Freshbet Casino - Запитувані кошти гравця були конфісковані.

I hope this message finds you well. I am reaching out to file a formal complaint against Fresh-Bet regarding their refusal to release funds amounting to €5000, which were promised to me as a goodwill gesture following a self-exclusion request.

Background:

On June 25, 2024, I received communication from Fresh-Bet’s support team stating that I may be entitled to the deposits I initiated after my self-exclusion request on May 18, 2024. They further confirmed their willingness to return €5000 as part of an amicable resolution (see attached email correspondence for reference).

Despite multiple follow-ups on my end, including an email sent on October 4, 2024, I have yet to receive these funds. Fresh-Bet’s non-payment has caused me significant distress, and their lack of action in this matter raises serious concerns about their commitment to fair play and compliance.

Supporting Documents:

• Attached email correspondence between myself and Fresh-Bet’s support team, where they acknowledge the agreed-upon payment..

Request:

I kindly ask for AskGamblers ADR’s intervention to:

1. Investigate the matter of non-payment and Fresh-Bet’s failure to fulfill their commitments.

2. Ensure the release of the €5000 that was promised as a settlement in this case.

Thank you for your time and assistance in resolving this matter. I look forward to your prompt response and guidance.

Sincerely

Dear Utkarsh,

Thank you very much for submitting this complaint. I am sorry to hear about your problem.

Please send me the original email from the casino promising you a refund of your lost deposits as an attachment in .eml format to veronika.l@casino.guru.

Moreover, could you please confirm if you passed the full KYC verification in this casino? You already submitted a complaint about Freshbet Casino in the past that was dealing with unsuccessful verification. Please bear in mind that if your account was not fully verified, you may not be eligible for a refund.

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

Hi, my account was fully verified and No my past request should not be closed due to pending verification or any other reason! I even had a VIP Manager, forwarded you the mail.

Thank you very much, Utkarsh, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear Utkarsh,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Freshbet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Freshbet Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's refund?

Thank you in advance for your response!

Best Regards,

Kubo

Hello,

We would like to inform you that the user claims that he sent an email about closing the account on 16th of May when he did not even have an account created in our system. He created an account on 17th of May, therefore, we were not able to assist him with this request and close an account which did not exist by that time obviously.

Also, we have ongoing complaint about this case on AskGamblers and we have sent all required evidence already. Since the discussion of this case will end soon on AskGamblers, we kindly ask you to close it here.

Kind regards.

Freshbet.

Dear Freshbet Casino,

Thank you for your prompt response.

I would like to clarify that the Casino Guru Complaint Resolution Center operates independently and is neither affiliated with nor connected to AskGamblers in any way. As this case has also been submitted on our platform, we will conduct a thorough investigation based solely on the evidence provided directly to us.

To proceed effectively, I kindly request that you send the relevant evidence regarding this case to my email address at jakub.m@casino.guru. If we do not receive this information, we may have to consider the complaint unresolved due to insufficient evidence, which could result in negative implications for your casino's rating on our site.

Thank you for your cooperation and support in resolving this matter.

Freshbet is blatantly lying and covering up for their lack of responsible gambling tools. They agreed on paying part of my deposit and reneging on that request as well. Such a shame.

There is enough proof where I reached out to them before and after account creation for self exclusion on all their platforms and yet the request was ignored.

Hello,

We would like to inform you that the required evidence has already been provided to this email address: jakub.m@casino.guru

Kind Regards.

FreshBet.

Dear Utkarsh,

To proceed with a thorough investigation, I kindly ask you to send the complete email communication with the casino in EML format, as previously requested by my colleague Veronika. The screenshots of the PDF file you provided cannot be considered definitive evidence.

To download the messages from your Gmail account, please click on the three dots in the top right corner of the email and select "Download message" (refer to the attached screenshot for guidance).

Please attach all available EML files and send them to my email address: jakub.m@casino.guru.

Ok sure, will share it over the weekend

Have shared all the proof and evidence. Request Freshbet/Ryker BV to refund my deposits

Dear Utkarsh,

I have not received any of the requested emails from you.

Please check again

Mail is bouncing back on the mail is provided, please confirm the id

Dear Utkarsh,

I want to clarify that the email address I provided is accurate and has successfully received messages from others. We do not block incoming emails from specific domains, including Gmail, unless absolutely necessary. If possible, please try sending the requested emails from a different account.

Additionally, the casino has shared evidence of multiple attempts to reach you by email, but they have not received any responses. They also mentioned that they have not received any emails from you. Furthermore, they requested a video recording of your Gmail outbox, which also remains unaddressed.

The validity of your claim that you sent the email with your request is questionable, as it is dated May 16, 2024, just one day prior to your actual registration with the casino.

Given that the casino has already fulfilled my requests for evidence while you have not, I kindly urge you to cooperate by providing the requested documents instead of seeking to evade the issue.

Thank you.

Hi Jakub, this is a Sri g and biased statement. You say I am evading the issue, but have shared the proof clearly. It is the operator that has not responded to my mails despite sharing the proof. Clearly you seem to be biased here. I have mailed the proofs again but am getting a bounce back, do you have a mail size limit?

Regardless, it is evident that you are biased and in cahoots with the operator here! Stop passing judgements without checking for facts

Dear Utkarsh,

My request is straightforward, and please let me determine what constitutes clear proof and what does not. You provided a screenshot of an email, claiming it was sent; however, the date conflicts with your actual registration date at the casino. I agree with the casino's position that it would not be possible to close an account that did not yet exist. Please understand that our resolution process is based on verified facts and indisputable evidence, not on unverified claims from players or casinos.

While I understand that email servers have size limits, it is unreasonable to suggest that a simple text message with your self-exclusion request exceeded 20+ MB. I use the same email server as my colleague Veronika, to whom you previously sent an email without any issues - so it’s surprising that this has now become an insurmountable obstacle. Have you provided the video recording of your mailbox to Freshbet Casino, as they requested?

As for your remark, "Stop passing judgments without checking for facts" - that is precisely what I am attempting here. However, instead of the necessary evidence, I am receiving repeated justifications.

Dear Freshbet Casino,

Could you please clarify the details of this case once more and provide a public response?

Thank you!

I have provided Video recordings and it seems the proofs are not being acknowledged and you are causing a confusion and passing a prejudiced verdict. Possible to get on a call or share some link where I can transfer all the proofs to both you and Freshbet- even. Though Fresh et acknowledged the video and is lying here

Dear all,

We would like to clarify the details.

Customer sent the email on 16-th of May, however for that time he did not have account with us. Obviously, its not possible to close the account, which does not exist.

Despite of, this is absolutely enough to say, players request is irrelevant and not fair, we deeply continued checking the case and tried to find the way to help customer. In process we found out, that customer never, ever sent any email to us. We kindly asked customer the evidence, if he really sent the email. Since gmail has a function to proof it, of course we asked the evidence from Gmail. Unfortunatelly, we never received any evidence as well. Since there was no any proof, any evidence, any email, any chat or anything, of course we made a decision, that players request was not fair and we did not agree to refund money.

We have provided you with all possible evidence and cooperated as mush as possible to make everything clear and solve the case. Hope all this information, plus all the evidences, screens and documents which we have sent you via email, will be enough to close the case.

Regards,

FreshBet

This is a lie and all the proof has been shared. I have shared this with you Casino Guru Team. Kindly take a look. I have never received any mail failure notification from the Casino either.

Dear Utkarsh,

Thank you for providing the requested documents. However, after reviewing your case, I must stand by the casino's position.

Had you already registered an account at the casino and subsequently requested self-exclusion, and if the casino had failed to honor that request by not closing your account, then you would indeed be eligible for a refund. However, in your case, you requested self-exclusion before registering, which, understandably, cannot be processed. The casino is not obligated to retain personal data for individuals who have not registered, nor agreed to the Terms & Conditions and Privacy Policy.

Furthermore, the way you attempted to manage this situation raises concerns. Requesting self-exclusion before even registering, then subsequently depositing funds into your account, is highly suspicious. Such behavior typically suggests an attempt to exploit responsible gambling policies for unfair advantage, with the expectation of "no-risk play." If a player wins, they may not notice any issue since the self-exclusion request would not be linked to an active account. However, if they lose, they may claim that they should have been excluded, as you have done, and demand a refund.

The self-exclusion policy is clear: it applies only to players who have registered, agreed to the casino’s Terms & Conditions, and have an active account. Unfortunately, this does not apply to your case, as you were not a registered user at the time you submitted your self-exclusion request.

Additionally, please note that casinos typically require a reasonable period of time to process self-exclusion requests. You requested self-exclusion on Thursday, May 16th, created an account the following day on Friday, May 17th, and immediately began depositing substantial amounts. The casino would not have had adequate time to process your request, even if it had been submitted properly.

Given the above, I must conclude that you are not eligible for a refund, as the self-exclusion policy does not apply in this situation.

Therefore, I am forced to reject your complaint as "unjustified".

For future reference, I strongly advise adhering to casino policies and avoiding attempts to bypass or manipulate the system.

Thank you for your understanding. I’m sorry that I could not provide a more favorable resolution in this case. Should you encounter any other issues with this or any other casino in the future, please do not hesitate to reach out to our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo