Frank & Fred Casino - プレイヤーが誤って複数のアカウントを開設しました。

Dear Sir or Madam,

I am writting because of Frank&Fred Casino. 

I accidentially opened another Account at Frank&Fred Casino. I did not use any bonuses on any account.

After I made my second deposit with the new account, the account got banned.

Frank&Fred now wants to confiscicate the remaining Balance. 

I am not talking about winnings, I did not win anything, I am talking about whats left from my second deposit.

They want to confiscicate the remaining balance for not honoring their T&C, of course their T&C does not have a clause that allows them to confiscate money in such a case.

They are acting like the mafia and not like a serious online casino.

MGA/CRP/716/2019

Dear Lukas, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please, indicate if you used the same personal information when creating both accounts? Would you be so kind and confirm, that the disputed amount of €31 is the amount of deposit that the casino confiscated?

Additionally, if there is any other relevant communication between you and the casino except the screenshots you attached, please forward it to kristina.s@casino.guru (or you can post it here).

Looking forward to hearing from you.

Best regards, 

Kristina

Hello, I can't prove that because my account was banned in the middle of the game.

I deposited 2 x 50 euros and the 2nd deposit left 31 euros.

Hallo ich kann das nicht beweisen weil mitten während des Spiels mein Account gebanned wurde.

Ich habe 2 x 50 Euro eingezahlt und bei der 2. Einzahlung waren noch 31 Euro übrig.

Hello, Frank&Fred has refunded my remaining balance, this case can be closed.

Lukas, thank you for letting us know! I am glad that this issue was sorted out. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.