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Hello,

I have a complaint about Fresh Bet Casino. After offering me a welcome bonus and verifying my account, they banned me when I attempted to make a withdrawal. They voided my winnings of 18,648 EUR due to regional restrictions that were not in the terms and conditions at the time I was playing. I can attach screenshots of our conversation for your reference.

Please let me know if you can assist with this issue.

Thank you in advance,

Borna

Dear grzgrz322,

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

Hello,

Yes, my account is fully verified, and I have provided proof via screenshots. Before I accepted the welcome bonus, my country was not listed as restricted in the terms and conditions. However, after my account was verified and I requested a withdrawal, my winnings were voided.

I have been in communication with them since I accepted the bonus. I asked when the terms changed because I know they were altered after my account was verified and the withdrawal was made. They told me they could not specify when the terms changed. I will attach our conversation about this matter.

Summary: They voided my winnings of 18,648 EUR due to regional restrictions that were not in the terms and conditions at the time I was playing.

Thank you for your reply, grzgrz322. Could you please post here a link or promo code you used to activate the bonus? How much did you deposit in order to activate it?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello,

Here is the link, and I will also attach the screenshots:

https://freshbet.com/en/static/promos

The deposit was 400 EUR.

The casino verified my account the first time after requesting pictures of my ID and Proof of Address. A few days later, I had to send proof of deposits made to their casino, which was also verified. Then, after I made a withdrawal, they asked me for a verification video. They verified me, and a few days later, they voided my winnings.

Thank you very much, grzgrz322, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.  

Hi grzgrz322,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Freshbet Casino to the conversation to participate in the resolution of this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi grzgrz322,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Comoros Gaming Authority (misa@mwaliregistrar.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter