Freshbet Casino - A verificação da conta do jogador está atrasada.

Hello all,

I have created the account at freshbet.com

as they are under the same mother company of Ryker B.V.

They own mystake.com

Jackbitcasino.com

Freshbet.com and many others.

I have made a deposit of 5000 eur.

Won about 450 eur on sportsbets and then I won the 3500 on casino.

First I have tried to withdraw the 5450 eur before winning into the casino.

I have talked to the support and they told me to send a verification video e-mail with a white paper in hand which I have to write on it the following :

Todays Date

My Full Name

Username

Site Name

While holding the paper and the id in hand, i had to say all of the above in english.

The first encounter 3 weeks with a support employee told me to send the kyc video to kyc@freshbet.com, which is not their kyc e-mail for this cases.

After waiting two weeks I saw on trust pilot that the e-mail should be kyc@fresh-bet.com.

Attaching the first chat with live support in photos.

After waiting more then 48h I started to contact the support both live and via e-mail.

They still not verified it after 7 days, they tell me there is no timeframe that they can offer on when it will be resolved, which is outrageous.

Each day they say they proccess it and I need to wait but this shouldn’t be normal.

After a few e-mails back and forth with the support they again mentioned kyc@freshbet.com instead of kyc@fresh-bet.com.

Talked on telegram with the person which is responsable for affiliates, and told them I would like to work with them and promote their casino as I have a pretty big community.

Asked Virgil when the KYC verification will be done because I cannot recommend my community a casino that takes more then 7 days to verify a video which can be done in 24h as jackbitcasino.com and mystake.com

do, even they are from same mother company.

Once I asked Virgil about the time frame and when the KYC is done so I can know to tell the people from my community in how much is it done, he blocked me( attaching proof )

I consider this is a tactic to make me wait and lose the funds.

There are new reviews on trustpilot which say that they are verified after 24h.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear HonestVeteranReview,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Were you asked to submit any documents other than the video for your KYC verification?
• If so, could you please advise which documents you have provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

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

Best regards,

Katarina

Dear Katarina,

At the creation of the account they have asked for face verification and the ID, otherwise the account wouldn’t be verified.

That was on 05.11.2025.

Date of first sent video kyc by my side was 29.11.2025.

All the required documents were sent to them.

Same e-mail with the same answer today.

"Dear Flavius,

Thank you for your email.

Please be informed that your video is still under review.

Kindly note that our team will contact you regarding verification results as soon as it will be possible.

Have a great day!

—

Best Regards,

Mose"

Dear HonestVeteranReview,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear HonestVeteranReview,

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,
Katarina
Casino.Guru