Freshbet Casino - A conta do jogador foi reaberta de forma inadequada.

I closed my account with freshbet in 2024 and made them aware I had a gambling issue. They closed my account permanently. Last month I have relapsed and I was able to reopen my account despite it being permanently closed, the agent took my details and reactivated my account. This has caused me severe mental health problems and I am at a huge loss with the money I have lost. Please advise me on what I can do to raise a complaint and hopefully get my money back.

Dear Jayda87,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Freshbet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please specify if you have explicitly informed the casino about your gambling addiction in your self-exclusion request? Has the casino responded to it?  
• When you reopened your excluded account, did you use the same details, like email, name, address, and mobile phone number?  
• Would you be so kind as to forward me the account closure requests that you sent to the casino regarding your previous account, together with their confirmation? My email address is natalia.b@casino.guru. 

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,

Natalia

Hello, thank you for your response. Yes I can confirm that I explicitly confirmed my gambling issue to them, last year. They closed my account permanently for that reason.

I used the same log in details as before, they just asked me for my username, date of birth and email address.

Unfortunately, I do not have any emails from the company as this was done via the live chat but I am sure they will have these details on the System of my previous account closure, as it was permanent. why would they then allow me to re open my account?

This has caused me so much distress and I am struggling mentally. I am now at a financial loss with trouble paying my monthly bills. I don’t know what to do.

Thank you very much for your reply, Jayda87. Could you please forward all the relevant communication (emails, chat logs) between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here.

Do I understand correctly that your is open at the moment? Have you requested to close it again due to your gambling problem? Here is our recommendation how to properly submit a self-exclusion request:

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Dear Jayda87,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru