Freshbet Casino - Акаунтът на играча е затворен.

I feel compelled to share my recent experience with freshbet casino, which has been nothing short of absurd. After registering, I complied with every request for verification—live selfie, video, you name it. I even got successfully verified and thought everything was in the clear.

But then, right when I tried to make a withdrawal, I was suddenly informed that I had violated their terms and conditions. Apparently, after following all their instructions and submitting every document they asked for, I somehow broke their rules. Convenient timing, don’t you think? Right after I try to withdraw, I get hit with this vague accusation. They even cited specific terms I supposedly breached, but here's the thing: I’m absolutely certain I didn’t do any of what they’re claiming.

It’s honestly hard not to laugh at the timing and the lack of transparency here. I’ve followed all the rules, provided everything they asked for, and now my account is suspended for reasons I still don’t understand.

It’s hard not to feel like this is a clear case of trying to avoid paying out after a successful verification. I hope freshbet will review my case and actually explain what went wrong, but at this point, I'm not holding my breath.

Dear Darksid3,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Freshbet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Could you please specify what are the accusations against you alleged by the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

Thank you for your response. I created my account almost two weeks ago and began playing right away. The game that I had played which accumulated my current balance was karen maneater, which I randomly found. Then i made a withdrawal, verified my account by sending them all unnecessary documents, making a video and what not. The day after i was verified, my account was blocked. The casino claims that I violated sections 3 and 9 of their terms and conditions, but I am genuinely unsure where I went wrong and believe this may be an attempt to avoid paying my winnings. I complied with all their requests for documentation, and after submitting everything, I received an email informing me that my account was blocked, which I’ve attached for your reference. I truly feel this situation is unfair and hope you can help clarify and resolve it.

Thank you very much, Darksid3, for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Darksid3!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player.

Thank you!

Dear Casino Guru Representative,

We would like to inform you that detailed explanation of the case and reasons of closing the user's account has been provided to the above mentioned email.

Kind regards.

FreshBet.

Thank you, FreshBet!

I have sent you the e-mail, requesting further evidence.

Dear Casino Guru Representative,

We would like to inform you that required additional information and evidence has been provided to your email.

Regards.

FreshBet.

We are in an ongoing communication with the casino, so I am setting the timer for 7 days.

Hello Darksid3,

We would like to update you that due to Pavel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Pavel has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Pavel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

We are in an ongoing communication with the casino and now waiting for their response.

We need more time to investigate the case and arrive to the conclusion. Darksid3, thank you for your patience!

Unfortunately, the casino has decided to ignore our conditions and to behave unfairly in this case. Their claims of the player having multiple accounts were not supported by enough evidence. We have explained our stance multiple times and have provided logical basis on which we act in every case, but it was not enough.

Darksid3, unfortunately, I must close this complaint as unresolved, which will affect the casino's Safety Index in a negative way. We hope that it will force them to act in the future or to review their position on the issue.

Also, The casino's license does not have any customer complaint services but you can still try to contact them via this e-mail: [email protected]. I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team