Freedom Casino - El retiro del jugador se retrasa sin respuesta.

I played the welcome bonus here, adhered to the promotion conditions, and wanted to withdraw.

Following this was a lengthy correspondence where I was repeatedly asked to send additional documents for verification. There has been complete silence since 23.12.24, and they are no longer responding to me. The withdrawal has not arrived either.

Ich habe hier den Willkommensbonus gespielt, habe mich an die Angebotsbedingungen gehalten und wollte auszahlen.

Daraufhin folgte ein lange Korrespondenz, bei denen ich immer wieder weitere Dokumente für die Verifizierung schicken sollte. Seit dem 23.12.24 herrscht Funkstille und sie antworten mir nicht mehr. Die auszahlung kam auch nicht an

Dear JimSPHeb18,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one? 
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

I have

Crpyto transactions in CSV format of the last 30 days (first it was requested in PDF format, then I was asked to send it in CSV format - I sent that on 12.12.24

in PDS format it was then requested on 21.12, which I also sent on the same day

Copy of the identity card (multiple copies) - I sent this on 12.12.24

Proof of address - I sent this on 12.12.24

A picture of me holding my ID card and showing my face and ID card clearly - I sent this on 12.12.24

After that, nothing happened for a while and now, when I asked, the game started all over again and they sent me the same email with the verification conditions again.

I sent them the files again on 03.01.2025

Hallo,

ich habe

Crpyto Transaktionen im CSV Format der letzten 30 Tage (erst wurde im PDF Format verlangt, dann sollte ich es doch im CSV Format schicken - das habe ich am 12.12.24 geschickt

im PDS Format wurde es dann am 21.12 angefordert, welches ich auch am gleichen Tag geschickt habe

Kopie des Personalausweises (mehrfach)- das habe ich am 12.12.24 geschickt

Adressnachweis - das habe ich am 12.12.24 geschickt

Ein Bild von mir, auf dem ich meinen Ausweis halte und auch mein Gesicht und mein Ausweis deutlich zu erkennen sind - das habe ich am 12.12.24 geschickt

Daraufhin kam einige Zeit nichts mehr und jetzt auf Nachfrage geht das Spiel von vorne los und sie haben mir dieselbe Mail mit den Verifikationsbedingungen nochmal geschickt.

Ich habe ihnen nochmals die Dateien geschickt am 03.01.2025

Thank you very much for your reply, JimSPHeb18. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello,

I forwarded the email, that should be all the conversation.

Best regards!

Hallo,

ich habe die Mail weitergeleitet, sollte alles sein an Konversation.

Viele Grüße!

Thank you very much, JimSPHeb18, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, do I need to contact someone else? I haven't heard anything yet

Hallo, muss ich mich irgendwo noch melden? habe bisher nichts mehr gehört

Hello, JimSPHeb18,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Freedom Casino team,

Could you please explain the player's situation in more detail? What is the current status of the user's withdrawal and what is the estimated time frame for processing it?

According to the email communication between the complainant and the casino, it looks like he provided the casino with everything they requested. However, then the casino stopped responding to his email completely.

If there is anything else the casino needs from him to complete the KYC/verification so he is able to finally receive his winnings, please provide him with clear instructions on how to proceed.

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear JimSPHeb18,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - you can contact the gaming authority the casino is regulated by (GCB) and submit a complaint directly to the regulator. Although they currently do not handle individual disputes between players and gaming operators, they could review the situation regarding potential violations of law. Feel free to find more HERE or our article about regulators' complaint processes generally HERE.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime by contacting me via email.

Best regards,

Branislav, Casino.Guru