New Casino FrankFred - Feedback

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I have never!!! Seen a more shitty onlinecasino!! I signed up with Kims link and made a deposit, got some sort of bonus on it. Didnt think more about it then.

Next deposit of 5000sek I didnt get a bonus. Got into the chat and told them its something wrong and I should have 3 bonuses.

They said they would look it up and get back to me same day on E-mail. No answer!

I got back to the chatt again and told everything that happend one more time. Same answer again after like 30min in the chat, "we will get back to you on E-mail". 

 6!! times in a couple of days I have spoken to them and they tell the same thing and dont even get back to you!!! I have E-mailed them, chatted with them and even pm:ed this repp here in the forum!! 

I now got into the chat a last time today to see if they could fix this problem directly because now Im really pissed!! But surprise!! the answer is " sorry the people that handles this is not here now, hopefully they will get back to you by E-mail on Monday!!! 

I really regret that I gave them 10k sek of my money now, should have played at the casinos that want me to play at there sites.

 
First deposit made today, and everything went smooth. Bonus added right away, and ready to go! :)

But, then i had some very unlucky event when playing extra chilli. Got the bonus, gambled 2 times, and took the 16 free spins, just right after i clicked, the stupid "playtime warning" popped up, and most likely fucked up my gameround completely. GAME OVER for tonight i guess...

take a look at this @FrankFred Casino :

https://streamable.com/mykvf

Also another thing, i can see some games im not able to play from norway, like "anchorman" amont others. these should be hidden...

 
So i talked with chat earlier today regarding my gameround in extra chilli. I had to wait 3-5 minutes before they responed (as nr 1 in queue), and i'd say thats pretty decent a saturday morning.

Obviously they cant do much, and i was told it could take up to 72 hours before they managed to fix it, and they recommended me not to play while waiting.

My start to Frank & Fred casino has been a bit unlucky. I deposit because i want to play, and now i will have to wait "forever"...

 
Hi,

I also decided to check out FrankFred with Letsgiveitaspins link :) First deposit didn't go so well but I did incredibly well on my 2nd deposit and I managed to complete my wager :)  I didn't notice any problems with the deposit bonuses.

Here's a few pointers from me that I noticed so far.

  • A lot of casino games are in the list but not available to the country I'm in. These should be hidden from view (@pausefisk also mentioned this)
  • Make the search for casino games more intuitive. This can for example be;

    A most recent played games section so you can quickly return to your last few games.
  • A better search bar. Maybe on the top? Or at least a way to trigger the search bar from anywhere.

Regarding the bonuses I feel like there is also some room for improvement. For example, you have an active deposit bonus and you receive 100 kr free money from leveling up in VIP levels. The deposit bonus money has 10 days wagering requirement left while the 100kr free money expires in 1-2 days. This is problematic as the deposit wagering will be completed first and unless you play a lot in 1-2 days you'll forfeit your bonus money before you even have a chance to begin wagering it. 
This can be solved in a few ways and one way could be to pool all your winnings from free spins and bonus money to the total wagering amount left on the account.
 
Another issues with the bonuses from leveling up is that I can click "LEVEL 20 REWARD UNLOCKED!" (it shows as active but most likely I've used it) and it goes to the game but no freespin wheel appears. I can also get the latest reward from just leveling up, clicking anything on the bonuses page will go to the latest reward and initiate that. Ok, I guess all that is fine but what I don't like is that I'm left with a clutter in my bonus page that looks like this:
4xJkMvD.png

and the list goes on.  Maybe make these dismissable? or at least have them removed if they are already used. Pretty sure mine are a mix of both used and unused but none of them will reward any free spins.
 
I'm also missing a few withdrawal options. At least for me I can only withdraw to VISA (apparently any VISA?) and I need to manually type in my card number for the withdrawal process. Maybe make it so that the card you used to deposit with can also automatically appear in a list over eligible cards for withdrawal.
Also in the withdrawal section it should be displayed which card you withdrew to. Like first/last 4 digits so you know where the funds are going and you can doublecheck to make sure you didn't make any mistakes when typing in the card number. Again, this can be resolved by automatically listing the card used for deposits.
 
Sorry if this is poorly written but I think I got some important points across.
 
 
Cheers!
 
EDIT: 
I'm also curious to what the "Secret welcome gift" for acheiving gold is :D  Can you shed any lights on this secret? ;)
 
 
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Loyalty Program seem really nice, they should actually considered to add e-wallet into get bonus but no they haven't yet. It might be also be better if they add more slots and so on keep going. 

I play this casino without bonus cause they won't give me anything.

 
pausefisk said:
First deposit made today, and everything went smooth. Bonus added right away, and ready to go! :)

But, then i had some very unlucky event when playing extra chilli. Got the bonus, gambled 2 times, and took the 16 free spins, just right after i clicked, the stupid "playtime warning" popped up, and most likely fucked up my gameround completely. GAME OVER for tonight i guess...

 take a look at this @FrankFred Casino :

https://streamable.com/mykvf

Also another thing, i can see some games im not able to play from norway, like "anchorman" amont others. these should be hidden...
Click to expand...
We will check the bonus game round with our game supplier BTG and get back to you. Thank you for your feedback regarding games, we will get this updated! 
 

 
Pros:

  • Payed out through Trustly EVEN on a weekend, I got my money saturday after 30 min. 
  • Easy to see how your % is on bonuswagering 
Cons: 

  • No favourites or playhistory, you can see your sessions and the exactly amount you have spent and won in every game. But I want an own section with only my favourites. 


Brgds /N

 
I haven't received free spins for my deposit. It shows up in my casino activities "Get today's free spins, 3 days left!", but when I go to the game, there's no free spins there. I sent them a mail a few days ago, being told that if I don't receive my free spins, I need to contact them before they expire, but with the limited availability of live chat and my personal schedule, it's hard for me to contact them daily before my free spins expire. When I sent an e-mail, they told me they've added 25 spins to my account as I missed out on a few days, and those free spins worked as they should. To be honest, it's too much of a hassle anyway to have daily communications with the casino in order to receive 25 kroner worth of free spins that should be easily added automatically anyway. Not very impressed.

 
Meowcat90 said:
I haven't received free spins for my deposit. It shows up in my casino activities "Get today's free spins, 3 days left!", but when I go to the game, there's no free spins there. I sent them a mail a few days ago, being told that if I don't receive my free spins, I need to contact them before they expire, but with the limited availability of live chat and my personal schedule, it's hard for me to contact them daily before my free spins expire. When I sent an e-mail, they told me they've added 25 spins to my account as I missed out on a few days, and those free spins worked as they should. To be honest, it's too much of a hassle anyway to have daily communications with the casino in order to receive 25 kroner worth of free spins that should be easily added automatically anyway. Not very impressed.
Click to expand...
Same issue. I see the "daily free spins" in the bonuses but when I go to Starburst they don't appear.. I think I got them the first day but not any after, though I'm not 100% sure as I've received a lot of different free spins (but thats from leveling up, even tho, I haven't received all those either.) They all show as active but when I click them and go to game there is no free spins.

 
Meowcat90 said:
I haven't received free spins for my deposit. It shows up in my casino activities "Get today's free spins, 3 days left!", but when I go to the game, there's no free spins there. I sent them a mail a few days ago, being told that if I don't receive my free spins, I need to contact them before they expire, but with the limited availability of live chat and my personal schedule, it's hard for me to contact them daily before my free spins expire. When I sent an e-mail, they told me they've added 25 spins to my account as I missed out on a few days, and those free spins worked as they should. To be honest, it's too much of a hassle anyway to have daily communications with the casino in order to receive 25 kroner worth of free spins that should be easily added automatically anyway. Not very impressed.
Click to expand...


n0thing said:
 Same issue. I see the "daily free spins" in the bonuses but when I go to Starburst they don't appear.. I think I got them the first day but not any after, though I'm not 100% sure as I've received a lot of different free spins (but thats from leveling up, even tho, I haven't received all those either.) They all show as active but when I click them and go to game there is no free spins.
Click to expand...
Thanks for the feedback!
What potentially could be confusing is that the promotion tool is showing the free spins campaign as available even after they have been used.
This we are aware of but we will look more into this in detail and get back to you guys. 
Please PM ID's. 
Best regards
/Frank & Fred

 
Mn540 said:
I have never!!! Seen a more shitty onlinecasino!! I signed up with Kims link and made a deposit, got some sort of bonus on it. Didnt think more about it then.

Next deposit of 5000sek I didnt get a bonus. Got into the chat and told them its something wrong and I should have 3 bonuses.

They said they would look it up and get back to me same day on E-mail. No answer!

I got back to the chatt again and told everything that happend one more time. Same answer again after like 30min in the chat, "we will get back to you on E-mail". 

 6!! times in a couple of days I have spoken to them and they tell the same thing and dont even get back to you!!! I have E-mailed them, chatted with them and even pm:ed this repp here in the forum!! 

I now got into the chat a last time today to see if they could fix this problem directly because now Im really pissed!! But surprise!! the answer is " sorry the people that handles this is not here now, hopefully they will get back to you by E-mail on Monday!!! 

I really regret that I gave them 10k sek of my money now, should have played at the casinos that want me to play at there sites.
Click to expand...
It took one week but FrankFred did a good job fixing my problem ?? 

Some feedback. 

I think it has Come up before here but when one hour of play has gone and the reninder bar comes up it restarts the game, really tilting ? 

Maybe a bar like the one with current level on top of the screen but for bonuswager. Easier to track how much progress in the wagered amount during play because Otherwise it also ends the game When checking that. 

Otherwise I think its a good site and good that the different levelups means something ??

 
Mn540 said:
It took one week but FrankFred did a good job fixing my problem ?? 

Some feedback. 

 I think it has Come up before here but when one hour of play has gone and the reninder bar comes up it restarts the game, really tilting ? 

 Maybe a bar like the one with current level on top of the screen but for bonuswager. Easier to track how much progress in the wagered amount during play because Otherwise it also ends the game When checking that. 

 Otherwise I think its a good site and good that the different levelups means something ??
Click to expand...
Yes, thank you for your patience. Glad we got it worked out in the end! 

 
FrankFred Casino said:
Thanks for the feedback!
What potentially could be confusing is that the promotion tool is showing the free spins campaign as available even after they have been used.
This we are aware of but we will look more into this in detail and get back to you guys. 
Please PM ID's. 
Best regards
/Frank & Fred
Click to expand...
We have found that there has been an issue with the daily free spins (NORWEGIAN PLAYERS) <-- ONLY.  
This has now been updated and will work as intended going forward.
If you are a player from Norway and you've experienced this issue - Feel free to contact support to get them re-credited to your account.  

Good luck!!!
/Frank & Fred

 
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@FrankFred Casino

I've PM'ed you my ID.

Overall I really like the casino. It's intuitive and it has a great selection of games. However, I feel like there are a few games missing, especially from BTG. (Queen of Riches for instance).

I also think there is an issue with bonuses received where they don't go away from the bonus screen if the amount won equals 0. Maybe?

Few pointers:

  • Games not available in certain countries should be hidden from the players view.
  • There should be a "last played" or "favorites" section for games. Also a section for the newest added games to the casino would be nice.
  • Ability to pre-select withdrawal method (such as re-using the previous withdrawal method so you don't have to re-enter the card details.
Again, I think you guys did a great job with the site! Frank&Fred is my go-to casino from now on.

Cheers!

EDIT: Saw your last post, tried to contact chat but apparently it's offline. Opening hours are 10am-7pm (it's now 5.11pm?)

 
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@FrankFred Casino

Hi there is still problems with The lvl bonus. 

I did some levwling from 17 to 21.

And when i was read to use The bonusen i started with The lvl 17 bunus. Played my games and lost. Returning to The bonus page i se that The lvl 20 bonus is started and The lvl 17 is still there. And now The lvl 17 bonus is not working pressing play Will launch The game but not award Free spin. The same happend to The lvl 18 bonus. That one trigger The lvl 21 bonus instead 

I think The problem is coming from multipel bonusgames on The same slotmachin lvl 17 and 20 jack and The beenstalk 18and 21 starburst. 

Regards

Jonas

 
pausefisk said:
Any update on my gameround on extra chilli @FrankFred Casino ? I was told in chat it could take up to 72h to fix it, now it's taking double as much time... is there any contact with BTG???
Click to expand...
We will get back to you as soon as we know anything more. General response "up to 72 hours".
Takes a bit more time as we are depending on BTG. Thank you for your patience! 

Best regards  
/Frank & Fred

 
I dont Have the best experience with Frank and fred casino. On My first deposit i leveled up to level 5 or 6. All the gifts for leveling up where collected exept the gifts for level 2 and 3, because it Didnt function. When i pressed the gifts the Game just opened but the freespins wheel Didnt show up. A small matter ofcourse but the customerservice is almost impossible to contact. After i spoke to livechat 2 Times the problem still remained. i sent Them a email explaining My  issue. Got a respond 2-3 days after saying that i collected My gifts (level 2 & 3) and won a certain amount of money. I answered Them by sending a screenshot of My casinolog that their information was wrong. I then waited for 2-3 days more, got a responding email again. The answer was that they cant do nothing. Their leveling up/gift system doesnt work properly, but they wont do anything to get a Happy customer. And im just making this clear, Its not about money anymore, i just think they should handled the problem faster and easier. Lucky me i Didnt deposit Any bigger amounts (i allways start with smaller amounts until i see everything works properly at new casinos) so the overall rating for this casino is, like most the other casinos but with bad & slow customerservice. Wont be playing there anymore. Better luck to the rest of u:) 

 
Frank & Fred review.

The good:

- Very fast to make it to Gold level, which is the level when action starts for real in this casino.

- Nice free spins/super spins offers.

- Good supply of games - most of my favorites are there

- The web site is well laid out and finding your game is easy both on mobile and large screens/PC/Mac

- The right payment options are there and no fees for withdrawals/deposits for most options!

The so-so:

- Tried to get customer support but it was hard in the beginning. Now there is better responsiveness

- It is not clear what is required to reach the next bonus level. This should be known - in fact that would help people to stay motivated to continue playing... 

The bad:

- Some of the really cool games are missing (including several book of xyz games and some good games with high volatility that are featured in many streamers´ broadcasts.

- Some free spins bonuses and other "promotions" that I have already used keep on popping up on the list of to-do lists. Probably a start-up issue and I assume it will be resolved soon.

All-in-all feels like a good provider, so far so good !

 
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