Freshbet Casino - La retirada del jugador se ha retrasado.

On the 28th of January, I made a withdrawal which has not been processed, and my emails have been left unanswered.

My account is validated and everything seems in order. All they do via chat is tell me that my case is under investigation, but they do not respond to my emails.

El día 28 de enero realice una retirada la cual no se ha hecho efectiva ni responden a mis correos.

La cuenta está validada y todo correcto. Se limitan a decir por chat que esta mi caso en investigación pero a los correos no responden

Dear Jesusmndez,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

You don't help at all. Should I really wait 14 days? You are another scam

No ayudáis en nada . De verdad debo esperar 14 días? Sois otra estafa

10 days and I still have no response from the casino. And I don't know where my money is

10 dias y sigo sin respuesta del casino. Y mi dinero no se donde esta

I have been waiting for my retirement for 10 days.

I'm sorry for the late reply. Thank you very much, Jesusmndez, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Jesusmndez,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Freshbet Casino representative to join this conversation.

Dear Freshbet Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

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.

Hello everybody,

First of all, we are sorry for inconvenience.

However, as I have checked the account, we have sent money on 07-02-2024. It must be on your bank account, from our end everything was done while ago.

This is Iban number, where money was sent: ES9520800823433040072068

Regards,

FreshBet

Dear Jesusmndez,

Could you please confirm, that you have received your withdrawal amount?

Thank you,

Mirka

Dear Jesusmndez,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Jesusmndez,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.