Freshbet Casino - Player experiences issues with suspicious deposit transaction.

I raised a complaint and requested a refund of £371.01 with Freshbet and they’ve asked me to contact ‘sister site’ Mystake.com! First I was asked to contact their payments and then support!

The descriptor used for deposits shown against payments on my bank statement are for a commercial company I have never heard of, let alone purchased from!:

Aqua pulse *nikotpf* aqu 

What’s even more interesting is now the descriptor in my bank has changed to:

Nikotpf* Aqua Pulse

I have never dealt with Aqua Pulse so why would my deposits be going there!?

I want a full refund because I do not want my deposits going to a third party because it makes me suspicious!

Evidence of Fresh-Bet (FreshBet) advising me to contact payments@mystake.com and then payments@mystake.com advising me to contact support@mystake.com

i have written emails to all of them but no one responds - it’s crazy considering the positive reviews plastered everywhere 🤔 🤷‍♀️

Dear DescriptorRaptor,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with Freshbet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Has your deposit been credited to your casino account?

Have you played with the money?

Have you made any successful withdrawals from this casino before?

When was the last time you contacted customer support regarding this problem?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Has your deposit been credited to your casino account? It was yes but that is not the issue here!

Have you played with the money? I did but again this is not the issue here

Have you made any successful withdrawals from this casino before? No, but I never tried

When was the last time you contacted customer support regarding this problem 31/10/2023

Yes I made the deposits, yes I played the games, this is not the issue. My problem is that when looking at my bank statement my deposits went to a commercial company before going to the casino, why would a casino do that and why would they use a company I have never dealt with.

Something needs to be done, seriously this cannot be acceptable.

It is beyond suspicious 🤨

After raising concerns about my deposits showing a descriptor of the actual company We*ops Ltd full identity hidden in case it breaches CG rules (a company I have never heard of, let alone purchased anything from), I challenged Velobet Casino and after a lot of email exchanges they agreed to refund me all my deposits amounting to over £580 - I have received all monies! 😀

Just putting this out there!

Thank you for your response. I understand that you may have been surprised to see that the transaction on your bank statement appeared to be made to a commercial company you're not familiar with. However, I want to assure you that there's no need to be worried. In fact, the way your deposit is reflected on your bank statement can be seen as a positive aspect. It is the practice of many online casinos to use neutral names for transactions. This helps ensure that your financial institution does not identify the transaction as a casino-related activity. It protects your interests and privacy. Moreover, if the name of a gambling establishment that is unlicensed in your country appeared in your bank statement, the bank could flag the transaction, potentially leading to delays or issues in receiving your funds.

Since the deposit was successfully credited to your casino account and you were able to play at the casino without any issues, there is nothing we can do to assist you. Due to the aforementioned reasons, this complaint will now be rejected. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika