Freshbet Casino - Player's duplicate account resulted in a sudden lockout.

15th February I opened a new account, using legitimate credentials and submitting genuine proof of ID for verification. I deposited a total of around £650 and played to a balance of over £1,000, but cannot login to see exactly how much. 16th February I attempted to login and make a withdrawal, but my account was locked.

I contacted Live Support, who advised me the account was locked due to a duplicate account that was closed on my request some time ago (I don’t know the details, nor when).

I apologised, as I was not aware I already had an account, but was informed I could not withdraw my balance, since I had violated terms and conditions.

Fresh-Bet allowed me to open a duplicate account, submit verification documents, deposit several times and play for a whole day - before determining that I could not access my funds. It feels contrived.

I have respectfully request they process a withdrawal of the balance and I will make a note to not attempt registration at casino group again, but no response after 24hrs.

A genuine mistake that would not have happened had they not allowed me to open an apparently second account.

Anything Casino Guru can do to help would be appreciated.

Dear FunkyDuck,

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

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?

• Were your winnings accumulated with or without an active bonus?
• Was your account previously verified?
• Are you aware of having an account with this casino in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hiya.

No bonuses involved. Account not previously verified and I was not aware I had another account with this casino.

Definitely no chance of anyone else opening an account. It is possible I did, but I didn’t know that when I opened this ‘new’ account.

thanks!

Hello

I received an email from Freshbet asking me to verify my bank card, so am hopeful it means they will at least refund my deposits. Will let you know….

Thanks

Chris

Okay, so Freshbet opened my account to allow me to withdraw my last deposit, which was £150. There are still a further £549.99 they have not refunded.

The winnings of £1,160.50 have been removed from my account.

I’d like to continue the complaint please.

Hi FunkyDuck,

• Previously, you mentioned that your alleged previous account was closed in this casino at your request. Are you personally aware of this, or was this communicated to you by the casino?
• If there's any relevant communication, please forward it to petronela.k@casino.guru.

Thank you.

I was not aware and it was only communicated after I verified and requested a withdrawal.

Thank you very much, FunkyDuck, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.  

Dear FunkyDuck,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello,

We are sorry for any inconvenience. User had a duplicate account and we were not able to detect that before verification. When we found out that, we closed user's account and let him to withdraw the last deposit according to the terms of our website.

Regards,

FreshBet

Dear Freshbet Casino team,

Thank you very much for your cooperation. May I kindly ask you to provide us with more information about this duplicate account? Is there a possibility that a player simply forgot about their previous account? Based on their statement that no bonuses were involved, could you specify the advantage that the player may have gained by creating another account so that the confiscation of all the winnings and refunding just the last deposit should be legitimate?

Hello

User had a duplicate account which is not allowed on our website. Unfortunately it is impossible for us to detect that before user uploads documents on the website. Account verification is not necessary until user wants to make a withdrawal. When he provided documents and we detected that this was duplicate account, account was closed and funds deducted except the last deposit according to the terms and conditions of our website.

Regards.

FreshBet.

Dear Freshbet Casino team,

The player claimed he was unaware of his previous account. Can you verify his statement, or were the accounts used simultaneously?

Is it also accurate that he did not use bonuses in any of his accounts?

Hello

Dear Casino Guru representative, could you please clarify exactly what information do you need to be provided from our end? Also I want to repeat once again that we only detected that the user had a duplicate account when

he uploaded documents for account verification.

Regards.

Freshbet.

Hi,

thank you, could you forward the player's login and transaction history for both accounts?

My email address is jozef.k@casino.guru.

Hello,

Dear Casino Guru representative, the required information is already sent to mentioned email.

Regards.

Freshbet.

Dear Freshbet Casino team,

I confirm receiving it, and I also affirm that as the player was originally self-excluded due to a gambling issue, I believe he is not entitled to receive the winnings. When a player self-excludes due to a gambling problem and later returns to the casino, they should not be able to open a new account with the same or similar credentials. There should be safeguards in place to prevent them from creating a new account. 

Please, could you explain why only the last deposit was refunded and not all as it is usual? Do you have any protection for self-excluded players who try to register again in your casino to bypass the exclusion? Based on the evidence provided, it seems that the player used an identical full name, birth date, and a very similar address.

Hello,

We have been trying to explain that we were not able to detect that user had an account before he uploaded documents for the verification. After he did it, we found out that this user already had an account, closed it and let him to withdraw his last deposit as our terms and conditions states it.

Regards,

Freshbet.

Dear Freshbet Casinot team,

Based on the information provided by your department, the player's initial account was closed due to a gambling issue. We suggest that the casino should implement certain safeguards to prevent problem gamblers from accessing the casino using the same credentials. While the player did use a different email address and phone number, these details are often changed. However, all other information provided remained the same. I recommend including a date of birth in the registration form, as this would allow for better monitoring of players with the same name and birthdate..Currently, this issue is only discovered during verification, which is typically requested when a player wins and wants to withdraw funds. So, players like FunkyDuck can only lose in your casino, and if they win, they receive only their last deposit.

Please, could you reevaluate your position, or is this your final decision? The player has clearly pointed out a gap in your responsible gambling protection, and I believe he should receive some appropriate compromise for the current situation.

Hello,

We understand your point that it would be better if users could not be able to register and make a new account, however our Terms and Conditions state that creating multi accounts is prohibited and against the rules and the user itself is responsible to his action. We act according to our Terms and Conditions and consequently there is violation on our rules from the user.

Regards.

Freshbet.

Dear FunkyDuck,

I am sorry, but as the casino team has made their final decision, our resolution has come to an end. I believe my opinion is clear, I believe you should receive all your deposits refunded. Please be aware that this complaint will affect their safety rating on our website.. An alternative option is to file an official complaint with the licensing authority of the casino. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru