Fresh Casino - Акаунт гравця заблоковано, виведення коштів відмовлено.

I deposited some money, placed bets on esports, the event played out as I had predicted, but the bets were cancelled. I tried to withdraw my deposit, they told me it was only possible with a 10% commission as the deposit was not played out, I agreed. They sent it for verification, I went through all the verifications.

The withdrawal was declined and they stated that it is mandatory to play out the deposit in order to be able to withdraw it. At the same time, they limited the maximum bet to 50uah for any event.

I played out the deposit in roulette with a small plus, they declined the withdrawal and requested additional verifications, including a phone call to me. I went through all additional verifications, they said I could withdraw the funds.

I made a withdrawal request, it was pending. The next day I saw that my profile was blocked and the support is refusing to even withdraw the deposit.

Задепозитил деньги, сделал ставки на киберспорт, событие сыграло как я и спрогнозировал, но ставки анулировались, попробовал вывести депозит, сказали что вывод возможен только с комиссией 10% так как депозит не был отыгран, я согласился. Отправили на верификации, я прошел все верификации.

Отклонили вывод и сказали что нужно обязательно отыграть депозит чтобы была возможность его вывести. При этом лимитировали макс бет до 50uah на любое событие.

Я отыграл депозит в рулетке с небольшим плюсом, отклонили вывод и запросили дополнительные верификации, включая звонок мне по номеру телефона. Прошел все дополнительные верификации, сказали что могу вывести средства.

Поставил на вывод, было ожидание. На следующий день увидел что мой профиль заблокирован, в поддержке отказываются вывести даже депозит.

Dear kartun2013,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please send me the communication with customer support where you were informed that your deposit would be credited back to you if you wagered it? Please include any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

Did you make a new deposit after your winnings from esports betting were canceled, or do you want to withdraw your original deposit?

Was your account blocked only after you played roulette?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

My eSports bet was not lost, it was simply voided, the deposit was returned to the balance and the winnings were not credited.

They did not want to withdraw this deposit and said that it is necessary to play it, but at the same time they reduced my maximum bet limits on favorite events to 50uah (sports/eSports and favorite other bets)

Therefore, I had to go to roulette, there I bet on red/black with a 50/50 chance and scrolled through the amount that was required to withdraw the deposit, and even came out in a small plus (deposit 6906uah, balance after roulette 8700+) After that I again put money on withdrawal and passed additional verifications

And the conclusion turned into expectations. And today, when I went to check whether my withdrawal had taken place, I saw that my account had already been blocked.

Моя ставка на кіберспорт не була програна, вона просто була анульована, депозит був повернутий на баланс а виграш не зарахований.

Вони не хотіли вивести цей депозит і сказали що потрібно обов'язково відіграти його, але при цьому знизили мені ліміти на максимальну ставку на любі події до 50uah (спорт/кіберспорт та любі інші ставки)

Тому прийшлось йти в рулетку, там я ставив на червоне/чорне з шансом 50 на 50 і прокрутив сумму яка була обов'язкова щоб вивести депозит, та навіть вийшов в невеликий плюс (депозит 6906uah, баланс після рулетки 8700+) Після цього я знову поставив гроші на вивод та пройшов додаткові верифікації

І вивод перевівся в очікування. А сьогодні коли я зайшов перевірити чи мій вивід відбувся то побачив що мій аккаунт уже заблокований.

This is the reason they gave for the blocking.

And here is the match I bet on

https://egamersworld.com/valorant/match/Zso0pgTiW/skulls-esports-vs-r8-esports-mdnRYmV19g

The tournament favorite was playing against the tournament underdog, I bet R8 on the tournament favorite.

Ось яку причину блокування вони назвали.

А ось на який матч я ставив

https://egamersworld.com/valorant/match/Zso0pgTiW/skulls-esports-vs-r8-esports-mdnRYmV19g

Фаворит турніру грав проти аутсайдера турніру, я поставив на R8 фаворита турніру.

Thank you very much, kartun2013, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, kartun2013!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello dear Casino Guru and dear player kartun2013!

We have emailed Pavel to discuss this complaint further.

Best wishes,

Fresh Casino!

We are still awaiting the casino's response to our evidence request.

Dear Casino Guru,

We have emailed the proofs.

Best wishes,

Fresh Casino!

Thank you, Fresh Casino!

kartun2013, we have received evidence from the casino that you have breached clauses 10.1.2, 10.1.6 and 10.2.2 in an unfair way. I cannot disclose you more information, but we consider such type of behavior unacceptable. Therefore, I must reject your complaint. Do you have any further comments?

Dear kartun2013,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have no comments. What can be the comments

I made a bet according to the streamer's prediction on the favorite team with a small margin (1.3-1.7), the team I bet on won, but the bet was rejected and the winnings were not credited

But then, as you can see, the casino does not want to return even my deposit and says that I violated some rules

They themselves gave the opportunity to bet on this match, what is my fault? What evidence can there be that I violated these rules if this is complete absurdity.

Just a shame

У мене немає коментарів. Які можуть бути коментарі

Я зробив ставку по прогнозу від стрімера на команду фаворита з маленьким кефом (1.3-1.7), команда на яку я поставив виграла але ставку відклонили і не зарахували виграш

Але далі як ви бачите казіно не хоче віддавати навіть мій депозит і говорить що я порушив якісь правила

Вони самі дали можливість ставити на цей матч, в чому моя провина? Які можуть бути докази що я порушив ці правила якщо це повний абсурд.

Просто скам

I will only say that the breach of terms is not related to sports in any way.

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.