Fresh Casino - Player’s withdrawal has been delayed.

Hello, this casino does not want to pay the money, as if they are checking whether I am not a scammer, they are mocking me. Please help them. I sent them all the photos that they asked for, and they still do not want to pay the money.

Dear vanya.tkach,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

How to understand this, I won 3500 hryvnias in the casino the first time and they immediately began to suspect me of fraud. And you say that this is an honest casino, they can't handle even such a small sum.

Hello and welcome to the Fresh Casino live chat! How may I assist you today?

Ivan T*** 10:12

hi when will my money come to the card

Kimberly 10:12

Please wait, now you will be transferred to another operator.

You have been transferred to: Nikita.

Nikita 10:14

Ivan, 3.34 The FRESH "Sport" platform has the right to limit the possibility of withdrawing funds on time (for a period) up to 31 calendar days in order to check the account for the presence of unfair play. The methods and results of testing gaming activities are not subject to disclosure. Please wait for the verification to be completed.

Perhaps you have additional questions?

Ivan T*** 10:17

They said they had to wait three days.

and now 31 days.

read

Nikita 10:20

I have provided you with up-to-date information on the timing and retention of payments. The verification time takes up to 31 calendar days. And you think that the casino is honestly that stench ..... I won’t say anything further.

Hello and welcome to the Fresh Casino live chat! How may I assist you today?

Ivan T*** 10:12

hi when will my money come to the card

Kimberly 10:12

Please wait, now you will be transferred to another operator.

You have been transferred to: Nikita.

Nikita 10:14

Ivan, 3.34 The FRESH "Sport" platform has the right to limit the possibility of withdrawing funds on time (for a period) up to 31 calendar days in order to check the account for the presence of unfair play. The methods and results of testing gaming activities are not subject to disclosure. Please wait for the verification to be completed.

Perhaps you have additional questions?

Ivan T*** 10:17

They said they had to wait three days.

and now 31 days.

Nikita 10:20

I have provided you with up-to-date information on the timing and retention of payments. The verification time takes up to 31 calendar days.

Ivan Tkach 10:22

well you are scammers

you can’t even give money calmly 3500 thousand hryvnias

Nikita 10:23

We are an online casino and do not have a physical location. Our website is licensed by Galaktika NV, which in turn is registered at Scharlooweg 39 Willemstad Curacao, CW. Payments are processed by Unionstar Limited, a company registered in Cyprus and a subsidiary of GALAKTIKA NV. For details, click on the license icon at the very bottom of the main page of the site.

Ivan T*** 10:23

it's funny to say that.

nothing proves that you have a license if you are scammers even I can’t pay such a ridiculous sum

you deceive people in that area and me

It’s also good that I didn’t win a lot from you and didn’t invest money .... I see what kind of goat you are ...

Nikita 10:26

We provide you only licensed services. Our casino is licensed, the site contains games from official providers, which guarantees an honest result when placing bets.

Ivan T*** 10:27

and won you money from the casino, and what are you telling me. you will hear yourself.

I played at your goat...

Nikita 10:28

Your payout is active, however we need to make sure that you do not take any action that does not violate the rules of our site. Therefore, please wait for the verification to be completed.

Ivan T*** 10:28

and immediately won, and you say that you are checking me for a fair game ...

what I could do.

funny you

bye

Thank you for your reply, vanya.tkach. Do I understand correctly that this was your first withdrawal request? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Your application is under additional verification under paragraph 3.34 of the "Sport" section of the rules.

I did not take bonuses. I passed the verification

Thank you very much, vanya.tkach, 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.  

and why are you doing everything for so long, I would like to ask. thank you

Hi vanya.tkach,

I've just reviewed your case and fully understand your struggles with the lengthy withdrawal process. In order to help you with the issue, I will contact the casino, and we'll see what can be done when they reply. Also, please, keep in mind that each party has minimum 7 days to answer, so thank you for being patient.

I'd like to invite Fresh Casino to join this conversation and participate in resolving this complaint. Dear Fresh, can you please provide us with more information regarding the case? Have there been any problems with the documents the player sent to you for verification?

I'm looking forward to hearing from you.

Best regards,

Natalia

Nice to meet you, Vanya.tkach! According to point 3.34 "Sport" FRESH Sportsbook platform has the right to limit cash outs for up to 31 calendar days to check Client’s account for unfair gambling. The methods and results of the gambling activity verification are not subject to disclosure. The the check will be ended soon and you'll get your funds, no worries, please, it's okay, we jyst want to be sure that everything is legal and there're no fraudulent actions.

Best wishes,

Fresh Casino!

Don't worry plz everything is ok we just want to make sure everything is legit and no fraudulent activities.i didn't understand what can i do fraudulent activities what are you talking about….

Dear Fresh Casino, thank you for the reply.

Dear vanya.tkach, could you please tell me what was the exact date when you made the withdrawal request, so we can calculate when your withdrawal request may be finally processed by the casino?

We'll keep the complaint opened, and I'd set the timer for the time when this check should be finished, based on what the casino told us.

Best wishes,

Natalia

They told me so on 03/13/2023

Thank you, vanya.tkach, I'll set the timer for you for 14 days. Please, let us know if the status of your withdrawal request will be changed on 13.1.23 or inform us about any news you'll receive from the casino in the meantime.

they gave me my money.

Dear vanya.tkach,

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,

Natalia