Freshbet Casino - Casino denies refund to player.

I again have a gambling issue and the payments should not have been taken.

i informed the support team and they confirmed to me that I would get a refund to my bank account.

now they are saying that they are not giving me a refund.

Dear misscoups88,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Freshbet Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? When did you request for self-exclusion? How did you request for it? How long after that did you deposit? I will be waiting for your reply patiently.

Best regards,

Nick

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.

Hi Nick,

my bank has gambling transactions blocked on it. I told them after I had made the deposits and I wanted a refund. The support team confirmed that they would give me a refund and it’s highlighted in all of the communication to me which I have attached.

They said that they were reviewing it. After 2 days of waiting they finally said that they would not give me a refund.

i have it all in black and white that a refund was going to be issued. What I find rather bizarre is some of the payments have gone back into my account? Only two mind.

Dear misscoups88,

How much did you deposit in total into the casino? How much is your current balance in the casino?

Good Morning,

It was around £250 english pounds. In the email they sent me they said that the support agent got it wrong and they thought it was a deposit issue and therefore I am not getting a refund.

Kind Regards.

Dear misscoups88,

This case seems more likely related to your payment provider. It is not the casino's fault that your bank forwarded the deposit anyway. Is the deposited money still on your casino account or played away?

Dear misscoups88,

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.