Fresh Casino - Pelaajan tili on suljettu ja voitot takavarikoitu.

Hi

My name is J************

I have registered FRESH casino on August 28, 2025.

After registration (same day) I have activated welcome casino bonus and made deposit 600 EUR.

I played some slots and won 6600 EUR.

On September 1, 2025 I made withdraw request 600 EUR. After some time FRESH Casino blocked my profile.

I received email in German language -

"Hello! Your account has been suspended for further verification. To forward your request to unlock your profile, you will receive a video call. You will need to show your face and ID to the camera and answer a few questions about your account. If you would like to do this in the near future, please contact the support chat."

After casino blocked my profile I got big big stress and had some health issues because of that.

On September 14, 2025 my health was good and I contacted FRESH casino support chat to pass video verification.

FRESH casino support agent told me "Jekaterina, Your account was permanently suspended in accordance with section 8.20.1 of the rules"

Only 12 days has passed and FRESH casino blocked my profile permanently and took away my winnings.

I already have open complaint Flagman and Martin Casino

Flagman Casino allowed me to complete video verification, however Martin Casino and FRESH Casino not allowed.

Casino Guru I ask You for help.

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.

Dear KATJAberlin,

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.  

• Have you received your deposits back?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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

Best regards,  

Katarina

Have you received your deposits back?

No, casino FRESH Casino blocked my profile and debited my winnings.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

I have forwarded all communications

I have an open complaint on Flagman Casino, at the moment casino administration allowed me to complete video verification. I hope that FRESH Casino does the same.

Dear KATJAberlin

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, Mirka (miroslava.d@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,

Katarina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Fresh Casino representative to join this conversation.

Dear Fresh Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Marka,

At the moment, we are awaiting the completion of an additional video verification for the player under the Flagman project. The account has been temporarily blocked until the required information is provided.

Dear player, please contact our technical support chat for further assistance.

Best regards,

Fresh Casino

Dear player,

Have you been able to agree upon the mentioned video verification with the casino?

Dear Mirka

Have you been able to agree upon the mentioned video verification with the casino?

Yes,

I have completed first video verification on 07 November 2025 and

second (once again) video verification today 18 November 2025.

Dear Fresh Casino

At the moment, we are awaiting the completion of an additional video verification for the player under the Flagman project. The account has been temporarily blocked until the required information is provided.

I have completed video verification under the Flagman project yesterday.

Please unblock my account.

Thank you

Dear Fresh Casino,

Could you please provide us with an update on the player's verification process?

Thank you.

Dear Mirka,

The player has successfully passed the video verification, the current account is unblocked, and the player can withdraw money from the balance.

Best regards,

Fresh Casino

Thank you for the update, Fresh Casino.

Dear player,

Could you please confirm, if you are able to request a withdrawal now?

Dear Mirka

I have made withdraw request, but it is pending at the moment.

In support chat I received this message

"Currently, your profile is under the additional checking, as soon as it is finished, your request for withdrawal will be reviewed. Processing time may take up to 72 hours, we kindly ask you to wait."

Dear player,

Have you received any update in your verification or withdrawal process?

Thank you.

Hi

I received my winnings.

Can close complaint.

Dear KATJAberlin,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru