Freshbet Casino - Player's not able to withdraw her winnings.

Be very careful with this casino.

I have made 2 small deposits.

I won 200 USD in a pragmatic play slot and as soon as I requested a withdrawal they sent me an email saying that my account is under investigation. I can't understand why.

The only thing I have done on this site is that I played 2-3 bets that I lost and then I played slots. I won exactly 200 USD and they don't want to pay.

Dear maraki9,

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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Hello .

Thank you for the help .

I haven't made any withdrawals.

My account is verified. I didn't get any bonuses. The day I won the $200 in the slots I tried to make a withdrawal and after 1-2 days they replied that my account is under investigation. I can't understand why. I sent all the documents they asked for. I just won $200 in a slot, small amount. Imagine for a bigger amount what they would do. They don’t want to help in emails either.

Thank you very much for your reply, maraki9. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

They have canceled the withdrawal and I can't do anything in my account. I can only login .

I have sent the conversation to your email.

Thank you very much, maraki9, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi maraki9,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Freshbet Casino  to the conversation to participate in the resolution of this complaint.

Hello maraki9,

We do apologize for any inconvenience.

Due to suspicious sport betting behavior, unfortunately your account is under investigation. Usually investigation process will take up to 6 months. Thank you for your collaboration.

Regards,

FreshBet

What are you talking about?

I have played very few bets as I said and lost. I had $30 in my account and the winnings were all from a pragmatic play game. 30 became 210.

I demand that you give me my money immediately. What you are doing is not serious!

I am sorry maraki9, but maybe you remember wrongly.

You have only 15 bets in Pragmatic play and total winnings is $0.82 (82 cents).

more than 95% of your bets are on Sport Betting.

Regards,

FreshBet

What ??

Unbelievable!

Aren't you ashamed to tell these lies?

Win on the bet, I don't have a single dollar!

All winnings are from one slot.

Smugglers cove by Pragmatic Play!

Take a closer look please. The profits were made shortly before I made the first withdrawal that you canceled for me! I will get in touch with Pragmatic to prove it. If you can, show me the bets you say I won. But you can't because it's a lie.

Give me my money please!

casino guru, I would beg you to take a closer look at my topic, because fresh bet is lying to avoid paying. I'm not afraid, I can give you the codes to my account so you can see it if you want.

Hi all,

Thank you for your replies.

Dear maraki9,

If the issue here is your bets in sports betting, I'm afraid I won't be able to help you. We don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately.

Dear Freshbet Casino team,

Could you please send the proof of the player's winnings being from sports betting to my email address (peter.m@casino.guru)?

Good Evening .

Thank you very much for the help. As I said, the bets I have played are very few and I am at a loss. I was left with $30 and I played slots and the winnings all came from a specific slot. I hope they send you all my bets so you can see that I have no profit.

Yesterday I sent a message to Pragmatic Play to send me the history from 9/11/2022 for the specific slot. I told them exactly what happened. I hope they answer me soon so you can see that I am telling the truth.

If you want I can send you my password to enter the account. I have no problem .

Thanks again !

Hello again,

I have sent the proof to Peter via email.

Regards,

FreshBet

I sent them too.

Tell me please, how much are my winnings from the bets ?

Because I say that I am lost. I hope you didn't send anything fake, because you only write lies here to avoid paying.

Hi all,

Thank you for your replies.

Dear maraki9,

I've looked at the evidence provided by the casino. It suggests that you made sports betting bets between 25.10.2022 and 6.11.2022. If the main issue here is these bets, I'm afraid there's not much I can do. I will send you an email with links to websites that should help you with this.  I wish I could be of more help on this occasion.

Best regards,

Peter

We are changing the status of the complaint to "resolved" as we received an email from the player stating that she eventually got paid her winnings.