FreshBet Support and Complaints Thread

FreshBet online casino was established in 2020 and offers players variety of gambling products. Even though FreshBet Casino hasn’t been in the industry for too long, it already managed and deserved a lot of interest and trust from real money gamblers worldwide.

A massive game library with over 5000 casino games, Live Casino,Slots, Mini Games, Sportsbook E-Sports, Virtual Sports, Racing is something you can have fun at FreshBet. The casino also offers generous bonuses, fast, safe and convenient payment methods, a dedicated customer support, user-friendly and mobile optimized website and much more. There is no reason you will get bored at FreshBet and think this casino will get your attention as well and become your next stop to play.

Welcome to the forum

Welcome to the LCB forum! Thank you for being available to assist our members! 

Welcome to LCB, FreshBet Casino Representative! We're glad to have you here! 

Welcome, great to have you here!

Delighted to have you here FreshBet Casino Rep! Your presence here is greatly appreciated! 

Thanks for signing up FreshBet Casino Representative! Welcome to LCB forum! 

Welcome to LCB, FreshBet Casino Representative! Nice to have you here! 

Welcome to our community,  FreshBet Casino 

Welcome to the best forum 

Hi FreshBet,

Welcome to LCB 

It looks suspicious. On the identity check page, after downloading the necessary documents, nothing is displayed and every time you go to this section, you need to download again every time.

Hello kirill,

We've contacted the casino representative regarding your question, please keep an eye on this thread for any update.

Hello Kirill, 

First of all, I am sorry for any inconvenience, hope your case will be solved soon. 

Unfortunately Its a little bit unclear what you mean exactly, would be nice if you can clarify. You have used LCB bonus code, which is not allowed in Russia, but you have still used. Apart of this, you are using VPN and obviously you have difficulties to upload all the documents. As customer service representative informed you, please do not use VPN and try again. 

In case you will have still difficulties to upload the documents ( Not download, you are not downloading anything), please send documents at [email protected] and we will manually check it. Please be informed, manual verification takes little longer, so kindly do your best to upload first. 

Kirill, we are sorry one more time for this inconvenience and thank you for your cooperation!

Regards,

Freshbet team! 

Thanks for the response provided. Russia was not indicated in the list of prohibited countries, I contacted a live chat with a question available to me about withdrawing funds from this bonus, the chat agent replied that yes.Regarding the use of vpn, the website also does not indicate a ban in the rules and regulations. In my country, there are some problems with the Internet, which was the reason.I uploaded the documents several times and reported this problem to the chat. Perhaps Google translator does not correctly translate and I was not understood correctly in some points.

Representative please tell me I can claim withdrawal? If so, what is needed for this.

Thank you for the email address provided, in the chat I was refused to give it

Hello kirill,

Let us know if you contacted support and if they were responsive. If not we will contact the casino representative once more. 

Hello kirill,

Could you please update us if your issue has been resolved? Do you need any further assistance from our side? 

Hello

I have been registered on this bookmaker since few months ago and I have been playing regularly, depositing withdrawing money without any problem, of course my account was fully verified with everything they have asked for.

Everything went smoothly untill few weeks ago when I tried to log in and I just got pop-up saying "User blocked" I was surprised and immediately contacted them on mail and as every bookmaker I knew they will give me troubles and not help with anything, their answer was "Please be informed that your account is under investigation. Until the account is under investigation, you do not have access to it. " When I asked whats the period of time that can take, they said minimum 6 months. I find this a bit crazy and not fair to have 6 months investigation because I can provide them everything that they want (in fact I did provided everything they wanted on my 1st withdrawal and after that there were many withdrawals and deposits) so I do not understand what is the problem now and they do not tell also, been 2 months now and they havent pay out my requested withdrawal yet!

I would like to have all my funds withdrawn 1870+ USD and some pending bet that I had to be paid out also

Hello kalagigigi,

Sorry to hear that you are encountering this kind of issue. Could you please send us your Casino username via private message so we can reach out to Casino Rep in order to help you with this matter?

Thank you in advance.

Hello kalagigigi,

Welcome to LCB.

Please send us your casino username via private message so we can get in touch with the casino rep.

Thank you

Hello kalagigigi,

We will be closing this complaint due to the inactivity of the submitter.

Hi, I’ve recently just lost three thousand pounds on a game that’s supposed to be 96% RTP, I tried to say to them that I couldn’t afford to lose that amount of money and then they blocked my account, I’d like to have all of my deposits back!! Shocking casino! Don’t use! Just take take and a little more take! Luke

They cannot return your deposit if you have spent it. It doesn't work that way. Don't play in a casino if you can't afford to lose

Sorry I have just seen the reply, i dont know why i dont get email notifications when I get reply on a thread that I follow. Anyway I sent you PM now, I would be happy to donate 2.5%  to LCB of the disputed amount if you help me solve the complaint.

Thank you

Hello kalagigigi,

Please resend your username via private message and we'll contact the casino rep to check your account and update us on the issue. 

I already did, thank you

Hello kalagigigi,

Thank you for providing your username. We're going to contact the casino rep and inquire about your withdrawal. Keep you updated on this thread. 

Hello kalagigigi,

The casino rep advised us that your issue has been handled on another Forum so we cannot help you further and we're compelled to close your complaint. 

Hi I need some assistance with getting my money back from freshbet casino which was already agreed but then I heard nothing about it for a while and now they don't seem to be responding and have blocked my account. The website is dodgy as, and due to there payment collecting method which circumvents gambling restrictions on people's UK accounts, this means that other merchants collect payments on there behalf which are not in relation to the company, this is how they bypass which then caused the closure of my astropay account causing me a lot of stress because the transactions which are flagged as fraudulent. This is very contradictory since they claim to be a responsible gambling operator yet impose this on our accounts leaving potentially serious consequences for some especially when it comes to accounts being closed. There is also another issue where it states in t&Cs that UK players are under absolute restriction form playing there however there still allowing us to sign up and deposit with UK based address and payment methods still taking our money.. Are the bets even valid? I also don't recall ever seeing any warning or somethihg alerting me do this restriction when I placed a deposit on here yet they are quick enough to take your money.

I've since found out the casino operates a dual license held under Curaçao and the Comoros (annoujan)

When I contacted E gaming Curaçao they are claiming to have no responsibility to the casino however they are listed on freshbets site where Comoros is not. 

I have also contacted the annoujan gaming control board over 10 days ago and still not received any response from then despite the website advising that it will take 2-3 days for a reply.

I was already told that my refund will be processed by freshbet when I had access to my account several weeks ago by an advisor on live chat however since they blocked me they seem to be ignoring me. 

Hello jamie omara,

Please send us your casino username via private message so that we could contact the casino rep and assist you further.

Thank you.

Dear jamie omara,

Thanks for sending your account details. We have forwarded them to the casino rep. Once they reply, we will let you know here on the thread.

Hello jamie omara,

We haven't heard back from the casino rep yet, we are sending a reminder now. Keep you updated on this thread. 

Hello jamie omara,

We still haven't heard from the rep. Once we receive any feedback, we will inform you here on the thread.

Thank you for your patience.

Dear jamie omara,

We still haven't received any feedback from the casino. We have sent another reminder email and hope to get a response this time. We will update you as soon as we hear back from them.

Thank you for your patience.

Dear jamie omara,

Unfortunately, we received no response from the casino despite numerous attempts to find out more about your case. We would need to close the complaint due to the casino's unresponsiveness.

If they respond at any time, we will let you know.

Thanks for your understanding.

Freshbet wanted KYC video from me and I sent in on August 8. Today is August 21 and they still dont tell when will my KYC video be verified. At least, they should give a timeframe for it. All of my registration info are correct. Previously there were no problem on deposits and withdrawals but when I made a big profit they wanted a KYC video and then didnt give proper responses to me.

Hello GabrielSara,

First of all, welcome to LCB.

Please send us your casino username via private message so we can reach out to the casino representative and inquire about your case.

Thank you.

Hello GabrielSara,

We're still waiting on your casino username/ID, if you would like us to contact the casino representative and inquire about your case please send it via private message.

Hello GabrielSara,

Since we never received your username we'll consider this complaint closed due to the submitter's inactivity.

Why do you advertise a casino that won't even reply to you about a complaint? At that point you or your owners should send one more Email with a threat to blacklist them. The customer may be right or wrong but to not reply is BS. Absolutely unacceptable for them to not reply to not reply to LCB. 

Hello Bobbybooey,

We appreciate your feedback. Our primary goal is to act as mediators between casinos and players, and we do our best to help resolve complaints. However, we cannot influence casinos' decisions, especially if they choose not to participate in resolving them. We also have an LCB Warning List of casinos that every member can check before deciding to play.