FreshSpins Casino - Player's winnings have been confiscated.

www.freshspins.com

I made deposit 100e for 50% to 50e bonus.

I did win 413,09€ and made withdraw. Couple days later they got me this email i was braking rules and they consficated all my money. Deposit i made and the money i win from bonus, total 413,09€.

Company Websites (the "Website")

www.luckydino.com;

www.casinojefe.com;

www.justwow.com;

www.olaspill.com;

www.hipspin.com;

www.freshspins.com;

www.vie.bet;

Dear trooppinen,

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. Do I understand correctly that the casino did not specify what exactly was the reason behind confiscating your winnings? Did the casino also close your account?

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. 

Thank you very much in advance for your reply.

Best regards,

Kristina

They said this:

Please find below the relevant paragraph from the terms and conditions in relation to the closure of your account:

4.2 Access to the Website is permitted on a temporary basis, and we reserve the right to withdraw or amend the Services we provide without notice. The Website is updated regularly, and may change at any time. You acknowledge and agree that the specific form and/or nature of the Website or Services may change from time to time without prior notice and we may cease providing the Services (or any specific features within the Services) to you at our sole discretion, without prior notice to you. If the need arises, we may suspend access to the Website, or close it indefinitely. We will not be liable if for any reason the Website is unavailable at any time or for any period but this shall not, of itself, preclude us from returning to you any money that is properly due to you. We will not be liable for any loss whatsoever arising from the cancellation of any Service.

4.3 We may terminate your Account, delete any Content and/or prohibit you from using or accessing the Website or Service (or any portion, aspect or feature of the Service) and return any money that is properly due to you at any time in our sole discretion if:

· you are in breach of any of these Terms or we have a reasonable suspicion that a breach may occur;

· you refuse or fail to comply with any reasonable request by us to provide further information in relation to you, including, but not limited to information regarding your identity or source of wealth;

· we consider or reasonably suspect that you have used, or intend to use, the Website or Services in a fraudulent, unfair or bad faith manner or for illegal and/or unlawful or improper purposes;

· we are required to do so in order to comply with our legal and/or regulatory obligations; or

· we consider that the continued use of our Website or Services by you will, or is reasonably likely to, cause us material financial risk, harm or loss.

And yes i can still log in to my account.

Thank you for your reply, trooppinen. Is this the only explanation you received? Could you please advise if the casino requested any documents from you and confirm that you provided them?

Hey,

yes this is the only one. The casino hasn't asked me for anything.

Thank you very much, trooppinen, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.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.  

Dear trooppinen,

I am so sorry to hear your funds were confiscated. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a FreshSpins Casino representative to join this conversation and participate in resolving this complaint.

Dear FreshSpins Casino,

Could you please state why the player's winnings were confiscated? Please be specific about which term the player has violated.

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Hi,

When your account was investigated it was concluded that you broke rule 8.8 in our Terms&Conditions:

"In the interests of fair gaming, equal, zero or low margin Bets or hedge betting, through one or more Accounts, whether on this Website or any other of our Websites, shall all be considered irregular playing patterns for bonus play-through requirement purposes. Irregular play may also include, but is not limited to, placing larger Bets leading to a substantial gain followed by a drop in bet size equal to or greater than 75% of the previous average bet size in order to complete the wagering requirements for that bonus. Players deemed, at our sole discretion, to be adopting a low risk betting strategy to clear wagering may have the bonus along with any winnings removed. This includes, but is not limited to, betting on red or black."

It was confirmed by our investigating team that you started playing the bonus with 5 euro spins and once you hit a couple of bigger wins you lowered your bet to 0.30 euro (a 94% decrease) - hence breaching our Terms&Conditions.

We regret that this was not communicated in a better way before, but hopefully this will clear up any misunderstandings.

Best regards,

FreshSpins

player can't vary the bet while playing? Special.

Due to the unclear rules, I demand my 100€ deposit back at least.

Dear Freshspins Casino,

Could you please provide us with the player's game log? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance.

Kind regards,

Stefan

Hi again,

Thank you for your reply.

To first reply to the customer - As it is clearly stated in the rules what is not allowed when wagering on a bonus requirement there is unfortunately no other option than to deny your request.

"Irregular play may also include, but is not limited to, placing larger Bets leading to a substantial gain followed by a drop in bet size equal to or greater than 75% of the previous average bet size in order to complete the wagering requirements for that bonus." 

In response to Casino Guru's request for the customers transaction history - this is normally not something that we would provide to anyone but the customer and authorized authorities who would request such records. We can also not see any such request by the customer, or any denial of the fact that the rule was breached - is there any other reason why Casino Guru would request such records, without the customer indicating such request?

In the case the customer is in doubt whether or not the rule was breached, the customer can request such documents from support@freshspins.com or via the Live chat function on the site. That way the customer will be able to see for themselves what the facts are.

Unless the customer denies the facts stated, please close this case. Thank you!

Edit 21.06.2023: To further explain why the deposit will not be returned, as this might not be clear to the customer, we would like to add to our response, rule 8.9:

If, in our reasonable discretion, we determine that a User has engaged in fraudulent, unlawful, dishonest or improper activity (including, without limitation, the provision of false or deliberately misleading information or bonus abuse), we reserve the right to immediately terminate or deny a User access to their Account. In such event, all Account balances (including both deposits and any winnings and bonuses) and any paid winnings shall be forfeited to us and we reserve the right to disclose information (including the identity of the User) to applicable parties including but not limited to; the Authority, banks, credit card companies and/or any person or entity that has the legal right to such information, and/or taking legal action against such User.

Dear FreshSpins Casino,

We cannot investigate further without any evidence. But in general, we believe that if the player hasn't violated the maximum bet while having an active bonus, he hasn't gained any advantage over the casino by changing the betting amounts.

I am looking forward to your response.

Kind regards,

Stefan

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 all,

Due to the absence of my colleague, I'm taking over this complaint.

trooppinen, in order to classify this complaint correctly, may I please ask you to contact the casino and ask them for the game log of your betting history from the time the bonus was activated?

Please let me know once you do so. Thank you.

Kind regards,

Tomas

Dear trooppinen,

Any updates? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Thank you for understanding.

Kind regards,

Tomas

Dear all,

Unfortunately, we’re forced to reject this case because trooppinen has stopped responding to our messages and questions. Without trooppinen cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Kind regards,

Tomas