SUPPORT

The general minimum Deposit amount is €20, or equivalent in your local currency. Some suppliers will have specific thresholds, which are all listed in the deposit flow.

The general minimum Withdrawal amount is €20, or equivalent in your local currency. Some suppliers will have specific thresholds, which are all listed in the withdrawal flow.

When a withdrawal has been processed by our team it will be sent from us. Depending on the method used, the funds may be credited directly to your account, or take up to 5 banking days for your bank to process and credit your account.

Please note that you cannot request a Withdrawal of any active bonus funds. 

A Withdrawal should be requested to the same method as used for the deposit and may be canceled otherwise.

A Withdrawal may also be denied if the deposit has not been turned over, in accordance with AML and our Terms & Conditions.

Generally, we do not charge any fee for either your Deposits or Withdrawals. This is listed in the withdrawal flow and can be confirmed before you make a transaction. Please note that we have no control over any fees incurred by your issuing bank, if any.

As a general rule, any withdrawal should be requested to the same method as used to deposit the funds. 

If you see your Withdrawal in "Pending" state, it's being confirmed by our Payments team. Due to applicable law and AML this process can take anywhere from a couple of minutes to a couple of hours. 

Any withdrawal in "Pending" state can be canceled by simply clicking the "X" and confirming the action. Once the withdrawal has been processed by our team, the money has been sent and it is no longer possible to cancel.

Generally, we do not charge any fee for either your Deposits or Withdrawals. This is listed in the deposit flow and can be confirmed before you make a transaction. Please note that we have no control over any fees incurred by your issuing bank, if any.

The available deposit methods are seen in the footer of the page and are also listed when you start a deposit.
Note that your previous deposit method will be pre-selected for your convenience but you can always switch to any other of the available methods.

Some deposit methods, such as Bank Transfer, can in some cases require a few minutes before the funds are visible on your account. This is normal and nothing to worry about. Just refresh the page after a few minutes to see if the deposit has been processed. 

In the unlikely case that the deposit is not visible on your account after a few minutes but it has been deducted from your bank account, please take a picture or screenshot that shows the deducted amount and send it to support@frankfred.com or open a chat with the support team.

The reasons behind failed deposits vary depending on the deposit method but in general, these are the main ones:

• The entered details are not correct (for card deposits, this refers to card number, CVV or Date of Expiry)
• Insufficient funds (please verify that you have sufficient funds on the account to complete the deposit)
• Refusal from the bank
• Deposit limits on the account
• Credit Card limits
  

If you have verified the details and can't see any reason for the deposit to fail, please contact support at support@frankfred.com or via the site chat.

The easiest way to find the exact game you want is to use the search function. Just click the magnifying glass icon in the top header on desktop or bottom header on mobile.

If you can't find the game you are looking for, you can always ask us at support@frankfred.com and we'll see what we can do to add it!

When you are logged in, you can find your last played games using the Play icon in the top header on desktop and bottom header on mobile. If you haven't played any games yet, it will show you some of our new games to get the inspiration going!

No, you won't. Any interruption to a game round is noticed by the system. Most game suppliers will even re-start the interrupted round the next time you open up the game.

Please contact our Support team via support@frankfred.com or the site chat. They will help you troubleshoot the issue.

The more information you can gather, the better! This can be things like:

• What game
• What time it happened
• Screenshots
• Error messages
• What device you were playing on
• What browser you were using

Please contact our Support team via support@frankfred.com or the site chat. They will help you troubleshoot the issue.

The more information you can gather, the better! This can be things like:

• What game
• What time it happened
• Screenshots
• Error messages
• What device you were playing on
• What browser you were using

We offer games from all the major game providers such as PLAY'n GO, NetEnt, Evolution and Relax. You can find all providers in our dedicated Providers lobby or using the quick links in the footer.

There are two ways to find information about a game:
- On the dedicated game page here on the site (desktop only)
- In the game itself

On the dedicated game page, we share some basic information about the game such as Studio, Lines, Max Payout and Volatility and Game Features.

If you want more information, that is found within each game. Where to find it depends on the game provider but look out for a (?) or cogs icon. Here, all the special features of the game are explained in detail.

The Game Features listed on the site is our own in-house classification of the games and their unique Features such as Megaways, Walking Wilds or Cascading Symbols. It is meant as a tool to help you find the type of games you like the most!

Live Casino offers you the opportunity to play with Real dealers and on Real tables over a streamed video feed. It's as close to playing at a physical ("Brick and mortar") casino as you can come Online.

All new players are offered a Welcome package upon their first deposit. By selecting the option to claim the bonus when making your first deposit, the offer will automatically be activated for you. You can read more about the actual offer by clicking the "Read more" link below the offer, or under the "Bonus Terms & Conditions" section of the Terms & Conditions.

A wagering requirement is a multiplier that represents the number of times you have to play through a bonus before you are able to withdraw any winnings.

You can follow your progress towards the Wagering Requirement for any given bonus in your Bonus Section under the Activity menu option.

The wagering requirement is clearly listed in any campaign's Terms and Conditions. Once the wagering requirement has been met, the bonus money will be converted to real funds.

The wagering requirement will apply to the winnings of your Free Spins. If you for example would win €5 from 10 Free Spins, the wagering requirement will be a multiple of €5.

Super Spins are more valuable than Free Spins. As a rule of thumb, any Super Spin will be worth 10x that of regular Free Spin.

The maximum allowed bet size when playing with an active bonus is €5, or equivalent in local currency.

Our bonuses are all "non-sticky" by the definition that once they have been wagered, the bonus is turned into real money, which in turn can be withdrawn.

Different games contribute a different percentage towards the wagering requirements: 

• Slots and other games*: 100% 
• All table games: 10%
• All Live Casino Games: 10%
• Video poker: 0%
  

*Not all Slot games contribute towards the wagering requirement. Please find the most up-to-date list of excluded games in the Bonus Terms & Conditions section of the Terms & Conditions.

We tailor offers and deals for each and individual VIP to make sure that you get what is best for you. This means we strive to give you your preferred type(s) of bonuses, gifts, or even cashback if you are loyal and active.

Bonuses and campaigns are sent out regularly, and you should expect something at least every week! Or come by the chat and we will check if there is something available for you. 

If you are loyal and active, you might get an exclusive invitation to our VIP Club where cashback is just one of many perks.

You find the marketing communication consent under Account Settings in the main menu.

Please note that if you opt-out from communication, you will not get notified of new campaigns and VIP offers.

You can update your address under Account Settings in the main menu. Should you wish to change details such as name or email, please contact support via support@frankfred.com or the site chat.

You can change your password under Account Settings in the main menu or by clicking the "Forgot password" link when you log in. 

You can find the Terms & Conditions in the footer or by clicking here.

You have the right to request your data and this needs to be done via email to dpo@frankfred.com. We will process the request as soon as possible. 

It is solely the customer's responsibility to provide truthful information upon registration, in case a minor manages to create an account you’re expected to inform us right away by contacting our customer support team and the account will be blocked immediately. After this, we will forward the case to the relevant department for further action.

First of all, verify that you have entered the correct password. If you are still facing problems, please have a look at the bottom right area of your screen when you log in. This is usually where you will see a notification describing the issue. If possible, take a screenshot of this message and share it with the support team so they can help you as fast as possible. 

Please use the "Forgot password?" link under the login area to request a password reset. Note that the support team doesn't know your password and has no way of resetting it for you.

The Malta gaming license (MGA), under which we operate, strictly forbids the use of multiple accounts. 

We actively close any multiple accounts detected in our systems. Should you manage to create more than one account by accident, please contact support at support@frankfred.com or using the site chat. 

The Malta gaming license (MGA), under which we operate, states that each account must be personal. Hence we can't offer the possibility to create shared accounts.

Please login to your gaming account and click the Profile icon in the right upper corner (on desktop) or the Profile menu alternative on mobile and click Account Settings. Here you’re able to find the Document tab. Kindly choose correct documentation and either drag and drop the document or choose the document from your files.

Simply put you need to provide documents so that we can verify you are who you say you are. Our regulator and licenser require us to verify all our customers at some point but latest when your withdrawals reach 2000€ (or equivalent amount in other currencies.). This process is done to ensure your and others' safety.

You are able to send us documents via email in case your account has been closed before you’re able to provide them via your account. Please don't hesitate to contact us via support@frankfred.com.

We have our verification team which means only limited people with correct rights have the right to see your documents. We’re also required to take correct protective measurements according to EU general data protection regulations and laws.

Our casino is operating under MGA (Malta Gaming Authority) license and EU laws hence we are required by law to ensure safety for your funds.

You’re unable to close your account yourself, but you’re able to self exclude from account settings. In case of closure please contact our customer support team who will gladly assist you.

Please login to your account and navigate to the responsible gaming section. Scroll down and you will find the Self-exclusion options.

You can request the reopening of an account if you have closed it earlier by contacting our customer support team. In case you have self-excluded you can request the reopening and if reopening is possible, it takes 7 days to reopen the account. 

Please login to your account and navigate to the responsible gaming section where you can manage all limits.

Please login to your account and navigate to the responsible gaming section where you can manage all limits.