Freshbet Casino - Player’s withdrawal has been delayed.

Greetings. I won part of the money after I put on the withdrawal, I provided verification, threw the documents, I was told to wait for their department but there is no answer for 5 how long I wait they do not say I believe that this is a deliberate withholding of my money and so please help me.

Dear hazievgurban,

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

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

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• When did you request a withdrawal from the casino? Is it still pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

1) Fully verified

2) I was told that I have to pass video verification, I learnt about it when I made a withdrawal, before that I made withdrawals from my account.

3) They rejected my withdrawal and now they banned me from withdrawing at all.

Have you passed the video verification in the casino?

Could you please share the communication with the casino regarding your verification and ban in the casino?

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Did you achieve your current balance with the help of a bonus? 

1) I sent them the video in response they said I need to wait for the department to view the video I've been waiting 11 days for it already

2) I re-recorded the video for them in Azeri but still they say to wait for their department

3) Live casino, sports

4) No, i played without the bonus at all

It won't upload the photo to the site for some reason

If you can't upload screenshots here, please send them to my email at tomas@casino.guru

If there is any communication between you and the casino regarding the allegations against you, please share as well.

Thank you very much, hazievgurban, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

good

Hello, hazievgurban,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Freshbet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Have the player's winnings been confiscated? Has his account been fully verified? What steps should the player take to unblock the account and/or withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Hello,

We want to inform you that the user has passed the video verification and made a successful withdrawal already. Users funds were not deducted and everything is resolved at the moment.

Regards.

Freshbet.

Affirmative. But it was a long wait, so I give a minus for promptness.

What great news!

Thank you, hazievgurban, for confirming and using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into issues with any online casino. We are here to help.

Thank you very much, Freshbet Casino team, for your help and cooperation!

Best regards,

Branislav, Casino.guru