Freshbet Casino - Обліковий запис гравця було заблоковано після запиту на зняття коштів.

I have been using the site for a while, withdrawn before so fully verified. Over 2 weeks ago I withdraw 700 and then 1600 USD from casino with money won from deposited money and not bonus. The withdrawal showing as processing since. I have contacted customer chat who say can take up to 10 working days and to be patient, then a few days ago I tried to contact again and they have blocked me on chat, and then blocked my account so I can no longer login. Please help

Dear sellarssp011,

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. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Hi.

i believe i opened the account approx 5-6months ago, and i am fully verified and have withdrawn successfully before. The money was won on slots.

thanks

Hi sellarssp011,

• Is there any relevant communication that you could forward to petronela.k@casino.guru before we contact the casino directly?

Thank you.

No. All communication was done on online chat so no email correspondence to share.

thanks

Thank you very much, sellarssp011, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, sellarssp011,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Freshbet Casino team,

Could you please explain the player's situation in more detail? What steps should the player take to unblock the account and/or withdraw his winnings? Are the withdrawals in question still pending, or, did the casino confiscate his winnings?

If we are talking about a breach of the casino's Terms and Conditions and the user's winnings have been confiscated, is the casino able to substantiate its claims and decision with relevant evidence? If it is only about a common delay, what is the estimated time frame for processing the withdrawals?

If needed, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Hello,

We would like to inform you that the user has already withdrawn 700 USD and he has never requested a withdrawal of 1600 USD on the website. User's winnings have not been confiscated.

The account has been closed only per user request.

Regards.

Freshbet.

Thank you for the clarification, Freshbet Casino Team.

Dear sellarssp011,

Can you please be more specific regarding the disputed funds? Can you confirm you have successfully withdrawn £700, and that the account has been closed per your request? What does the remaining amount (£1,600) represent, please?

Are you sure you submitted the complaint with the correct disputed casino account?

When did you request the withdrawal (£1,600), and when should the confiscation have occurred?

Hi.

this is not true.

i requested 700usd to be withdrawn, then the following day 1600usd. Neither had been processed and my account was closed upon querying this.

Hi

please retract the complaint, after reviewing there has been a mix up on my part

Alright, sellarssp011, I understand. No problem at all. The case will be closed based on the information in your last post.

Do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Thank you very much, Freshbet Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru