Beschwerde #4 Freedom Casino

Payout deleted

Von Gerd10525

vor 1 Jahr

Hello

I played at Freedom Casino and had a win.

I requested my withdrawal almost 2 weeks ago and was asked to send verification documents.

I have provided everything necessary.

Unfortunately, I have not received a response to date. I have contacted support several times, but have only been put off.

My payout is no longer visible in the history, and I have not received anything. However, I have received a general email that the casino will end on 31.05. and will be taken over by Starsplay.

It looks very much like my winnings have simply been deleted, and there is no interest in paying my winnings. I hope you can help me.

Unseriöses Casino Freedom Casino

Grund Verzögerte Auszahlung

Betrag €1381.06

Diskussion

AskGamblers

• Support Team

vor 1 Jahr

Dear Freedom 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.

Freedom Casino Beschwerde-Statistik

Gelöst 2 / 4

Durchschn. Betrag $2,352

Durchschn. Dauer 2 Tage

Durchschn. Antwortzeit 1 Tag

Freedom Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

Verifizierungs und Auszahlungsproblem

Angeblich sind meine Dokumente zur Verifizierung auch nach mehrmaligen Kontakt mit dem Kundensupport von Freedomcasino nicht eingegangen. Ich habe mehrere Chatverläufe in dem ich das Problem darstelle. Außerdem habe ich sowohl meine Dokumente an den Support als auch an die Verifizierungsabteilung gesendet. Auch auf eine Mail in der drin steht, dass ich folgende Dokumente zurücksenden soll sei angeblich nie eingegangen. Ich habe Anfang des Jahres 600€ gewonnen und kann mich nicht verifizieren um mein Gewinn zurück zu erlangen.

Ungelöst

€600

200 Euro Konto nicht gutgeschrieben

Ich habe am 19.04.2024 eine Überweisung über 200 Euro an das Freedom Casino veranlasst. Das Geld wurde von meinem Bank Account abgezogen (siehe Screenshot), aber nicht meine Casino Account gutgeschrieben. Ich habe Freedom Casino während der letzten Wochen mehrmals darum gebeten sich um das Problem zu kümmern und wurde immer wieder damit vertröstet das ich warten soll.
Daraufhin habe ich letzte Woche GIROPAY kontaktiert welche sich heute bei mir via E-Mail gemeldet haben und mir erneut bestätigt haben das dass Geld bei Freedom Casino eingegangen ist. Wie aus der E-Mail, welche auch als Screenshot beigefügt wurde, zu sehen ist, bestätigt auch Freedom Casino das sie das Geld erhalten haben.

Bisher wurde das Geld aber immer noch nicht meinem Casino Account gutgeschrieben. Ich habe bisher keine Antwort von Freedom Casino bezüglich der Lösung dieses Problems erhalten.

Ich bitte darum das dieses Problem schnellstmöglich von Freedom Casino aus der Welt geschafft wird.

Danke im Voraus an Aksgamblers.

Gelöst

€200

Blocked Account with Money still on it

Hi,

so I got an mail from Freedom Casino regarding my KYC in which it says that the "Address" shown on my Bank Statement (they are referring here to my town where I live in) differs from the "Address" that I provided on the Casino Site.

Therefore they have currently blocked my Account.

The Problem they have with the "Address" or the "Town" is that its a other Name than on my Bank Account Statement.

For Clarification - On my Bank Account Statement it says "50169 Kerpen" - On my Account it says "50169 Horrem". They asked me to explain the mismatch which I did in emails on which they didn't reply yet.

The explanation of this is:

"Regarding the Bank statement. It's a German thing and a little bit complicated.

50169 is the postal code of the city of Horrem - the city I live in - (I assume) you have in your records.

Kerpen is the "higher" district - It's a bit complicated for a non German. The point is - my information's are correct. I live in Horrem with the postal code 50169 under the city of Kerpen with the same postal code. That's why it shows like this in the bank statement. I never had a problem regarding this because the postal code was always correct. The important thing.

You can google "Horrem 50169" and will see (as well as you see in the Wikipedia article) that everything I said is correct.

And, since I was in my car when I read your message - I even took a picture of the city name sign. "

This is what I wrote on which they didn't respond whatsoever. I will upload the screenshots of the proofs of this as well, so it's easier to understand for you guys. Every Casino I played on for over 5 Years accepted my Documents and Hometown Address like this with "Horrem 50169".

Because 1. It is not a lie nor wrong information and 2. The Postal Code, Name of the Town and the Address is completely correct.

They are currently withholding 6.500 Euro from me - As I said, I can't login and no one from their side is answering regarding this!

I really need your help. And someone who can help to get in contact with them.

Best regards

Gelöst

€6,500