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PlayFrank – Refund due to problem gambling not being picked up on by staff


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 PlayFrank Casino Review.

Player's Complaint

Hello I was a customer at this casino and was asking for bonuses a lot due to problem gambling. This was not picked up on by staff even though there were many red flags I spoke with an advisor at the casino on the 6/03/2020 who closed my account and told me he would raise a refund request as I mentioned I felt extremely financially vulnerable as I had spent all of my money 300 pound to be exact and was in fear of losing my home and job. It took them all of 12 hours to come back with a response email which I have for evidence which they told me I was not entitled to a refund there was no explanation as to what they had done to get to this answer or how they investigated this case. As problem gambling is a serious issue I expected this company being so well known for them to have taken this much more serious as they were happy to help when I was a customer seems now I am vulnerable they do not want to know at all

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1 Response

Mar 09, 2020

Hi dancer210 - welcome to ThePOGG.com!

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 12k gambling operator websites for between 24 hours and 5 years.

Sorry we could not be of more help!


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dancer210 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
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • EveryMatrix Software Ltd

March 7, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.


The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.