Freshbet Casino - Player has issue with self-exclusion process and allegedly expired licensing.

On 30th December I reached Freshbet asking them to block my deposit function because I have a gambling problem behaviour and I don’t want to deposit anymore, despite their claim for having support 24/7 they have failed to do this and they actioned a couple of days later after exchanging multiple emails. Their website clearly states that they recognise gambling issues and they have support for this 24/7 to help players behave and act responsabile, yet they have failed me and they haven’t implemented this which lead to £1850 deposits since I asked them.

Moreover upon conducting some research on this matter I have also discovered their license shows as expired on CEG website and they shouldn’t allowed UK players to use their website without a valid license.

Dear Helenxo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Freshbet Casino.

 I checked your exchange with the casino and I can't see you mentioning a gambling problem to the casino. I also checked the casino website and it seems the casino has an expired license.

Please allow me to ask you a few questions, so I can better understand the situation.

• Have you mentioned your gambling problem to the casino anytime in the past, before requesting a deposit block in the casino on the 30th of December?
• When have you made the deposits to the casino, following your request?
• Could you please advise whether your account in the casino is currently open?

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

Best regards,

Tomas

Hi there,

Thank you for reaching back, my account with them was new at that time I opened an account around 20th December and was misleading as when I opened an account their website was showing as licensed but after being in this situation and doing some research I found out that I can check the license on CEG website and that’s when I found out that actually they were unlicensed and they shouldn’t have accepted deposits from UK players as a matter of fact.

Have you mentioned your gambling problem to the casino anytime in the past, before requesting a deposit block in the casino on the 30th of December? As my account was opened around 20th December, I mentioned them on 29th and 30th December about my gambling issues and asked them to tune off my deposits ability so I can not deposit anymore and my deposits of £1850 were made after I requested from them to block my deposits and informed them also via their contact form from website of my gambling behaviour issues not only via email, they state that they have 24/7 support especially for this kind of situations and yet they’ve failed to implement this measure for me.

When have you made the deposits to the casino, following your request? Between 30th & 1st January. My initial request was made on December 28th when I first asked them to block my deposits, then again on 30th at 11:21, and the action to block my deposit was only taken on January 2nd at 00:27, they have been advised I can not control myself and I cannot action this myself from the account as they do not give this option to players. This delay in implementing the necessary restrictions has resulted in significant financial implications, totalling £1850.

Could you please advise whether your account in the casino is currently open? No, they closed my account on 2nd January

.

Thanks for the confirmation.

Could you please forward any communication in which you specified a gambling problem to the casino to my email at tomas@casino.guru?

The casino is not obligated to protect you from losing money if you don't mention a gambling problem.

Without such proof, we can't ask the casino for any refund of your deposits due to a failed self-exclusion.

I'll await your reply.

Hi, as I said was mentioned on their contact form option from their website

if you can not help no worries as I said they should have accepted bets in first place and they mislead as being licensed when they weren’t

in one of the screenshots attached previously is mentioned the gambling problem and that I can not stop myself and i need them to action this.

Thanks for your reply.

Please keep in mind casinos might take longer to close your account even if you mention the gambling problem to them.

If you happen to have a conversation where you mentioned a gambling problem before depositing saved, please share it with me, as I was unable to find it in the screenshots you submitted. Without it, we can't confront the casino and conclude how they were supposed to protect you and ask refund on your behalf.

Post the relevant screenshot here or send it to my email at tomas@casino.guru

I apologize for the inconvenience.

Dear Helenxo,

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.