Freshbet Casino - Player's bet money not returned after rejection due to technical errors.

Jeg indsatte 270 euro på casinoet den 5. november og placerede efterfølgende et bet på et roulette spin hos Evolution, men mit bet blev afvist på grund af tekniske fejl. Mit bet blev dog ikke returneret til min saldo, så jeg kontaktede FreshBet's live support, og de sagde, at det ville blive undersøgt - jeg fik pengene tilbage 30 minutter senere. Jeg besluttede derefter at satse hele beløbet på et roulette spin igen - "bet rejection" skete igen, men denne gang blev pengene slet ikke returneret. Flere dage senere kontaktede jeg FreshBet live support igen, og fik at vide, at de ikke kunne finde tekniske fejl, og at min indsats var blevet placeret og godkendt. Da jeg tjekkede min bet historik, var den pludselig tom, både på casinoet og hos Evolution, som om bettene aldrig havde fundet sted. Jeg kontaktede derefter Evolution support, som bekræftede, at to bets var blevet afvist på den dag og på det tidspunkt. Jeg videresendte denne bekræftelse til casinoet som bevis på, at bettene var registreret som afviste, og at mine penge derfor burde blive returneret. Casinoet svarede igen, at min indsats var forløbet uden problemer, selvom jeg havde bekræftelse fra Evolution på, at de var blevet afvist på grund af tekniske fejl. Jeg kontaktede Evolution support igen i dag, samt FreshBet's live support, hvor en ny supportagent hos Evolution bekræftede de to afviste bets. FreshBet's live agent ignorerede mine beviser samt spørgsmål om hvorfor mine transaktioner var blevet slettet og afsluttede derefter min live chat abrupt. Jeg kan fremlægge min live chat-transkription og screenshots fra begge dage med Evolution's bekræftelse på, at de to bets blev afvist, og at min transaktionsliste er tom (jeg har sågar nået at få et billede af den bet historik som blev slettet hvilket viser samme tidspunkt som Evolution bekræftede at de to bets blev afvist!). Jeg forventer at tage sagen op med min bank, da casinoet ikke vil samarbejde.

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

Jeg har nu sendt de relevante beviser for min situation! 🙂

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.  

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

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.

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

Ingen udvikling

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