Freshbet Casino - Igrač je frustriran ponovnim otvaranjem naloga nakon zahteva za zatvaranje.

I asked to have my account permanently closed days ago and told them it was because I was losing far too much. This was granted…. Two days later I get an email from them saying I have a bonus of £800 in my account, this stupidly enticed me back to gambling even though I have a problem with it and I have told them that. I went on to the live chat and asked to have my account reopen, somehow without any hesitation they reopened my account. I have since then been able to deposit and lose £1,000.

my complaint is that I asked them to permanently close my account and told them I was losing too much, I was then given bonuses to make me reopen my account, I was then able to reopen my account have being told it was permanently closed and I was then able to deposit and play on it.

please help, the stress and mental torture is too much

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 whether your account has been blocked or if it is still accessible to you?
• Have you unsubscribed from the casino's marketing communication via the option found in emails, or using an option in your player's account?
• Could you please share your self-exclusion requests with me? Please share the information with my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently open, I would recommend that you send a self-exclusion request, and this time, include me in the copy of your email. Use the option in your player's account, or in any of the previous promotional emails of the casino, to unsubscribe from the casino's marketing communication.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Freshbet Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@fresh-bet.com (include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

I have replied to you with an email

Thanks for your response and the information you provided.

We believe the casino is obligated to protect you from further gambling if you disclose suffering from gambling problems. If you don't, you might not be protected. The fact that you requested account closure due to losing too much is not sufficient circumstances for us to conclude that the casino should have protected you. Since the casino later closed your account, acknowledging your gambling problems, there is no further action we can take regarding the issue.

Be sure to take advantage of the tools and strategies found in our responsible gambling guide: https://casino.guru/responsible-gambling-guide

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.