Freshbet Casino - Pelaajan kotiutus viivästyy tarjouksen jälkeen.

I requested Freshbet to close my account and self-exclude (as suffering from a serious addiction) on 3 March 2025, but they failed to act and allowed me to continue depositing and gambling. This led to further financial loss despite my clear intention to stop.

After raising the issue, Freshbet acknowledged the failure and offered a settlement of £2,860 in writing, based on the net difference between deposits and withdrawals after my closure request. I accepted the offer, but since then they have ignored over 20 follow-up emails and failed to process the payment.

This behavior is irresponsible, harmful, and violates ethical obligations. The lack of communication after making a formal settlement offer shows bad faith.

I am seeking immediate resolution and payout of the £2,860 that was agreed, and I request Casino Guru’s assistance in escalating this matter.

Thanks

Dear Player,

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

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

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Could you please share your self-exclusion requests with me? Please share the information with my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• When was the last time you received any answer from the casino VIP manager or general support?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Adzlondon,

Thank you very much for the update. We will keep this complaint open until you confirm your refund has been successful. Please keep me informed about any further developments.

Dear Tomas,

I hope you're well.

I wanted to let you know that I’ll be cc’ing you in all my communications with Freshbet moving forward, as they are continuing to delay my agreed settlement despite having received the signed agreement over a week ago.

This ongoing silence is extremely distressing, both financially and mentally.

I would really appreciate it if you’re able to reach out to Freshbet directly or put additional pressure on them from your side to honour their agreement.

Your support has been invaluable so far, and I’m truly grateful for your help in navigating this.

Kind regards,

Adeel

Hi Tomas

Freshbet have now allowed me to refund my settlement money after some chasing. As soon as this arrives in my account I will get in touch to ask that this complaint is cancelled.

You do not need to do anything further unless I face further problems.

Thanks

Dear Adzlondon,

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,

Tomas