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Complaint Against Fresh Casino - Account Blocked Without Explanation and Pending Withdrawal Withheld

My Fresh Casino account (Account ID: UMDOF) was permanently blocked without any clear explanation being provided to me.

Prior to the account being blocked, I had a pending withdrawal request of approximately R$2,100, coming from real balance, not bonuses, cashback, gifts or promotional funds. The withdrawal had already been pending for more than four days, exceeding the expected processing time.

My concern is not only the closure of the account itself, but also the fact that my legitimate withdrawal remains unresolved and inaccessible.

The sequence of events raises serious concerns:

While I repeatedly contacted support for information about my delayed withdrawal, I was answered by a personal manager named Ada.

During these conversations, after I insisted on receiving an update on the pending withdrawal, Ada informed me that my account would be blocked.

I was informed that bonus and cashback balances would be removed. However, my withdrawal request had been made before the account was restricted and was from real funds, deposited and obtained through normal play.

Shortly afterwards, my account was permanently blocked.

Since then, I haven't received any formal email or official notification explaining:

The exact reason for the account closure;

What rule, term or policy I had allegedly violated;

What would happen to my pending withdrawal.

The service process was also contradictory:

Initially, support requested documents for identity verification and even a selfie holding my document.

After I complied with the request and sent in all the required documentation, support began to claim that I was an "unauthorized user".

When I asked how I could be considered unauthorized after successfully completing the verification procedure requested by the casino itself, no explanation was provided.

I repeatedly asked for clarification on the reason for this classification, but support refused to provide any information.

I also reported several times that I could no longer access my account and sent screenshots demonstrating the access error.

Despite the evidence presented, support merely stated that the site was working normally.

Currently, I can only contact support as a visitor. When I seek help, I am told to access my account to receive support, but at the same time I am unable to access it due to the block imposed by the casino itself.

As a result, I find myself in an impossible situation:

My account is blocked;

I can't access my information;

I don't receive effective assistance from support;

I have not been informed of any rule violations;

My withdrawal remains pending;

The casino refuses to explain why I have been classified as an unauthorized user.

I respectfully request that Fresh Casino provides:

A full and detailed explanation for the permanent account block;

A specific indication of the term or rule that was allegedly violated;

Clarification of the "unauthorized user" classification;

Information on the current status of my pending withdrawal;

The immediate processing and payment of any legitimate amounts belonging to me.

I'm just looking for transparency, a clear explanation of the measures taken against my account and the release of the funds that I requested to be withdrawn before they were blocked.

Reclamação Contra o Fresh Casino – Conta Bloqueada Sem Explicação e Saque Pendente Retido

Minha conta no Fresh Casino (ID da Conta: UMDOF) foi permanentemente bloqueada sem que qualquer explicação clara me fosse fornecida.

Antes do bloqueio da conta, eu tinha uma solicitação de saque pendente de aproximadamente R$ 2.100, proveniente de saldo real, e não de bônus, cashback, presentes ou fundos promocionais. O saque já estava pendente há mais de quatro dias, ultrapassando o prazo esperado de processamento.

Minha preocupação não é apenas o encerramento da conta em si, mas também o fato de que meu saque legítimo permanece sem solução e inacessível.

A sequência dos acontecimentos levanta sérias preocupações:

Enquanto eu entrava em contato repetidamente com o suporte para obter informações sobre meu saque atrasado, fui atendida por uma gerente pessoal chamada Ada.

Durante essas conversas, após eu insistir em receber uma atualização sobre o saque pendente, Ada informou que minha conta seria bloqueada.

Fui informada de que saldos de bônus e cashback seriam removidos. No entanto, minha solicitação de saque havia sido feita antes da restrição da conta e era proveniente de fundos reais, depositados e obtidos através de jogo normal.

Pouco tempo depois, minha conta foi permanentemente bloqueada.

Desde então, não recebi nenhum e-mail formal ou notificação oficial explicando:

O motivo exato do encerramento da conta;

Qual regra, termo ou política eu supostamente violei;

O que aconteceria com meu saque pendente.

O processo de atendimento também foi contraditório:

Inicialmente, o suporte solicitou documentos para verificação de identidade e até mesmo uma selfie segurando meu documento.

Após eu cumprir a solicitação e enviar toda a documentação exigida, o suporte passou a afirmar que sou uma "usuária não autorizada".

Quando perguntei como poderia ser considerada não autorizada após concluir com sucesso o procedimento de verificação solicitado pelo próprio cassino, nenhuma explicação foi fornecida.

Solicitei repetidamente esclarecimentos sobre o motivo dessa classificação, mas o suporte se recusou a fornecer qualquer informação.

Também informei diversas vezes que não conseguia mais acessar minha conta e enviei capturas de tela demonstrando o erro de acesso.

Apesar das evidências apresentadas, o suporte limitou-se a afirmar que o site estava funcionando normalmente.

Atualmente, só consigo entrar em contato com o suporte como visitante. Ao buscar ajuda, sou orientada a acessar minha conta para receber suporte, mas ao mesmo tempo estou impossibilitada de acessá-la devido ao bloqueio imposto pelo próprio cassino.

Como resultado, encontro-me em uma situação impossível:

Minha conta está bloqueada;

Não consigo acessar minhas informações;

Não recebo assistência efetiva do suporte;

Não fui informada sobre qualquer violação de regras;

Meu saque permanece pendente;

O cassino se recusa a explicar por que fui classificada como usuária não autorizada.

Solicito respeitosamente que o Fresh Casino forneça:

Uma explicação completa e detalhada para o bloqueio permanente da conta;

A indicação específica do termo ou regra que supostamente foi violado;

Esclarecimentos sobre a classificação de "usuária não autorizada";

Informações sobre o status atual do meu saque pendente;

O processamento e pagamento imediato de quaisquer valores legítimos que me pertencem.

Estou apenas buscando transparência, uma explicação clara sobre as medidas tomadas contra minha conta e a liberação dos fundos cuja retirada foi solicitada antes do bloqueio.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fresh Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

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

Best regards,

Tomas

Hello, Tomas.

Thank you for your reply,

I had been playing at the casino for about 3 months and my account was already fully verified.

The account was permanently blocked on June 6, 2026.

The balance was accumulated mainly in slot games.

I would also like to point out that I have screenshots of the whole thing, including:

The pending withdrawal request made on June 2, 2026

Conversations with support asking for information about the delay in payment

Messages showing that I sought help several times to understand the status of the withdrawal

Information provided by support before the account was blocked. I am willing to provide all necessary evidence and screenshots to assist in the investigation.

Yours sincerely

Olá, Tomas.

Obrigado pela resposta,

Eu era jogadora do cassino há aproximadamente 3 meses e minha conta já estava totalmente verificada.

A conta foi bloqueada permanentemente em 6 de junho de 2026.

O saldo foi acumulado principalmente em jogos de caça-níqueis.

Gostaria também de destacar que possuo capturas de tela de todo o ocorrido, incluindo:

O pedido de saque pendente realizado em 2 de junho de 2026

Conversas com o suporte solicitando informações sobre o atraso do pagamento

Mensagens mostrando que busquei ajuda diversas vezes para entender o status do saque

Informações fornecidas pelo suporte antes do bloqueio da conta. Estou disposta fornecer todas as evidências e capturas de tela necessárias para auxiliar na investigação.

Atenciosamente

Dear Queii,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Queii,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Fresh Casino to join this conversation and assist in addressing the complaint.

Dear Fresh Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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

Dear Queii,

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,

Stefan