The player from Germany had deposited a total of 2800 EUR at Fresh Casino and had won 8450 EUR. His account was blocked by the casino, and despite having completed the requested verification, he was unable to reinstate his account because Fresh Casino did not call him for confirmation. Eventually, the casino made the verification call, and the player received his winnings of 8450 EUR. The issue was successfully resolved.
Fresh Casino - Player's account has been blocked.
Amount: €8,450
Fresh Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
Fresh Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Hello!
I registered FRESH CASINO on 13 December 2023, made five deposits 2800 EUR in total and won 8450 EUR.
I put a withdraw 1000 EUR - received.
I few more withdraw 1000 EUR each and FRESH Casino blocked access to my account.
I went to LiveChat and representative requested document (proof of residence) and short video-selfie.
My proof of residence document and video selfie was accepted.
Representative told me that I should receive a call on a phone number indicated in my profile, however i was waiting for two hours and NEVER received any calls from FRESH Casino.
I asked representative to change my phone number to receive a call on alternative phone number, but it is impossible since my account is blocked.
FRESH Casino NOT offered any other possibilities to restore access to my account.
My account remains blocked and only way to restore is to receive a phone call, but call did not arrive for more than two hours.
FRESH CASINO not withdraw 8450 EUR winnings.
Please help me restore access to my account.
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11 months ago
Dear hollanderBOL,
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. Do I understand correctly that the only step needed to reopen your account is a phone call?
Have you accumulated your winnings with or without an active bonus?
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,
Kristina
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11 months ago
Do I understand correctly that the only step needed to reopen your account is a phone call?
Yes
Have you accumulated your winnings with or without an active bonus?
Yes , I used a bonus , I wagered 16000 EUR - completed wagering requirements.
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11 months ago
Thank you very much for your reply, hollanderBOL. Could you 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.
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11 months ago
hi
FRESH Casino finally made a phone verification call with me and i received my withdraw €8,450
Thank you
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11 months ago
Dear hollanderBOL,
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
