Fresh Casino - Player's winnings have been confiscated after a video call.

i made deposit at this casino

then i played with deposit bonus

from 300 eur i won about 2600

made withdraw // then after mat be few days i can not access my account

then casino asked video call with theirs chat support

i made call, and after may be 10-12 hours i received email which i added here

When i ask what was a problem, casino copy paste asnwer that 17.2 and they took all my money

??????

Dear edga777,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fresh Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long were you a player of the casino and when exactly was your account blocked? How did you learn about your account being blocked? What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)

Also, please send me the correspondence from the casino, as it wasn't included. My email is tomas@casino.guru

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

hi Tomas.

Could you please advise how long were you a player of the casino and when exactly was your account blocked? How did you learn about your account being blocked? What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)

I played about one day at this site. I made withdraw. Then after some time, may be this was next day. I can not login, i contacted live chat, they said that i need make video call.

I can not sent any correspondence, casino do not sent any emails about me account problem. Only email about account blocking, which i sent to you already. And i do not make live chat screenshots. I do not knowed that casino can block me like that, then why i do not made any screeshots.

I played a lot of casino, but never asked to make some video conference to asnwer question about my game play.

I don't understand if a player should memorize and take notes on his game. To then answer questions about the game, something incomprehensible.

I want to one more time say about this reason.

i copy from fresh casino site:

You undertake to indemnify, defend the interests of the Company, and protect its partners and their companies, as well as their officers, directors, and employees, against all claims, demands, liabilities, damages, costs, and expenses, including legal costs and other expenses, incurred as a result of:

Your failure to comply with these Terms;

Your violation of the law or the rights of third parties;

Use of your account by third parties irrespective of whether this use was authorized by you or not;

Receiving winnings in a similar way.

This is 17.2 point at casino. I can not understand what about this is and how i broke it.

Thanks for your messages.

The correspondence you meant to submit in the complaint wasn't included. Kindly send it to me at tomas@casino.guru

I apologize for the inconvenience.

I'll await your reply.

i had video call and live chat. video call are not saved for me. and chat are refreshed, i can not copy it and sent to you

Thanks for your message.

You wrote in your first message:

i made call, and after may be 10-12 hours i received email which i added here

As I tried to explain earlier, no email was submitted when you filed a complaint here at Casino.Guru

Kindly send it to me at tomas@casino.guru

Thank you very much, edga777, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.

Hello, edga777!

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!

Nice to meet you, Pavel! This player has violated paragraphs 17.2 and 17.3 of the rules of our website. I can provide you with all details confirming violations by e-mail.

Best regards,

Fresh Casino!

Thank you for your reply, Fresh Casino team! Please, send details to pavel.k@casino.guru.

Dear Pavel,

We've sent you all proofs by email, waiting for your feedback

Sincerely,

Fresh Casino!

What nonsense.

The casino asks a lot of questions, I generally thought they wanted to call me so that I could show my document and ask for my name, surname and mail.

And then some kind of interrogation, after which it turns out that something went wrong and PLAYERS your money will be taken out. Keep in mind this scam

How questions about an account can prove that the account is not mine if it is registered with my data. Interpret separately taking the event as they want and as a result do not withdraw anything

As far as I read on the Internet, writing to the regulator does not make sense at all, since it simply ignores all letters. Nowhere did I find a single case of solving the problem related to the fact that the casino brought something through the regulator

Super Scam

edga777, could you please, clarify, what games have you played in the Fresh Casino?

What games?

Are you seriously asking about what the player played in the casino? Do you think that it is necessary to remember or maybe write down what I played?

Casino can open my account my be i can found in history.

How much slots have this site? 10 000? And i need to answer with slots names?

It's just absurd

Now i will try to

now I will go to the site and I will try to remember from the pictures of slots if it really interests you and you think that it solves something

I checked site, i think i played this slots with 99 %

my tactic was like this, I went into the slot to play and if I didn’t like how the symbols fell out, I changed the slot to another one. I think it’s normal that I don’t remember the name of the slot, I generally choose slots just by the picture, I start to spin, if I like it, I spin it further, if not, I change it.

also may be i played this slot or something similar

Please explain to me, I can't understand. The question of payment on my accounts is whether I remember what I played or I don’t remember? This is quite strange. VERY

Hello, edga777! I am sorry for such a delayed response, but we have been trying to find a solution with the casino regarding your issue. Unfortunately, I cannot share any more details with as we are bound not to disclose any information that casinos send us, unless we have their permission. I hope for your understanding.

The next week we will continue to discuss this complaint with the casino representative and, I hope, we will agree on a proper decision.

edga777, we are still trying to find a solution suitable for all parties so I am obliged to ask for your patience once more. As soon as we will arrive at the decision I will let you know!

Hello, dear player! For further investigation and decision-making, you need to contact our support chat and undergo repeated video verification. Specialists will also send you an email notification.

Best regards,

Fresh Casino!

Dear edga777,

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.

Fresh Casino, have you received any response from the player in last two weeks?

Hello, Pavel! No, the player did not contact us again. The last time he was contacting the chat was on July 31.

Best regards,

Fresh Casino!

Thank you for your response!

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.