New Casino FrankFred - Feedback

[cabzla]

well i closed my Account following reasons 

- getting Promised email 5 free spins on Login.  no spins where credited 

- Promised 25 spins on mirror mirror on my First deposited on Top of the 100 spins.  Never got them 

- i know my mistake did a deposit via paysafe had no Deposit Bonus Added anyway its 5 min programming Work to remove the options in Deposit when selecting a Bonus or a small Red warning my First Time that on psc the Bonus does not credited 

- 5% fee on psc 

- when discussed the issue i had i got a Read the Terms your fault buddy response and no Hey sorry you got no freespins Added and the bonus Thing here small gift 30 freespins Nope that keeps the Customer 

- felt kinda cold livechat like they dont want to chat with  you 

 

Pros 

 

- Good Deposit options 

- Good Collection of Games 

- i like the no Deposit 5 - 100 spins on signup 

- i like how the site is Build 

 

[FishyboneGaming]

Having issues once again, now for a week and a half almost two weeks ( it will be on friday ) I've been waiting for a canceled withdrawal of 4K, your chat gives me the same answers and nothing really happens. Its been almost TWO weeks since the moneywithdrawal I cancelled has been refunded to my account, and I'm wondering whats going on. They tell me you are waiting on answers from Visa, from the relevant departments, bla bla bla and whatnot. This cant be for real and I feel treated super poorly by the livechat. Can you as a representative please look into my account? We're talking something that should of been in order the day or second day after.

[Fornjot1]

Great casino. Quick and pro customer support. Deposited nok 3000 (Eur 300) without any bonuses, 15 min later I hit a 2665X win on Eastern Emeralds at at nok 60 (EUR 6) bet, getting personal record win of nok 159990 (EUR 15990). The next day I got a nok 45000 (Eur 4500) win on King Kong Cash. I love this Casino. Got all the best games

[Meowcat90]

Is bonus money through leveling added automatically and wager free? It appears I have gotten 2*50nok bonus money, but didn't notice it being added to account. I was playing, so it is possible it was added without me noticing (but I assume if it has wager, it would be optional to collect?), but considering the hassle with collecting free spins, I wasn't sure there were similar issues with collecting other prizes?

[FrankFred Casino]

9 hours ago, Meowcat90 said:

Is bonus money through leveling added automatically and wager free? It appears I have gotten 2*50nok bonus money, but didn't notice it being added to account. I was playing, so it is possible it was added without me noticing (but I assume if it has wager, it would be optional to collect?), but considering the hassle with collecting free spins, I wasn't sure there were similar issues with collecting other prizes?

Well played Meowcat90!

Any Free Money bonus you unlock from the Loyalty program is as of now automatically credited. It's basically down to a limitation of the system and something we are looking to correct as soon as possible. Rest assured, as even though these bonus money come with a wager requirement as per your Loyalty Group, they do not block or lock any of your Real Money. 

[pausefisk]

Unfortunately it seems like this casino allows affiliates that isnt GDPR compliant. Beware!

I have an ongong thread about it here, check last post: (let us know if you have recieved SMS SPAM awell!)

 

[anthonyallanbirkitt]

Do not join any of these peoples stuff there casinos are investigateing them for allowing there mods to serious abuse and bully people they aint bothered about anything but greed and money they was told 6 times to tell there joeys to stop there abuse there reply were vip know one will do anything just shows you what money does to people ill do all i can to get rid of these kind of people know one should allow bullying simple...

[FrankFred Casino]

Hi,

@pausefisk I've responded to you in your thread to keep this thread clean. Basically we've taken action on the partner in question and we appreciate you bringing this to our attention! 

@anthonyallanbirkitt I am sorry, but I do not really get what you're saying... If you'd like to elaborate further or PM me your details I can have a closer look.

Have a great week everyone!

[Yug0Slavish]

@FrankFred Casino I quite like this new Casino, but i am missing a lot of slots and a few providers like Merkur. Will you add Merkur in the near future? Also you have Gamomat, but only a few slots, you have Novomatic but only three slots as far as i can see, will you be adding more slots from these providers? It would also be helpful if you could add so that you can list the slots after providers or if you could add so we can search after providers.

[FrankFred Casino]

11 hours ago, Yug0Slavish said:

@FrankFred Casino I quite like this new Casino, but i am missing a lot of slots and a few providers like Merkur. Will you add Merkur in the near future? Also you have Gamomat, but only a few slots, you have Novomatic but only three slots as far as i can see, will you be adding more slots from these providers? It would also be helpful if you could add so that you can list the slots after providers or if you could add so we can search after providers.

Hi Yug0Slavish,

Thank you for your input!

I'll see what we can do for Merkur. We are always interested in great content! With regards to both Novomatic and Gamomat you are right. When launching these suppliers it was decided to focus on the best content, leaving out some of the older, less popular games. I'll see what I can do, but for sure all new titles will be released! On another great Supplier note, we'll soon get Amatic's games.

An improved Search is in the pipe-line for the future!

[TimSchaeffer]

@FrankFred Casino will it be possible to join your site one day when you live in the netherlands? i see when i press kim's link my country is blocked.

[m3evil]

On 17/08/2018 at 00:01, Fornjot1 said:

Great casino. Quick and pro customer support. Deposited nok 3000 (Eur 300) without any bonuses, 15 min later I hit a 2665X win on Eastern Emeralds at at nok 60 (EUR 6) bet, getting personal record win of nok 159990 (EUR 15990). The next day I got a nok 45000 (Eur 4500) win on King Kong Cash. I love this Casino. Got all the best games

Nice wins!  How long did the withdrawal take? 

[m3evil]

Anyone know anything about withdrawal times? 

They say up to 72h for approval.. Is it that or are they faster? 

[FrankFred Casino]

Hi 

@ TimSchaeffer, one day it will be possible for sure! At this point in time I unfortunately cannot tell you when this great day will take place. As soon as I have more concrete information to share I'll revert back.

@ m3evil the 72h listed is worst case scenario. The average processing time is around 7h, and is quicker during the day and evening, where as it's a bit slower during nights. 

[WarKittehn]

How long should it take to receive the gift for dinging gold Lvl? 

  

Been waiting around a month but maybe that's normal  

 

[FrankFred Casino]

On 11/09/2018 at 21:06, WarKittehn said:

How long should it take to receive the gift for dinging gold Lvl? 

  

Been waiting around a month but maybe that's normal  

 

Hi,

First of all I apologise for the late response, but due to family reasons I had to be out of office last week.

Unfortunately we ran into some production issues, causing a delay, which has now been fixed and the deliveries are on their way! If you've not already received them, you should get your welcome gift this week. If it has not arrived by Friday, please PM me and I'll have a closer look. Well done on reaching Gold! 

[Nippe]

On 17/09/2018 at 12:52, FrankFred Casino said:

Hi,

First of all I apologise for the late response, but due to family reasons I had to be out of office last week.

Unfortunately we ran into some production issues, causing a delay, which has now been fixed and the deliveries are on their way! If you've not already received them, you should get your welcome gift this week. If it has not arrived by Friday, please PM me and I'll have a closer look. Well done on reaching Gold! 

What about novomatics on frankfred? If im rember right there was some games lika Lady Lucky charm or am wrong?   

 

brgds /N 

[FrankFred Casino]

15 hours ago, Nippe said:

What about novomatics on frankfred? If im rember right there was some games lika Lady Lucky charm or am wrong?   

 

brgds /N 

Hi Nippe,

You remember correct. Our portfolio of games should include Novomatic and games such ass Lucky Ladys Charm Deluxe, Book of Ra Deluxe, Dolphins Pearl and so on. Unfortunately these games are currently not live on site. It's basically down to a configuration issue and we're chasing the supplier to fix it so we can release the full game portfolio. As of today I unfortunately do not have an ETA, but as soon as it's fixed, the games will be back Live on site!

[Clinckerino]

Really poor support.

I have registered and tried to deposit via my VISA Card - Transaction failed around 10 times.

When i contacted them via chat, 1st they said that it is because of my card provider - No problems with my card provider through. I could made online payments, deposits etc.

After 2nd chat, they said that I need to send documents, and then their payment team will approve my deposits via the card. I did it, however they couldn't accept an English document with my bank statement - I never received  the reason why it is rejected.

3 weeks later (Yesterday), I tried to deposit again - Transaction failed.

Contacted them 3rd time - Again my Card provider is the problem.

 

Actually with my GF's account (We tried with her card - Different Card Provider - We couldn't deposit again) they are saying the same thing over and over again - It is not from our side, it is from your card provider.

Sadly that they can not make to get bonuses via another payment methods (Neteller, Skrill).

I like the site how it is made, and the games that they have.

I  will find another casino.

 

 

 

 

[FrankFred Casino]

Hi Clinckerino,

I am sad to hear you encountered troubles when trying to play with us. If you could PM me your details I can check internally what the best cause of action would be.

[Nmorebonus]

I wish i had read letsgiveitaspin topic about frankfred before playing..He explains briefly and correctly the terms and conditions of the deposit bonus In conparison with the frankfred support where i was told differnet things by differnet support agents...Also Kim clear states that the deposit and bonus must be wagered where as the frankfred site misleads players by stating -that the total ammount of wlcome bonus must be wagered -without stating that the deposit must be wagered also.I explain briefly in the complaints section.

[FrankFred Casino]

On 10/11/2018 at 15:43, Nmorebonus said:

I wish i had read letsgiveitaspin topic about frankfred before playing..He explains briefly and correctly the terms and conditions of the deposit bonus In conparison with the frankfred support where i was told differnet things by differnet support agents...Also Kim clear states that the deposit and bonus must be wagered where as the frankfred site misleads players by stating -that the total ammount of wlcome bonus must be wagered -without stating that the deposit must be wagered also.I explain briefly in the complaints section.

Hi Nmorebonus,

I'm sorry to hear that the agents gave you different and incorrect information, it's obviously not acceptable and I'll follow-up to ensure it's crystal clear going forward. 

In terms of the rules and what "most casinos" do I'll leave that open. But for Frank & Fred and the Welcome Package bonuses, the wager of the whole amount refers to both the deposit and bonus. And in terms of the actual mechanic we offer; Our bonuses always take a part of the bet from deposited funds and the other part from the bonus funds. Winnings are split the same way around, meaning that you can forfeit your bonus, which will then result in half the balance being forfeited and the other half turning to real money. Since you contribute wagering towards the bonus with all bets, we felt it was clear that the "..total amount of the Welcome Bonus.." referred to both deposit and bonus funds. We'll review the wording.

Let me know if you have any other questions and feel free to PM me if you'd like.

[Clinckerino]

More than 1 month passed and no one contacted with me about my question.

Nice support again.

[FrankFred Casino]

Hi again Clinckerino,

I am sorry to hear that the Payments team never made contact. I've asked them once more to look into your issues and revert back with a solution. 

I've also left a little early Xmas gift in Fat Santa for your long wait time.

[Clinckerino]

2 hours ago, FrankFred Casino said:

Hi again Clinckerino,

I am sorry to hear that the Payments team never made contact. I've asked them once more to look into your issues and revert back with a solution. 

I've also left a little early Xmas gift in Fat Santa for your long wait time.

 

Thank you very much, but I can not use them, since some of the games are restricted to Bulgaria.

 

Update : The documents have been approved and the support told me that I Can not use my CC to deposit and get the bonuses and the promotions.

I can use Neteller, But if i deposit via it, i Can not claim anything.

 

The only way to claim bonuses and promotions are if you deposit via CC... How to proceed....