Fresh Casino - Player's struggling to withdraw his funds.

Hi again... this company (.casino) is a joke 🙂 deposit 50e lost 25euro try to withdraw money because i get instant limits and there is no sense to play... (company break customers law by get customers data from other company owned by GALAKTIKA N.). Try to withdraw 25euro and they checking my account more then 2 weeks because off abuse rules used against me againt without reason 🙂 I am wonder what i am doing wrong 🙂 place just 3 bets on 25 euro 🙂 and all lost 🙂and now they checking my account by 16 days xD and they say this can take 31 days 🙂 I want to know what is suspect in my case? 🙂This is discrimination... NEver deposit money to site owned by GALAKTIKA N.V.... they discriminate people and use customer data illegally... 25euro 🙂 i am wonder what i did wrong 🙂 I know what is illegal 🙂 Illegal is to use my data in this way to give me instant limits 🙂 I am a customer and i know what is forbidden and this is matter of time whan i will use my rights 😉 (this really looks funny when company check bets ond 25 euros by months xD)

Dear kiziorro1984,

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 you are trying to withdraw €25 that remained in your casino account?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

yes i am trying to withdraw 25 euro and my account need to aditional verification 🙂 i have deposit 50e, never use bonus. Lost 25e and try to withdraw 25e 🙂 tats it

my only comunication with casino is via email. I have one decline payment. 25 euro withdraw need to do selfie with id 🙂 i made i have sent 11 april. Comunication via chat is "you account need to have additional verification it may take 31 days" 🙂 it is because of 25 euro 🙂

Thank you very much, kiziorro1984, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

yea right... KYC good for casino and if customer want executive his right... sorry... we cannot help you because you dont have any rights xD for me bad is better then good... if KYC is work on both site should be used before deposit... never used before deposit... becasuse KYC i fake... fake news... but i will wait... 25 euro is not the best price for scam...

Hi kiziorro1984,

I've just reviewed your case and fully understand your struggles with withdrawals of your funds. I will contact the casino and we'll see what can be done to help you when it replies.

Dear Fresh Casino, I'd like to invite you to join this conversation and take part in the complaint's resolution. Could you please share more information regarding the player's case? Have you received all the necessary documents for the verification from the player? Can you please specify how long can it take to finish the verification?

Looking forward to hearing from you.

Best wishes,

Natalia

why to wait? i will answer for them 🙂 you accept the rules you must wait... but if casino break rules and holding withdraw answer from casino guru is... you cannot sent complain because this not take 2 weeks 🙂 (in many case casinos break the own rules and holding withdraws... and casino guru authorized this...) placed 3 bets, waiting 20 days? for 25 euro xD and i want to ask "Fresh Casino" is GALAKTIKA N.V. share customers data to all casinos that they own? 🙂 I can prove this easy... and it will cost me only 25 euro 😉

Nice to meet you! Your payout is really under additional verification, the terms and conditions of "Sport" - 3.34

The FRESH "Sport" platform has the right to limit the possibility of withdrawing funds within a period (period) of up to 31 calendar days for checking the account for the presence of unfair play. Methods and results of verification of gaming activities are not subject to disclosure. You have nothing to worry about, your request will be approved in the near future.

Best wishes,

Fresh Casino!

i have placed 3 bets 🙂 i know how it works 🙂 and i will describe this 🙂 fresh casino is owned by GALAKTIKA N.V. 🙂 i will bet on this that GALAKTIKA N.V. (owner fresh casino) share customers data to others company owned by GALAKTIKA N.V. 🙂 I am not worry 🙂 i am showing people what casinos owned by GALAKTIKA can do to users without justified reasons 🙂 My unfair play was impossible to prove because it was impossible in time period 🙂 waiting for 25 euro almost months 🙂 well it not cost me nothing but here? 🙂 How many people will resign after read this circus? 🙂 I dont care about money i am just showing people how casino use abuse rules against users and it is authorized 😉 If you have account in past in one company owned by GALAKTIKA N.V. this will happen to you to 😉

Dear Fresh Casino, thank you for the information.

Dear kiziorro1984,

As your complaint was sports betting related, unfortunately, we don't have a branch dealing with sports betting yet. If you didn’t know that yet, our Casino.guru complaints resolution center deals with complaints regarding online casinos and online casino games only. Although we have received this information from the casino, that this is a standard procedure to check the account, we wouldn't be able to advise you correctly as we don't have enough insight into sports betting. We wouldn't be able to judge competently all the pros and cons in case of any "unfair play" detected from the casino's side, therefore, we have to reject your complaint. Thank you for your understanding.

We’re truly sorry we couldn’t be of more help in this case. But I still hope, that after the check is finished you'll have access to your funds.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Regards,

Natalia