FrankFred Not Paying Winnings

ThomasMT

Full Member
MM
Joined
Jan 8, 2020
Location
Valletta
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...

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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.
 
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.
 
They are like insurance scumbags. Minimize the (financial) liability the casino has. After withdrawl, simply never come back there again dude.
 
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.
 
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!

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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
 
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.

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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
 
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!
 
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.
 
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
 
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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
 
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.
 
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
 
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.
 
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well 16 days is hardcore ... i mean im sad for TomasMT. And Angry about Operators like this.

This tell evrything, you cant trust anyone anymore in the Online Gambling Industrie. maybe its a bit harsh from me now , BUT there alot of Casinos established over 10 or 20 years, those ones you can "trust" mostly if you dont fail their termns and conditions. but what i heard the last weeks its just a selfish clowny money eating Buizznezz.

bru 16 days in 2020 :D:D--- Muahahaha serious , also those casinos who tells me a bank transfer needs 7-15 days :D brooo if you life in Europe its only 1 DAY mostly if theres no holiday or a weekend inbetween where u come along with this outreagous withdrawal times :D thats so shady bruh

EDIT maybe they time travel to ÖZI when he was alive 10.000 years ago ask him for a ok
 
Shit happens and I'm sure there is some part in this that has to do with the migration of the old license to the new license but that had to be communicated to the player from the start to give him some assurance.

Again, the player could also just have chosen for a time out in the beginning which he didn't. If he had done so he wouldn't have lost half of his balance. Then again it's just about ridiculous how long the process takes (migration or not). I'm sure that it's already sorted out by now and the withdrawal is processed.
 
The player should never be the victim because of changes in the back office, be it change of platform or simply change in leadership. If the casino expects to have issues during this timeframe they shouldn't accept deposits until they're sure everything is running smoothly again. Simple as that. As a gesture of goodwill they should offer this player a decent sized bonus with low wager.
 
Whilst I'm now sad that I could of cashed out €20k instead of €10k it was my decision to play it further and lose it. It wasn't greed I was just bored of waiting. We've all had that feeling waiting for a withdrawal I guess.

17 days is a long time admittedly and it has caused a lot of stress for me but at the end of it all I won €10k from a €200 deposit. Never in a million years would I have thought that would happen to me. It's a life changing amount for me and family.

Haven't slept a wink tonight worrying about this still but I hope today is the day it get sorted.
 
Just sleep man they have no reason not to pay. I believe the rep is already sorting it out for you like he said. Try to get some sleep.
 

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