Freshbet Casino - Player’s winnings are confiscated due to regional restrictions.

Hello

I play at freshbet they make allot of commercial in my country to play I registered and give me bonus I did a big verification after they void winnings.

Please be informed, that you have confirmed our website's T&Cs Article 15  FREE SPIN AND BONUS RULES which refers: 

" my country not allowed"

After I win a little amount they void winning. Not far They let me register play they offer me a promotion. After not pay me at all.

Never fun like this.

Greetings,

We are reaching out to notify you that the winnings earned from the activated promotion has been deducted according to the terms and conditions of our company.

We kindly ask you to note that due to the regional restrictions, you are not eligible for the Welcome Casino & Live Casino Bonuses, T&C part 15.

Please be informed that your active balance in the amount of 200 EUR can be wagered by using the services of our website.

If you have any more questions or inquiries, please feel free to let us know. We'll be more than happy to help you out anytime. Have a great day!

Best Regards

Amy/ Support Agent

Dear phimon,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to claim bonuses as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to activate the bonus and play, they should pay out their winnings as well.

We share more details about our point of view in the Fair Gambling Codex.

Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you played with a welcome offer?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Dear phimon,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of phimon. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Could you please let us know if there has been some news since our last contact?

Dear phimon,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.