Bonus terms & conditions

  1. Terms and conditions for all bonuses

    1. This Bonus Policy applies to all kind of bonuses, promotions and benefits ("Bonuses") granted to you in excess of the actual deposit made by you.
    2. Specific Bonuses may contain additional terms and conditions which you are required to adhere to in order to be eligible to receive the Bonuses, use them and cash them out.
    3. Only one Bonus offer is allowed per person, account, address, computer and IP address. PlayFrank reserves the right to close any account that is deemed a duplicate account, and confiscate the funds of this account apart from the original deposit amount, to the extent that it was not lost, less any administrative fees and bank charges.
    4. Players or groups of players who are found to use proxy services or a VPN will be excluded from the offer and may result in a permanent ban from any other offers with PlayFrank.
    5. Players from the following countries are not permitted to receive the first deposit bonus, any deposit bonuses, Free Money Bonuses or Bonus Spins unless otherwise stated: Bangladesh, Kazakhstan, Malaysia, Mongolia, Nigeria, Philippines, Republic of Moldova, Russia, Vietnam.
    6. The receiver of any Bonus and the winnings generated from it shall be solely responsible for paying any relevant taxes levied in relation to the receipt of the Bonus and the winnings generated from it. The minimum deposit for any deposit bonus is €20 (or equivalent amount in other currencies) 
    7. PlayFrank reserves the right to alter these terms and conditions, cancel, modify or suspend any Bonus at any time and without prior notice.
    8. In the event that PlayFrank believes you are abusing or attempting to abuse a Bonus, or are likely to benefit through abuse or lack of good faith, then PlayFrank may, at its sole discretion, deny, withhold or withdraw from you any Bonus, or rescind any policy with respect to you, either temporarily or permanently, or terminate and/or block your access to our services and products and/or your account without being under any obligation to pay you any funds held in your account, apart from the original deposit amount, to the extent that it was not wagered and lost less 25% administrative fees, bank charges and bonus costs.
    9. Without derogating from the above, any player found to have his/her wagering requirements completed via low-risk betting on any form of Roulette, Baccarat, Craps, Blackjack and/or slots games will not be allowed to include this amount towards the relevant wagering requirements.
    10. Without derogating from the above, delaying any game round in any game, including Bonus Spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having Bonus Spins features or bonus features still available in a game is prohibited. Players doing so agree to have their bonus and associated winnings declared void.
    11. Unfortunately, a limited few make it a habit to abuse our bonus offers and this forces us to have the above clauses in place. Regular players rarely risk breaking these clauses by mistake; you have to have a fraudulent ambition from the beginning in order to cross the line. We assess each breach of our rules individually and we retain the right, if we determine the breach to be of a fraudulent nature, to either reset the account balance to what it was prior to the first breach of the terms and conditions or discard the withdrawal in its entirety. In case reoccurring breaches by one and the same player we retain the right to void all activity and refund the original deposit to the player.
    12. All bonuses are only available to players who have received the offer via E-mail, SMS, Phone or Onsite notification.
    13. Deposits made via Neteller and Skrill and not eligible for any deposit bonuses.
    14. If a bonus is advertised as being "weekly", its availability will reset every Sunday at 23.59 GMT.
    15. All goodwill (no-deposit) rewards that have not been used or withdrawn are automatically forfeited in case a player self-excludes or otherwise blocks their account.
  2. Bonus mechanism

    1. Your qualifying deposit amount, Bonus and any winnings generated from both (together constituting the "Bonus Balance") are locked until the wagering requirements are met, the Bonus expires or forfeited. Once the wagering requirements are met, the Bonus Balance will be converted to real money balance. If the Bonus expires or is forfeited, then the Bonus Balance and winnings will be forfeited, and only remaining deposit amount will be credited to your real money balance.
    2. All Bonus Balance bets placed while there is an active bonus will first be deducted from the qualifying deposit and once that's depleted from the bonus money awarded. For clarity, depositing €100 (or equivalent amount in other currencies) for the first Welcome Bonus of 100% will award you with €100 (or equivalent amount in other currencies) Bonus money, for a total Bonus Balance of €200 (or equivalent amount in other currencies). Upon placing a €5 (or equivalent amount in other currencies) bet (and not winning anything in that round), the Bonus Balance will be at €195 (or equivalent amount in other currencies). If the Bonus is forfeited at this point, your real money wallet will be credited with €95 (or equivalent amount in other currencies).
    3. You can forfeit any active Bonus, in which case the Bonus Balance will be forfeited and any remaining deposit amount within the Bonus Balance will be credited to your real money balance.
    4. In the event a Bonus is not credited after a qualified deposit has been made, please contact customer support at support@playfrank.com or via live chat before placing any bets. If you do not wait for the Bonus to be set up before placing a wager, PlayFrank reserves the right not to grant the Bonus.
    5. Deposit bonus spins campaigns are valid after the Welcome Offer is claimed.
  3. Wagering Requirements

    1. All Bonuses (unless otherwise specified) need to be wagered 35 (thirty-five) times the sum of the received bonus and the deposit amount before the Bonus Balance can be converted to your real money balance.
    2. All Bonus Spins winnings (unless otherwise specified) need to be wagered 40 (forty) times before the Bonus Balance can be converted to your real money balance.
    3. All Free money bonuses (unless otherwise specified) need to be wagered 40 (forty) times the before the Bonus Balance can be converted to your real money balance.
    4. The wagering requirement must be met in full within 7 days of the Bonus being credited to your Bonus Balance unless otherwise stated, after this period the Bonus Balance will expire.
    5. Until the play through requirements have been met, the maximum bet that can be placed is €5 (or equivalent amount in other currencies). If you place a bonus money bet higher than the allowed limit (betting options included), your bet will not count towards your wagering requirements and will be deducted from your real money balance (if available). Betting over the limit can be considered bonus abuse. In case of (bonus) abuse we hold the right to discard your withdraw.
    6. This rule also applies when using any double up/gamble feature in any game. In case of a breach of this rule, you agree that your Bonus Balance will be forfeited, apart from the original deposit amount, to the extent that it was not wagered and lost less 10% administrative fees and bank charges.
    7. It’s not possible to play Jackpot games with bonuses.
    8. Please note that different games contribute a different percentage towards the wagering requirements:

      • Video Slots - 100%*
      • All games under the "classic slots"- 50%*
      • All Tables games, Video Poker, Other games and Live Casino - 0%

        The following Video Slots will be excluded from playing with bonus balance:

      • The Wishmaster, Big Bad Wolf, Dead or Alive, Kings of Chicago, Devil's Delight™,Champion of the Track, Robin Hood, Tower Quest, Scrooge, Castle Builder, Castle Builder II, Tomb Raider Secret of the Sword, Beautiful Bones, Cool Buck, Stardust, Peek-a-Boo, Untamed Crowned Eagle, Untamed Bengal Tiger, Untamed Giant Panda, Untamed Wolf Pack, Forsaken Kingdom, Dragon’s Myth, Berryburst MAX.
      • All Jackpot games
      • All Roulette Games
      • All Virtual Sports Games
  4. Bonus spins

    PlayFrank may offer Bonus Spins related promotional bonuses across specified video slots. A Bonus Spins bonus is where we, the casino, give you the player X amount of game plays on certain Video Slots. The coin and line value per spin will be pre-defined and you will not be able to change it during the Free Spin process. 

    1. All Bonus Spins winnings (unless otherwise specified) need to be wagered 40 (forty) times before the Bonus Balance can be converted to your real money balance.
    2. Any Bonus Spins originating from a campaign are available for 3 days, unless otherwise stated.
    3. All Bonus Spin bonuses are only available to players who have received the offer via E-mail, SMS, Phone or Onsite notification.
    4. PlayFrank can offer two types of Bonus Spins: 
      1. No deposit: when no deposit is needed to claim the Bonus Spins. Winnings from this type of offer are capped to a maximum withdrawal of €100 (or currency equivalent). Any balance exceeding this amount will be removed from the account.
      2. Deposit needed: when you are required to deposit before you can claim the advertised Bonus Spins. The deposit required will vary and you should read the terms on the promotional offer. If not otherwise stated, €20 (or currency equivalent) is the default minimum to claim “deposit needed” Bonus Spins. The deposit also needs to be wagered 1 x before any withdrawal can be made resulting from the Bonus Spins.
  5. Free money bonuses

    1. These terms are general for any Free Money Bonuses promotion offered. Terms can vary from promotion to promotion. Unless nothing else is stated these rules apply.
    2. Wagering requirements for Free Money Bonuses are 40 times the amount won unless other specified.
    3. Any Free Money offer is valid for 3 days from and must be used within this time frame.
    4. Restricted countries for Free Money offers vary from campaign to campaign. Please make sure to check that you are eligible for any promotion before partaking. Playing from an IP from any restricted country is also prohibited.
    5. Max win/withdrawal of a Free Money promotion and subsequent wagering is 15 times the amount given. Any amount above that will be removed from the account when a player requests a withdrawal.
    6. PlayFrank reserves the right to cancel, change or decline any free cash reward at any time without prior notice.
PlayFrank Customer Support
Are you looking for:
  1. You can check your progress on the 'Bonus' page.

  2. This is made very easy with PlayFrank.com as we list all bonuses available to you when you make a deposit on the 'Deposit' page. If you have a choice between several bonuses, simply select the one you prefer from the list! You can also check our 'Rewards' page and 'Promotions' page for available bonuses.

    And don't forget about the Tracks, where Weekly Deposit Bonuses and Bonus Spins will become available.

  3. Simply click the 'Join Now' button, available in the header of any playfrank.com page to register. You will then be directed to the registration page. Please note that your username and your account currency cannot be changed at a later stage. Before submitting your details please make sure you declare that you are over 18 and agree to our "Terms and Conditions". You can immediately log into your account on any page using your username and password.

  4. We understand that you want your winnings fast! We'll get your withdrawal processed after 24 hours, subject to providing any information we require in accordance with our terms and conditions.

    Depending on your withdrawal method it can take up to 3/5 working days before the withdrawal will be in your bank account.

    It's also possible to check the 'Transaction History' for the status of your withdrawal: Approved Pending for approval Rolled back Processed

  5. Yes we do, and it is for security reasons only as you can read below. As part of our Security and KYC (Know Your Customer) Procedure, we require standard verification documents. We kindly ask you to provide us with the following documents:

    1. Personal identification:
    • Passport OR
    • Driver's license (front and back) OR
    • National identification card (front and back)
    1. Address verification (issued within the last 3 months):
    • Utility bill (such as a water or electricity bill) OR
    • A bank statement that has your address on it OR
    • Latest Tax bill
    1. Proof of payment (depending on the method you use): Credit card:
    • copy front and back
    • first 6 and last 4 digits visible
    • CVC code covered
    • signature visible

    Bank transfer (screenshot/copy of bank statement):

    • account holder's name
    • bank account number
    • transaction you've made to us

    E-wallet (Skrill, Neteller, etc.):

    • screenshot of e-wallet account profile page
    • account details clearly visible

    Send all documents in an email to support@playfrank.com:

    • total e-mail size should not exceed 3mb.
    • all required information must be clearly visible (all 4 corners visible)

    UK license: The personal information provided is processed to perform necessary identity verification and credit checks to comply with our legal obligations under the EU Directive 2015/849, the EU Directive 2015/2366, the Proceeds of Crime Act (POCA) and Terrorism Act and/or The Money Laundering, Terrorist Financing and Transfer of Funds Regulations. The processing of player data is in line with the EU General Data Protection Regulation 2016/679.

For answers to common questions, check our Friendly Asked Questions page.Go to Live Chat
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