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I am lodging a complaint against Freshbet Casino regarding a missing withdrawal that they claim was successfully processed on 30 June 2026 (p. 2). Despite their assurances, the funds have never arrived in my bank account (pp. 2-3).

I have fully cooperated with the casino and provided the transaction receipt they sent me to my bank’s International Payments Team (p. 2). My bank has explicitly stated that the information provided on that receipt does not correlate to any incoming transaction and they cannot locate any matching funds (pp. 2-3).

To trace the missing payment, my bank requested that Freshbet provide a UETR (Unique End-to-End Transaction Reference) tracking reference or open a formal sender investigation (pp. 1, 3). When I requested this standard tracking reference via live chat, the Freshbet support representative ("Leo") repeatedly refused to provide it, falsely claimed it was in the email file, and became dismissive (pp. 2-3). The agent was insulting and rude, telling me to contact a "more competent employee" at my bank instead of providing the transaction reference needed to locate the money (p. 3).

The funds have left my casino balance, the bank has no record of them, and the casino is refusing to provide the necessary cross-border tracking ID (UETR) required to find out where the money is stuck (pp. 1-3).

I request that Casino Guru mediate this issue to ensure Freshbet either provides the valid UETR tracking code or initiates a proper investigation with their payment processor to locate my missing funds. I have attached the last full chat log and the information I was sent. I also have screen shots of the conversation with my international payment team from

my bank if required

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Dear Sam1507,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

My bank has said they cannot track the payment and. It does not. exists and I have not received the track info my bank has requested.

Please note: Freshbet and Stake are operating on the same platform network and utilizing the exact same customer support desk. I have faced identical unhelpful responses and missing SEPA withdrawals from both brands via their payment processor, Bilderlings Pay Limited

Dear Sam1507,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Sam1507,

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,
Karla
Casino.Guru