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PlayFrank – Withdrawal dispute

Ruling

Found for the Casino - This player has exceeded the maximum allowed bet term while playing with a bonus. As such there is nothing we can do to help them.

Read our PlayFrank Casino Review.

Player's Complaint

Dear sirs,

I have requested a withdrawal from Playfrank for £5,000 but they have removed the funds from my account on the basis of betting abuse, see terms below:

As stated in our bonus policy, Bets, placed on any game, which abuse the betting system will not be counted towards the wagering requirements.

We reserve the right to withhold any amount in excess of the player's original deposit from a player's withdrawal if the player placed bets equal to or greater than £4 or £0.50 per line or 15 percent of the bonus amount before the wagering requirements for that particular bonus have been met

I have asked them several times to provide an explanation as to why the wager requirements balance went down after every single spin over £4 if bets, placed on any game, which abuse the betting system will not be counted towards the wagering requirements but I am yet to get a response.

If their terms stated above are correct then the wagering requirement should surely still be on my account as the spins over £4 should never have counted towards the wagering balance. With this wagering balance on my account this would also mean I should have never had the option to withdraw my funds, leaving me still with £5,000 in credit and a wager requirement balance.

Their terms also state We reserve the right to withhold any amount in excess of the player's original deposit from a player's withdrawal a withdrawal that should never have been possible on my account in the first place therefore they shouldn’t be able to withhold these funds.

Please can you provide some assistance on the matter above to get this resolved?

Many thanks in advance,

Read the casino review

1 Response

ThePOGG
May 07, 2020

Hi gb4444 - welcome to ThePOGG.com!

Sadly there is nothing we can do to help you in this instance. No regulator currently requires maximum bets to be enforced at the software level. It is your responsibility to ensure you do not exceed these limits.

All we can suggest is that you ensure you have read and understood the terms and conditions of any bonus you accept before you play in future.

Sorry we cannot be of more help.

ThePOGG

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Agreement

gb4444 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

May 7, 2020

The North American country of Canada shares a border with The United States of America and has coasts on the Atlantic, Arctic and Pacific oceans. The population of Canada is currently in the region of 37.8 million people. With regard to the gambling sector, Canada has historically existed in a grey area but in recent years there has been a move towards officially recognizing that casino gaming, slots play, horse racing, lottery play, video lottery play, charitable gaming and interactive gaming are permitted in the country’s borders. There is no land-based licensor, but online gambling appears to be perfectly legal for Canadian citizens who wish to play.

Disclaimer:

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.