Frank Casino - 入金方法の問題により、プレイヤーの出金がブロックされました。

The casino claims that I deposited from an account that isn't mine and that it's against their rules to make deposits from accounts that are not in my name. However, I am also the account holder. The account has two holders, my son and me, so the account is also mine. They refuse to accept the proof that shows that I'm also the account holder from which the deposit was made. In fact, I've already made a deposit from this account and won 150€, and I was able to withdraw the money without any problems. It was only when I wanted to withdraw the 3000€ that they started making excuses, even though they had previously paid me withdrawals.

O casino alega que eu depositei de uma conta que não è minha e que está nas suas regras que não è permitido efetuar carregamentos de contas que não sejam minhas, mas eu sou titular da conta também, a conta tem dois titulares o meu filho e eu, logo a conta também è minha, e recusam-se a aceitar os comprovativos que provam que eu também sou titular da conta da qual foi feito o depósito, aliás eu já tinha carregado dessa conta e tinha ganho 150€ e procedi o levantamento sem problemas nenhuns, só quando queria fazer o levantamento dos 3000€ è que eles começaram a arranjar desculpas, quando já me tinham pago anteriormente levantamentos

Hello Cindinha1970,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Frank Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Was the first withdrawal processed before the verification? Who is the main owner of the account you used to deposit? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes, the first withdrawal was made before verification, yes I am the first account holder, from the moment I sent the purchase that I am the account owner they stopped responding

Sim o primeiro levantamento foi feito antes da verificação, sim eu sou o primeiro titular da conta, a partir do momento que enviei o comprativo que sou o proprietário da conta deixaram-me de responder

Hello Cindinha1970,

Could you please forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Dear Cindinha1970,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Already sent

Já enviei

Hello Cindinha1970,

Would it be possible to forward the confirmation that the account belongs primary to you? Please forward it to the same e-mail address.

Already sent

Já enviei

Hello Cindinha1970,

Can you please clarify when did you contact eCogra and if they did respond since?

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

not yet

ainda não

Would it be possible to forward the deposit confirmation and that the account belongs to you to nikolas.b@casino.guru?

Dear Cindinha1970,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.