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Hello, I deposited 250 and reached up to 600 which I requested to withdraw. They rejected the withdrawal, claiming I have a duplicate account according to their terms and conditions, even though I withdrew earlier last week. They said I could keep 250 from my last deposit, and I had won a bet this week. I do not have a duplicate account, is that fair?

Hola, deposité 250 y obtuve hasta 600 que se solicitó para retiro y rechazaron el retiro y dedujeron que tengo una cuenta duplicada y está en sus términos y condiciones cuando literalmente retiré a principios de la semana pasada, dijeron que podía tener 250 de mi último depósito, y había ganado una apuesta esta semana, no tengo una cuenta duplicada, ¿es eso justo?

Hello albertoibarra777xd,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Freshbet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?
• Did they provide any evidence of multiple accounts?

Looking forward to your answer.

Regards,

Nick

Hello, my account is fully verified, I sent the documents they asked me for and they accepted them, when I tried to withdraw they took the funds from me. They never provided any evidence that I violated their policies, I have been scammed.

Hola, mi cuenta está totalmente verificada, mandé los documentos que me pidieron y me los aceptaron, cuando quise retirar me quitaron los fondos. Nunca aportaron ninguna evidencia de que haya infringido sus políticas, me han estafado.

Hello albertoibarra777xd,

Is your account currently still open?

Please forward the communication between you and the casino regarding this matter to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Made

Hecho

Dear Albertoibarra777xd,

Thank you for providing all the necessary information. Since it remains unclear why the casino closed your account, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru), who will assist you further with this matter.

Wishing you the best in resolving the issue.

Best regards,

Nick

Hello albertoibarra777xd,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Freshbet Casino to join the conversation.

Dear Freshbet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

Dear Casino Guru Representative,

We would like to inform you that we have provided detailed explanation of the case and the reason of deducting user's winnings and closing the account along with proper evidences.

Regards.

FreshBet.

Dear Freshbet team,

Thank you for your email. I have sent some additional questions and look forward to your reply.

Dear albertoibarra777xd,  

Could you kindly let me know if any of your family members or friends have an account with Freshbet Casino? If so, have you or they accessed the casino accounts from the same location, perhaps during a visit?

Yes, a friend of mine had an account at Freshbet, but I have nothing to do with it, as he played with his account and I have now played with mine, without any interference. I visited him a few weeks ago.

Si, un amigo ha tenido cuenta en Freshbet, pero yo no tengo nada que ver ahí, ya que el jugó con su cuenta y yo he jugado ahora con la mía, sin que se interfieran. Lo visité hace unas semanas.

Hello albertoibarra777xd,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your messages with information and evidence, Freshbet team.

Dear albertoibarra777xd,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts created close one after another linked with the same IPs and device agent. All of the accounts engaged in the same or strikingly similar gameplay, which cannot be considered as just a mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way. The casino team has acted according to its terms and conditions as was previously communicated to you.

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, and we will try our best to help.

Best regards,

Michal

Casino Guru