Freshbet Casino - Igrački račun je zatvoren, a dobici konfiskovani.

Dear Sir or Madam,

I am requesting an independent review of my dispute with FreshBet.

I registered a FreshBet account using a promotional code that awarded free spins. I completed all the required wagering requirements in good faith. After completing the wagering, my balance reached approximately CHF 1,150 (CHF 800 withdrawal request and around CHF 350 remaining in my account).

Shortly after requesting my withdrawal, FreshBet informed me that my account had been permanently closed and all of my winnings had been confiscated for an alleged breach of Sections 9 and 10 of their Terms and Conditions.

I respectfully disagree with this decision.

I had only one FreshBet account, registered in my own name and verified with my valid Swiss passport. I never created multiple accounts and never used anyone else’s account.

After I had already created my own account and started playing, I told some family members and colleagues about the promotion because I thought they might also enjoy trying the casino. They created their own accounts using their own personal information. I genuinely did not know that sharing the same Wi-Fi, internet connection or mobile hotspot could affect bonus eligibility or be considered a breach of the Terms and Conditions.

I never intended to abuse any promotion or commit fraud. I completed all wagering requirements myself before requesting a withdrawal.

I contacted FreshBet several times and explained that any breach was completely unintentional. FreshBet acknowledged that my actions may have been unintentional but still refused to change its decision. They also refused to explain the specific facts or evidence on which their decision was based, stating only that this information is confidential.

I respectfully believe it is unfair to confiscate all of my winnings without clearly explaining what I personally did that justified such a serious action.

I kindly ask for an independent review because:

I had only one verified account.

I completed all wagering requirements before requesting my withdrawal.

I never intentionally violated the rules or attempted to commit fraud.

FreshBet has not explained the specific facts that justify confiscating my winnings.

I acted honestly and was genuinely unaware that other people using the same internet connection could affect my account.

My requested outcome is the payment of my confiscated winnings of CHF 1,150, or another fair resolution after an independent review.

Thank you very much for your time and consideration.

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Stay safe.

Dear Fellow,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please let me know if anyone from your household, or someone using the same IP address, has participated in the same promotional offer?
• Is there a possibility that you and others sharing the same IP address have accessed the casino using the same device?
• Have you utilized a shared payment method?
• Additionally, could you please confirm whether you have completed the KYC verification?

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

Best regards,

Attila