The player from Germany had received free spins from the casino, wagered successfully, and attempted to withdraw the winnings. The casino, however, requested a threefold deposit and wager of the winnings before allowing the withdrawal. We requested additional information from the player, including communication with the casino and details about any previous deposits. The player did not respond to our queries, so the complaint was rejected due to a lack of response.
Fresh Casino - Player disputes the casino's unfair deposit requirement.
Amount: €50
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
Public
Public
4 months ago
Translation
Hello, please help me.
The casino gifted me some free spins and I had to wager the amount from those spins.
After successfully doing that, I wanted to withdraw my earnings.
They asked me to verify my account, so I did all that was required and moved to withdrawal again. Suddenly, they're telling me that I should deposit and wager the amount that I won 3 times before they let me withdraw.
This was not mentioned at all in the terms and conditions of the free spins.
This is absolutely predatory. Suppose I won 3,000 - that would mean I would have to deposit another 3,000 plus wager it 3 times before I could receive my winnings.
I hope you can assist me or help shut down such a scamming scheme. After all, we're only talking about 50 Euros here.
Automatic translation:
Public
Public
4 months ago
Dear Sim92,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fresh Casino.
Let me refer to the rules in question
"In case of a repeated use of no deposit cumulative bonuses on the Company’s sites without making a cash deposit in the interval between using bonuses, the Casino reserves the right to ask the user to make a deposit equal to the wagered bonus funds on their balance at the time the withdrawal request is submitted (not less than 10 €), and ask to wager the deposit three times. If the user refuses to make a deposit, all received no deposit cumulative bonuses and all related winnings shall be deemed void."
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
- Have you made the deposit the casino requested and wagered it?
- Have you made any previous deposits in this casino?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
