Fresh Casino - Pelaajan kotiutuspyyntö on viivästynyt sääntöjen virheellisen soveltamisen vuoksi.

Casino: Fresh Casino

Amount: 168 CAD

Username: isma22

email : lavoieismael01@gmail.com

COMPLAINT:

Fresh Casino is refusing to pay my $168 real-money winnings by misusing rule 28.7.4.

KEY FACTS :

1. ONE no-deposit bonus only 

  - I received $9 free bonus upon registration through free spins. 

  - I wagered $428 (fully completed). 

  - I then won $1,600+ — huge win.

2. Casino enforced max win rule 

  - They capped no-deposit winnings at $90 (10× bonus). 

  - They took back $1,510+ from my balance. 

  - I accepted this deduction — no complaint.

3. I deposited real money AFTER the cap 

  - Balance was $90 (bonus cap). 

  - I deposited $20 CAD (≈ €13) using [your method]. 

  - Now balance = $110 ($90 bonus cap + $20 real money).

4. I played with my real $20 and won $168 

  - All play was in real-money mode (no active bonus). 

  - Balance grew to $168 — this is 100% real money.

5. Casino blocked withdrawal with fake demand 

  - Live chat said: "Deposit $75 + win 3× ($225) to unlock." 

  - This is NOT in any rule.

6. They cited rule 28.7.4 — but it DOES NOT apply 

  - Rule says: "REPEATED use of no-deposit bonuses" → I used ONE. 

  - Rule says: "deposit ≥ 10€" → I deposited €13 → complied. 

  - Rule says: "wager the deposit 3×" → $20 × 3 = $60 → I wagered more than $60. 

  - Rule cannot void real-money winnings.

7. AskGamblers rejected 

  - They said: "We don’t fight T&Cs." 

  - But this is not a T&C issue — it’s misapplication.

I already lost $1,510+ due to their cap. 

Now they want to keep my $168 real-money win too?

REQUEST:

Pay $168 CAD immediately to my original deposit method. 

At minimum: $148 ($168 – $20 deposit).

ATTACHMENTS:

1. $1,600+ win (before cap)

2. $1,510+ deduction proof

3. $20 CAD deposit (after cap)

4. $168 real-money balance

5. Live chat ($75 demand)

6. Support emails (28.7.4 quote)

7. Rule 28.7.4 screenshot

8. AskGamblers rejection email

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Are you registered in any other casinos operated by Galaktika N.V. or Carrer N.V.?

Have you activated any free bonuses in casinos belonging to either Galaktika or Carrer? If so, please specify how many bonuses you activated and in which casinos exactly. Also, kindly specify if you won anything from these bonuses.

Have you passed the full KYC verification at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Cam2424,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika