Freshbet Casino - Player’s account has been blocked.

I provided verification and requested a withdrawal and my account was blocked.

I tried contacting FreshBet, however, they said I had breached the terms and conditions by owning more than one account.

To be clear, I only have one account.

The amount disputed is approximately the winnings held in my account, however this complaint is more so requesting access back.

Dear fmj7tp8y7x,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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 Tomas,

I have sent some correspondence with FreshBet to your email.

I think the confusion arose as I had previously held an account -- however this was closed and I don't have access to it.

I simultaneously requested a withdrawal and provided verification so I am unsure if this was passed, however it has been in the past.

The winnings were all accumulated with no bonus -- all my own funds.

Thanks for your email.

Please understand opening multiple accounts is prohibited in most online casinos. This doesn't refer to accessing multiple accounts in the same period, but creating the accounts in the first place.

• Could you please explain why you opened a new account instead of reopening your original one?
• What was the reason you gave when closing your original account?

Hi Tomas,

I had a change in circumstances and didn’t want overspend. Once this was over I made a new account.

I thought that my original account didn’t exist anymore and so I made a new one.

I used the same name, address, phone etc so thought that if the other account existed still the system would’ve picked that up.

Thanks for the reply.

Please note opening multiple accounts in online casinos is almost universally prohibited. If you knowingly opened another account in an online casino while you registered another before, this will breach the casino's rules, even though only one account was active at a time.

Have you specified this reason when closing your original account? Have you attempted to reopen your original account?

I didn’t try to reopen the other account as I didn’t think this was a possibility. I was under the impression the other was closed and was no longer on the system.

I wish I could help.

Knowingly opening a new account in most online casinos will cause your winnings not to be honored, due to breach of casino rules.

If you have opened any such accounts in other online casinos I would recommend contacting casino support and inquiring about potential consequences. Sadly considering these circumstances we can't offer any recourse and the complaint now will be rejected. Even though we couldn't help you on the occasion, please do not hesitate to contact us if you run into any issues with this or any other casino in the future.