Fresh Casino - Player believes that their withdrawal has been delayed.

Hi,

I started a withdrawal in 27th Fev, but they reclined because the documents. I send all requested and after that the attendant said my money is gone paid until 2hs.

As the money was not deposited, I went back to the chat and the attendant changed the conversation and said that my money would not be paid before 31 days.

Also the 990 BRL i have withdrawal , I still have 614BRL on my account.

Dear ricardogelatti,

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

Dear ricardogelatti,

Have you received your withdrawal from the casino yet?

Hi,

Not yet.

Thank you for your reply, ricardogelatti. Have you made any successful withdrawals before? Have you received any confirmation regarding successful verification?

Did you accumulate your winnings with or without an active bonus?

Hi,

Yes , i made succesful withdrawals before and my account was verified.

Dont have any bonus.

Thank you for your reply, ricardogelatti. When did you make the last successful withdrawal? Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Last Successful: 25/02/2024

The last one is pending since 27/02/2024

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

"As the money was not deposited, I went back to the chat and the attendant changed the conversation and said that my money would not be paid before 31 days."

I already said about this at the begginning of the thread.

All others interactions they say that have to wait the time.

Thank you very much, ricardogelatti, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi ricardogelatti,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Fresh Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify when can the player expect their withdrawal request to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hi,

The withdrawal has completed on March 27th.

Thanks for the help.

Dear ricardogelatti,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru