Freshbet Casino - Player’s account remains active despite closure request.

I asked this site to permanently close my account which they made out they did..

then today (28th September) I’ve just gone onto the website and realised I can sign in and I end up losing £420 which I’m not happy with at all.

it’s the companies job to protect users in line with responsible gaming but instead they’ve lied to me about closing my account permanently

i want the money returned to me

Hello Lowkey93,

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. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Yes you can even ask them check their chat logs, I specifically asked for a permanent closure but they failed to do this even though they had to told me it’s done and that I will no longer be able to access this account now

Sorry, the reason I asked for the closure was because I lost a lot of money

Dear Lowkey93,

As previously explained, self-exclusion is primarily intended for individuals experiencing gambling addiction. If you only requested a simple account closure, the casino can reopen your account at any time or it may automatically reopen the next time you log in.

If you wish to close your account permanently, you will need to request self-exclusion due to gambling issues. Please be aware that this may affect your ability to access other online facilities if they share a database with the casino, as you would be prohibited from registering with them if you are excluded.

If you do not exhibit any signs of gambling addiction, you may consider simply refraining from logging in and playing at the casino or exploring other online casino options.

I look forward to your response.

Best regards,

Nick

I asked them permanently close my account but they did not fulfil my request, I want the money back please

Dear Lowkey93,

Please refer to my initial message regarding refunds. As previously explained, since you did not request self-exclusion, you are not eligible for a refund.

If you would like to permanently close your account, I recommend requesting self-exclusion directly from the casino and ensuring that you mention any gambling-related concerns.

Is there anything else we could assist you with?

Kind regards,

Nick

Dear Lowkey93,

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.

I’ve done this already but they need to refund me

Dear Lowkey93,

As I have explained several times, you are not eligible for a refund. Since you have not requested any further assistance, we will now proceed with closing your complaint.

Thank you for your understanding.

Best regards,

Nick