No withdrawal as Account is under investigation for no reason

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.

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.

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.