New Casino FrankFred - Feedback

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Hi Clinckerino,

I am sad to hear you encountered troubles when trying to play with us. If you could PM me your details I can check internally what the best cause of action would be.

 
I wish i had read letsgiveitaspin topic about frankfred before playing..He explains briefly and correctly the terms and conditions of the deposit bonus In conparison with the frankfred support where i was told differnet things by differnet support agents...Also Kim clear states that the deposit and bonus must be wagered where as the frankfred site misleads players by stating -that the total ammount of wlcome bonus must be wagered -without stating that the deposit must be wagered also.I explain briefly in the complaints section.

 
Nmorebonus said:
I wish i had read letsgiveitaspin topic about frankfred before playing..He explains briefly and correctly the terms and conditions of the deposit bonus In conparison with the frankfred support where i was told differnet things by differnet support agents...Also Kim clear states that the deposit and bonus must be wagered where as the frankfred site misleads players by stating -that the total ammount of wlcome bonus must be wagered -without stating that the deposit must be wagered also.I explain briefly in the complaints section.
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Hi Nmorebonus,

I'm sorry to hear that the agents gave you different and incorrect information, it's obviously not acceptable and I'll follow-up to ensure it's crystal clear going forward. 

In terms of the rules and what "most casinos" do I'll leave that open. But for Frank & Fred and the Welcome Package bonuses, the wager of the whole amount refers to both the deposit and bonus. And in terms of the actual mechanic we offer; Our bonuses always take a part of the bet from deposited funds and the other part from the bonus funds. Winnings are split the same way around, meaning that you can forfeit your bonus, which will then result in half the balance being forfeited and the other half turning to real money. Since you contribute wagering towards the bonus with all bets, we felt it was clear that the "..total amount of the Welcome Bonus.." referred to both deposit and bonus funds. We'll review the wording.

Let me know if you have any other questions and feel free to PM me if you'd like.

 
Hi again Clinckerino,

I am sorry to hear that the Payments team never made contact. I've asked them once more to look into your issues and revert back with a solution. 

I've also left a little early Xmas gift in Fat Santa for your long wait time.

 
FrankFred Casino said:
Hi again Clinckerino,

I am sorry to hear that the Payments team never made contact. I've asked them once more to look into your issues and revert back with a solution. 

I've also left a little early Xmas gift in Fat Santa for your long wait time.
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Thank you very much, but I can not use them, since some of the games are restricted to Bulgaria.

Update : The documents have been approved and the support told me that I Can not use my CC to deposit and get the bonuses and the promotions.

I can use Neteller, But if i deposit via it, i Can not claim anything.

The only way to claim bonuses and promotions are if you deposit via CC... How to proceed....

 
Clinckerino said:
Thank you very much, but I can not use them, since some of the games are restricted to Bulgaria.

Update : The documents have been approved and the support told me that I Can not use my CC to deposit and get the bonuses and the promotions.

I can use Neteller, But if i deposit via it, i Can not claim anything.

The only way to claim bonuses and promotions are if you deposit via CC... How to proceed....
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Hi again Clinckerino,

Apologies. Did not think of restricted territories. I moved the gift to Starburst instead.

I've also sent you a PM regarding your case. 

 
Okay, after some tries again, I made a deposit via CC.

So... They must verify all of your documents so you can make deposit via CC. Maybe yesterday there was a delay, but 2 hours after appoved documents, I made a deposit.

Have fun and good luck to all.

 
What is the bonus wagering on frankfred for CG players?

And what is the wagerin for relaod bonus on frankfred for CG players?

Im asking becouse i was to live chat and asked about them and i got this answer:

( 13m 7s ) Sanna: (deposit+bonus)x40 :)

Then i ask is it the same for casinoground players (did explain what CG was)

( 15m 59s ) Me: so what is my wagering.. or is it the same as for everyone ?( 17m 36s ) Sanna: Okay i see now! Yeah exactly it's the same for everyone.

I got a ticket with Frankfred that already taken 2 weeks, still no solutions and im talking with the team leader of support. 

80x wagering is........

 
Opened up account there some time ago, made required deposit for their welcomebonus ( think it was 100% +200 fs, 20 each day for 10 days in Starburst ). On the third day the spins didnt activate so I reached out to support who then urged me to deposit again. I explained that I allready made the required deposit for the welcome bonus and that I allready tried all the usuall meassures ( clearing cookies, login via chrome inkognito, try alternative browsers ect). this went one for a while, and everytime i talked to a new staffmember they made me explain everything again. I finally got so frustrated I just asked them to terminate my account (think it just got frozen).I´ve seen similiar cases around forums, negleted chattsupport sometimes even almost insulting the customers.

I do hope they dont make it for  the new swedish license for the approaching new year .

 
spiker1977 said:
What is the bonus wagering on frankfred for CG players?

And what is the wagerin for relaod bonus on frankfred for CG players?

Im asking becouse i was to live chat and asked about them and i got this answer:

( 13m 7s ) Sanna: (deposit+bonus)x40 :)

Then i ask is it the same for casinoground players (did explain what CG was)

( 15m 59s ) Me: so what is my wagering.. or is it the same as for everyone ?( 17m 36s ) Sanna: Okay i see now! Yeah exactly it's the same for everyone.

I got a ticket with Frankfred that already taken 2 weeks, still no solutions and im talking with the team leader of support. 

80x wagering is........
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Hi spiker1977,

If you signed up via CG to Frank & Fred your welcome bonuses should all carry 25x total amount WR = 50x.

Please PM me a summary of your case and your details so I can look into it.

jaws38 said:
Opened up account there some time ago, made required deposit for their welcomebonus ( think it was 100% +200 fs, 20 each day for 10 days in Starburst ). On the third day the spins didnt activate so I reached out to support who then urged me to deposit again. I explained that I allready made the required deposit for the welcome bonus and that I allready tried all the usuall meassures ( clearing cookies, login via chrome inkognito, try alternative browsers ect). this went one for a while, and everytime i talked to a new staffmember they made me explain everything again. I finally got so frustrated I just asked them to terminate my account (think it just got frozen).I´ve seen similiar cases around forums, negleted chattsupport sometimes even almost insulting the customers.

I do hope they dont make it for  the new swedish license for the approaching new year .
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Hi jaws38,

Sorry to hear you had issues some time ago. We've followed the satisfaction levels closely on all Support related contacts and I'm happy to say that we are now on great levels! As with anything new, it takes some time to build the knowledge and processes.

We are getting our own license in Sweden, which should be official any day now!

 
Hi frankfred

I give Support team leader Viola one more try (maybe 3 time lucky?)  If not i send you the pm. Is the reaload Wagering x depending on what lvl you are?

 
spiker1977 said:
Hi frankfred

I give Support team leader Viola one more try (maybe 3 time lucky?)  If not i send you the pm. Is the reaload Wagering x depending on what lvl you are?
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Hi again spiker1977,

Yes exactly. The Reload wagering starts out at 35x for all New and Bronze players and as you progress you'll get increasingly lower WR until you reach the Black level whom have 1x WR. You have the full break down here: https://www.frankfred.com/en/the-club 

 
I`ve made 3  deposits - had to talk to support about bonuses, but everything got sorted out. Made 1 withdrawel and the money is transferred to my account. I I felt it was about time that @FrankFred Casino got some nice feedback as well.  Learning by doing !

 
FrankFred Casino said:
.

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Hi jaws38,

Sorry to hear you had issues some time ago. We've followed the satisfaction levels closely on all Support related contacts and I'm happy to say that we are now on great levels! As with anything new, it takes some time to build the knowledge and processes.

We are getting our own license in Sweden, which should be official any day now!
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Im sad to hear you got your license, hopefully you have improved after the new year when the swedish customers can file complaint straight to the swedish lottery inspection. VET HUT!

 
sorry62 said:
I`ve made 3  deposits - had to talk to support about bonuses, but everything got sorted out. Made 1 withdrawel and the money is transferred to my account. I I felt it was about time that @FrankFred Casino got some nice feedback as well.  Learning by doing !
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Congratulations on your win and thank you for the nice feedback :)

Rexxor420 said:
@FrankFred Casino

Will there be any time soon more depposit methods like Skrill, Paypal, Paysafecards?
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We are consistently adding more payments methods and in general we start out with our focus markets and then other markets are added on when there's time. We are looking into adding Paypal, but unfortunately I do not have an ETA at this point in time. 

 
Casinofreak said:
Any Norwegians here who have made withdrawal from FrankFred?

How long did it take before it reached bank account
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Hi Casinofreak,

As you might be aware, there has been some development in the Norwegian market recently, affecting payments processing. In an effort to mitigate the impact and ensure all our Norwegian friends have the best possible experience, our Payments team has been scouring the market and recently released Skrill Rapid Transfer (https://www.skrill.com/en/business/rapid-transfer/). 

In order to make a withdrawal with Skrill Rapid Transfer you need to make a deposit using it (Min. dep works), and then, given we have any potential KYC documents needed, your withdrawal will be processed from our side within a few hours (in the morning if it was requested during the night) and then your funds will land on your bank account 24-72h (banking days) later. 

Our hope is to be able to expand on the payments options that we can offer our Norwegian players, and we're looking into a few different options that (hopefully) will work and be Live soon.

 
FrankFred Casino said:
Hi Casinofreak,

As you might be aware, there has been some development in the Norwegian market recently, affecting payments processing. In an effort to mitigate the impact and ensure all our Norwegian friends have the best possible experience, our Payments team has been scouring the market and recently released Skrill Rapid Transfer (https://www.skrill.com/en/business/rapid-transfer/). 

In order to make a withdrawal with Skrill Rapid Transfer you need to make a deposit using it (Min. dep works), and then, given we have any potential KYC documents needed, your withdrawal will be processed from our side within a few hours (in the morning if it was requested during the night) and then your funds will land on your bank account 24-72h (banking days) later. 

Our hope is to be able to expand on the payments options that we can offer our Norwegian players, and we're looking into a few different options that (hopefully) will work and be Live soon.
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Well i have already made a withdrawal by bank transfer, which was approved on 17.05 but has still not received anything. Is it so that this will not work or?

 
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