PlayFrank – Withdrawal dispute
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.
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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,
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