Version Number 2.1, Last Updated 14th August, 2015
PlayFrank is committed to endorsing responsible gaming as a policy of customer care and social responsibility. We believe it is our responsibility to you, our customers, to ensure that you enjoy your wagering experience on our site, while remaining fully aware of the social and financial harms associated with problem gambling.
Gambling should be treated as a fun pastime, and not as a means to generate income. Whilst the majority of the people are able to treat gambling as recreation and spend only what they can afford to risk, for some it can be more difficult. In order to maintain control of your gambling habits we remind you to always consider the following points:
If you need to talk to someone about any concerns you may have with your gambling habits, please contact one of the organisations detailed below under ‘Gambling Counseling Organisations’.
If you are concerned that gambling is having a negative impact on your life or someone else's then the following questions may help you find out.
The more questions that you can answer "yes" to, the more likely it is that you are having difficulties with your gambling. To speak with someone who can give you advice and support, please contact one of the organisations detailed below under ‘Gambling Counselling Organisations’.
In order to assist our players in gambling responsibly, PlayFrank offers players the possibility of defining Financial Limits applicable to their accounts. To set a limit, please visit our Limits section in the menu or contact PlayFrank Support and state your desired limit. Limits requested by contacting support, will take place from the moment handled by our Support Staff. Once set by one of our Support Staff members, you will be notified that the limit has been set, and the limit will be active from that point on, it will not take previous deposits in consideration. A limit set by using the Limits section on the website will take place from the moment you set it and will not take previous deposits in consideration. Limits can be amended at any time. A decrease in the deposit limit will take effect immediately, but an increase can only occur after a specific cooling-off period, in order to avoid rash decisions. Further information on cooling-off periods can be found in the Terms and Conditions.
If you require any further information or assistance regarding our functionality, please contact the customer Support team.
Should you wish to take a break from gambling, whatever the reason may be (except in situation of gambling problems, where the self-exclusion option should be utilised as illustrated further down), we offer you to close/freeze your account with us. To close your account please contact our Customer Support. A standard account closure means that your account can be reopened at any time, upon request. To reopen your account please contact Customer Support. In some instances, we may ask for a reason before activating the account.
If you feel that you may have lost control of your gambling, we also offer self-exclusion option which can be activated via email, as specified in the Terms and Conditions. You MUST state your wish to SELF-EXCLUDE and any such request will take effect within 24 hours from the moment of receipt of the request by our Support team. NOTE: Unless SELF-EXLCUSION has specifically been stated, your request will be treated as standard account closure as illustrated above and can therefore be reopened at any time during the selected period.
For additional information about how we treat self-exclusion such as potential closure of other accounts on sites managed and operated by the license holder, please visit the Terms and Conditions. During the period of self-exclusion, it will in most instances NOT be possible to reopen the account and any request to do so will automatically be rejected.
If you are considering self-exclusion, please consider contacting all gambling companies with whom you have accounts with and ask for to be self-excluded there as well. We also recommend installation of software that will allow you to block access to internet gambling websites. Filtering Systems can be found on the bottom of this page.
It is illegal for anyone under the age of 18 to open an account or to gamble on PlayFrank and we treat this responsibility very seriously. We carry out age verification checks on all customers where payment methods are available to persons under 18 years of age, and also make random age verification checks on customers.
Please note than anyone under the age of 18 found to be using the site will have any winnings forfeited and risk being reported it to the authorities.
Filtering solutions allow parents to regulate access to the internet, based on chosen criteria. Parents can use filters to prevent their children from accessing, amongst other things, gambling websites. If you share your computer with friends or family who are under the legal age to register or bet with our site, or have requested self-exclusion from gambling sites, please consider parental filtering solutions such as:
Net Nanny™ www.netnanny.com
You can check your progress on the 'Bonus' page.
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.
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.
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
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:
We kindly ask you to provide us with your personal documents.
Bank transfer (screenshot/copy of bank statement):
E-wallet (Skrill, Neteller, etc.):
account details clearly visible
Send all documents in an email to firstname.lastname@example.org:
MGA/ Curacao 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 Prevention of Money Laundering Act and the Prevention of Money Laundering and Funding of Terrorism Regulations . The processing of player data is in line with the EU General Data Protection Regulation 2016/679.
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.
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