Fresh Casino - Player’s account has been blocked, withdrawal denied.

I deposited some money, placed bets on esports, the event played out as I had predicted, but the bets were cancelled. I tried to withdraw my deposit, they told me it was only possible with a 10% commission as the deposit was not played out, I agreed. They sent it for verification, I went through all the verifications.

The withdrawal was declined and they stated that it is mandatory to play out the deposit in order to be able to withdraw it. At the same time, they limited the maximum bet to 50uah for any event.

I played out the deposit in roulette with a small plus, they declined the withdrawal and requested additional verifications, including a phone call to me. I went through all additional verifications, they said I could withdraw the funds.

I made a withdrawal request, it was pending. The next day I saw that my profile was blocked and the support is refusing to even withdraw the deposit.

Dear kartun2013,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please send me the communication with customer support where you were informed that your deposit would be credited back to you if you wagered it? Please include any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

Did you make a new deposit after your winnings from esports betting were canceled, or do you want to withdraw your original deposit?

Was your account blocked only after you played roulette?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

My eSports bet was not lost, it was simply voided, the deposit was returned to the balance and the winnings were not credited.

They did not want to withdraw this deposit and said that it is necessary to play it, but at the same time they reduced my maximum bet limits on favorite events to 50uah (sports/eSports and favorite other bets)

Therefore, I had to go to roulette, there I bet on red/black with a 50/50 chance and scrolled through the amount that was required to withdraw the deposit, and even came out in a small plus (deposit 6906uah, balance after roulette 8700+) After that I again put money on withdrawal and passed additional verifications

And the conclusion turned into expectations. And today, when I went to check whether my withdrawal had taken place, I saw that my account had already been blocked.

This is the reason they gave for the blocking.

And here is the match I bet on

https://egamersworld.com/valorant/match/Zso0pgTiW/skulls-esports-vs-r8-esports-mdnRYmV19g

The tournament favorite was playing against the tournament underdog, I bet R8 on the tournament favorite.

Thank you very much, kartun2013, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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, kartun2013!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello dear Casino Guru and dear player kartun2013!

We have emailed Pavel to discuss this complaint further.

Best wishes,

Fresh Casino!

We are still awaiting the casino's response to our evidence request.

Dear Casino Guru,

We have emailed the proofs.

Best wishes,

Fresh Casino!

Thank you, Fresh Casino!

kartun2013, we have received evidence from the casino that you have breached clauses 10.1.2, 10.1.6 and 10.2.2 in an unfair way. I cannot disclose you more information, but we consider such type of behavior unacceptable. Therefore, I must reject your complaint. Do you have any further comments?

Dear kartun2013,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have no comments. What can be the comments

I made a bet according to the streamer's prediction on the favorite team with a small margin (1.3-1.7), the team I bet on won, but the bet was rejected and the winnings were not credited

But then, as you can see, the casino does not want to return even my deposit and says that I violated some rules

They themselves gave the opportunity to bet on this match, what is my fault? What evidence can there be that I violated these rules if this is complete absurdity.

Just a shame

I will only say that the breach of terms is not related to sports in any way.

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.