Fresh Casino - The player's attempt to block his account failed.

Hey guys,

I asked the casino to close my account permanent on 06. April via email. I got a response asap. And then they tryed to convince me to let my account open.

I told them in 3 different e-mail, that my decision is final and I want my account to be closed, and they tryed every time to give me reasons to not close it. I wrote it is my final decision. They did not close it and it is still open.

I was able to deposit another 500€ after the closure request, which I think, should not have been possible.

My mails:

1. 06.04. 19:44

"Hi guys

I wanna shut down my account permanent.

I don't wanna gamble anymore.

Thanks"

Casino Answer 06.04. 20:45:

"Max, we draw your attention to the fact that you always have the opportunity to take a break from the game without blocking your account. The casino does not oblige you to regularly play and place bets. You can return to the game when your mood improves, and when conducting a no deposit promotion on the site, you can take part in it."

2. 06.04. 20:47

"Jeah but please block my account.

Thanks a lot. Final decision."

Casino answer 06.04. 20:57

"In the near future, we are preparing an interesting no deposit promotion for our players, in which you can also take part. It will be a pity if you miss it."

3. 06.04. 20:59

"As I said.

Final decision. Please close it now.

I don't wanna repeat."

My account is still open. My next deposit was on 07.04. 18:53, a full day later. I am gamblig addicted, that's why I told I am final in my decision to close the account 3 times. I even wrote I will not repeat my request and it is final.

That's why I ask for a refund of deposits after the request, because of not respecting my closure decision. I think I wrote 3 times more than clearly, that I want my account to be closed.

Thanks for your help in this case. I uploaded the mails and deposit history.

Hello Maekz1990,

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.

Did you ever mention to the casino that you have gambling addiction? Is your account still active or is it closed since?

Please note that if you did not mention gambling addiction to the casino while trying to close your account, you would be to reopen it anyway. There is a difference between account closure and self-exclusion.

Looking forward to your answer.

Regards,

Nick

Hey Nick,

first of all thanks for your help in this case.

Yes, my account is sadly still open. And it is hard for me to stay focused to not keep depositing and playing right now on their site.

No, I did not say in words, that I am gambling addicted. But as I wrote and you saw, I made 3 different requests for the account closure on the same day and they tryed to convince me to stay all 3 times and spent more money and they answered within 1 hour. Even after my last 3rd request, when I said "permanent closure", "final decision" and "I don't wanna repeat", they did NOT close my account. They wrote again something about cashback and I should stay. After THREE clear requests! I asked about the general cashback time, but it was not really interesting for me, so I did not change my mind about the closing request, as I told before I don't wanna repeat the request again and the decision is final.

Three requests should be more than enough. I understand if they try to convince me one time to stay. But they tryed it 3 times after 3 closure requests. That's not acceptable, if I give them serious notes, that I may have issues with gambling. And even they don't got those notes, I made clear to get the account closed now and permanent 3 times, no matter what reason behind this.

I am sadly a very addictive person and tryed to stop me with this closure requests from depositing more money. I was able to go for 500€ more deposits a full day later, because the casino did not close my account as requested.

That's why I see a huge repsonibilitys on the fresh casino site for the additional 500€ spent, in this case, I tryed everything to get me blocked. They did not accept it.

Thanks for your help in this case. Kind regards,

Max

Dear Max,

Unfortunately there is a big difference between asking to close your account and asking for self exclusion (or mentioning gambling addiction).

Once you request to close your account, you can reopen it anytime and the casino can also offer you to stay.

Please try to contact them directly with gambling addiction or self exclusion request. If your account will still remain open we will be able to look into it.

I'm not sure that there is any possibility to recover your lost balance as you only requested for account closure without mentioning the addiction.

Regards,

Nick

Hey Nick,

first of all thanks for your kind response and for your work on my complaint.

But I am kinda confused with the response.

You basicly telling me, that the casino can refuse my closure request as often as they want, and offer me to stay and don't respect my decision made, if I don't tell them that I am gambling addicted. That doesn't really sound like it should work, don't you think so?

I want to repeat the messages I sent them:

1. 06.04. 19:44

"Hi guys

I wanna shut down my account permanent.

I don't wanna gamble anymore.

Thanks"

2. 06.04. 20:47

"Jeah but please block my account.

Thanks a lot. Final decision."

3. 06.04. 20:59

"As I said.

Final decision. Please close it now.

I don't wanna repeat."

I am a customer of the casinos services. I told them I want to close my account PERMANENT (which means forever) and that my decision is final and that I don't wanna gamble anymore. I also wrote I don't want to repeat my request, since it was final. That's all indicators for a possible gambling addiction. And even if not, I made clear decision that I want to close it. And I never made any request to let it open or reopen it.

The fact, that a reopening of the account WOULD be possible, if I don't tell them I am gambling addicted directly, should not change their responsibility for a not made closure request. I only asked for the closure. Nothing else, no reopening or any stuff like this. My account is still open. They did not accept my closure requests.

I still think the casino has a responsibility for the 500€ spent after my three closure requests. Because they ignored them all and just wrote me to stay. That's a very bad behavior.

The casino has a responsibility to respect my decision made. But they did not respect it.

I would like, if you could forward this case to Peter from your team, because I hade some solved cases with him in the past and appreciated his opinion. If he is on the same page with you, I will close this claim, but I would really like his opinion on this case.

Thanks in advance and I wish you and your family a good eastern.

Greetings, Max

Hello Max,

A little late but happy holidays as well.

Account closure and self exclusion is a very problematic section in every online casino. The casino can set the rules how exactly do you need to request the self exclusion (mostly is to mention gambling addiction). Unfortunately we are not able to decide whether your request was legit or not. All I can recommend now is to contact directly the casino's licensing authorities here: certria@gaminglicences.com

They should definitely be able to help you out as they can order the casino to pay you out if they find your case relevant. Please let me know if you will be contacting them and if yes, we will be closing the complaint until the license responds to you and we will stay in touch regarding the case.

Regards,

Nick

Hi,

I wrote them but I guess they won't do anything since it's not the MGA.

You can close it for now.

I still believe casinos shouldn't refuse 6 diferrent closure requests, no matter what reason is told. That's kinda a scam behavior to prevent customers from locking their account. If I want to stop my sports membership in the gym, they won't refuse my closure request 6 times aswell. They do it at least after my 2nd request. That's how company's should work. Even in the gambling industry.

So I am not on your page with your decision made, but ofc I have to respect it. I still would like if you and your team think and discuss about this possible issue, since casinos should respect the customers decision at any point. If a costumer ask for a reopening, it's their own responsibility, and I got those point. But I never did that. They just did not close my account when I requested it six times. That's a diffrent thing in my eyes.

Thanks anyways.

Hello Maekz1990,

I will try to discuss it with the team at the first given opportunity. However, we have to respect the casino's terms as well as they are there for a reason. If we will find your request relevant for permanent exclusion, we will get in touch with the casino.

Regards,

Nick

Thanks. I will respect your decision made. 🙂

Hello Maekz1990,

As I already mentioned above, we are not able to decide whether your request was legit or not and only the licensing authorities can, the complaint will be now closed. I believe that sooner or later the authorities will respond you regarding your case and the casino will be forced to pay you out if they decide that you are right.

Sorry again that we were not able to help you out with this case but feel free to contact us if you will come across any other trouble again in the future.

Regards,

Nick