Fresh Casino - Player's withdrawal is delayed due to additional checks.

Hi Casino Guru,

I registered on this site by seeing reviews on your website. The websites was good, odds were fine. However after been verified and completed all wagering requirements they just keep rejecting my withdrawals. I contacted their support but they say our team need additional check on your account and this can take upto 31 days. That was my first withdrawal in this site and this has been harassing now. I don't have any problem with addition checks but why they need additional check only at the time of withdrawals and this can take 31 days that is main problem. The amount is not that much so I have some relief and become thankful that I didn't deposit big amount here. If I would know that I have been harrassed by this website in such a way, I never recommend this website. I also reviewed them on other social site and on my YouTube channel.

Dear manishsb,

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 explain if your account is currently available to you?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with or without an active bonus? 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear manishsb,

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.

Hi Tomas,

Sorry for delay in response. It's has been more than a week since my withdrawal showing in processing. I already contacted them via chat and call but they always say that you will receive soon. It's been more than a week but it's still in processing.

In regards to your above questions:

Yes, the account is currently available to me.

I play on sportsbook with deposit money.

I achieve the current balance by deposit money, not by bonus. I wagered according to their terms and conditions.

I will sent the details via mail as mentioned by you.

Thank you very much, manishsb, for providing the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@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 manishsb,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Fresh Casino’s representatives to join this discussion in order to resolve this issue.

Dear Fresh Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

Hello, dear player and Casino Guru representatives! According to our system at the moment the player has no unapproved withdrawal requests. 

Best regards,

Fresh Casino!

Dear Fresh Casino,

Thank you for providing the withdrawal status update.

Dear manishsb,

Do I understand it right that you have cancelled your withdrawal request?

Jakub

Dear manishsb,

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.

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.