Freshbet Casino - Isplata igraču je odložena.

I am filing this complaint against Fresh Bet due to what I believe is a clear and unfair confiscation of legitimate winnings.

Here is what happened:

I recently played on my account at Fresh Bet and won around €600 through regular gameplay using real deposited funds — no bonuses or promotions were used.

When I attempted to withdraw these winnings, I received an email from Fresh Bet support stating that my winnings had been deducted due to their "Responsible Gambling Policy and Terms & Conditions."

The email did not reference any specific rule, policy, or violation I supposedly committed. It simply stated that my balance was adjusted to reflect my last deposit minus 20%, leaving me with only €13.

Despite this deduction, my account was not closed. It remains active, and I can still log in and continue playing with the €13 balance.

This behavior raises serious concerns.

If there had truly been a breach of any policy — such as a self-exclusion, duplicate account, or other responsible gambling issue — then:

My account should have been blocked or closed immediately.

I should have been prevented from depositing and playing in the first place.

Fresh Bet should have provided evidence and clearly cited terms and conditions to support their action.

Instead, they allowed me to:

Open and use the account freely,

Deposit money and gamble without restriction,

Win €600 fairly,

Then, only after I won, they removed the money with no proper justification — yet still left the account open.

To be transparent, I have previously self-excluded via GamStop on a different account with this operator some time ago (over a year). However, the current account is entirely separate and was created and used without any issue. If Fresh Bet had linked the two accounts or flagged the self-exclusion, they had a responsibility to enforce that before accepting my deposits — not after I won.

Their actions appear to be selective enforcement of policies in order to avoid paying out winnings, which is deeply unfair and likely predatory. It seems they are happy to take money from players with no questions asked, but when the player wins, they suddenly enforce vague "responsible gambling" terms with no evidence and no due process.

I am requesting the following:

A full return of my €600 in winnings, which were fairly earned.

A detailed and specific explanation from the casino as to why the winnings were removed, with direct references to the terms and conditions.

Confirmation of why my account remains open and playable if there was supposedly a serious policy breach.

I am asking Casino Guru to intervene and assist in resolving this matter. I can provide screenshots of my account balance, the email from support, and transaction history if required.

Thank you in advance for your help.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I have been told i will not receive my withdrawal though, its not a delayed withdrawal its a rejection of legitimate winnings.theyve deducted over 600 euros from me and left my account open

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Did you previously have an account with this same casino (Fresh Bet) that was closed due to gambling-related issues, such as self-exclusion through GamStop or another responsible gambling measure?

Are you still able to access your current account, meaning you can log in, make deposits, and potentially play?

At any point, did you inform Fresh Bet (either in the past or when creating the new account) about any gambling-related problems or a request for exclusion?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Yes, I previously had an account with Fresh Bet which I closed over a year ago after directly requesting self-exclusion through the casino itself (not through GamStop). I no longer had access to that account and eventually created a new one, unaware that there might still be any issue.

I was able to deposit and play with real money on the new account without any problems. I played responsibly, won around €600, and only during the withdrawal process did the casino suddenly deduct all of my winnings. They reduced my balance to €13 and claimed it was due to "Responsible Gambling" policies — but did not explain why or cite any specific terms.

As of today, they have not closed my account, and I am still able to log in and play the remaining €13. This shows they are allowing continued use of the account, despite claiming I should not have been able to play in the first place. My account is fully accessible. I can log in, view my balance, and play games as normal. The only thing they blocked was my €600 withdrawal. Yes, but only on the previous account, over a year ago. I did not declare any issues when creating the new account, and Fresh Bet did not flag or block it. If they had any internal exclusion system in place, it clearly failed — because they allowed me to create an account, deposit, and play freely. They only acted when I won and tried to withdraw — which seems deeply unfair. Yes — I will forward the email they sent me regarding the deduction, as well as screenshots of:

My current account showing the €13 balance

Their Terms & Conditions page (which was blank when I tried to access it)

A chat with support where they referred me to non-existent terms and ended the conversation when I asked for clarification

Dear player, do you still have access to your account?

Could you please forward the original messages or emails you sent to Fresh Bet when you requested the closure or self-exclusion of your previous account?

Thank you for your message.

I can confirm that I no longer have access to my previous Fresh Bet account, as it was permanently closed at my own request as part of a self-exclusion decision I made during a difficult period.

I’ve forwarded the only email correspondence I still have relating to that request. Unfortunately, due to the closure, I’m unable to retrieve or access any additional messages from that account.

Please note: This action was entirely voluntary and made in good faith. I reopened a new account much later after personal improvement, without realizing that doing so would be in breach, especially since the previous account was closed willingly and not due to any ban or misconduct.

Thank you again for your assistance in helping resolve this matter fairly.

Dear player, when you created the new account, did you use the same personal details (such as name, email address, date of birth, or phone number) as on your original, self-excluded account?

Are you still able to access your current account (the one where the €600 winnings were confiscated)? Can you still log in, play, or deposit?

To answer your questions:

Yes, when I created the new account, I used the same personal information (name, date of birth, phone number), but a different email address.

I was able to fully verify the account prior to withdrawing and successfully played and won before attempting a withdrawal.

Upon requesting the withdrawal, I was informed via email that my winnings had been confiscated due to a duplicate account violation, despite the fact that the original account had been self-excluded by my own request over a year ago.

I can still access the new account, and it currently has a balance of €13. I had deposited €15, but even €2 of that was deducted, which I find highly questionable. I can still deposit and withdraw

Given that my previous account was closed voluntarily and I acted in good faith, I believe the confiscation of my legitimate winnings is unfair and disproportionate.

Please let me know if you require any further details.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello willnj, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Freshbet Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej,

Thank you for getting in touch and for your support in helping to resolve this matter. I appreciate you involving Freshbet in the conversation.

Before they respond, I would like to provide further context that I believe is important in understanding the situation fairly and completely:

Freshbet did not initially inform me why my winnings were confiscated. I only received a vague message stating that my withdrawal could not be processed and my winnings were void. It was only after repeated live chat inquiries that they eventually claimed the reason was due to a "duplicate account."

I did indeed have another account over a year ago, which I closed voluntarily through self-exclusion as part of my personal decision to take a break from gambling. This was done in good faith and out of concern for my own well-being.

Over a year later, after seeing an advertisement, I registered a new account, not realizing this might breach any terms given the old account had been closed at my own request. I used the same personal information, but a different email address.

I was allowed to deposit, play, win, and even successfully complete full account verification before attempting a withdrawal. Only after verifying and requesting a withdrawal did they inform me that my winnings were being confiscated.

I strongly believe that the way Freshbet handled this situation is unfair, unethical, and potentially in breach of responsible gambling policies. Rather than proactively blocking the account or informing me of any issue during verification, they waited until I had winnings to then retroactively enforce vague terms.

I expect their response to fall back on standard "terms and conditions," but I believe this case deserves a more thoughtful review, especially considering that:

I self-excluded voluntarily, not as a result of addiction treatment or external enforcement;

I acted in good faith, with no intent to deceive or manipulate the platform;

I completed verification before the withdrawal;

No proactive warning or restriction was applied until after the winnings were earned.

I trust that with your help, we can bring some fairness and common sense to this case.

Thank you again, and I’m happy to provide any additional information you need.

also the casino deducted 20% of my deposit too and have no grounds to do so

Hello,

We would like to inform you that detailed explanation about the case and evidences have been sent via email at: matej.l@casino.guru

Regards.

Freshbet.

I would like to thank the Freshbet Casino team for contacting me. Since the evidence provided was inconclusive, I have requested further proof backing up their claim. Once I receive the response, I will share my findings here to keep the player up to date.

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.

Hello Matej,

We would like to let you know that the additional evidences and explanation have been provided via email as requested.

Regards.

Freshbet.

Thank you for the details, Freshbet Casino, I have reviewed the evidence and responded with additional questions and recommended steps to be taken. Once I receive the response, I will post an update here to keep willnj up the speed with the complaint and the next steps that should be done.

Dear Matej,

I think here is misunderstanding. Of course after verifying the account, the information obviously will be the same, since user used the same identification on both accounts. 

We need to consider, when user create the account, what kind of information he used. When player are creating the account, we are not asking them to put DOB, only name and surname and email address is enough. 

Of course blocking customer via Name and Surname is nonsense and we can not do that. Plus, there is no options to put middle name when you are registering, so one account which was blocked, had middle name in it. The second one, which created later, was without middle name and of course it hard to say both was the same person. IP address were different as well and main point, Email address was used different one. 

Technically we did not have any chance to figure out it was the same account until customer did not send us documents. Once the documents got in the system we figure out it was duplicate. In this case, according terms and conditions, players account must closed. 

I hope its clear now and you will close the case. 

That is a straight lie from the casino representative, i did not use a middle name firstly. Secondly, i was able to sign up using the same date of birth and details including phone number and bank account. I was able to deposit money and play it and only after winning did they take any action which is very suspicious if you ask me. They had chances to flag my account and its on them that their checks arent thorough enough. Please also note my original account was closed out of my own personal decision to self exclude. I did not sign up with any bad intention and to be honest i forgot i even had an account in the past with this casino. To be penalised and lose my winnings with a 20% deduction of my deposit after being allowed to deposit and play fairly is immoral and borderline illegal.

I would like the casino representative to know that I’m prepared to escalate this further. I have enough evidence that proves they're lying.

I have e-mailed the casino on 4th August with additional details, also mentioning that the second account has been created using the same name, surname, phone number, date of birth, country and even the address (although this is arguable due to the obvious attempt to partially disguise it). And since the details of a player blocked on a platform for any reason - but especially due to gambling issues - needs to be stored in a database, there is more than enough matches for the system to instantly identify that the new account has been created by the same player, and this should not be possible in the first place.

Due to this, I have to insist that this is a failure of player protection on the casino side, and I am also kindly asking for any deposits made to the secondary account (minus any withdrawals and winnings) to be refunded. The casino can respond within this thread or to my e-mail, in which case I will post a summary here to keep willnj up to date with the progres.

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.

Dear willnj,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Last but not least, I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. Especially the ones like FreshBet Casino. It's free, and for maximum security I would also recommend having a good friend or a family member to set up the app's password in your stead.

Best regards,

Matej