SlotsAndSquats Posted 4 April, 2019 Share Posted 4 April, 2019 This could be a very serious breach by Frankfred. I'd say a scandal? What do you think? My deposit limits are set at: Day: 25.000 SEK (2.500€) Week: 50.000 SEK (5.000€) Monthly (100.000 SEK (10.000€) (No, I don't play that high so often but I put these limits upon registration, so I would not be restricted by limits.) So yesterday, on April 3 I deposited a total of 37.500 SEK over the day, first deposits early in the morning, I'd say around 1AM and the rest later that day. But my deposit limit is at 25.000 SEK. So 12.500 SEK (1.250€ over my daily limit) I did not even notice until I had problem deposit again after I had deposited 37.500 SEK so I spoke to support asking why and when they discovered this situation, she went on to block my account straight away in panic and said she must escalate this to support. (I was logged out so did not even have the chance to take proper screenshots but I copied our conversation) Obviusly she saw that something was very wrong here so kudos for acting properly and quick but in general this is not good, not at all. Limits are there for a reason and while I might not have a big problem with this, some people could have and it's really bad you can deposit over your limits. I am actually thinking to contact the Swedish Gambling Authority about this matter because if this would happen someone with a gambling addicition it could be a disaster. Opinions? Below is a picture of deposits, 37.500 SEK and even the 12.500 SEK would have worked if I did not chose the wrong bank in Trustly so I had to cancel it so if I would have chosen the correct bank the total deposits would have been 50.000 SEK with a limit per day at 25.000 SEK! That is a limit breach by 100%!!! Link to comment
Skylined87 Posted 4 April, 2019 Share Posted 4 April, 2019 Hey @SlotsAndSquats, I've forwarded this thread to Frankfred. Link to comment
WarKittehn Posted 4 April, 2019 Share Posted 4 April, 2019 Technical problems can occur and IT system will behave in a wrongful way this is in my opinion not an scandal but something that might happen. It’s bad and should not happen but it’s a new system and it might still be buggs that needs to be taken care of. But I feel it would be a scandal if Frank Fred is not reporting this themselves to the Swedish Gambling Authority Link to comment
Tussilago87 Posted 5 April, 2019 Share Posted 5 April, 2019 not sure but maybe you even have a case here to get the deposit back that is over the daily limit? Link to comment
SlotsAndSquats Posted 10 April, 2019 Author Share Posted 10 April, 2019 On 05/04/2019 at 14:13, Tussilago87 said: not sure but maybe you even have a case here to get the deposit back that is over the daily limit? Yes, that + compensation for this whole situation is a minimum. They wrote me an e-mail like 5-6 days ago saying this case has the highest priority. I don't understand how it can take 1 week to contact me back and solve it. What's even worse is that they don't even answer the e-mail I sent them 2 days ago asking how it's going. I assume they hope I will just forget this. Well, that's not going to happen. Link to comment
Kevepo87 Posted 10 April, 2019 Share Posted 10 April, 2019 That's really not professional from them... I hope they will soon resolve this. Something like that shouldn't happen. It unacceptable ! Link to comment
SlotsAndSquats Posted 14 April, 2019 Author Share Posted 14 April, 2019 Today it has been 11-12 days and nothing is happening. @Skylined87 @LetsGiveItASpin Do you have some sort of contact with Frankfred cause this is pathetic. Are these the kind of casinos you are highlighting for followers? "Highest priority" Yeah, sure indeed. Link to comment
LetsGiveItASpin Posted 15 April, 2019 Share Posted 15 April, 2019 I have pinged them once again, no clue how it could have happened as I remember when I hit my deposit limit there was no way I could go over it. Link to comment
Mickebond.1337 Posted 16 April, 2019 Share Posted 16 April, 2019 Why would you even try and deposit more if you knew your limit was 25k? Link to comment
KartoffelLulaaaaatsch Posted 17 April, 2019 Share Posted 17 April, 2019 Scary Stuff. Hope they reply fast and act Professional, this make them look Bad if they cant even give a proper statement within 2 days... Link to comment
SlotsAndSquats Posted 22 April, 2019 Author Share Posted 22 April, 2019 On 16/04/2019 at 09:05, Mickebond.1337 said: Why would you even try and deposit more if you knew your limit was 25k? What does that even have to do with the whole thing? Pretty useless info. I saw that I exceeded my limit when a deposit failed but at that point I had already went 12.5K sek over my limit. Still no response and solution from Frank and it has now been almost 3 weeks since the situation occurred. This is a complete joke casino. Stay away!!! Link to comment
SwallRatchet Posted 22 April, 2019 Share Posted 22 April, 2019 Idk could be something with the fact you played at 1 am, I don't know much about this kinda stuff but could be something with the times zones that could have messed up possibly. Link to comment
FrankFred Casino Posted 23 April, 2019 Share Posted 23 April, 2019 Hi, Thank you for bringing this to our attention. The root cause has been identified and also a fix deployed to ensure this scenario does not happen again. Any player affected by this will be contacted by the relevant team during the day. Link to comment
SlotsAndSquats Posted 25 April, 2019 Author Share Posted 25 April, 2019 During the day? It's Friday in 2 hours and I have not been contacted. I even emailed my phonenumber 2-3 days ago and told FrankFred to call me and solve the situation like adults. Did I get a phone call? Well, no. Link to comment
SlotsAndSquats Posted 26 April, 2019 Author Share Posted 26 April, 2019 On here Frankfred Rep says that the investigation is solved and a fix has been applied and ALL affected players would be contacted during Tuesday. Now it's late Friday and Frankfred livechat says it's still under investigation and I will get a response as "soon" as they are done. It's beyond me how anyone could actually stream and highlight this Casino but hey, I guess money talks. "As long as I get my money, I don't give a f*** what happens to other peoples money". #WorldMentality2K19 Link to comment
Dbaird123 Posted 26 April, 2019 Share Posted 26 April, 2019 Your 12.5k should be returned as its a breach of the casinos t&c no questions asked. If you are a UK player and it's not returned GOTO the ukgc and make a conplaint failing that casinomiester and ask for a FAB to be made. Link to comment
SlotsAndSquats Posted 29 April, 2019 Author Share Posted 29 April, 2019 On 26/04/2019 at 18:58, Dbaird123 said: Your 12.5k should be returned as its a breach of the casinos t&c no questions asked. If you are a UK player and it's not returned GOTO the ukgc and make a conplaint failing that casinomiester and ask for a FAB to be made. I am not from UK. I am from Sweden. This is bad. 1. They don't respond here, just a general post saying "problem solved, hope it won't happen again". 2. I told them to call me on the phone, to solve the situation like adults. No response for 1-2 weeks to that email and no phone calls. 3. I have sent other emails with no response and when they finally answer back after a week or so it's just a standard email saying "they are investigating" and will let me know as soon as they have an answer. 4. Post here above claims all affected players will be contacted during the day (last Tuesday). One week later and I have not heard a single word. I guess 12.500 SEK is a lot of money to Frank Fred to make right. 5. It was also claimed a fix had solved the problem and It should all work fine now. Then why not contact me and solve the refund cause obv a 12.500 SEK refund is the logical thing since I should not have been able to go over my limit. 6. I am guessing Frank Fred just want me to forget about this. 7. My account is still locked, so I can't play. Even though the problem is fixed according to Frank Fred here on CasinoGrounds? 8. Let's add the fact that It takes them about 1 week to answer an email. Does this sound like a Good Casino with superb Support to your ears? Link to comment
Tussilago87 Posted 29 April, 2019 Share Posted 29 April, 2019 been following this thread from day 1, this is just getting rediculous, talking to spelinspektionen would probably put some fire in their butts, just sad it has to be this complicated. Link to comment
SlotsAndSquats Posted 29 April, 2019 Author Share Posted 29 April, 2019 I sent this email 3 working days ago (5 days) and I have not got a response. And they say that this case has highest priority. They sure must have a lot of things going on at FF. I have to say that @LetsGiveItASpin should stop to promote this Casino and instead focus on a much better Casino, like Leo or MrGreen because reffing people to play at this place, no words. Sorry Kim but I have played at many casinos and this case is down there in the bottom in customer support. I'd never dare to have much money on this site and my recommendation would be to stay away from all of the sites offered by PlayCherry Ltd. Casinos. (Google Translate from Swedish): So, would you be so kind to explain why you wrote on Casinogrounds on Tuesday, the following: "Hi, Thank you for bringing this to our attention. The root cause has been identified and also fixes it to ensure this scenario does not happen again." This was written on Tuesday. Soon it is Friday and no one has feedback to me, either via email or phone and my account is still closed. Can't log in and have not seen the smoke of any repayment of 12,500 SEK that you should arrange by taking a little damn responsibility over your bugs. Then I have not even included frustration compensation and the whole of this scenario but only the amount that exceeded my limit.So what is happening? Why haven't I been contacted? Sincerely Link to comment
SlotsAndSquats Posted 2 May, 2019 Author Share Posted 2 May, 2019 Tomorrow it has been 1 month! NO solution and NO contact from FrankFred. NO money back and account still closed. This weekend I am going to contact the biggest 2 newspaper in Sweden and write how FF abuse deposit limits. Link to comment
SlotsAndSquats Posted 2 May, 2019 Author Share Posted 2 May, 2019 @FrankFred Casino Just give me a Champions League Final ticket for Madrid and keep the money and we're all happy again... Link to comment
FrankFred Casino Posted 2 May, 2019 Share Posted 2 May, 2019 Hello again, Without going into any specifics I've chased the responsible team a dozen times, and the reason I made my previous post was due to the fact that, that was the information I was provided with. It's still with the compliance team, and given the OP's posts of contacting Newspapers, SGA and the overall conclusions there will be no more post from us. This case will be handled via the official support channels. Link to comment
SlotsAndSquats Posted 15 May, 2019 Author Share Posted 15 May, 2019 This is awesome! No solution and dead silence from Frankfred on emails. They have had plenty of time now. I won a good amount of money a couple of days ago. I wonder if one should hire a ..... (imagine what I am thinking. No it's not a lawyer) I will come back here when 2 months have passed and send everyone an internet cake to celebrate the very fast working speed that surrounds Frank Fred! Link to comment
FrankFred Casino Posted 27 May, 2019 Share Posted 27 May, 2019 Hello, I've now been informed that this case has been resolved and the player in question contacted. We do apologise for the long delay in this errand, it was basically down to that it was a mix of Tech and Responsible gaming. Good news is that similar scenarios should never be able to happen again. (And Sorry S&S, no 2 month anniversary this time..) Link to comment
SlotsAndSquats Posted 2 June, 2019 Author Share Posted 2 June, 2019 Update: Some Casinos are actually doing the right thing. It's not very common these days *Caugh* Frankfred apologized for this situation and that it took way to much time to solve. Almost 2 months is pretty bizarre. Either way. They refunded me 12.500 SEK which I then basically donated back to them in 20 minutes. Again, I just wanted the issue fixed so other people won't fall or experience the same issue that you could deposit over the limit. In my opinion this took way to much time and gave me some frustrated evenings but atleast they made it right. Contact could have been much better between the parts involved. Sometimes I sent emails and it took a week to get an answer. According to F&F this issue should now be fixed, which makes me glad. And the case should be considered solved. Link to comment
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