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Play Frank - casino refusing me a refund


Declined - Complaints related to whether UK players should have been prevented from accessing gambling services are reserved to the management of the UKGC.

Read our Play Frank CasinoReview.

Player's Complaint

I opened a play frank account about 7 weeks ago. On the 11/07/23 the casino sent me an email saying my account has been self excluded due to me being already excluded on a sister site (they still haven't told me which one) which I was completely unaware of.

During my account being active I made deposits totalling £4264.02 and withdraws totalling £1203.92 leaving a difference of £3060.10

I have informed the casino that I wanted the difference refunded to me in full and they are refusing stating that when I registered with them I used a different address to the previous site.

I don't think that this is acceptable. All my other details used to sign up including email, mobile number, name and bank account details would be the same, but because I moved house they deem that as grounds to keep money they should not have had if they had done their due diligence and safe guarded what should have been an excluded player.

I think the fair outcome is I am refunded the difference and that way both myself and the casino are level and it is like I never had an account with them. Why should they be allowed to profit from not doing their job and preventing and account from being opened.

I have given the casino a fair amount of time to address this issue and after weeks of waiting, the response this morning was that they stand by their decision not to refund.

I therefore ask that this matter be looked into by an ADR to try and resolve this complaint and have my money returned to me. If there is anything else needed I can be contacted by via the email address above.

Read the casino review

1 Responses

User icon
August 17, 2023

Hi thefadedlines - welcome to!

Unfortunately there is nothing we can do to help you in this instance. The UKGC reserve management of this type of complaint issue to their own team. All we could do is suggest you contact the regulator.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 18k gambling operator websites for between 24 hours and 5 years.

You can also find information on the various support agencies available to support you in your country in our Responsible Gambling Directory.

Sorry we could not be of more help!


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thefadedlines 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:

  • PlayFrank
  • United Kingdom Gambling Commission
  • Malta Gaming Authority
  • EveryMatrix Software Ltd

August 17, 2023

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