Freshbet Casino - O levantamento dos prémios dos jogadores está atrasado.

Dear casinoguru,

I have been a user of Freshbet for over a year, they have always paid regularly but a few days ago they refused to pay my honestly earned money, they took that money from my account and prevented me from using their website further, I can log in to the website but I can no longer do anything.

Freshbet previously asked me for verification documents, I sent them my ID card, selfie with my ID card, video verification, transaction history from my Skrill account, however on June 1st I deposited 20 euros into my account and won the amount of 179 euros, I had 199 euros in my account and I wanted to withdraw everything to my Skrill account as always.

However, they canceled my account and created a new one on their own and then rejected it and systematically withdrew 183 euros from my account, leaving 16 euros in my account, when I contacted them they said that I had violated their rules 9 and 10, they say that I have a duplicate account and something related to money laundering.

First of all, I had one account, after which I created another one, then I contacted my email and asked for that first account to be closed, to which they replied that it was closed and that now I only use that one, which I did, and for this I have an email from them in which they confirm that the account has been closed for use.

As for the other member regarding the money laundering and dishonest use of their site is ridiculous, First I deposited 20 euros, second I deposited from Skrill, which they had previously used to make payments from my account, however I read on various forums that I was not the only user who was refused payment, I also reported them to the company in Curacao that issues licenses and sent all the evidence, as well as to the company in Cyprus through which they make payments.

Dear rusmir1994,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear rusmir1994, please allow me to ask you a few questions, so I can understand the whole situation completely.

Had you already created the second account before requesting the closure of the first one?

Did you receive explicit permission from the casino to open the second account?

What was the reason for creating a second account instead of continuing with the first one?

Did you claim or receive any bonuses on either of the accounts (first or second)?

Could you please provide your communication with the casino, especially where they confirmed the closure of your first account and any discussion regarding your new account?

You can either forward the communication to my email at dominika.l@casino.guru or upload screenshots directly here.

Dear Dominika,

I sent you an email, if you need any more information or proof, feel free to let me know.

Dear rusmir1994, I have reviewed the casino's terms and conditions, and here is what I found:

Only one Account is allowed per person, household or IP address.

Creating multiple Player Accounts by a single Player can lead to termination of all such Accounts. The Player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.

Any returns, winnings or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us, and Players undertake to return to Us on demand any such funds which have been withdrawn from the duplicate Account.

The casino acted correctly and within its terms and conditions.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.