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.

Important notice:

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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

Thank you for your reply and for reviewing my complaint.

Here are my answers to your questions:

Did anyone from your household or anyone using the same IP address participate in the same promotion?

Yes. After I had already created my own account and started playing, some family members and colleagues also created their own accounts and claimed the promotion. Each person used their own personal details and their own account. I genuinely did not know that this could affect my eligibility for the bonus.

Did you and other people access the casino from the same device?

Yes, some family members used the same computer at home. On one occasion, I also shared my mobile hotspot with colleagues at work. I did not know that sharing an internet connection or device could be considered a violation of the bonus rules.

Did you ever use a shared payment method?

No. I did not make any deposit. I only used the free spins promotion, so there was no shared payment method.

Did you complete the KYC verification?

Yes. I completed the KYC verification using my own valid Swiss passport.

I would also like to add that I never created more than one account for myself and never intended to abuse the promotion or commit fraud. I completed all wagering requirements myself and believed that I had fulfilled the conditions before requesting my withdrawal.

Thank you very much for taking the time to review my case.

Hello Fellow,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Player,

Thank you for your reply and for clarifying the situation.

After carefully reviewing the information you provided, we must unfortunately inform you that we are unable to assist further in this case.

You have confirmed that:

• Another person from your household has an account at the same casino.
• The same device has been used to access both accounts.
• The same free promotional offer was utilized across these accounts.

From the casino’s perspective, this combination of factors represents a significant risk of multi-accounting or bonus abuse, even if this was not your intention. Most online casinos strictly prohibit multiple accounts being accessed from the same device or funded via the same payment method, as this makes it impossible for them to reliably distinguish between two independent players.

While we understand that you share a household, and access the casino from the same computer, this setup unfortunately creates exactly the type of situation that casinos classify as duplicate account usage. In such cases, casinos are generally within their rights to restrict or close accounts and confiscate winnings if their Terms and Conditions prohibit this behavior.

Given the circumstances and your own confirmation of shared device, we do not have sufficient grounds to challenge the casino’s decision. For this reason, we are unable to proceed with mediation or request the payment of the winnings on your behalf.

We understand this is not the outcome you were hoping for. For future reference, we strongly recommend that each player uses separate devices and separate payment methods, to prevent similar situations.

This rule is also outlined in the casino's terms and conditions:

9. USE OF PLAYER ACCOUNT

Only one Account is allowed per person, household or IP address.

Creating multiple Player Accounts by a single Player can lead to termination of all such Accounts. The Player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.

Any returns, winnings or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us, and Players undertake to return to Us on demand any such funds which have been withdrawn from the duplicate Account.

The Website can only be used for personal purposes and shall not be used for any type of commercial profit.

You are eligible for all bonuses per Freshbet account, which shall mean no more than one of each bonus per user, IP address, computer device, family, residential address, telephone number, credit or debit card and e-payment account, e-mail address, and environments where computers are shared.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Attila