Complaint #20 Freshbet Casino

Stopped replying and withdrawal function disabled, 9 days now

By Jones S.

3 years ago

Message on forum

Hello!

I opened an account with Freshbet on the 11th of November. Made a deposit of €195, placed a bet and lost. Made another deposit of €195 and placed another bet, which I won. Between 11th November and 14th November I placed a total of 40 bets of which I won 27 and cashed in one. The rest I lost. I was mostly betting on basketball and tennis, live.

After 3 days I had €7147 on my account and didn't really had any plans of stop betting or make a withdrawal. Obviously it's a nice feeling to win, but apart from that I really enjoyed the platform and graphics that Freshbet provide. Also I'm a huge basketball fan so to be able to bet on American collage basketball also was a big plus.

So on the 15th of November I log into my account as I had been doing the last couple of days, and wanted to place a bet on a single basketball match. Not a huge size, I think it was around €200. Got rejected with a little notice that said "Min. item count 3". I didn't really understand what it meant first but after trying to bet on a few other matches I realized Freshbet had put a limitation on my account. I can now only bet on a 3 way combo. I actually tried to make a 3 way combo bet, but then a new notice said "Minimum 1.40 odds".

So I thought to myself, okey that's it. I'm not welcome here anymore. So I decided that it's time to make a withdrawal. I made the withdrawal and then logged out of the account. The day after I log in and I see that the withdrawal has been rejected. I also got a message that urge me to provide "Proof Of Identity". I take photos of my driving license and upload the document. They also urged me to provide "Proof Of Address" which I did and uploaded my electric bill with my name on. Both got accepted and verified after a day or two. Surely we are done here I thought to myself. Let's try that withdrawal again shall we, yes.

Did the withdrawal. It got rejected the day after. Now they want me to "Verify all used credit cards". Okey let's do that. I send them my pictures of my credit card, front and back as asked for. A few days later, they send me an email that the verification process of my credit card is all good. That's great news, right! I log into my account and now I see that they disabled the withdrawal function.

Up until this point I have tried to be polite. Providing the documents and being patient. So what now, I've provided everything I can possible provide. I've never experienced anything close to this sort of stalling before. Now the say we need "Video verification". They want me to record a video of myself while saying my name, username on Freshbet, todays date. I shall also hold a paper in the air with the same information I´m saying on the video. So I did. I sent them the video and I haven't heard anything from them since 21st of November.

I have documented every deposit, won and lost bet, every email conversation, and a few of the chat sessions. When it takes this amount of time and then they suddenly stop replying, that is a red flag for me. I would appreciate all help in order to finally have my money withdrawn from Freshbet.

Disputed Casino Freshbet Casino

Reason Verification issues

Amount €7147

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Toldo

• Sweden

3 years ago

Hello,

I can confirm that I have received my withdrawal and this complain can now be closed. Thanks all involved for getting this solved.

Merry Christmas to you all.

Sincerly,
Toldo

AskGamblers

• Support Team

3 years ago

Dear @Toldo,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Freshbet Casino

• Representative

3 years ago

Hello Toldo,

We have sent you email with details information, kindly check that, log in to your casino account and request withdrawal ;)

Happy holidays to everybody!

Regards,

FreshBet

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