Complaint #59 Freshbet Casino

Verification issues and a freeze on my balance

By Shamky

2 years ago

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.

Disputed Casino Freshbet Casino

Reason Verification issues

Amount $3305.2

Discussion

Shamky

2 years ago

Dear @Freshbet,

I would like to give you one last chance in responding to this case, otherwise I will have to contact the appropriate authorities to get some support to resolve this matter.

AskGamblers

• Support Team

2 years ago

Dear @Shamky,

Unfortunately, we cannot assist you in submitting a complaint in front of the regulatory body, we cannot intervene.

Shamky

2 years ago

Dear @AskGamblers,

Would it be possible for you to assist me in filling out a complaint to Curacao by providing Freshbet's Curacao license?
I am exhausted of waiting for a reply from Freshbet, they have even stopped replying by email.

AskGamblers

• Support Team

2 years ago

Dear @Shamky,

Kindly note that should the affected casino operator fail to respond to your complaint within the allocated timeframe of 96 hours, the case will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

The AskGamblers Complaint Team would also like to use this opportunity to remind you that, if your AGCCS case failed as unresolved, you are still free to try and use other alleys to resolve the issue, such as forwarding the matter in front of the relevant regulatory body and/or appointed ADR entity.

Freshbet Casino Complaint Stats

Resolved 25 / 33

Avg. Amount $3,335

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Freshbet Casino Complaint Summary

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

So far, 21 out of 27 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 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

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

Delay in document verification and withdraw

I uploaded all the documents immediately after registration and started playing on the site. After winning, they requested additional verification, after which my money was just frozen. I sent them a video verification, and they tell me to just wait every day. But this has been going on for over a week, and they can't even provide a timeframe. The amount that is stuck on the site is very large for me, and I am asking you to help me withdraw my money.

Resolved

€2,995