Freshbet Casino - Τα κέρδη του παίκτη κατασχέθηκαν υπό έρευνα.

Hello,

I would like to request of your help to assist me in speeding up the investigation process.

I have been informed that my account is under investigation which will prolongue up to 6 months.

I have complied with everything that Freshbet has asked me for, have sent them all the verification documents and videos that they have requested, and they were approved on their side.

I suspect that they have started to investigate my account after I won big in a slot. And by reading most of the complaints, I can see that in most of the cases people's accounts were under investigation only due to suspicious betting, whilst I only won in Slots.

Please assist me in this case. The summ of money that I am writing about is 3305.20 USD.

They are completely ignoring my requests to give me an insight on what is happening with my account and have stopped replying to my emails.

Dear Shamky,

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

• Do I understand correctly that you only played slots?
• Did you accumulate your winnings with or without an active bonus?
• Could you please clarify when the investigation started?

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. 

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,

Kristina

Hello Kristina,

Thank you for your swift reply.

Answers to the questions:

• Correct
• Winnings were without a bonus
• The investigation started on 15th of June.

I can also do a screen record of the big win on a slot after which they have started an investigation, and all of the screenshots that I have attached to this thread is the communication that I have had with the casino, please advise if you need any additional material to be able to assist me.

Thank you very much, Shamky, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.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.  

Hello Shamky,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Freshbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Freshbet Casino,

Six months is quite a long time to investigate the possible problems with the player's gameplay. Could you state when the investigation will end?

Thank you in advance for providing the information.

Hello Stefan,

Thank you for taking this case.

Please advise if you have managed to contact someone from Freshbet and if they have replied to you, as I have sent them another email advising that I have posted a complaint on your website to seek support and they have never replied.

Hello Stefan,

Could you extend the waiting period for another 7 days, I am willing to give Freshbet one last chance to reply before I will be making an official complaint to Comoros.

Hello,

User's account is under investigation currently which can take up to 6 month. However we will do our best to accelerate this process as much as possible.

Kind regards.

Freshbet.

Hello Shamky,

I will close the complaint as "waiting for the decision" as we cannot keep the complaint open for six months. You or the casino can request a reopen of the complaint once the investigation is done.

Thank you for your understanding.

Dear Shamky,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Hello Stefan,

I have tried contacting the Licensing authorities, but I was not contacted back, possibly you have gained any contacts over this course of time?

There is also a month left to the investigation that Freshbet has set, and I have tried contacting them regarding any updates, but they have stopped all communication with me, is it possible for you to try and get an update on this?

Dear Freshbet Casino,

Could you give us an update regarding the investigation? A significant portion of the six-month time span has passed, and the investigation should be close to over.

I'll be awaiting your reply.