The player from Denmark had encountered issues with his bets on roulette at Freshbet. His bets had been rejected due to technical errors, but the money had not been returned to his balance. Despite having provided evidence of these errors from Evolution support, Freshbet had maintained that the bets proceeded without any issues and refused to refund the money. Additionally, the player's bet history had been cleared without explanation. We attempted to mediate the situation by contacting Freshbet multiple times but received no response. The complaint was eventually marked as 'unresolved' due to the lack of cooperation from the casino. We advised the player to contact the Curacao eGaming Authority for further assistance.
Freshbet Casino - Player's bet money not returned after rejection due to technical errors.
Black points: 213
Amount: €270
Freshbet Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
11 months ago
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12 months ago
Translation
I deposited 270 Euros on the casino on the 5th of November and subsequently made a bet on a roulette spin at Evolution, but my bet was rejected due to technical errors. My bet, however, was not returned to my balance, so I contacted FreshBet's live support, and they said it would be investigated - I got the money back 30 minutes later. I then decided to bet the entire amount on a roulette spin again - "bet rejection" happened again, but this time the money was not returned at all. Several days later, I contacted FreshBet live support again and was told that they couldn't find technical errors, and that my bet had been placed and approved. When I checked my bet history, it was suddenly empty, both on the casino and at Evolution, as if the bets had never taken place. I then contacted Evolution support, who confirmed that two bets had been rejected on that day and at that time. I forwarded this confirmation to the casino as proof that the bets were registered as rejected, and that my money therefore should be returned. The casino responded again that my bet had gone through without problems, even though I had confirmation from Evolution that they had been rejected due to technical errors. I contacted Evolution support again today, as well as FreshBet's live support, where a new support agent at Evolution confirmed the two rejected bets. FreshBet's live agent ignored my proofs and questions about why my transactions had been deleted and then abruptly ended my live chat. I can provide my live chat transcript and screenshots from both days with Evolution's confirmation that the two bets were rejected, and that my transaction list is empty (I even managed to get a picture of the bet history that was deleted which shows the same time as Evolution confirmed the two bets were rejected!). I plan to take the matter up with my bank since the casino will not cooperate.
Automatic translation:
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12 months ago
Dear axed,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication or screenshots to petronela.k@casino.guru?
Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your cooperation and understanding.
Best regards,
Petronela
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12 months ago
Translation
I have now sent the relevant evidence for my situation! 🙂
Automatic translation:
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12 months ago
Thank you very much, axed, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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12 months ago
Hello axed,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Freshbet Casino to join the conversation and participate in the resolution of this complaint.
Dear Freshbet Casino,
It appears from the player's screenshots that Evolution support has raised a ticket (SD-3532109) to investigate this situation with the casino, can you provide any further details?
Kind regards,
Adam
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11 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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11 months ago
Dear axed,
I have not yet received any response from the casino. However, I would like to try and contact them once more via Skype in the hope that we can find a resolution to your situation. In the meantime, can you please let me know if there have been any developments?
Kind regards,
Adam
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11 months ago
Dear axed,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend you contact the Curacao eGaming Authority (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (adam.m@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Adam
