The player from Poland had requested a withdrawal less than two weeks prior to submitting his complaint. The payment hadn't been processed at that time. We had advised him that it was common for withdrawals to take some time to process, possibly due to unfinished KYC verification or high volume of withdrawal requests. We had recommended patience and cooperation with the casino. After some time, the player had confirmed that he received his withdrawal and requested to close the complaint. We then marked the complaint as 'resolved'.
Fresh Casino - Player claims that payment has been delayed.
Amount: €9,331
Fresh Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
Sensitive attachment
Sensitive attachment
11 months ago
hi!
i register FRESH CASINO yesterday , played slot LADY WOLF MOON and won HUGE amount 9k.
Bonus wager is completed 12 000 EUR / 12 000 EUR
I put withdraw 50 EUR multiple times and it was declined by FRESH Casino.
Please help i do not understand what is going on. I attach screenshot.
Public
Public
11 months ago
Dear zhorik,
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
Public
Public
11 months ago
Dear zhorik,
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,
Kristina
Casino.Guru
