Fresh Casino - Failed self-exclusion.

Hi

i opened an account with this casino few months ago. I was deposited and played for a while then I sent mail to close my account because of gambling addiction. They didn’t close my account after I sent the mail then I kept on playing and won 300 euros then I made a withdrawals of 300 euros but I received only 250 euros, my money of 50 euros disappeared. I have deposited again 340 euros in last two days. I need your help to get my refunds of 340 euros and 50 euros withdrawals money the total of 390 euros from the casino.

Dear Anto1318,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? 

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

Best regards,

Kristina

Hi

i made 300 euros withdrawals but they charged me for 48 euros commission and I received only 252 euros. Please warn all the players about galaktika nv casinos. Don’t ever play below casinos. If you win commission very high. I lost 757 euros after I told my addiction to them. But I made 252 euros withdrawals only it means casino still owe me an amount of 505 euros include commission fees they charged me for withdrawals.

sol casino

fresh casino

jet casino

rox casino.

Do you still have access to your account or has it already been closed?

I already been closed, please change the dispute amount to 505 euros

Thank you very much Anto1318 for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Anto,

I'm Nick and I'll be assisting you from now on. I'll now try to contact the casino and let them know about your issue.

We are currently in touch with the casino and waiting for them to provide some information regarding the case.

Dear Anto1318. Thank you for contacting us.

Our casino does not charge any commission when withdrawing funds. The commission was charged by the bank.

We have requested information from the payment system. The consultant answered us that the commission was charged since the payment was made in euros from Australia. Australian players are advised to withdraw money in their local currency to avoid commissions.As for account blocking. On April 21 was the first time you blocked your account because you did not like the FRESH Casino rule regarding wagering the triple last deposit amount before withdrawal. On this day, your account was blocked.On April 23, May 6, May 15, July 1, July 13, and July 19, you have repeatedly requested unblocking and claimed that you did not indicate addiction as the reason for blocking your account. During this time, you received refusals to unblock your account from the FRESH Casino website. On July 19, we unblocked your account, as you didn’t indeed mention gambling addiction as the reason for blocking.At your request, we blocked your account for the second time on August 5 due to the situation with the commission since you did not agree with the terms of the commission.

Hi

First time I was closed my account because I didn’t like the terms I agree. But i sent mail to close my account permanently on July 23rd clearly says in the mail because of gambling addiction. Why my account didn’t close it for self exclusion requested. But my account didn’t close it until I made deposits and played on august 5th of 750 euros including the withdrawals I made. Why my account didn’t close after I sent the closure mail on July, then you closed after I requested again on August 5th.

casino guru team please have a look at the date I requested for account closure second time because of addiction in July 23rd,I made deposits on August 5th during this two weeks why my account was open?

you unblocked my account on July 19 then I have requested again on July 23rd to close my account permanently because of gambling addiction I mentioned in the mail. Can you answer operator why you didn’t close my account till I made deposits and play on August 5th?

please ask them.

Antony.

Dear casinoguru

please Ask the operator why my account didn’t close it when I requested self exclusion via mail because of gambling addiction 23rd July. I made deposits again on from 29th July to August 5th.

Players wants to close the account even operators wants to make money from even addiction people. This is what the rogue casinos does, if I win big amount they wouldn’t process my withdrawals simply says we got your mail and then refund the deposits. What about if we loose the deposits?

if I close my account other than gambling addiction reason I can open any time if you let me to, but I said my addiction on July 23rd, why my account didn’t close immediately?

I am asking deposits refunds because I made deposits after I told my addiction to your casinos, you breach the responsible gaming rules.

it means some other players wants to close their account you won’t close them until they make deposits and loose, then you close it, right?

can you answer this operator?

curacao casino not following the rules I have seen in lots of occasions especially

Mountberg Casinos

Dama Nv Casinos

galaktika

Mirage Corporation Nv.

Sg international Nv

please warn other players about this casinos not to register and play.

They are licensed and regulated by Antillephone gaming licenses is the worst jurisdictions in the world because they are getting bribe from the operators to discard the complaints.

please have a look how many players having problem with the casinos, how many complaints been lodged in Aksgamblers and casinoguru and thepogg.

We are currently waiting for the casino to provide the proof showing that in what order did these actions happend.

We are still waiting for the casino to provide the requested information. Will get in touch with you as soon as we will know more.

Dear Anto,

Unfortunately, even though the casino representative said there will be some information provided, we still haven't hear anything from them. Based on that, we will be forced to close the complaint as unresolved. The casino and the player may reopen it anytime. I'm really sorry that we could not help you out this time but please do not hesitate to contact us if you will come across any other trouble in the future.

Best regards,

Nick

Casino.guru

The complaint was reopen on the casino's request with the following message:

Hello Anto1318 and Casino Guru.

Thanks for your honest appeal. I am sorry to hear about this issue you've met.

Indeed, you sent us an email on July 22 at 3:14 pm UTC with a request to set a self-exclusion on your profile due to gambling addiction. According to the T&C's of the Casino website, particularly point 12.2, quote: "Prior to receiving account closure confirmation, you are responsible for all your account activity that occurs before the account has been fully removed by the Company". Due to the delivery problem to your email domain @hotmail.com our technical agent couldn't confirm account blocking.

Talking about the extra fee problem, as was mentioned above, our Casino websites don't charge any transaction fees. 49 euro fee was charged by the payment provider, which is the third party between the Casino and your bank, due to the currency differences between the casino account and your bank account. I apologize for the delay in replying and for any inconveniences caused by this issue. In order to apologize, we offset all your losses during the period from July 22 to August 5, as well as the amount of charged fee, in total 505 euros. Also, please, let me know which payment method would you like to use for withdrawal?

I would like to inform you that we are reviewing our Responsible Gaming Policy, in particular cooling-off and self-exclusion periods.

Your honest and detailed complaint helps us become better. Thanks.

Have a good one,

Alex,

Casino representative.

Dear Anto, could you please confirm that the refund was issued?

Dear fresh casino

Thank you for understanding the players situation and follow the responsible gaming practices.

I just want to know which cards would you like to make withdrawals?

I have two cards MasterCard and Visa cards, but I can’t remember which cards I used to make deposits.

please reply which cards in my account used.

waiting for your reply.

Dear fresh casino

i sent my documents for verification and withdrawals process. Please have a look and reply.

Dear casinoguru

I haven’t received my refunds yet, I will update when I receive.

Dear Anto1318,

Did the casino confirm that they have received your documents? Please note that it might definitely take more than just 1 day to receive the withdrawal. If they confirmed your documents, be sure to wait at least 7 days for the money to arrive. Please let us know if anything would happen within the next 7 days.

Regards,

Nick

Hi

The casino said they don’t need my documents because of blocked accounts. I am still waiting for the refunds.

Hello Anto1318!

Hope you are doing well.

We have credited 808 AUD to your Casino's account in accordance with the exchange rate from EUR to AUD for the 5th of October 2021 (1 EUR = 1.5993 AUD). It was done in order for you to withdraw funds without any conversion fees. You are able to have a withdrawal on any bank card which you used for depositing.

After this is done, your account will be blocked permanently as you mentioned about your gambling addiction.

Sorry for any inconveniences you have met.

If you have additional questions, do not hesitate to contact us.

Have a good one,

Alex,

Casino Representative.

Dear fresh casino

i can’t remember which card I used to make deposit, can you reply about the cards been registered in my account.

Dear Anto1318,

You need to request a withdrawal using one of the following bank cards: **0641 or **5318.

Have a good one,

Alex,

Casino Representative.

Hi

i made 10$ deposit via eZeeWallet then made withdrawals the same method with the help of your support. waiting for the funds to arrive.

Dear fresh casino and casino guru

i have received my money, please close the complaint as solved.

thanks.

Dear Anto1318,

The withdrawal was successfully produced via EzeeWallet.

Thank you for your patience.

Have a good one,

Alex,

Casino Representative.

Dear Anto1318 and Fresh Casino,

Thank you both for your cooperation, we are glad that the issue has been resolved. We will be closing the complaint now as resolved. Please do not hesitate to contact us if you will come across any other trouble in the future, we will do our best to help you out.

Best regards,

Nick

Casino.guru