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# Other Casinos #: Casino does not pay out

Topic created on 03rd Jun. 2019 | Page: 1 of 1 | Answers: 7 | Views: 3,059
Martinex

Casino does not pay out

3rd Jun. 2019, at 07:33 pm CEST#1
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Good evening,



I have a big problem with an online casino called playfrank.com. I hope that you can help me somehow.

It is a non-payment of 10500€!







On Tuesday 28.05.19 I registered at the online casino playfrank.com and deposited at 12.14 by Paysafecard 25€. And got a bonus for new registration. I am not sure now but, I think that I had instead of the 25€ then 50€ total.

But, since I'm absolutely not a lucky guy anyway, the money including the bonus was quickly played down.

At 14.48 o'clock I deposited again by paysafecard 25€. And this time there was no money bonus, but a free spins bonus on the game Starburst. I think around 20 or 40 free spins... Maximum what I won warn 10€ or less.

And as I wrote to you earlier, I am absolutely not a lucky person....but after the second Deposit I somehow got lucky and won myself up on different games.

I have also checked in between my account to see if I have fulfilled my turnover requirements and have seen that it is now real money games or that I have fulfilled the turnover from the bonuses...



After a few hours I had won about 2950€, I was very happy and went to cash out and have me at 20.23uhr 2500€ paid out.

And it all seemed normal. I was asked how I would like to withdraw the 2500€. I decided to make a bank transfer to my account. I entered my data and it was good. At some point, came a mail from the support and it was in it that you have to verify from a withdrawal amount of over 2300 € his account. This, of course, I have done and have ale documents, such as picture of ID, both sides, valid proof of residential address, I have proven it by my latest bank statement and picture of the EC card ... I have fulfilled all this.

I still had about 450€ real credit on my account.

And thought to myself. I try my luck again.. And played further... Indeed, I had again lucked out! Whoo-hoo! I thought to myself... Ennnnnndlich times! I won a total of 8110€!

Bin then dierekt at 22.57uhr auf Auszahlung gegengen and have me again 7500€ auszahlen lassen bzw.dies zum Auftrag gegeben. A total of 10000€!!!



Since it was already late, I went to bed full of joy.



When I got up in the morning I saw that I got a mail from the support of the onlinen casino playfrank.com where it said in English that everything is fine with my data, but there are two points that I should improve... I had to upload my complete bank statement with the visible four corners of the bank statement and the bank logo and my EC card with only the six and four last digits of my IBAN No. I did this of course!



I still had 611€ in my real money account.

Sometime during the day I got another mail from support and was told that now all my data is complete and correct and the whole thing now goes to check.



In the afternoon I logged again at playfrank.com and immediately saw that my remaining balance on my account has decreased by 500€. Instead of 611€ which was left over from the fat win.

I immediately contacted a Live Chat employee and asked what was going on and where my 500€ was. And my transfer I have given in the order, was suddenly deleted. See picture two...



The employee said he would pass on the question or message to the support because he also did not know what was going on... A few minutes later, I received a mail from the support in English, according to the translated in German language:



I am writing this email to inform you that unfortunately we had to reset your withdrawal of £10,624.86 as your wins came from Daily Challenge Finn and the Swirly Spin Spins. According to our Bonus terms and conditions, point 4.4.1 applies and any wins from these are limited to a maximum payout of £100.

Bonus T&C, Term 4.4.1 .: "No deposit: If no deposit is required to claim the bonus spins. Wins from this type of offer are limited to a maximum payout of £100 (or currency equivalent). Any balance exceeding this amount will be debited from the account. "

As a result, we have removed the excess amount and left €100 in your account. We ask you to initiate a new withdrawal and will process it as soon as possible.

We apologize for the inconvenience, but we must ensure that the rules are followed to provide a fair experience for all players on our platform.

When I read this mail, I thought I was crazy!!! So I got lucky for once and I don't get my money after all! Ne impudence!
Above all, bonus AGB 4.4.1 stands.... If one has not made a deposit... I have DEPOSITED! Two times even!!!

In my opinion, I was cheated!

I ask you with all my heart for help and I would be very happy to get a positive answer from you if I have any possibilities to get my money back...


Everything I have told you is true and I can prove it according to screenshots and emails...

Thank you very much for your effort and reply

Yours sincerely Martinex



Edit: Removed links to the Apple store.

This post has been translated automatically

ruhrpott
Expert

Casino does not pay out

3rd Jun. 2019, at 10:29 pm CEST#2
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Hi,
if the spins come from a Deposit promotion, then the casino is unfortunately acting correctly. Is in almost all casinos so that wins from free spins are limited to € 100

This post has been translated automatically

Plattkaller
Rookie

Casino does not pay out

3rd Jun. 2019, at 10:38 pm CEST#3
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Well who believes it....

This post has been translated automatically

Plattkaller
Rookie

Casino does not pay out

3rd Jun. 2019, at 10:55 pm CEST#4
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£10,624.86 is approximately €12,000

This post has been translated automatically

Klempo77
Expert

Casino does not pay out

4th Jun. 2019, at 08:47 am CEST#5
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ruhrpott wrote on 03/06/2019 at 22:29: Hi,
if the spins are from a Deposit promotion, then the casino is unfortunately acting correctly. Is in almost all casinos so that wins from free spins are limited to € 100.

But not from deposit spins. They usually have no payout limit

This post has been translated automatically

Begbie
Elite

Casino does not pay out

4th Jun. 2019, at 09:28 am CEST#6
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i agree. support applied the "no-deposit-win" rule. which, according to your description, was not a win from a no-deposit bonus.

what does support say about this? it seems obvious that they are referring to a rule that is not applicable in your case!

This post has been translated automatically

Stromberg
Legend

Casino does not pay out

4th Jun. 2019, at 10:22 am CEST#7
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Have you played the game Finn and the swirly spin at all?

This post has been translated automatically

salih

Casino does not pay out

9th Jun. 2019, at 03:40 pm CEST#8
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WARNING! FINGER AWAY FROM EVERYMATRIX CASINOS like FANTASINO!
TOTAL FRAUD! NO PAYOUT For one month!
I won 1100 euros from Fantasino, you do not pay out. Allegedly SIe have technical problems or similar. They only have excuses.
I am not the only one, many players have the same problems.
look what they write:

Dear Salih97,
Indeed we are currently solving a situation related to the withdrawals in our website. Some external factors have delayed the resolution of this issue. We deeply apologize for this.
Until the issue is resolved, we are advising customers that are trying to request a withdrawal, to please put their accounts in Cool Off or add some Limits to the account, to avoid the Risk of losing the funds. Our priority is for you to receive your winnings at the earliest convenience.
We will keep you informed once we have solved this situation. Thank you for your patience and understanding.


Fantasino is an Everymatrix casino and many players also complain about no payout.
They accept Deposit but do not make withdrawal.
Hands off this casino.

TOTAL FRAUD!!!!

This post has been translated automatically

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