Freshbet Casino - Player's account is closed after disputed transaction.

I noticed that my account had a transaction called"System Withdraw" for 1764,67 Eur that was not from me. My account had 1892,67 Eur balance at the time before the withdrawal and 128 Eur after. I wrote to the live chat and they said it was because I had violated the Terms and Conditions sections 9 and 10. After I talked to live chat they blocked my account.

I had earlier made a withdrawal for 50 euros and had to do Kyc verification which was approved.

I tried asking them to be more specific but the live chat wouldnt answer me. I dont how I wouldve broken their terms and conditons.

Dear Kimgron,

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?

Did you use a VPN?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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, 

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible. 

Im the only one in my household.

I do not use a VPN.

I never took a bonus.

I'll email you the conversation I've had with livechat and their mail-support later this evening.

Thank you for helping.

Dear Kimgron, thank you for the information provided.

Did you deposit money using a payment method registered in your name?

I deposited with my Revolut card thats in my name.

I was approved by their KYC and successfully withdrew 50 EUR prior to me being blocked.