Complaint #1 Freespinz Casino

Arbitrarily stole my deposit

By jochez

1 year ago

I found this new casino via casinofreak.com. It looked good and I deposited with a sports deposit bonus. Four bets later on the Champions League, where I won with two, they deducted almost all of my balance.

I asked customer service what had happened, and they said it was "suspicion of fraudulent behavior". I asked them what seemed fraudulent in depositing and playing the Champions League. That seems completely normal to me.

I asked them for any evidence or explanation at all, but they fail to provide any, just repeating that the decision is taken by the administration and is final. Naturally, this is not a very satisfying response and increases my suspicion that it is Freespinz who is a site engaging in fraudulent behavior by taking the honest funds of their new customers.

Disputed Casino Freespinz Casino

Reason Bonus removal

Amount €350

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Freespinz Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

jochez

• Norway • 1 reviews

1 year ago

"We have thoroughly reviewed your profile and past activity on AskGamblers.com."

That was not your job. Your job is to run a fair site and treat your customers with justice and respect.

Please improve your professionality.

jochez

• Norway • 1 reviews

1 year ago

Please. You have not presented any facts of the case. Stop pretending. You only repeat that things are being done correctly, but you have not shown yourself to be very trustworthy agents, so why are you under the illusion that anyone would blindly take your word for it?

You have given no explanations and no evidence. Only posturing, and you keep going with more unprofessional messaging here.

You have given no justification for how you seemingly arbitrarily confiscate customers funds after attracting them through false promises of a welcome bonus to try you out - if they're fortunate to not lose their entire deposit and bonus in their first couple of bets.

You should not get away with such behavior. Others should be warned about you - so you can't keep taking honest working people's hard-earned cash - only for doing the sin of wanting to relax and have a good time.

Freespinz Casino

• Representative

1 year ago

Hi Jochez,

We have addressed this matter in full and provided all relevant information to AskGamblers, who are actively reviewing the case. To reiterate, no real funds were deducted from your account. The adjustments made were strictly limited to your bonus balance.

We understand that you may disagree with the outcome, but this does not change the facts of the case. Continuing to misrepresent the situation will not alter our decision.

At this stage, we trust AskGamblers to assess the situation impartially.

Freespinz Casino Complaint Stats

Resolved 4 / 5

Avg. Amount $753

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Freespinz Casino Complaints

See all complaints for this casino

No withdrawal option on the site

Hello,
I made a deposit on freespinz casino and I won. Right now I have the sum of 66£ on my account and this is my first time on this site but the crazy part is that I want to make with withdrawal but there’s no single option for me to make withdrawal with.
I have contacted the support but I was told to clear cache and also use another browser but not work out. I reach out to them on email, I was told the my account have been restored and I can proceed with my withdrawal but on getting there the issue is the same
You can’t have deposit option and no withdrawal option on the site.
Pls help and look into it. It sucks

Resolved

£66

Withdrawals delay issue

I would like to report that my withdrawal request on the Freespinz website has not been processed since April 19, with the reason given being maintenance of the payment system. However, the delay has now become quite significant. I would also like to note that I have never experienced any issues or delays before, and I requested the withdrawal using the same method I used for the deposit (bank card). Additionally, I have another pending withdrawal of approximately €500 that has been awaiting processing since April 22. I hope that both withdrawals will be processed in the coming days.

Resolved

Ft605,000

1000 EUR withdrawal delay

Hello,

I requested my withdrawal 4 days ago (04.13).

According to the casino's rules, they transfer it within 3 business days. After 3 days, the customer service promised that they would start the transaction by the end of today (04.16)! It is still being processed (04.17),

I contacted the customer service again, where they wrote that the delay is because they are checking the gameplay (I think it is a fake reason) and that they will transfer it soon, but they do not say any timeframe for the transaction.

I would like to receive the amount because for a casino, it is a small amount!

I made the deposit with a bank card, and I would like to receive it! (not in cryptocurrency) If you can take my money, then at least in 2026 you can send it, especially since the card service works.

Resolved

€1,000

Delayed withdrawal that has significantly exceeded the casino’s stated processing timeframe

I am submitting this complaint regarding a delayed withdrawal that has significantly exceeded the casino’s stated processing timeframe.
On March 31st at 02:25, I requested a withdrawal of 60,000 HUF (~150€). As of today, the withdrawal remains in “pending” status and has now exceeded 5 full days without being processed.
According to the casino’s Terms & Conditions, withdrawals are typically processed within up to 3 business days. This timeframe has clearly been exceeded.
I have contacted the casino’s support multiple times (at least 4 occasions). Each time, I received generic responses stating that the payment would be processed “shortly,” without any actual progress or concrete explanation.
In their latest responses, the casino stated:
- The 3 business day timeframe is not guaranteed,
- They cannot provide any estimated timeframe,
- They cannot disclose the reason due to “internal security procedures”
- The delay may involve third-party payment providers.
This effectively leaves my withdrawal in an indefinite pending state with no transparency or accountability.
I would like to emphasize that I am a regular and long-term player at this casino. In the past, withdrawals — including larger amounts — were processed significantly faster, often within minutes after approval. This makes the current situation even more concerning.
I have also given the casino additional time (an extra 12 hours after the 5-day period elapsed) to resolve the issue, but no action has been taken and no further response was received.
At this point, I am requesting:
- Immediate processing of my withdrawal,
- A clear explanation for the delay,
- Assurance that no unjustified restrictions are being applied.

I am submitting this complaint in good faith and hope for a quick resolution.

Thank you.

Resolved

Ft60,000