The player from Norway had their account balance significantly deducted due to allegations of "suspicion of fraudulent behavior" after depositing and playing normally. Despite requests for evidence or explanation, customer service stated that the administration's decision was final, leaving the player dissatisfied and suspicious of the casino's practices. The complaint was rejected due to the player's lack of response to the Complaints Team's inquiries, which prevented further investigation or potential solutions. The Complaints Team remained open to assisting the player if communication was resumed in the future.
Freespinz Casino - Player’s winnings are confiscated without explanation.
Closed
Our verdict
Player stopped responding
Amount: €350
Freespinz Casino
Safety Index 7.7 Above averageCase summary
Discussion
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1 year ago
I found this new casino via casinofreak.com. It looked good and I deposited with a bonus. Some bets later, where I was fortunate to win a bit, they deducted almost all of my balance.
I asked customer service what had happened, and they said it was "suspicion of fraudulent behavior". I asked them what seemed fraudulent in depositing and playing normally. That seems completely inside of the ordinary to me.
I asked them for any evidence or explanation at all, but they fail to provide any, just repeating that the decision is taken by the administration and is final. Naturally, this is not a very satisfying response and increases my suspicion that it is Freespinz who is a site engaging in fraudulent behavior by taking the honest funds of their new customers.
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1 year ago
Dear jochez,
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 advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Dear jochez,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 year ago
We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
