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[RESOLVED] Frank & Fred casino closed my wife's account with over 1000€ in it

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Posted (edited)

I and my wife have a common economy and share all our money together. We also play casinos together. We have our own and also our common bank accounts.

A couple of days ago we were playing on my phone on my wife's account (I have blocked my own because I tend to get a bit too excited  - so we only play together). Unfortunately I deposited 600 Euros from my bank account. 

We ended up with 1050€, so a neat profit.

Now my wife received an email that her account has been closed. Nothing about the money, just a short email.

We admit the mistake but let's see if they are customer service oriented and pay us our money or if they choose to be bad to us. I guess they can, but it would be big bad will.

I'll keep you posted. If someone at Frank&Fred sees this, do respond!

Edited by nallez1
Added a sentence

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Don't think they can just keep the money, I'd suggest opening up a complaint at askgamblers if they do not respond.

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You totally broke the T&Cs so your in faulth here. But i don’t think they can keep your original deposit. Contact them.

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Posted (edited)

They should give you back the deposit as the transaction should be voided.

There is no way for them to know any of this involved your wife at all, the casino will be suspecting, as they should, that a problem gambler, someone who gets too excited to the point that they blocked themselves, has found a sneaky way of bypassing their responsible gaming tools.

They shouldn’t honour what you won as the deposit should never have happened in the first place.
 

No complaints service will push to get you the winnings, they will only seek to get the deposit. You don’t have a leg to stand on and you’ll be lucky if you wife’s account doesn’t get closed permanently as it has been shown to be compromised.

Edited by dirtystack

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Casinos are the shadiest thing ever. Frank Fred is a horrible casino and frequently disallows bets on roulette that will win big. Your bet will always be rejected and you will log back in and always see your jackpot number come in. I have seen this 3 times in the last month where my bet has been rejected and a 500x came in on lightning roulette

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Got nothing to do with account sharing, finding a way to play on a site you have blocked yourself from for whatever reason. Completely unrelated.

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Thanks all for the comments. I know this is my/our fault. It's a good point about the deposits - 600€ in total from my account. Maybe this can be refunded, that would at least be some relief. Let's see.

 

1 hour ago, dirtystack said:

Got nothing to do with account sharing, finding a way to play on a site you have blocked yourself from for whatever reason. Completely unrelated.

The reason they told me was that we used a 3rd party payment (my bank account). 

 

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The problem is that you self excluded your account and deposited on your wives account with your bank account.

I'm pretty sure that if you check their T&C there is a section about this and what kind of action the casino can and will take.

Hopefully they will be not too harsh about your deposit.

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17 hours ago, OneMoreBet said:

The problem is that you self excluded your account and deposited on your wives account with your bank account.

I'm pretty sure that if you check their T&C there is a section about this and what kind of action the casino can and will take.

Hopefully they will be not too harsh about your deposit.

So far, they went  totally silent on us. I'm sure you're right, but then there's also customer service attitude. If they took the extra effort of calling my wife, she would testify that we played together. Let's see. Life goes on, but even if somebody does wrong, a service providers should always try to be kind and try its best to resolve an issue, and not assume the worst.

 

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No.

They have to assume the worst.

Otherwise every money lender, person bypassing responsible gambling tools, everyone committing fraud, and everyone colluding will be given the benefit of the doubt and the casino will get fined millions and millions of whatever currency, lose it's license and be shut down for incompetence. 

They should make an exception in this case and prove that they have good customer service by been kind to you?

No, they have to continue within the operational codes of practise they have set up which complies to the guidelines set out by the regulatory bodies that govern how they operate. There is nothing within these guidelines advising any operator to make exceptions for a particular customer when a violation, however slight, of their policies takes place. 

 

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They cannot keep you’re deposit and it should be refunded end of. 
 

They have to refund you surely? 
 


 

 

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Posted (edited)

I had the same problem at introcasino, but it was resolved after we sent proof that my wife's bank account could be used by me with her authorization, The only thing they did was I couldn't use my wife's bank account anymore :)

Edited by Kosmankasa

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Update, we've now shared all accounts (statements, deposit receipts), ID cards for both me and my wife. At least they're still reviewing so hopefully we'll get some good news. @Kosmankasa - your post helped a lot, we have the right to use each others' accounts, and that might prove important - let's see.

 

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Update: Frank & Fred have now paid the money to our account, in fact it wasn't 1050, it was 1170 Euros. It took a lot of time - we had to verify the identity of the whole family since our common account was also used at a stage and it was in our son's name. 

Big thanks to Frank & Fred casino for the customer service. It is totally understandable that they have to do the due diligence in these cases, and now I can say with high confidence that this casino is a good one to play at!

Fyi @Brian porter

@Kosmankasa

@dirtystack

@OneMoreBet

@joshybuoy

@olempiaps

@SquareTude

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Great outcome for you! Watch out next time 😉

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Thanks for update, glad you got paid.

This kind of thing is a real headache for casinos, online and off.

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Thanks for the update and great news! 

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I had my doubts how (if) you played together on your phone, with the money funded from your own bank account. 

But hey you got paid, i must not be so cynical, congratulations!

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17 hours ago, vanHooff said:

I had my doubts how (if) you played together on your phone, with the money funded from your own bank account. 

But hey you got paid, i must not be so cynical, congratulations!

We DID play together, and yes it was on my phone, but we made the first deposit with my wife's account and the next with mine, so that maybe helped the case. It was actually an earlier usage of a third account, several weeks earlier, that was the big problem. That one is our common account but the owner of it is my son, which made it tricky... But I was able to show that it was a common account so all good.

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