Friendly Asked Questions

Check out our Friendly Answered Questions. It has all manners of solutions that quickly anwers the most common questions.

Otherwise feel free to reach out to our amazing Live Support helpers. Live Chat is 24/7 available or email to support@playfrank.com.

Top 5 questions

  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.

All your questions

  1. You can check your progress on the 'Bonus' page.

  2. Most casino bonuses are available for all games, while some bonuses might be limited to a specific brand, or game type. For instance, only Net Entertainment games or only Video Slots. If in doubt, please contact Customer Support.

  3. 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.

  4. Your bonus will be automatically cancelled by a value of €0.09 (or equivalent amount in other currencies) or below.

  5. Some of the promotions will only be available to customers from certain countries or who are using specific payment methods. There may also be restrictions based on previous misuse or abuse of our promotions. For any assistance, please contact Customer Support Team by mail at support@playfrank.com or via Live Chat.

  6. You will always find available promotions by visiting the 'Rewards' page and/or 'Deposit' page. Also our 'Promotion' page will be used to publish our campaigns. We also send out our newsletters with our latest promotions. Make you can accept emails, which you can find in 'My Account'.

  7. Yes, you can cancel a bonus before you start to play or even after you have placed bets with the bonus funds.

    However, if you cancel a bonus after betting with it, any amount won will be deducted from your real funds. To cancel a bonus, go to the 'Bonus' page, click the 'Cancel' button found next to your active bonus to forfeit it.

    You can also see in one view which amount is your bonus money and which amount is your real money if you click on the 'hamburger' menu. Also on the 'Bonus' page the real money amount will be stated as 'Amount available on withdrawal'.

  8. Daily Challenges are bit-size challenge, they are fun and exciting and if you complete a Daily Challenge you will get rewarded with extra Rewards. Read all about your Daily Challenge on the Daily Challenges page and click here.

  9. The yo-yo's represent your Rewards. Every Reward has its own icon, for example a Free Spins yo-yo, Bonus yo-yo, etc. Check your 'Rewards' page to see if you have active Rewards that are ready to play.

  10. On the 'Bonus' page you can see all information about your active bonuses, like wagering requirements, expire date, amount available on withdrawal, possibilty to cancel the bonus and to change the order of the bonuses.

  11. Tracks are designed to give you the choice over which Rewards are right for you. Do you want to read all about it, check the Tracks page and click here.

  1. This is jurisdiction specific. Typically, self-exclusion can be reduced or canceled, however there are some jurisdictions where it is not allowed to cancel or reduce self-exclusion. Please refer to the Terms and Conditions to see which self-exclusion rules are applicable to you.

  2. You are able to set Daily, Weekly or Monthly Deposit Limits. These can be set within the ‘My Account’ sub section ’Responsible Gaming’. Limits can be amended at any time in the same section.

  3. Self-exclusion is treated differently, depending on which jurisdiction you are playing under. Please refer to our Terms and Conditions on how to self-exclude.

  4. If you have forgotten your password, please use the 'Forgot your Password?' option, follow the instructions and a new password will be issued to the e-mail address registered with your account. If you have forgotten your username, please contact support@playfrank.com

  5. We aim to reply to all customer support e-mails within a few hours. As some inquiries require a thorough investigation, response time may vary based on the nature of your e-mail. You will receive an e-mail confirmation from us when we have received your inquiry, to let you know we are working on an answer. If you find that you are not receiving the confirmation e-mail promptly after submitting your inquiry we would suggest that you have a look in your Junk Mail folder.

  6. You can change your password by accessing ‘Change Password‘, under the ‘My Account‘ section, when logged in, and following the instructions on that page.

  7. To close your account please email Customer Support at support@playfrank.com

  8. Participating in online gaming is exciting, fun and potentially profitable for those who choose to play. However, we acknowledge that some people can develop a gaming addiction. If you feel that your gambling has gotten out of control, please visit our Responsible Gaming section found in the footer of the website and/or use the cool off and self-exclusion features available from ‘Limits‘ when you are logged in.

  9. Check if you are using the correct login details for your account, and that Caps Lock is turned off on your keyboard. You can also try to reset your password using the link 'Forgot Password?' next to the login fields. If you still cannot login please contact Customer Support.

  10. This will differ from jurisdiction to jurisdiction, as self-exclusion is framed differently depending on which jurisdiction is applicable to you. Typically, when your self-exclusion ends, your account will be automatically reopened. In certain other jurisdictions, your account cannot be reopened, for your own protection, without positive action from you. Please read the Terms and Conditions for specific information on which self-exclusion rules are applicable to you.

  11. No, your registered username cannot be changed unfortunately.

  12. Please contact Customer Support by mail at support@playfrank.com or directly via Live Chat.

  13. You can change your registered email address by accessing ‘Change Email‘, under the ‘My Account‘ section, when logged in, and following the instructions on that page.

  1. No, only one account is permitted per customer.

  2. You must be at least 18 years of age to play on the PlayFrank site.

  3. We accept players from a vast list of countries but it is down to local legislation if the country permits gambling and therefore we will prohibit a player registration if that player is from a particular country. All countries from which we allow registrations can be found in the drop down menu in the registration form.

  4. We need your personal details to confirm your identity, age, and address so we're able to offer real money transactions and games to you. PlayFrank uses the newest and most advanced data encryption techniques to safeguard your personal details.

  5. No, not at all. You can play for fun on our website and as much and as often as you like. But in order to be able to use our products in real money mode, you do need to make a deposit.

  6. Please contact Customer Support Service at playfrank.com to assist you with the registration.

  7. We need you to open an account with us because by doing so you are agreeing to abide by our rules and regulations which include you confirming that you are over the age of 18. By registering at playfrank.com you are opening an account free of charge that enables you to use our products in fun mode and real money mode.

  8. 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.

  1. We utilize the latest in industry approved Secure Sockets Layer (SSL) encryption technology to ensure any information you send to us is kept safe, secure and fully encrypted. SSL encryption is the same technology banks use to protect data. This means, your financial data such as credit card information and your personal data such as name, address and phone number, are all fully protected.

  2. All customer funds are held in a separate account with the Bank of Valletta (www.BOV.com). This way your funds are completely ring-fenced and isolated from company funds and accounts. That means your funds are safe and always readily available for you to withdraw.

  3. For information on how your data may be shared and under which circumstances, please refer to our Privacy Policy.

  4. Yes, our website is licensed. This is illustrated on the homepage of the website as well as in the Terms and Conditions, where information about the relevant license is provided.

  1. In most cases, deposits and withdrawals will be processed by EveryMatrix. If the payment is processed by a third party, EveryMatrix will not appear on the bank statement. If you do not recognize the company that appears on your bank/card statement, please contact support to confirm.

  2. You cannot do this as this is deemed to be a third party transaction, which is not allowed.

  3. Include the BSB code (a six-digit number that identifies banks and branches) in the Payee's address field.

  4. Yes, you can use several payment methods to fund your account.

  5. CVV2/CVC2 stand for "Card Verification Value/Code". It is a code that is required as a security measure when making internet payments by credit card. The code consists of three digits and can be found on the back of your credit card.

  6. This can happen for a number of reasons, for example, the most common of which is incorrect entry of card data upon registration. Additionally, your bank may decline a transaction themselves due to insufficient funds on your card, in which case you should contact the bank directly. Also, some banks maintain a rule that does not allow you to make direct deposits to online gaming sites. Another reason may be that your transaction may have triggered our risk rule. Our support can be helpful in finding other reasons why the deposit did not succeed and provide a solution. You may want to contact your card provider to check, or try one of our many other deposit methods instead.

  7. If you are playing from a restricted jurisdiction, we may not be able to accept deposits from you.

  1. We accept all Visa and MasterCard/maestro Credit and Debit cards as depositing methods, although there might be restrictions on withdrawals to MasterCard/Maestro card.

  2. For most payment methods your deposit will be credited instantly. In the case of a bank transfer this can take up to 7 days to be received from the bank, at which point we will credit your account.

  3. Once logged in, please click the ''deposit'' button and you will see all of the payment methods available to you.

  4. Please click ‘Deposit ‘in ‘My Account‘ and choose Bank transfers. Then follow the instructions on the screen.

  5. The minimum deposit amount is €20 or your currency equivalent and the maximum deposit amount varies according to the payment method you used. Please click on ''Deposit'' once you login to see the maximum deposit amount.

  6. We do not charge any deposit and / or withdrawal fees.

  7. Once you login to your account, click the deposit button, you can then select your preferred payment method and follow the on screen instructions to make a deposit.

  8. You are able to set Daily, Weekly or Monthly Deposit Limits. These can be set within ‘My Account’ sub section ’Responsible Gaming’. Limits can be amended at any time in the same section.

  1. No, this is deemed as a third party transaction and will not be permitted in any circumstances.

  2. Yes, you can as long as it is the same card that you used to make your original deposit and the card is able to accept a withdrawl back onto it.

  3. If the withdrawal has not been processed yet, you have the option to cancel it by going to My Account-> pending withdrawals or you can contact Customer Service.

  4. To make a withdrawal, login to your account and click the withdrawal button, select the methods that are available to you and follow the onscreen instructions to request a withdrawal.

  5. Due to anti money laundering laws, it is our policy to ensure the money goes back to the original source that made the deposit when possible.

  6. We have a number of controls and checks that take place before any withdrawal leaves PlayFrank and this delays withdrawals by approximately 24 hours. These checks are part of our ongoing commitment to maintain the security of our customers' funds. Any additional delay would be on the payment provider's side.

  7. 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

  8. Our policy is to ensure the money goes back to the original source that made the deposit when possible.

  9. We do not charge any deposit and / or withdrawal fees.

  10. Our policy is to return the original deposit amount back to the card that is used for depositing and extra winnings can be returned via other methods. If the card does not accept the withdrawal, your winnings can be paid out via bank transfer but we might need you to provide some documentation.

  11. The minimum withdrawal amount is €20.- or your currency equivalent. The maximum withdrawal amount is €25.000,- per month and no more than €10.000,- per week or your currency equivalent unless a larger amount has been agreed with PlayFrank. This limitation does not apply to Progressive Jackpot wins.

  12. 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.

  1. Please check your internet connection and that you have the latest version of Adobe Flash installed. If the issue persist, please contact Customer Support.

  2. If you have been experiencing a slow connection, please note that having several browsers open, music programs running or downloading files can all slow your computer and/or internet connection. Your local internet service provider may also be temporarily suffering from low bandwidth. Sharing your internet connection within your household and in your local area can also slow your connection speed. Another possible solution may be to restart your computer or mobile device.

  1. We offer casino games from the most reputable casino game providers in the industry. You can browse through games from specific providers on the casino page.

  2. The theoretical payout varies from game to game and it is determined by the game providers when developing the game itself.

  3. Yes, you can play the majority of games for free if you chose the ‘Play for Fun‘ mode.

  4. 'Game Rules' for each game can be found when you open the game.

  5. The game is stored on the game server, simply log in and open the same game(s) you played when you are connected again, and continue where you left off. Whether you wait 5 minutes or 5 months, any game round will be waiting for you to complete it!

  6. Yes, before the game round has started it is possible to change or remove a bet.

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 quick anwers to the most common questions check our Friendly Asked Questions page; click here.Go to Live Chat
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