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SUMMARY OF COMPLAINT

Freshbet has confiscated my legitimate winnings of 2,402€ and is now attempting to close my account after retaining those funds, citing vague and unsubstantiated allegations of Terms and Conditions violations.

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FULL ACCOUNT OF EVENTS

I opened an account with Freshbet and made a deposit of 300€. I played and accumulated winnings, bringing my balance to 2,402€. I submitted a withdrawal request for the full amount.

Before the withdrawal was processed, I was contacted by Freshbet's KYC team and asked to complete identity verification. I complied in full — including submitting a video verification with my ID and a written note as requested. My KYC was successfully completed.

Despite passing full KYC verification, Freshbet subsequently informed me that my account would be permanently closed due to alleged violations of sections 9 and 10 of their Terms and Conditions, specifically referencing their Anti-Fraud Policy (collusion, unfair strategy) and Account Usage terms (third-party access). My withdrawal of 2,402€ was cancelled and those funds were confiscated.

I was then told I could withdraw only my original deposit of 300€, minus a 20% "transaction processing" fee — leaving a balance of 240€.

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WHY THIS COMPLAINT IS JUSTIFIED

1. NO EVIDENCE PROVIDED

Despite multiple formal requests across three email exchanges with both the KYC team and a named Compliance Officer (Theo Morgan), Freshbet has not provided a single piece of specific evidence to support the fraud allegation — no dates, no flagged transactions, no IP data, no device fingerprints, nothing. They have only quoted general policy clauses.

2. KYC COMPLETION UNDERMINES THE FRAUD CLAIM

Freshbet required and accepted full KYC verification from me, including video ID. If there were genuine concerns about fraud or third-party account access, completing KYC would have identified this. The fact that they passed my KYC and then confiscated winnings is contradictory and suggests the allegation is not made in good faith.

3. THE 20% FEE IS UNJUSTIFIABLE

A flat 20% deduction on a deposit — amounting to 60€ — has been described as a "transaction processing cost." No itemisation has been provided. This charge has no basis in standard payment processing fees and appears to be a penalty applied without contractual justification.

4. GDPR SUBJECT ACCESS REQUEST IGNORED

I submitted a formal Subject Access Request under Article 15 of the GDPR requesting all personal data and account records held on me. This has been submitted twice and has not been acknowledged or addressed in any of Freshbet's responses.

5. WINNINGS — NOT BONUS FUNDS

The 2,402€ withheld represents real-money winnings from gameplay, not bonus funds subject to wagering conditions. There is no bonus dispute here. Freshbet is retaining legitimate winnings on the basis of allegations they refuse to substantiate.

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CORRESPONDENCE HISTORY

- Email 1: Freshbet KYC team informs me of account closure (no reason given beyond "sections 9 and 10")

- Email 2: I request specific evidence, full balance restoration, and submit GDPR SAR

- Email 3: Freshbet KYC team (Meredith) replies with no evidence, redirects to compliance email

- Email 4: I formally dispute, set 5-day deadline, notify of escalation intent

- Email 5: Compliance Officer Theo Morgan replies citing general policy clauses, denies refund, offers 240€ withdrawal only

- Email 6: I respond requesting itemised evidence, SAR compliance, and full balance

All correspondence is available and can be provided upon request.

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RESOLUTION SOUGHT

I am requesting:

1. Full payment of my confiscated winnings of 2,402€

2. Return of the 60€ deducted from my deposit (the unjustified 20% fee)

3. Compliance with my GDPR Subject Access Request

Total amount sought: approximately 2,402€

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Freshbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? Which one?
• If needed, send additional evidence to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear A.Boragine,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear A.Boragine,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Freshbet Casino representative to join this conversation.

Dear Freshbet Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.