FrankFred Casino Responsible Gaming Issue

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Win_Spin

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Hi

I would like to warn any players who consider playing at FrankFred Casino. 

I was allowed to play at their site when I should have been denied, due to being self-excluded for gambling issues on their sister sites, who use the same license. 

Not only was I allowed to play, but I was also denied refund of lost deposits.

I asked for an explanation and after almost a month they responded and confirmed I was self excluded from their sister sites, but had not given gambling issues as a reason for the exclusion. 

This is incorrect as I know I gave gambling problems as the reason for the exclusion. 

We all know what would’ve happened if I won big and wanted to cash out. 

I will write an MGA-complaint as a last attempt to retrieve my money back. 

Proof of my claims can be given upon request.

Will write an update if anything changes.

 
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I think the casino did right.

So many people abuse this and try to play and then if not succesfull they write and say they have banned themselves which might be true but you still have own responsability.

I would be surprised if they refunded you. Would open a enermous possibility to abuse the system. A Win/Win. 

 
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Surely you must be joking?

I could have agreed with you if not for one important fact:

All winnings are void if you are self excluded at casinos using the same license. This is stated in all casino’s T&C. It is only fair that losses are treated the same way.

There is no point in trying to abuse this as there is no upside. They will confiscate any winnings. 

 
People would abuse this and hope that the casino miss/forget to check your account.

If it was like you want your risk would be zero/risk-free.

Best case is that you win money and the casino miss that you have self excluded in their checks. You get your winnings.

Second one is you win and they confiscate your money. You get your money in terms of deposits back.

Third one is you loose. You complain and get your money back.

Of course it cant work like you want since this would be a Win/Win/Win for you.

Sorry about your problems but we all have our own responsability. There are programs like gamban if you need to block yourself.

Cant see that casino have made the wrong decision here but then again. I don't know how much responsability we can put in the casino.

 
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I don't know for sure but I'm not confident that MGA has this requirement like in the UK, but that it instead goes on a per brand basis. Without taking sides (as I don't know the facts) I hope your issue gets resolved.

I will however change the title as I don't think the word "Warning" should be watered out. The issue of yours lie with Playcherry who is the license holder, not the brand FrankFred itself.

 
It is not «the way I want», it is the rules set by the Malta Gaming Authority and also the UK Gambling Commission. 

Failure to follow them can result in loss of casino license. 

Why do you think the responsible gaming rules exist?

What you are suggesting is not realistic. What do you think the casino do when they are processing your withdrawal?

They check for such things.

 
To andreas: 

A warning should be justified when a casino does not comply with rules set for their license. 

I also see Casinoground’s motivation as an affiliate base, in not having bad publicity for a casino your site promotes. 

The amount I lost is not large, so my motivation is not just for retrieving my funds, but to highlight the need for rules to apply for both the players and the casinos.

Not just for the casino’s benefit.

 
Win_Spin, 

It has definitely nothing to do with any commercial relationship - if it had anything to do with not giving bad publicity I guess the thread would've been locked or removed, not just see a simple title change. 

I still not know for a fact that self-exclusions aren't operator specific with MGA - do you have a link to where I can learn more?

 
I guess we have to agree to disagree. 

The casinos does not always check accounts that much. 
Sometimes I have the money in my bank account just 2-3 minutes after cashing out. 
There is no way that the casino has gone through all my 10 hours of playing and see that I followed everything correctly in just seconds. 

I think that we have our own responsibility for this and as I said. 
If it would work like I explained then everyone could try to abuse this since it would be a win/win/win for the customer and we all know that wont happen when it comes to casino. 

Hope you get your money back but I would not get my hopes up. 
 

 
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SlotsAndSquats:

Well in that case not only do I disagree with you, but also the rules set by Malta Gaming Authority and the UK Gambling Commission. 

 
Win_Spin said:
SlotsAndSquats:

Well in that case not only do I disagree with you, but also the rules set by Malta Gaming Authority and the UK Gambling Commission. 
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Instead of focus on lost money I would focus on the future and ban everything since you obviously have some gambling related problems. 
Its much better to spend your energy on that. We all know that when (if) you get this money back you will invest it into gambling again and probably just lose it at some other casino and that does not help you in the long run. 

Its better to seek help now and move on. 
No, I do not work for FrankFred or any Casino. Just understand the situation. 

Best of luck.

 
SlotsAndSquats said:
Instead of focus on lost money I would focus on the future and ban everything since you obviously have some gambling related problems. 
Its much better to spend your energy on that. We all know that when (if) you get this money back you will invest it into gambling again and probably just lose it at some other casino and that does not help you in the long run. 

Its better to seek help now and move on. 
No, I do not work for FrankFred or any Casino. Just understand the situation. 

Best of luck.
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As I said in a previous post, the money is not really the issue here. The amount was low and I no longer gamble with large amounts of money.

My main focus is that the casino didn’t apply with it’s regulatory rules. Fair gaming is very important.

I appreciate advice towards my future actions, especially coming from someone I presume have some history with gambling problems?

What I choose to spend the refunded money on, will be at my discredition. However gambling will not be an option. 

 
"Provided that, in the absence of a unified self-barring database, if the brands
require separate player registration, where the B2C licensee operates multiple brands, 
the B2C licensee may allow for self-exclusion to be limited to a player’s activity on the 
brand on which the player has requested self-exclusion, and the above sub-articles (a) 
and (b) shall be applicable to that individual brand."

This is from the directive you linked, which means they don't necessarily have to close all accounts linked to the license. However, if you can show that you closed it for problem gambling (like explicitly said so), another clause comes into play and your chances with MGA will be much better.

 
SlotsAndSquats said:
I guess we have to agree to disagree. 

The casinos does not always check accounts that much. 
Sometimes I have the money in my bank account just 2-3 minutes after cashing out. 
There is no way that the casino has gone through all my 10 hours of playing and see that I followed everything correctly in just seconds. 

I think that we have our own responsibility for this and as I said. 
If it would work like I explained then everyone could try to abuse this since it would be a win/win/win for the customer and we all know that wont happen when it comes to casino. 

Hope you get your money back but I would not get my hopes up. 
 
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oh is possible just Let a Programm run to Check History if a bet was over example  5 Euro takes 2 Seconds. 

if a Player is self exluded from a sister site and is therefore banned on all sites of the License holder and if the Player try to Register it should bot ne possible.  or a warning Pops up in the Department its dedicated to. if a Player is tho still able to  Deposit all deposits have To be refunded. 

 
i dont understand what the problem is?

You did made a selfexclusion and did sign up yourself at one of their sister sites. It only take a few clicks on google to read about the site where you sign up and then you can see review and also that it is a sister site to the one you self excluded at. I wish you good luck and hope it works out for you. 

 
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