Fresh Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

Hi,

Very nice experience with this casino until you need to contact support and have problems!

The Casino is never guilty in anything and only you have to pay for your own and Casino mistakes.

I made a deposit on 30th of December and I could not use it because the Sports betting is not working, as I understood at the end it does not work in my country anymore… it still does not work. So I can not wager the deposit, basically I have lost my deposit.

when I asked that I need a refund they said everything is working which was a lie and I need to wager the amount which is not possible because the site is not working proper!

I asked the support and we found an understanding that I can withdraw my money for 10% fee, which is totally unreasonable, basically they are stealing my money, but that was not it… I tried to do everything as I was said and it was not possible aswell, other support said that there is no other option to get my money back and I asked them to block my account… so I could return my deposited money. I was not informed that I will loose my funds then… and as from all my experience in such case when nothing illegal has happened they should return the money from your account to my bank.

And they excluded, took all my deposit… later after complaints they allowed me to reinstate my account so I can withdraw my money… but there was 0 information that it is just for a moment… and I continued using the Casino more/less for Casino purposes.

I got phone calls from Vip support, got bonuses, made plenty of deposits (around 1000 Euros) and yesterday on my Birthday 20th of January I made a deposit for 100 Euros and they blocked my account and said that it had to be blocked… nice birthday gift we are in the same situation here as we were in the start… no warnings, no nothing, just a message that you have been blocked and you had to be blocked from December.

ok, I understand when I am not necessary, but this was totally disgusting behaviour and I once again had to pay for Casinos errors, no apologies , no nothing as all these problems were my fault!?

As I had to be blocked all this time then I would like to have all my deposits back from the time (30th of December until 20th of January) approximately 1000 Euros as it was Casino error and I was not eligible to use it!!!

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What was the real-money balance in your account at the time the casino blocked it on January 20?
• Was your last deposit of €100 still available in your account when the casino informed you about the account closure? If yes, has the casino specified whether this amount would be refunded to you?
• What reason did the casino provide for blocking your account?

Please note that if your previous deposits were played and lost during regular gameplay, we are unfortunately unable to request a refund on your behalf.

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

Thanks for the reply!

I just made a sports bet and I do not know if it went through because I am not sure what I placed, cause I was blocked immediately… so balance was 0, but there was active activity from my side.

I was informed that I had been blocked , because on 30th december I asked about my account to be blocked to retrieve money I did not had chance to use/wager.

and my concern is not those 100 Euros I deposited in my last day on the casino, those are all those Euros I deposited while I was not supposed to be there at all as the support told me. It would never be a concern, if I was not blocked in my Birthday because of their mistake.

Thank you for explaining your situation in detail.

Any deposits you made previously, which were used for regular casino gameplay and subsequently lost, are considered voluntarily wagered by you. Since these funds were actively used for gaming, we cannot request them back from the casino. We would only consider intervening in cases where a player won funds but was prevented from withdrawing them due to restrictions or technical errors — which is not the case here.

Regarding your most recent deposit, which you made for sports betting: as this involves sports wagers and not casino gameplay, we won't be able to assist you. Regrettably, we do not handle disputes related to sports betting. We don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting. This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika