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Freshbet Casino - Account under investigation for 6 months

UNRESOLVED

Complaint Info

Disputed casino

Freshbet Casino

Reason

Other

Amount

$ 320

Posted on March 26, 2024

Hello, yesterday I had a withdrawal of 320 USDT rejected.

Later, I contacted the website's chat, which explained to me that due to "suspicious activities related to sports betting" (?!) , my gaming account has been suspended for at least 6 months for investigation purposes.

I've seen that the practice of suspending accounts for 6 months is carried out many times by Freshbet, as I read on various forums online.

I am a girl and not very knowledgeable about situations involving blocked sites.

I simply placed bets on sports such as football, ping pong, basketball, and tennis, all of which are quoted on their website.

Just because I've been lucky with sports betting recently, you might have thought of some suspicious activity, but I can assure you there is no suspicious activity, just luck.

I haven't used any bonuses or played in the casino.

I've solely focused on sports betting. Therefore, I haven't engaged in any suspicious activities.

I simply ask them to unblock my withdrawals so that I can withdraw peacefully as I have always done in the past without any issues and continue playing on their site because I have always had a good experience.

I wouldn't want them to behave this way just because I'm a girl and I'm unable to defend myself in other ways.

I kindly request assistance; I have also sent a video identification to their email kyc as advised by one of their colleagues.

(I specify that my account has been regularly verified since the beginning.)

Six months is really a lot of time, and I can't go without money for six months.

Please, unlock the possibility for me to make withdrawals and continue playing.

Thank you

Posted on March 26, 2024

Dear Sirs,

As per the attached screenshots, the amount of the "dispute" is the sum currently held in my gaming account, which is €493.76.

The sum of €320 was the amount I attempted to withdraw, but the withdrawal was declined, initiating this six-month "investigation" (all as per the attached screenshots).

I am not the first person to experience such an issue, as many other complaints here on AskGamblers concern the same type of situation.

I kindly request the opportunity to withdraw the frozen amount from my account. Six months is truly excessive, and I cannot afford to wait for such a long time.

Furthermore, this timeframe is not mentioned in any way in the website's terms and conditions.

Having been fortunate enough to win some bets does not justify the need to freeze my funds for six months.

However, the previous week, you had nothing to say when I lost several bets in a row instead of winning.
(I attach screenshots of the last bets placed, from March 19th).

Thank you in advance for your attention and assistance.

AskGamblers
Posted on March 28, 2024

Dear Freshbet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Posted on March 29, 2024

Dear sirs,

We have yet to receive any response from Freshbet, who, from what we gather from the emails we have exchanged, is currently investigating under Article 10 of their terms and conditions.

This article absolutely does not mention a 6-month period in which they can withhold customers' funds. From what I can gather in your Article 10, if a user is SUSPECTED of fraudulent activity, they reserve the right to close the account and suspend payments to the player.

I can assure you that no fraudulent actions have been taken; I simply bet on sports, won and lost, depending on the weeks and luck. You can simply check my gaming transactions and see that there have been days when I lost and days when I won, as is always the case with sports betting.

I have always withdrawn without any problem; I have sent the video identification, and it has been approved.

I only have this gaming account; I used my funds to deposit. Moreover, the deposit string is this, and you can see everything: https:­//c­hai­nz.c­ry­pto­id.i­nf­o/d­ash­/ad­dre­ss.d­ws­?7h­KS3­raP­amx­NTz­kdy­yK4­FsN­wBS­jgV­8VCgm (the beauty of the blockchain is precisely this). What else do you want to know?

I kindly request that my money, derived from luck and nothing else, be returned to me.

As one can win, one can also lose, and vice versa.

I reiterate: Holding customers' funds (most likely not just mine) for 6 months, especially during a time like this when cryptocurrencies are experiencing significant growth, is not a good thing.

You can earn interest on it, and some customers (including myself) cannot, as they cannot withdraw due to this block, which you think should last for months.

AskGamblers
Posted on April 2, 2024

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Posted on April 2, 2024

Dear Sirs,

I am still awaiting a response from Freshbet regarding this complaint. Holding onto my funds for 6 months is not acceptable behavior. If I am not a valued customer, please allow me to withdraw the balance from my gaming account, and subsequently close my gaming account.

Yours sincerely.

Posted on April 6, 2024

Dear AskGamblers,

Freshbet casino has not responded to the complaint.

I am trying to extend the opening of the complaint by writing a new message. We kindly ask Freshbet to provide a response. And again, if I am not a welcome customer, please unlock the possibility to withdraw the balance from my gaming account, and subsequently, you can close the account if that is your wish.

Thank you.