Complaint #11 Fresh Casino

Bonus crashed

By Matigarmendia

3 years ago

Hello, first of all im sorry for my english.
I was playing in the slot called Rise of Olympus on a 1 dollar bet, this game has a pre bonus game that in there you can enter or not to the bonus game. So i enter to the pre bonus game and there i won already 27 usd. Also i won the bonus game entry wich you have to choose between 3 options. When i choose the second option the game crashed and show me an error. That is very common so i refreshed the site expecting that the bonus game is there but it was not.
I contact support and 2 different people told me that i have an unfinished bet. (Of course).
Today they send me an email and they only refund me the 27 usd of the pre bonus game like i never won the bonus game.
So my complaint is that i expect at least 100 usd from the site, on that game you can win between 0 and 600x or more and i already have won 27x and the bonus never started.
Thanks, Matias.

Disputed Casino Fresh Casino

Reason Wrong calculations

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Fresh Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Fresh Casino

• Representative

3 years ago

Dear Askgamblers, we've sent you the proofs by email.

Best regards,
Fresh Casino!

AskGamblers

• Support Team

3 years ago

Dear Fresh Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your statements in regard to the disputed bet. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send the required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be aware that in case you fail to respond and/or provide the requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Matigarmendia

3 years ago

Of course the provider is going to say that because them and you didnt want to loose money. That money is before the bonus even started and its IMPOSSIBLE that the bonus pays 0 usd.
Please ASKGAMBLER representative if this casino and the provider didnt want to pay a fair refund give them a bad reputation for the new potential clients know that if a game “crash” the casino stoles your money.
Im wasting my time since saturday. Do you think im doing this because im bored ?
The only thing i want is a fair refund or a bad reputation for the casino so people know what happens in this situations.

Fresh Casino Complaint Stats

Resolved 6 / 7

Avg. Amount $166

Avg. Complaint Duration 7 days

Avg. Response Time 1 day

Fresh Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 2 out of 3 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

Fresh Casino Complaints

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