Freshbet Casino - Pelaajan kotiutus on viivästynyt yli 25 päivää.

On May 7th, I requested the withdrawal of 536 euros from my account, leaving my balance at zero. Given the usual turnaround, I expect this to land in my bank account on May 8th (Friday) or indeed May 11th (the following Monday). By May 13th, I had not received this payment, so I contacted Fresh Bet. They sent me proof of payment on May 14th. On Friday 16th, I still had not received the funds, so after chasing FreshBet again, they confirmed that the payment had been rejected and would be returned to them.

10-12 days passed and still no funds in my playing account, I chased Fresh again, they told me the funds had not yet been returned and to remain patient. I contacted my bank who confirmed (multiple times) that no trace of this payment exists at their end, so it was not rejected by them, as it never even got that far. There was no attempted credit to my bank for this transaction.

Fast forward to today, where after 20+ emails chasing this payment and Fresh repeatedly saying "stay patient", I got through to a "manager" who said that until they have the money back there is nothing they can do. I requested (on about twelve separate occasions, explicitly) for the MT103 so I can see the 36 digit/lettered code that banks use to trace payments, so that we can ascertain the exact whereabouts of the funds. I suggested that it is likely stuck in one of their payment providers pool, and until they do something to retrieve it, it will just sit there. Taisia - who I spoke to - refused to accept that, and again used the same message of "nothing we can do, be patient" which as we all know, is complete nonsense. The onus is on them to provide proof of where the payment is until it reaches me, especially as the bank details provided were totally correct (I have successfully withdrawn from here before without issue).

Taisia did not provide me with the MT103 that I requested and that I believe I am legally entitled to see. She said she would "have someone send me over the details" but refused to elaborate on exactly what those details are and whether it would be the MT103 with SWIFT return code that I continued to request. Bear in mind that this was around 10:30am this morning and I am yet to receive anything from Fresh Bet.

It has now been 25 days since I requested the withdrawal, and I have not received the funds, nor do I know where they are. It seems FreshBet do not either, unless they are lying, and they also do not seem to care one bit about my missing funds - continuing to say "wait".

I am at a bit of a loss with what to do, I am going round in circles, receiving the same automated messages from Fresh Bet, with no proof any action taken or what steps they are going to take (when I asked, I was told they cannot disclose the steps they are taking, which is baffling given it is my money we are talking about)

I badly need your help in resolving this. My opinion is that by law they are responsible for the money until I receive it and also they must provide me with the MT103 or equivalent when I request it so that I can get the payment traced? Either way, simply asking me to continue to wait when I requested the withdrawal almost a month ago is disgusting.

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 problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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,

Attila

Hi Attila,

• Yes I have made many successful withdrawals in the past.
• I have successfully passed KYC
• All winnings accumulated without the usage of bonuses

Thanks

Dear Player, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation

Best regards,

Attila

Dear omaclachlan95,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru