on this with you directly.

Just to confirm: On the 14th of January we did indeed carry out a migration from the Playcherry to TheMill adventure. This is Very exciting for us, as we are now in control of everything. And there's a lot of cool and awesome stuff coming up in the near future! And please rest assured, the entire F&F team remains the same, only difference now is that we have the control.

As with anything "new", there will always be some "teething issues". But the whole team is working more or less day and night to ensure our service is as close to perfection as possible. Any feedback you have regarding the new site would be highly appreciated!

@Slottery. Pretty much spot on. But KYC has been confirmed to be 100% transferred over. So it's due to human error here.

@The others. Keep your Foil hats on!

Best,
Simon
 
Last edited:

chriskay

Banned User
Joined
Nov 15, 2013
Location
germany
But the whole team is working more or less day and night to ensure our service is as close to perfection as possible.
For that you are very far away, had multiple bad support stories with your none understanding supporter and miss information gaver
 

Garn

Frank & Fred Casino Rep.
Joined
Dec 18, 2012
Location
Sweden
For that you are very far away, had multiple bad support stories with your none understanding supporter and miss information gaver
If you could PM me your details I'll follow-up on this. Thanks!
 

ThomasMT

Full Member
MM
Joined
Jan 8, 2020
Location
Southend-on-Sea
Thank you for your reply @Garn it is comforting to know the story behind the delay. If you can guarantee that my payment will be processed tomorrow via bank transfer then I will happy with the outcome.
 

Garn

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

I've now tripple-checked regarding your case and the response was:

"Hi Simon, I already spoke with Knut , it will be processed tomorrow"

FYI: Knut is the person who already been in contact with you, and who will follow-up with you on this tomorrow!

Best,
Simon
 

JohnSnow

Experienced Member
PABnononaccred2
Joined
Mar 12, 2018
Location
Netherlands
Hi @ThomasMT,

I've now tripple-checked regarding your case and the response was:

"Hi Simon, I already spoke with Knut , it will be processed tomorrow"

FYI: Knut is the person who already been in contact with you, and who will follow-up with you on this tomorrow!

Best,
Simon

You should process his withdrawal inmideatly. What is all this nonsense? Will be handled tomorrow human error, new license migration... The only thing I see here is stalling his payment. He already lost over 50% of his balance. You can't treat players like this and expect to grow in this industry. Maybe train your staff better in order to communicate these issues with the players from the start. :)


Edit:

Don't be shocked Garn. When a balance is pending for 16 days and the player loses 10k+ and gets told different stories by live agents.. this is when I know for a fact that it's only stalling tactics. If it was duo to your license change that's fine, communicate this with the player from day one and lock the funds or flush the withdrawal at least till the migration is finished.

What would be better for your casino as a headline? "Unbelievable won 20k on F&F and they paid out within 24 hours"... Or this? Been playing for years online and have seen my fair share of rogue operators that stall your withdrawal as long as possible. I'm not saying that F&F is rogue at all! But when you have these kind of issues you have to communicate with the players as transparant as is possible.

Only way you will build player base. I've got nothing against your casino but I know how sad it is to lose over half of your balance because of such things. Now the player in question could do with a time out from the start but I stand by my case that this way of communicating and letting a withdrawal stay pending for over two weeks is not something that players want!

Hopefully things get sorted out and everyone can enjoy a fair and fast withdrawal on your casino. Take care.

I edited the first part of this message. No need to be a complete asshole about this.
 
Last edited:

Users Who Are Viewing This Thread (Users: 0, Guests: 1)

Top