Freshbet Casino - Spelarens konto stängs efter en omtvistad transaktion.

I noticed that my account had a transaction called"System Withdraw" for 1764,67 Eur that was not from me. My account had 1892,67 Eur balance at the time before the withdrawal and 128 Eur after. I wrote to the live chat and they said it was because I had violated the Terms and Conditions sections 9 and 10. After I talked to live chat they blocked my account.

I had earlier made a withdrawal for 50 euros and had to do Kyc verification which was approved.

I tried asking them to be more specific but the live chat wouldnt answer me. I dont how I wouldve broken their terms and conditons.

Dear Kimgron,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Did you use a VPN?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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, 

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible. 

Im the only one in my household.

I do not use a VPN.

I never took a bonus.

I'll email you the conversation I've had with livechat and their mail-support later this evening.

Thank you for helping.

Dear Kimgron, thank you for the information provided.

Did you deposit money using a payment method registered in your name?

I deposited with my Revolut card thats in my name.

I was approved by their KYC and successfully withdrew 50 EUR prior to me being blocked.

Dear Kimgron, did you play casino games or bet on sports?

Both

Thank you very much, Kimgron, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Kimgron,

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

Hello Kimgron,

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,

I would like to inform you that the reason of closing the user's account and the whole explanation of the case has already been provided to the above mentioned email address.

Regards.

FreshBet.

Dear FreshBet Casino,

Thank you for your email, I have responded back with some additional questions and am awaiting your reply.

Dear Kimgron,

Could you please inform me if any of your family or friends hold an account with Freshbet Casino? If that is the case, have you or they accessed these accounts from the same location, possibly during a visit?

I have family who lives close by who I know have an account with freshbet.

We however dont share household.

I don't know if I could've been logged on when I visited, and I don't know when they are accessing their account.

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.

Dear Kimgron,

Despite granting an extended time period and my multiple urges, the FreshBet Casino team could not provide sufficient evidence of the rule violation they had previously pointed out and in the end, they became unresponsive to my queries. Additionally, there has been no indication of a reassessment of their original decision, so unfortunately, there is nothing further that can be done in this instance. This situation does not align with the fair practices we advocate for in promoting a fair gambling environment for both players and casinos, so we had to close this complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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.

If you want to take your complaint further, you can submit a complaint to the Curaçao Gaming Control Board (GCB) via this contact form. Although GCB does not handle disputes between players and gaming operators, they have mentioned this in their Complaints section:

So it might still be worth a try. Please let me know if and how they responded at michal.k@casino.guru should you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru