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PlayFrank - MaxBet Scam

leol1912

By leol1912
in Casinos & Sports

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leol1912 Member

leol1912

Posted
Posted

Hey CG-Community, I want to tell you my story about PlayFrank:

I have stopped gambling for 4 months because I lost a bit more than i wanted to. Then, on friday I wanted to do a little gamble again after the long time and put in 80€ at PlayFrank. Then I got 100% bonus so I had 160€ for playing - with ca. 5000€ wager. I was really lucky and won enough to manage wagering. I had like 960€ in my account and cashed out 760€. Then I used the other 200€ to gamble a bit more and made it to a total withdrawl of 1460€. They wanted my documents for verification and everything was fine.

Then it happened. I got some emails that my withdrawls had been rolled back into my account - and there was nothing in my account. I contacted the support and they told me that ive violated the bonus rules because I've bet over 5€. - But I know I didnt to that.

The support told me I've bet up to 100€ (Am I crazy or what? :D). While doing the wager I 100% didnt bet over 5€ - The biggest bet was 4.50€ on Ramses Book. 

I lokked up in my transaction history at PlayFrank and it even says that I've done a single bet of 988€ on Immortal Romance (I dont think thats even possible) and 80€ in the same second. Those are the only 2 bets before the first cashout that I can see in my transaction history - the other bets seem to be lost. The problem is now that I cannot proof that I havent bet higher than 5€ because I cant see the other bets 

 

Im really upset right now that they wont give me my money. I think they are just trying to scam.

Has anyone made an experience like that? I dont know what to do - should I contact the mga?

playfrank_immortal2.png

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ANlMAL Newbie

ANlMAL

Posted
Posted

Get them to send you excel sheets with your complete game play and send yourself any email sent to them. If refused or you can prove that what they say is not right, do the math. I had similar on casinocruise they pulled a clause i know was not there as i went through it a dozen times as it was 2k off £10 but as i used the last day of my free spins i broke some  term they hid. Comical really.

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Nicola Advanced Member

Nicola

Posted
Posted

Clearly a error has occured here because those bet sizes are not possible on Immortal Romance. Non VIP MAX is €6.00, VIP €30.00 and selected download casinos are €300.00.

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Complaints:

Aggrieved players may send an email to support@playfrank.com with as much detail as possible.

In the situation that a compliant is not resolved to your satisfaction, the complaint becomes a dispute and you may escalate the dispute further to an independent third party alternative dispute resolution entity. We are using eCOGRA as an alternative dispute resolution entity. Disputes may be filed under http://www.ecogra.org/ata/dispute.php

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leol1912 Member

leol1912

Posted
  • Author
Posted

Heres an update to the issue:

They have a very nice support team and together with them, I could solve the issue.

They sent me the excel sheet and I could analyze everything. 

What was the issue:

I didnt know that the gambling features on some games also have the same maxbet. So it was clearly my fault.

They have put me into the state before the first "Overbet" - 570€ with 3.5K€ wager and I managed to wager this again - without using the gamble feature again :D

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Benibi Newbie

Benibi

Posted
Posted

Hey all,

I am new on this forum and don't want to be out of subject, so please let me know if that's the case.

Could you explain what means "I didnt know that the gambling features on some games also have the same maxbet.".

When checking online websites (except ask gamblers and thepogg which seems too big and not really spot on on some aspects) about the specifications of PLay Frank to see if it is a scam or not, I cannot find much informations outside of the standard reviews written everywhere online.

I found that website http://betcare.org/casino-reviews/play-frank-online-casino-review who is trying to put the abusive clauses of each casino in front page, but didn't see that one there, except if I don't understand exactly what it is? 

Did they tell you whether or not it was in the terms & conditions or if it is just something any casino gambler should know?

Thanks for your help !
 

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Andreas Advanced Member

Andreas

Posted
Posted

@Benibi Using the gamble feature in a slot is considered a bet with virtually all online casinos - but it's not always intuitive to the player that gambling a win also is a bet and therefore some players fall foul and gamble/bet more than €5 (the normal max bet on bonus) using it. Many casinos have started stating this in the terms to avoid seeing players do it, but I'm not sure if Playfrank have or not.

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Benibi Newbie

Benibi

Posted
Posted
23 hours ago, Andreas said:

@Benibi Using the gamble feature in a slot is considered a bet with virtually all online casinos - but it's not always intuitive to the player that gambling a win also is a bet and therefore some players fall foul and gamble/bet more than €5 (the normal max bet on bonus) using it. Many casinos have started stating this in the terms to avoid seeing players do it, but I'm not sure if Playfrank have or not.

Ok make sense! I hate this rule tbh, to me a winning should be a winning. But surely if casino don't show it in their T&C, they can be sued or they can have issues. Could be worth double checking Playfrank T&C then, and see.

Thanks for your answer !

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