Fresh Casino - The player's account got blocked.

I had won money in roulette and yesterday I verified my account with a government id and a selfie with it.

But today in the evening I couldn’t access my account. I contacted their customer support and they said that i needed to upload another selfie with the document for verification, so i sent a new one. Then the customer support said that my account had been blocked because i knew the outcome of the game(roulette). How the heck can anyone know the outcome? We all just predict and win or loss right?

Please help me with this fraud casino to get my funds.

please look at the conversation in the screenshot provided and see how absurd this casino is

Hello Mayank,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Fresh Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Did the casino provide any evidence of their claim? How much was your real money balance in the casino when your account got closed? Did you have any active bonus at the time?

Looking forward to your answer.

Regards,

Nick

They asked for the kyc documents on 10th June and I submitted them on 13th June and the customer support verified my documentation and the selfie with the government id the same day.

I hadn’t taken any kind of bonus, and my balance was 18398₹.

You can check the screenshot I attached with my previous comment where they simply said that they have blocked my account because I knew the outcome of the game. I just don’t understand that how can a person know the outcome of a live roulette?

Please help me, its just absurd to throw such a term and condition on the user, how can a person win and withdraw if all they are gonna say that "YOU KNEW THE OUTCOME OF THE GAME"

Hello Mayank,

Did the casino forward you any statement from the game provider which would describe or prove that in some way you knew the outcome? If you have any other e-mail conversation between you and the casino regarding this case please forward it to nikolas.b@casino.guru.

No they did not provide any statement or evidence at all. The customer service kept repeating this, "Verma, your account has been blocked for violating the rule 10.2.2 on our site. It cannot be unblocked."

Thank you Mayank for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Mayank,

I am sorry to hear about your unpleasant experience, and I am sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Fresh Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Fresh Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw his balance? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello, Branislav and Mayank! The player broke the point of our rules 10.2.2. We are entitled to block your account as well as to suspend or cancel payments/winnings: in the event of a bet placed by a customer who may be privy to information regarding the potential outcome of an event. I will send you confirmation of this fact by e-mail, Branislav.

Best regards,

Fresh Casino!

Just explain to me that how can a person know the outcome of a bet? It was my luck that I won and then I even verified my account and it was verified the same day too. Your customer support even matched something with their financial department and said that it was alright to withdraw the funds, but the next day you blocked my account saying that I knew the outcome of a roulette game

It is not so difficult and not unusual in online casinos, Mayank, but it is not allowed. In Live Casino games, such as the one you played, it is not a problem. If a player plays the same Live Casino game from more than 1 account at the same time, or someone helps them, it is possible to know how it will end - win/loss. For understandable reasons, I will not disclose further details. We are likely not talking about knowing a particular number in roulette but rather about knowing the outcome - win/loss.

However, please note that online casinos have modern tools to identify multiple accounts and prohibited techniques. It means a serious breach of the casino's Terms and Conditions.

Dear Fresh Casino team,

Thank you for your email, explanation, and screenshots provided. Unfortunately, the data is not complete, and we would need more details.

Could you please look at my last email and provide me with the requested information?

Hello, Branislav! We've checked your email and going to provide you with necessary information by email in a day.

Best regards,

Fresh Casino!

Hello, Branislav! We'll sent you all the details you've asked for in the the email in a day.

Best regards,

Fresh Casino!

Thank you very much for your email and the details provided, Fresh Casino team.

Dear Mayank,

Could you please look at my previous post and answer my questions directed to you?

Looking forward to hearing from you.

Hello, sorry for replying this late, I only have one account with fresh casino and if someone makes a similar bet at the same time as I make the bet then how can it be my fault? There are hundreds of users making bet simultaneously so isn't it possible that two gets are placed of the same amount.

I even did KYC and it was approved and the customer agent said that they had checked my details with their department and I was clear to withdraw my money but the next day they blocked my account

Dear Mayank,

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, the requested details will be needed.

Thank you very much, Fresh Casino team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru