Freshbet Casino - プレイヤーは引き出しの遅延や不正確な情報に直面します。

Good afternoon,

I'd like to submit a complaint in regards to a withdrawal that I am still trying to resolve myself with the casino.

I had a balance of almost 6000 euro and had a relatively good month. I knew I was close to the maximum cashout of 15,000/7500 per month/week so I headed to live chat to ask how much I could take.

They confirmed to me that I could withdraw 617 on that day And 2433 the following day. I left the casino for the night and returned the following afternoon to request my withdrawal of 3050 which was rejected due to withdrawal limit. I waited until the evening and requested again for 3000 which was also rejected due to withdrawal limits.

I went back into live chat yesterday to chase up an email I had sent to the support team and they hadnt recieved one from me, which upon further inspection there was a - missing in the email address which I had copied and pasted from site/Google.

I spoke to the manager 'Joe' in live chat who went through the transcript with the agent which was as expected, and confirmed my requests and information provided by the agents.

I was claiming this money returned as the delay caused me to spin this money away where had the withdrawal rightfully had been processed, this wouldn't of happened.

The manager told me that the agent had given me incorrect information and that I would of had to wait a further 2 days due to it being on the 28th of the month...but my withdrawal was requested for the 13th. He said there was nothing he could do. I have escalated this to the email address they provided for investigation.

In my opinion, the casino have not followed there terms correctly and given me information that I have followed. It is not my fault that the information provided was incorrect.

Please look into this as I'd like my rightful withdrawal amount.

I have transcripts of the conversation with the manager should you require them.

Regards

Joe

Hello mrdubstep116,

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?
• Do I understand it correctly that you have lost all of your balance?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

Account is fully verified with all deposit methods and previously never had any issue with withdrawals.

Winnings were accumulated with real money, no bonus attached.

I lost the balance of 6000 whilst waiting, but the max allowance at the time was 3000 (previously would of been more but they reset my VIP status to zero also) so on actual fact I would of been able to withdraw all of it.

I spoke to the casino 3 days ago, admitted to their mistake but did not reimburse me with my winnings. The manager stated he was powerless to do anything and I should email support, which I have but heard nothing back.

I'd accept a 1x wager playthrough of the full balance or just a non wagered reeinbursement of attempted 3000 euro withdraw

Hope that's accurate enough for you.

Just an update following on from this response, the casino have deleted my account now (I cannot log in at all) and still have had no response from them from the complaint I put through in email.

An update on this.

Being asked to send personal money to them so they can send me back double the amount. But not sure who I'm talking too in this respect!

What is going on?

Dear mrdubstep116,

Thank you for your message.

Please be advised that if a balance has been lost due to gameplay, it is not eligible for a refund. The casino cannot be held responsible in cases where a player chooses to continue playing rather than waiting for a withdrawal request.

Additionally, as per our terms and conditions, the casino reserves the right to block any player account without prior notice, particularly if the account balance is zero.

Given the circumstances and the fact that the original issue is no longer applicable, we will now proceed to close this complaint.

Best regards,

Nick