Fresh Casino - La cuenta del jugador ha sido reabierta erróneamente.

Dear Sir or Madam,

I am submitting this formal complaint concerning serious breaches of licensing regulations and responsible gambling obligations by your licensed operator.

I explicitly requested a permanent lifetime self-exclusion, without any possibility of reopening my account — ever. I made this request multiple times, and your representatives gave me firm written assurances that my account would be permanently closed and could never be reopened.

Despite these assurances, my account was reopened approximately one hour later, without any verification or communication from your side. As a result, I was able to access the account again and lost around €500. This is a clear and direct violation of responsible gambling commitments and of your own stated policies.

Your staff have also stated that no refund will be issued. I therefore formally demand reimbursement of the approximately €500 lost after my account was wrongfully reopened. This refund is the sole compensation I am requesting.

In addition, I have reason to believe that the operator has misrepresented information regarding RTP (Return to Player) values. The casino claimed that Play’n GO determines the RTP settings and that the operator has no control over them. However, according to Play’n GO, each casino independently selects its RTP version. The operator also claims to use the 96% version, but evidence suggests that lower RTP versions may be in use, particularly for Pragmatic Play slots.

I therefore request that the licensing authority or Casino Guru investigate these issues further.

Although Curacao’s licensing framework (LOK – National Ordinance on Games of Chance) has recently been strengthened to prevent such misconduct, it is evident that certain operators continue to disregard these obligations. This casino appears to be one of them.

Accordingly, I am submitting this complaint publicly to Casino Guru, your licensing provider, and AskGamblers for review and publication.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fresh Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Was your player's account opened on your initiative or was it opened based on the decision of the casino?
• Have you tried contacting support after your account was reopened and asked to self-exclude again?
• Could you please share your self-exclusion requests with me? Please send the information to my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication?
• Has the casino responded to your refund request already? What did the casino reply?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

I have spoken to a staff member in the chat who says they never refund money, even if they themselves have made a mistake.

It opened about an hour later to my question. By then I had been assured in the chat about 5 times that I would never ever in my entire life be able to have an account at Fresh casino. 1 hour later it was fine.

It is blocked again and they have again assured that it cannot be opened again.

I suggest that Casino Guru applies the new LOK directive regarding the Curacao license. It seems that many players are having their cases rejected incorrectly.

They don't deny what happened. They think it's okay to reopen the account since it was within an hour. I actually suggest you contact the casino

Jag har pratat med en personal i chatten som säger att de aldrig återbetalar pengar, även om de själva har gjort fel.

Det öppnandes ca en timma senare på min fråga. Då hade jag fått försäkrat i chatten ca 5 ggr att jag aldrig nånsin i hela mitt liv kommer kunna ha ett konto på Fresh casino. 1 timma senare gick det bra.

Der är blockerat igen och de har åter försäkrat att det inte går att öppna igen.

Jag föreslår att Casino Guru tillämpar det nya LOK direktivet som gäller curacoo licensen. Verkar vara många spelare som får sina ärenden avslagna felaktigt.

De förnekar inte det som hänt. De tycker att det är okej att öppna kontot igen då det fick inom en timma. Jag föreslår faktiskt att ni kontaktar casinot

They dont want give me chat data

Thanks for your reply.

We would need evidence regarding the incident for us to assess the complaint further.

Kindly share evidence supporting your claims, such as communication between you and the casino regarding the account closure and the process surrounding the reopening of your account.

Send the evidence to my email at tomas@casino.guru

I apologize for the inconvenience. Thanks in advance for your cooperation.

Thanks for your reply.

Please understand that when it comes to asking the casino for a refund of funds that were lost during gameplay, we need evidence regarding the incident. In this case, the online casino claims they acted in accordance with their license, and there is no evidence of the contrary from your side.

Regarding other concerns mentioned in the beginning, we are unable to address them.

Sadly, we are not in a position to assist you further at this time. If you happen to recover any proof that you were supposed to be protected from playing in the casino, be sure to contact us again, and we'll do our best to assist you.