Fresh Casino - Player’s account blocked over language issue.

i registered FRESH casino (freshkz61.com) in may 2023. Won about 2 500 000 KZT (tenge), after that my account was blocked.

My account was verified.

FRESH casino support (live chat) told me they need to make a call to unblock my account. I speak only Kazakh language, but FRESH casino call is available only Russian and English. I easy can make video verification, but how casino can ask language which i do not know.

FRESH casino provide service to Kazakhstan, but ask to make call in different language. How is it possible ?

FRESH casino can't make a call in Kazakh language, my account remains blocked over a month.

Hope You can help me unblock account.

Dear nadocim,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

I registered 08.05.2023 , i completed verification same day.

I played slot games.

yes i accumulated my winning with active bonus - welcome bonus for new players.

Thank you very much, nadocim, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you nadocim for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Fresh Casino for their help in resolving this complaint.

Thank you!

Nice to meet you, dear player! Our specialists can provide you with a consultation in Kazakh language, this is not a problem, they will send you an email and you can also contact the chat now and take a video call to confirm your identity. You can freely use your native language in the call. No worries, if you can successfully verify your identity, your profile will be unblocked.

Best regards,

Fresh Casino!

Hello Peter

I went to FRESH Casino and contact chat to make a video call.

I asked customer support "what I need to do?"

Customer support answered that "video call is possible ONLY in RUSSIAN language"

I support my words with screenshots from live chat

FRESH Casino representative lied about native language???

Hello Nadocim! We have warned the operators that you need a consultation in the Kazakh language. Please contact the chat again and the specialists will provide you with advice in your language. Moreover, our specialsts send you an email to inform you about it.

Best regards,

Fresh Casino!

Dear FRESH Casino

Do You confirm that I can make VIDEO VERIFICATION CALL with You in Kazakh language ?

Dear player, yes, you'll be able to make video call in your native language, just contact the chat.

Best wishes,

Fresh Casino!

Dear nadocim, let us know if you'll be able to verify your account or if you need any further assistance.

Thank you in advance!

Hi

I passed video verification call yesterday

Dear nadocim, has your account been unblocked and were you able to withdraw your winnings or do you require any further assistance?

Thank you in advance!

Peter, FRESH Casino told me to wait for 72 hours after video verification has been complete.

72 hours passed , my account remains blocked and I never received any emails from FRESH Casino.

Please help

Hello, Nadocim! Your account remains blocked, because in the call you did not answer most of the questions about your profile, which gives us reason to believe that you are not using the account, but a third party uses your profile, and this is a violation of the rules of our site, paragraph 8.13.6 "The Casino reserves the right to verify the player’s identity before effecting a payment and withhold it for the period of verification. In the event that false personal data have been provided, the payment will not be affected and the player’s account may be blocked. The player will be informed thereof by email".

Best regards,

Fresh Casino!

Hello FRESH Casino!

When I answered video call I got very nervous. I have never passed such video verification call and call happened like in a flash/instantly (like in a moment).

I have confirmed that I played casino with my identity document during video call.

Hello, Nadocim! You just confirmed your personality all the rest questions about your profile and game process you did were failed by you, moreover there was an extraneous whisper in the background. Regarding your profile, you could not answer any questions, which gives us reason to believe that you are not using the account. Paragraphs of the rules 10.1 + 10.1.1., as well as 10.2 + 10.2.1.

Best wishes,

Fresh Casino!

Dear Fresh Casino Team, could you please provide a recording of the video verification call so we can verify your claims of a third party using the profile? You can send it to my email (peter.c@casino.guru).

Thank you in advance!

Hello, Peter! We've sent you an email with proofs. Waiting for your feedback!

Best regards,

Fresh Casino!

Thank you Fresh Casino for providing the evidence. Dear nadocim, we have reviewed the recording of your call with the casino representative and we agree that their assumption that your account is used by a third party is true. The operator has been patient with you, giving you enough time to respond to the questions and there indeed was a whisper in the background trying to help you respond to these questions. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.