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Hello

I'm having trouble to withdraw some money from fresh.casino. On 24 of November they canceled my withdrawal request asking me to send additional verification document (video of me holding my ID) which I did and they accepted it. Almost 2 weeks later they have not paid me yet telling me that they are investigating my payment and they will do it in a month time. To be clear they can investigate what they want, but to take 1 month for this I do not understand it... The bets I made there... they can confirm them in just 10 minutes. It seems to me like a casino worth of 4-5 rating at best not 9.3.... Attached my withdrawal request screenshot and the email that they confirm that they will take to 1 month for the "investigation"...

Dear juniash2014,

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 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

Hello Kristina!

For me is not normal that a site that have a 9.3 rating here is holding my money for more than 2 weeks. My account is fully verified. I send to fresh.casino even a video of me holding my passport.

My activity there can be checked in 10 minutes, but they told me according to their rules this can be done in 31 days...(??????!!!!). Also I did't ask for any bonus, just played with my 2 deposits. I lost the first one, with the second one I won some money. I really hope that a reputable site like yours will put some pressure on them about this kind of rules that defies the common sense. They can't have 9.3 rating on your site and also have tricks to hold bettors money or even confiscate them in the future, who knows?!. And it is not just about my case. This will happen to others for sure

Dear juniash2014,

Have you received your withdrawal from the casino yet?

No, of course not!!! Now they are not even responding to my email anymore....

Thank you for your reply, juniash2014. Have you made any successful withdrawals before? Could you please advise what is the current status of the withdrawal request? Is it marked as pending or processed in your account?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Yes they have paid me once before. I made several deposits. This withdrawal has "pending" status since 24th of november. They made it clear for me that they will take to a month to check my account... I have nothing against that but my activity in there can be checked in 10 minutes not a monthm No bonus taken, no other account there....

Hello Kristina!

Can you please ask fresh.casino to respond about this case. It's since 24th of November that I'm trying to cash out my money but they refuse to do it. They even do not respond to my emails. And you have them 9.3 rating????!!!!

Thank you very much, juniash2014, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

I was paid exactly one month after I made the request. I had little activity on fresh.casino and small amount of money on my account. Thank You for casino.guru help. I would never recommend this casino and their shady rules. No serious site freezes for 1 month customers funds.

Regards,

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, juniash2014, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru