Freshbet Casino - Player believes that their withdrawal has been delayed.

Good morning,

I have an account with freshbet with an amount of 17000 gbp currently in I have verified driving licence and utility bill plus credit card pictures, I went to withdraw 3300 pounds first and they rejected it then after all documentation was complete I went to withdraw 5750 and they asked me for video of me with ID etc which I did I’m now waiting so far since Thursday for them to confirm starting to worry but just wondered what i can do next my account is open and they are replying just saying verification takes time.

any help greatly appreciated

Bradley

Dear Bradley55,

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

Thank you I will wait 14 days and update you on what’s going on.

many thanks

Bradley

Amount is 15k apologies I have had feed back from fresh to say verification would be 48 hours was then asked to get in touch today where they have now said will take approximately a week my account is open but no option to withdraw funds I’m even told by chat that I’m fully verified which I’ve kept Copy of but not moving forward unfortunately.

my verification video still under processing this morning so stressful 😢

Had email last night that video is still under verification and can’t access my account this morning ? What a fiasco unreal.

I am hoping that freshbet are good there chat has been helpful and I have had replys from emails just be nice to have account confirmed so I can put a positive review on here.

Dear Bradley55,

Have you received your withdrawal from the casino yet?

Good morning Kristina last update I had was last night to say account fully verified but video not processed they cancelled my withdrawal on their request of the video last Thursday 😢.

Still no video verification, account is verified but they say video is still processing they have had it 8 days now and no withdrawal option.😔

Good morning woke up this morning user now blocked and account under investigation surprise surprise unbelievable that they can get away with this 😡 £15000 in that account really annoyed.

Spoke to fresh bet on live chat last night they say account is permanently closed and they are still awaiting to confirm video verication once that complete can withdraw money been 10 days now of video verification really stressful time for me lot of money to be missing 😢 hope you can help. Thank you 🙏🏻

Good morning just quick update still nothing from casino but could access my account this morning which was strange my balance of 15000 still in there but no withdrawal option so as we were still awaiting news from freshbet very stressful 😢

Thank you for your reply, Bradley55. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Did you accumulate your winnings with or without an active bonus?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you in advance.

Hi Kristina, no withdrawals have been received no, 2 rejected even though they told me I was fully verified I will also mail you my screen prints of those facts, no I didn’t use any bonus I never use a bonus I know that they have terms and conditions, I will mail you all photos and emails now to your email address thank you so much for your help and assistance.

Please confirm receipt of mail Kristina just know was large email 😊 thank you.

Update this morning on to 12th day since video verification sent, can access account but no withdrawal option available ? They say team is still veryfying ???? So stressful 😢.

Good evening getting on for 2 weeks since I submitted my video really making me ill with the constant denial of my account and non processing of my video, latest email from them tonight is still processing my video verification when past promises stated maximum of a week 😢

Good morning No update on my account just emailed me at 3 this morning saying they are processing, 14 days tomorrow since I sent my small video clip with my id etc that they had already verified 😡previously.

Thank you very much, Bradley55, 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.  

Hi Bradley55,

I've just reviewed your case and am sorry to hear about your struggles with the last stages of verification. I will try to help you by contacting the casino and we'll see what can be done when they reply.

Dear Freshbet Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's video verification? If I got it right, it's been already 2 weeks since the player shared the video, when can he expect any results of the review?

Can you please confirm that the rest of the documents were already successfully verified?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Thank you Natalia and Freshbet for helping resolve the issue 😊

Good morning woke up to my account being reduced to 7500 this morning a litecoin transaction was requested from someone god knows who even though I had no withdrawal facility ???? I managed to get through to live chat who said it couldn’t be cancelled even though I hadn’t requested it and had no facility to withdraw they then said they cancelled it and at 6.58 said my video was verified??? I have told them not to accept litecoin withdrawals as don’t have that facility which they have now agreed to do and I have requested first withdrawal of £ 6000 (weekly maximum) to my bank account I will update as we go along don’t shut this yet discussion yet please.

Hello,

We would like to inform you that verification has already been passed and user is able to withdraw his balance according to the limits. He has already made the first withdrawal.

Kind regards.

Freshbet.

Dear Bradley55, thank you for the updates. Do I understand correctly, that your video was finally verified and you could request a withdrawal, though there already had been a withdrawal request before?

We are still waiting for the comments from the casino representative, so your complaint will be opened until we get any information regarding your case and help you solve this.

Thank you for your reply, Freshbet Casino.

Dear Bradley55, let us know as soon as you receive your withdrawal.

Hi Natalia yes first withdrawal received this morning ok l, thank you fresh bet and natalia 😊 I will withdraw again next Friday as per my limits as my account is closed for anything else 9000 balance remaining.

thanks again will update next week.

I have told fresh bet to only do withdrawals to my account details that they have used this morning as strange activity last night with withdrawal to litecoin account which was eventually stopped which had nothing to do with me which was quite stressful. Please keep discussion open if we can until balance received. Thank you so much 😊

Dear Bradley55, I will wait for your updates. Let us know when you place a new withdrawal request.

Hi Natalia 2 withdrawals completed and freshbet have transferred as they have said will carry out final withdrawals on Saturday according to their weekly limits.Thank you Natalia and fresh bet.😊

Thank you, Bradley55. Please, update us when you receive the final withdrawals from the casino.

Good morning, Freshbet paid a further 6k this morning they have now Paid 13500 and I have just requested final 1500 to my account thank you very much fresh bet and Casino Guru (Natalia) you have eliminated a lot of anxiety. Bradley ❤️

All monies received please close case successfully complete can’t thank everyone enough ❤️❤️

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Bradley55, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Natalia

Casino.Guru