Frank & Fred Casino - Der Spieler fordert Rechenschaft, nachdem das Konto wiedereröffnet wurde.

I requested self-exclusion and permanent closure.

Despite that, I was able to reopen my account and lost a significant amount again, around 20k SEK.

I was met with silence when I filed a complaint, which was subsequently dismissed.

I asked for information/data about my previous closure. I was met with silence for several days. Then they replied that they had changed their license (the same day) and therefore could not assist me. They waited to respond until that specific day.

It's like high Chaparral today. They consistently change licenses to lure back problem gamblers.

However, I demand data on how my account closure and reopening were handled.

There must be some form of accountability. If you change licenses, you can't just absolve responsibility and start with a clean slate.

Jag hade bett om självexkludering och permanent avstängning.

Trots det fick jag öppna kontot och förlora stort igen ca 20k sek.

Möts av tystnad när jag gör ett klagomål som sedan avvisas.

Ber om att få information / data om min tidigare stängning. Möts av Tystnad i flera dagar. Sen svarar dom att dom bytt licens ( samma dag) och kan därför inte hjälpa mig. Dom väntade ut med att svarar till just den dagen

Det är high Chaparral idag. Man byter licenser konsekvent för att få tillbaka problemspelare

Jag kräver dock att jag får ut data om hur min stängning och öppning gick till.

Det måste väl finnas ngn form ansvar. Om du byter licens så kan du väl inte friskriva och få ett vitt blankt papper

Dear jolle,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please advise if you have requested a self-exclusion from Frank & Fred Casino directly?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance.

Best regards,

Dominika