Fresh Casino - Bonus crashed

Hello! Could you please provide your email address on our site?

Best wishes,
Fresh Casino!

Dear Fresh Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind 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.

We sent a request to the provider, who reported that there was an error in the game, your round was canceled. The 1 USD bet has been refunded to you.The potential winning amount was USD 27.80 (the bet has already been deducted). We have credited you with the potential winnings manually, which you should have had from this bet.

Best wishes,
Fresh Casino!

I have to repeat it again ? The amount of money you refund me is PREVIOUS to the bonus game. So you are telling here that in the bonus game i won 0 usd ? Why lie like this ? I play this game a lot and never in a bonus game win 0 dollars, the least i win is 20/30x my bet and it was a few times.
If the game crashed is not my problem, i won 27usd and won the bonus and i only receive the 27 usd. So please review the case because this is not fair.
By the way there is no “potential winning” because that amount i saw it on the game, the “potential winning” is more than that because the bonus game never started.

Thanks, Matias.

Dear player, the response from the provider was official, in which it was clearly stated that your potential winnings amounted to $27.80 with the bet amount already included. For proof, we can provide this information to a representative of ASKGAMBLERS by email.

Sincerely,
Fresh Casino!

Of course the provider is going to say that because them and you didnt want to loose money. That money is before the bonus even started and its IMPOSSIBLE that the bonus pays 0 usd.
Please ASKGAMBLER representative if this casino and the provider didnt want to pay a fair refund give them a bad reputation for the new potential clients know that if a game “crash” the casino stoles your money.
Im wasting my time since saturday. Do you think im doing this because im bored ?
The only thing i want is a fair refund or a bad reputation for the casino so people know what happens in this situations.

Dear Fresh Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your statements in regard to the disputed bet. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send the required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be aware that in case you fail to respond and/or provide the requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear Askgamblers, we've sent you the proofs by email.

Best regards,
Fresh Casino!

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 Fresh Casino management acted in accordance with their Terms and Conditions.

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.