Complaint #43 Freshbet Casino

Refund request because of ignoring my gambling addiction

By Pascal107

2 years ago

Hello, I sent an email to the casino on 18.12.2023 in which I informed the casino about my gambling addiction and demanded that my account be blocked immediately. I clearly told the casino to block me due to gambling addiction, without an option to reopen.

The casino did not comply with this request and so I was able to use my account as normal on 22/12/2023, make deposits and suffered a loss of €950 as a result, which I am claiming back from the casino.

I have already contacted the casino, but they only said that I should open a complaint and their complaint manager will take care of it.

On 22.12.2023 I also requested a refund from the casino, which was rejected. My account was then blocked on 22/12/2023 when I lost the money and requested a refund.

Please help me to get back from the casino my losses of 950€ that I suffered after 18.12.2023. The casino has clearly breached all player protection and responsible gaming measures.

My gambling addiction was simply ignored in the hope that I would continue to gamble and make losses.

It is not possible to reach an agreement with the casino, so I am asking for your help.

Disputed Casino Freshbet Casino

Reason Terms violation

Discussion

AskGamblers

• Support Team

2 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 Freshbet Casino management acted in accordance with their Terms and Conditions.

The casino didn't received an email from the 18th of December; during that period, the player only asked for setting deposit limits. The email from the 22nd of December was acknowledged, and the account closure was processed in a timely manner.

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.

Inactive user

2 years ago

Hello,

I'm only commenting so that the timer doesn't expire. It does me relatively little good if you close the complaint and lower the casino's rating. I'm just hoping for the casino's insight and good sense to give me a refund and thus close this case.

Either way, if the casino does not give me a refund, I will take legal action, but I hope to settle the matter this way.

AskGamblers

• Support Team

2 years ago

Dear all,

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

Inactive user

2 years ago

Are you in contact with the casino? Or what is the current status?

Freshbet Casino Complaint Stats

Resolved 25 / 33

Avg. Amount $3,335

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Freshbet Casino Complaints

See all complaints for this casino

Holding my withdrawal without time frame

Casino: FreshBet
Issue type: Withdrawal blocked / Verification delay

About one month ago I registered at FreshBet casino and placed sports betting wagers. All bets were made fairly and in accordance with the casino rules.

Currently, my account balance is 1765 USD. When I requested a withdrawal, the casino rejected it and asked me to complete an additional video verification.

I recorded and submitted the requested verification video on December 15. Since then, more than two weeks have passed, but the verification process has still not been completed.

During this time:

I contacted the casino support twice via email;

I contacted once via live chat.

Each time I received the same response: “The verification is still in progress, the time frame is unknown.”
No clear explanation for the delay, no deadline, and no additional requirements were provided.

I believe this delay is unreasonable and unfair. I have fully cooperated with all verification requests, provided all required materials on time, but the casino is failing to process my withdrawal.

I kindly ask AskGamblers to assist in resolving this issue and help ensure the completion of verification and the payment of my legitimate funds in the amount of 1765 USD.

Unresolved

$1,765

No withdrawal as Account is under investigation for no reason

Hi there,

I played on Freshbet for around 3 months. Then, I wanted to withdraw some of my winnings (after doing the verification). After a few days, I got an email with the information that my account is under review. For now, for 2 months I am waiting, not getting any information by the customer service via mail or chat.

4034€ are on the account.

Can you please assist?

Thank you.

Best regards

< first name removed >

Unresolved

€4,034

Closing withdrawals

I became a member of the Freshbet site about 5 months ago. I used my first member sports bonus. I successfully converted the bonus rollover. After some time, I was asked to continue my account. I have successfully completed the verification process. After the account verification process was completed, my account was closed for withdrawal. I've been sending emails for about 5 months. They told me to wait until they get back to me via email. However, approximately 5 months is a very long time and I would like to express my complaint here. The fact that transactions take so long creates a loss of trust. And I am waiting patiently in this process. I have 12.3 thousand dollars in my account. It is said that a withdrawal request is still not possible. Please, I am waiting for your help regarding my complaint.

Resolved

$12,345

Complaint Regarding Non Payment of EUR5000 by Freshbet

Dear AskGamblers Team,

I hope this message finds you well. I am reaching out to file a formal complaint against Fresh-Bet regarding their refusal to release funds amounting to €5000, which were promised to me as a goodwill gesture following a self-exclusion request.

Background:

On June 25, 2024, I received communication from Fresh-Bet’s support team stating that I may be entitled to the deposits I initiated after my self-exclusion request on May 18, 2024. They further confirmed their willingness to return €5000 as part of an amicable resolution (see attached email correspondence for reference).

Despite multiple follow-ups on my end, including an email sent on October 4, 2024, I have yet to receive these funds. Fresh-Bet’s non-payment has caused me significant distress, and their lack of action in this matter raises serious concerns about their commitment to fair play and compliance.

Supporting Documents:

• Attached email correspondence between myself and Fresh-Bet’s support team, where they acknowledge the agreed-upon payment..

Request:

I kindly ask for AskGamblers ADR’s intervention to:

1. Investigate the matter of non-payment and Fresh-Bet’s failure to fulfill their commitments.

2. Ensure the release of the €5000 that was promised as a settlement in this case.

Thank you for your time and assistance in resolving this matter. I look forward to your prompt response and guidance.

Sincerely,

Resolved

Freshbet Pending KYC Verification

I played on freshbet for months without problem. My information was correct at registration and I sent my ID card photo on March. Then, I made both deposits and withdrawals regularly.

However, at my last withdrawal of 7500$, they wanted a KYC video. I sent it on August 8 at 20.00 utc. Now, it is August 16 at 12.00 utc. I just want a timeframe for when will my KYC video be verified by them but they do not give any timeframe.

Currently, I have 29109$ on freshbet and I can give responses to their questions, send any documents or made a video call but they just tell me that I need to wait for their verification process for my video until they send an e-mail.

Unresolved

$29,109

Refusal to pay me 14281 USD and verify me

I've had a pending withdrawal for over a year and a half now for a substantial amount of 14281 USD...

I have gone through numerous verifications, IDs, proof of address, custom pictures, custom videos, and still nothing...

Their last request was a video call to which I agreed...I kept asking and asking to make the video call and they wouldn't reply...

I went on chat and asked to please make an appointment for a video call so we can get this done and I can get my money. Every time chat answered they would contact me with a time by email and they never do, repeatedly did this...

I sent emails with no responses...I have done about 6 verifications so far and still, it's never enough to pay me...

I gave up after a while but now I'm refusing to let this go...

They are now asking to restart the whole 1 year process over again, please help me get my funds from this shady website

Unresolved

$14,281

Pending withdrawal and KYC

I was very lucky and managed to accumulate several thousand euros in winnings on FreshBet, from an initial deposit of just a few hundred euros.

I was able to make a first withdrawal without a video verification. But now, for the past 10 days, I have been requesting a substantial withdrawal of nearly €4,000, and the KYC service is asking me for a video, which I send on the same day.

I follow up with them daily for verification of my video. They always respond with the same message: "it is currently under verification."

The reality is that they are holding my money because it is a large amount.

Can you help me?

Resolved

€4,000

Abandoned MLB game not void but counted as a loss

I have been a long time VIP in Freshbet playing sportsbetting and I never had any problems, but 3 days ago I had a very unpleasant experience which really spoiled my fun.
I placed a livebet (bet ID = 178946058) on the MLB game Minnesota Twins vs Detroit Tigers on July 4th. My bet was on Detroit +7 handicap for 1000 euros. Shortly after my bet, the game was stopped because of heavy rain during the 7th inning with a 12-3 score and the league (MLB) decided not to continue it. Because the lead was already big and they have a busy schedule, both teams agreed to just count the score at the moment of abandonment as the final result and the last 2 innings were not played anymore. All sportsbooks I checked (for example Stake, Sportsbet.io, Betonline.ag, Justbet, Betcris etc.) voided all bets on this game which were not decided yet. For example if you bet on Over 10 runs, you would get paid out because with a 12-3 score (15 runs in total) this bet was already won for sure. And if you had bet Under 10 runs you would have lost the bet, because also that bet had been unconditionally determined already. But handicap bets such as +7 were still very much undecided (Detroit could have easily scored 2 more runs in the final 2 innings) and therefore handicap bets were counted as voids with all those other bookmakers.
But Freshbet simply decided my bet was a loss. They said "our source says there was nothing wrong with the game and it's a final score of 12-3 so your bet is lost and our decision is final, no discussion".
I tried to show them the ESPN game report and let them read that the game was not finished and it was just called an early final score by the league. According to the rules of Freshbet, baseball games have to be played to completion of 9 innings to be valid, otherwise all undecided bets should be void. So I am really surprised they just used their source which said 12-3 final score and were not open for reason when I pointed out that this game was stopped during the 7th inning.

Since they hung up the chat on me and are not open for a reasonable discussion, my only way to hopefully get them to take me serious is by opening this complaint here.
I hope Freshbet can see their mistake and change the bet from a loss to a void, like it should be.

I included screenshots of the ESPN match report and the livechat discussion I had with Freshbet.

Unresolved

€1,000

Verification issues and a freeze on my balance

Good evening,

I would like to request of your help to assist me in speeding up the investigation process.
I have been informed that my account is under investigation which will prolongue up to 6 months.
I have complied with everything that Freshbet has asked me for, have sent them all the verification documents and videos that they have requested, and they were approved on their side.
I suspect that they have started to investigate my account after I won big in a slot. And by reading most of the complaints, I can see that in most of the cases people's accounts were under investigation only due to suspicious betting, whilst I only won in Slots.
Please assist me in this case. The summ of money that I am writing about is 3305.20 USD.

Unresolved

$3,305

Withdrawal not paid and locked out of site

I have been locked out of the site after withdrawing 140 pounds and had multiple withdrawals rejected.

They keep telling me to wait but it has been days and I am still waiting.

Normally I withdraw 50 pounds only and it goes through however this time I have cashed out 140 and it’s almost as if they are refusing to pay and have completely locked me out of the site

Resolved

£140