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Hi deposited 2100 on the 27th and got upto 6000 which was requested for withdrawal and they have rejected withdrawal and deducted saying I have duplicate account and it is in their terms and conditions when I literally withdrew beginning of last week they have said I can have 700 my last deposit, and I had won a bet today, I have not got a duplicate account only difference is I changed password only another device.to ensure did not reverse withdrawal and now they have deducted that how is that fair

Dear louiswesley34,

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


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.

No I have had successful withdrawals only on Tuesday 23rd I processed and withdrawal 27th of 6000, they have rejected withdrawal and deducted 5300 as they are saying I have duplicate account which I do not so out of 6000 they have returned 700 which was my last despot even though in a few hours I deposited 2100

Also want to clarify that the winning balance was won on bets casino after the 700 deposit they are trying to refund and then close my account

Hi deposited 2100 on the 27th and got upto 6000 which was requested for withdrawal and they have rejected withdrawal and deducted saying I have duplicate account and it is in their terms and conditions when I literally withdrew beginning of last week they have said I can have 700 my last deposit, and I had won a bet today, I have not got a duplicate account only difference is I changed password only another device.to ensure did not reverse withdrawal and now they have deducted that how is that fair ,I have had successful withdrawals only on Tuesday 23rd I pprocessedwhich I questioned due to reviews on the casino which I had the chat saved saying all verified and no issues with my accounts and withdrawal 27th of 6000, they have rejected withdrawal and deducted 5300 as they are saying I have duplicate account which I do not so out of 6000 they have returned 700 which was my last despot even though in a few hours I deposited 2100 Also want to clarify that the winning balance was won on bets casino after the 700 deposit they are trying to refund and then close my account

They have not provided proof of the duplicate accoutn

Dear louiswesley34,

I hope this message finds you well. We would like to inquire if you are aware of having multiple accounts under your name or if you have had any in the past. Additionally, could you confirm whether anyone else in your household currently holds an account with us?

Regarding your previous withdrawals, were they processed after completing the verification process, or was verification not required at that time?

We appreciate your assistance and look forward to your response.

Kind regards,

Nick

Hi, no I have had not any accounts in the past or my house hold,

Yes they were processed after verification process. Which I confirmed via chat as I was worried due to reviews surrounding this casino

Only difference since the win was I logged on to my account on wifi at my brothers home address who has had account with company.

The company are saying I have duplicate accoutns and are within their rights not to prove it and just remove winnings. If this was the case would this not have been highlighted in my initial withdrawal

I have read their terms and conditions and it says the IP address can not be the same but I had not gambled or placed any bets while at brothers home I merely logged on to change password. Few hours later they said I had duplicate accounts this is only place I have logged on different since having the account.

Now due to this I have had 5300 winnings deducted and a acca win of 656 removed, they refunded me 700 deposit when within hours of the 6k withdrawal I used 2100 for this.

I have proof of withdrawals and chats with team members to show there was no issues. But they cannot verify my reason of duplicate accounts

Dear louiswesley34,

• Did you login from your own device when you visited your brother or from his device?
• Have you two ever logged in from the same device?
• Why did you change your password exactly when you were visiting your brother?

Looking forward to your answer.

Regards,

Nick

I logged on from his device as my phone dead at the time, and I changed my password due to not wanting my partner finding out how much I had risked in getting the winning and no as this is the first time as has happened

Dear Louiswesley34,

Unfortunately, it is strictly prohibited to use the same device for two different accounts. Had you only used your brother’s internet connection, a matching IP address would not have been sufficient grounds for the casino to block your account. However, by using your brother's device, you violated the casino's terms and conditions, making their decision justified.

If there is anything else we can assist you with, please let us know.

Kind regards,

Nick

Okay I understand your point.

What about the fact the winnings the casino were won and withdrew Before I had even used my brothers phone on the 28th so I had won and started withdrawal process on the 27th September around midnight and I did not log on my brothers after 11am on the 28th so anything before this point should he honoured as no winnings on gambling took place on this device or where won due to this violation so surely anything before I violated the t&c's has to be honored

Dear Louiswesley34,

I hope you're doing well. Could you kindly clarify why it was necessary to change your password at that specific time? Additionally, was that the only occasion you logged in from your brother's device? Lastly, is your brother's account fully verified with the casino?

I look forward to your response.

Best regards,

Nick

Hi,

I explained in previous post why I changed password to conceal my gambling activity and winning from my partner and yes I used his phone on one occasion did not use it for any other activity than changing password I didn't place no bets deposit or anything simply log in change password, there is no difference from me doing that and me logging on from my ipad or phone which i have done numerous times and yes his account was verified

They stated during all this that my winning would not be honoured and my last deposit would be returned then account closure, the account is still active since the 28th September this was just clear tactic to not pay out the winning I have emails staying their intentions as your not allowed to have to accounts

Spoke to brother, his account was fully verified and closed has been for months

This has been clear attempt to not payout winning

Dear louiswesley34,

Please forward all the communication between you and the casino regarding this matter to nikolas.b@casino.guru.

I have emailed everything across

Dear Louiswesley34,

Considering the circumstances and if all the facts you mentioned are accurate (that no actions other than changing your password were made on the account), the casino may reconsider their decision. I will forward your complaint to my colleague Michal (michal.k@casino.guru), who will assist you from this point onward.

However, please be aware that logging into your casino account from someone else's device is prohibited if the device’s owner also has an account. This helps maintain account security and integrity.

Wishing you the best of luck in resolving this matter.

Best regards,

Nick

All facts surrounding it are true, I can show screen shots of activity of account of account, but freshbet will not communicate with myself as you can see they are saying it's fine and not providing or evidence to myself

Hello Louiswesley34,

I'm Michal, and I have taken over your complaint. I have reviewed this case and as my colleague Nick mentioned logging into your casino account from someone else's device is prohibited. I will contact the casino to shed more light on this matter and to confirm if really no actions other than changing your password were made on your account.

We would like to invite Freshbet Casino to join the conversation.

Dear Freshbet Casino,

Could you kindly share the details regarding the players' activity? While I understand that each player is expected to access their casino account solely on their personal devices, if the player's explanation is indeed correct, it should not hinder the withdrawal process, provided that all prior actions adhered to the established guidelines.

Please send the complete account history of the player, including the login times, to me at michal.k@casino.guru

I put official complaint in and they rejected it yesterday so no grounds, as I say I had been paid out earlier in the week the other different between was logging on another device. Withdrawal processed around midnight 27th September and password was changed around 8am 28th September, the casino has used this to simply not pay out I will forward email

Hello 

Customer already had an account. He created new one with different email, different phone number and he changed name and surname as well. More specifically, user used middle name for new account, plus used capital letters. Because of all this, it was impossible to find out it was duplicate account on time. 

Once we figure out, allowed customer to withdrawal last deposit according our terms and conditions and account has been closed permanently. 

regards, 

FreshBet 

I do not have another account how can I register an account with different name completely, I would not have an accoutn verified as my verification would be exactly the same as it is software was checks it and this would already tell me I have an account

Dear Freshbet Casino,

Please forward me any evidence of the allegedly multiple accounts, including the complete account history of the player, including the login times, to me at michal.k@casino.guru

Thank you

Dear Casino Guru Representative,

We would like to inform you that we need a permission from the user to provide you with the required documents. We will be able to send the documents to you once the user confirms that he agrees with it.

Regards.

FreshBet.

Yeah that is fine to share, I would also like a copy of these documents

Hello,

We would like to inform you that the required information has already been sent to the mentioned email address.

Regards.

FreshBet.

Can this information be sent to myself at louiswesley34@gmail.com as at the beginning of this process I asked for this evidence and it was not provided but a company has to have my permission to recieve these but I cannot have them, I echo my previous point that the software which you verify your documents picks up duplicates and would of picked my 'other' accounts also these other accounts are they active and in use? I have one account that is all this has always been a ploy to not payout as 2 days earlier they paid out only difference was a log in

Thank you for the additional information and evidence provided, Freshbet team.

Dear louiswesley34,

Can you please confirm if you and your brother are identical twins? You previously mentioned: "Only difference since the win was I logged on to my account on wifi at my brothers home address who has had account with company." So do I understand correctly that you are not living at the same address as your brother?

Hi, are you going to send me the information? You are correct in thinking I have a brother twin but what does that have to do with anything? I currently live with my partner but My address will be same as on ID unless he had his driving license changed, but how is this relevant to company not paying when I literally had been paid out days prior, if they are saying I had duplicate account which I don't have I demand a refund to all my 2.1k as they would never of paid out on anything

Dear louiswesley34,  

Could you kindly provide us with the full names of both you and your brother? While it may seem that my inquiries are not directly connected to you, and considering that the casino has already disbursed some winnings, however, it is not uncommon for a more comprehensive investigation to take place even after some payouts have already been made. Should any inconsistencies arise, the casino may choose to delay further payouts until the matter is fully resolved.

There are some concerns regarding your and your brother's account, and I am in the process of collecting additional information.

Thank you for all the additional information and evidence provided, Freshbet team.

Dear louiswesley34,

Although we don't consider just the IP match with other accounts to be a valid reason for confiscation of the winnings, unfortunately, this was not your case as there were detected multiple accounts held in your name matched with much more details. More specifically, you used a middle name for the new account plus used capital letters, and even the 2 emails you used for registration contained some similarities linked to you as a person that cannot be considered just a mere coincidence. The IP match was an additional factor that contributed to the conclusion. After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts. Casinos have a very strict policy regarding multiple account cases that have been used in this way. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules.

While you are welcome to express your disagreement with our decision and escalate your complaint to the licensing authority if you choose, however, we regret to inform you that we cannot offer any additional assistance regarding this matter, and I will now proceed to close your complaint as rejected.

We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru