Freshbet Casino - Dobici igrača su konfiskovani.

Dear Casino Guru Team,

I am opening a complaint against Freshbet Casino regarding the unfair and untransparent administrative confiscation of my winnings.

I deposited 42 € and built my balance up to 1,000 € completely fairly. To withdraw the money, I submitted all the requested KYC verification documents. The casino reviewed and approved my KYC verification.

After my account was fully verified, I resubmitted my 1,000 € withdrawal request. However, about 12 hours later, the casino rejected the withdrawal and administratively confiscated my entire winnings, leaving me with a remaining balance of only 32 €. They sent a vague email claiming a breach of Section 10 (Anti-Fraud Policy) and a 20% deduction of my deposit.

I have played 100% fairly, used my own payment methods, and provided correct legal documents which they already accepted during KYC. When I asked the support for the exact reason, the agent blocked my request by stating: "You have violated the 10th part of the terms and conditions; sadly, I'm unable to provide further information."

It is highly unfair that the casino approves my identity verification, waits 12 hours, and then uses a blanket clause to steal a legitimate 1,000 € win without any explanation. I kindly ask Casino Guru to intervene, contact Freshbet (Ryker B.V.), and request them to show the actual evidence for this decision.

I have attached all relevant screenshots of the rejected withdrawal, the administrative balance deduction, and the chat log.

Kind regards

Cem

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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 types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus?
• Have you ever requested a chargeback for deposits made at this or any other online casino?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?

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

Which games did you play?

I started out playing slots and tried to make a €140 withdrawal, but it was rejected and I was asked to complete KYC. After that, I just played roulette with the money. 

With or without a bonus?

I played completely without any bonus

Have you ever requested a chargeback?

never. I have never requested a chargeback at this casino or any other online casino. All my deposits were fully paid and authorized by myself.

Is there anyone else in your household using the same IP or holding an account?

No, there is absolutely no possibility of this. I am the only person in my household who holds an account at Freshbet, and nobody else uses my devices or my IP address to play there. I also completed my KYC with my official personal documents, which was approved by the casino before they confiscated my money.

I hope this helps to clarify the situation. Please let me know if you need any further details

Best regards,

Dear isaaig,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Dear player,

My name is Barbora, 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?

Thank you in advance.

I don't think that will work. they'll just ignore it until the end and prefer to do it that way before they pay anything out

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Barbora