Fresh Casino - ギャンブルへの懸念により、プレイヤーのアカウントは閉鎖されました。

My account at Sol Casino was closed on 05/04/2021, yet I continued to play at Fresh Casino despite the closure of my Sol Casino account due to gambling addiction. My Fresh Casino account was eventually closed on 26/08/2021. I have deposited at least 290€. Fresh Casino responded by saying it was even illegal to request a refund.

Tilini Sol Casinolla on suljettu 05/04/2021 mutta olen sen jälkeen pelannut Fresh Casinolla vaikka Sol casinon tili on ollut suljettu peliriippuvuuden vuoksi. Fresh tili on suljettu 26.08.2021. Olen tallettanut ainakin 290€. Fresh casino vastasi että on jopa laitonta pyytää rahoja takaisin.

Dear Imjjj,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Fresh Casino.

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have requested a self-exclusion from Fresh Casino directly?

Looking forward to hearing from you.

Best regards,

Nick

I have requested 26.08.2021. Sol from the casino on 05.04.2021 due to gambling addiction. Then it should also be prohibited for all casinos of the same company to play

Olen pyytänyt 26.08.2021. Sol kasinolta 05.04.2021 peliriippuvuuden vuoksi. Silloin pitäisi olla myös kaikilta saman yhtiön kasinoilta pelaaminen kielletty

Dear Imjjj,

If you did not request it directly in Fresh Casino, the casino is not obligate to refund anything. You always have to request for self-exclusion in each casino directly.

Unless you did not ask for self-exclusion in this casino directly, there is nothing we can do.

Is there anything else we could assist you with?

Why then, for example, did Rocketplay casino return the money even though I didn't directly ask them to close, but the ban was for the sister casino

Miksi sitten esim Rocketplay kasino palautti rahat vaikka en heiltä suoraan pyytänyt sulkua vaan pelikielto oli sisarkasinolle

Dear Imjjj,

As the casino has Curacao license, it is completely up to them whether they have or do not self-exclusion for their entire group or sister casinos. If they decided to refund the balance, is it their good-will but most of these groups do not share data with different brands (casinos within their group).

You can try to contact the licensing authorities in order to pursue this case but from our point of view, if you did not request the self-exclusion directly from Fresh Casino, they have no obligation to you.

The complaint will be now closed based on the above stated explanation.

Best regards,

Nick