– your source for reliable information about online gambling.

  • Over 2k complaints managed and $2 million returned to players.
  • The largest collection of detailed casino reviews available online.
  • Bonus value reports to tell you how bonuses really compare.
  • Detailed game guides to help you learn to play.

I certify that I am over 18 years of age and I have read and agreed to the:

We respect your privacy and won't share your email address.
Aweber logo
[X] Close this form and return to site
Close geo
Turn geolocation on
Locale settings

Currently viewing:

English in United States

Frank&Fred - Limit not working


Unresolved - There is some clear ambiguity in the definition of the word 'loss' in this instance, but given the regulator's historic position and our ADR role we do not feel we can provide a judgement on this matter.

Read our Frank&Fred Casino Review.

Player's Complaint

Hello Thepogg, I have set up a loss limit of € 1 a day for Frank and Fred to protect my outstanding payouts. Unfortunately, the loss limit didn't work and I was able to gamble away a € 2,000 withdrawal. The support wanted to explain the non-working limit with a net loss limit. However, I had deposited € 20 for the test where I was told in the chat that I could only gamble away € 1. This didn't work either and I was able to gamble away the € 20. My account was then blocked and the € 20 refunded to me. The casino refuses to refund the € 2,000. Evidence from chat and limit is available.

Read the casino review

2 Responses

User icon
January 3, 2021

Hi spacebear - welcome back!

I'll contact the operator and see what we can find out for you.



User icon
February 14, 2021

Hi spacebear,

I've discussed this issue with the operator. This is an ambiguous case.

Under MGA license requirements, licensees are not actually required to offer a loss limit at all. The guidance that the regulator has issued historically on this matter has directed that where operators do offer loss limits should be based on player deposits, disregarding winnings. The concept behind this is to protect players from experiencing financial losses, not to preseve wins. Under this interpretation, as your balance was made up of winnings rather than deposited funds, the loss limit would not have been triggered.

However, it does seem to me that the term 'loss' can be interpreted in multiple different ways, those being the reduction of balance from its present point or overall financial position and I do question whether the Frank&Fred system was clear enough in detailing how this system should function.

Given that the Loss Limit did function in the manner that the regulator has directed I don't feel that we - as an ADR serving on behalf of MGA licensees (albeit not Frank&Fred) - can rule against the operator. But given the ambiguety of the definition of 'loss' I don't feel we can fully support them either. As such this complaint will be ruled as 'Unresolved'.

Sorry we could not be of more help.


Leave a Reply

You must be logged in to post a comment.


spacebear consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Frank&Fred
  • Malta Gaming Authority
  • The Mill Adventure Ltd

January 3, 2021

United States country flag