Freshbet Casino - El jugador pudo crear una nueva cuenta después de la autoexclusión.

 struggled with severe gambling problems for the past six years and have been registered with Gamstop to protect myself. Despite this, I received a promotional email from Freshbet which triggered a relapse. After depositing and losing substantial amounts, I contacted them and asked for my account to be closed via live chat. Although they closed it, they subsequently allowed me to open another additional account using the exact same personal details.

This failure caused a serious escalation in both my gambling behaviour and my mental health. In total, I deposited approximately £3000 across the six accounts. I have repeatedly contacted the casino over several months, but they have been completely unhelpful, simply directing me to their terms and conditions rather than addressing their failure to protect a self-excluded and vulnerable customer.

I only asked for my £3000 to be refunded, as the harm and relapse were directly linked to Freshbet reopening or allowing new accounts after I had already disclosed my gambling issues and requested closure. Their lack of support and disregard for responsible gambling policies has had devastating consequences for me. The situation deteriorated to the point where I was sectioned under the Mental Health Act and admitted to hospital following a suicide attempt.

Despite all of this, Freshbet continues to send me promotional emails, which is extremely distressing.

I have tried repeatedly to resolve this with them, but my mental health has been severely affected and I am at a loss as to what more I can do. Even a refund of £3000 would make a significant difference to my life, yet they have shown no willingness to take responsibility or comply with their obligations to protect vulnerable UK players, which I have raised with them many times.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the account closure request you sent to the casino when you originally self-excluded? Kindly include the casino's responses as well. My email address is veronika.f@casino.guru.
• Was your first account fully verified?
• When exactly did you create each of your accounts, and how many accounts did you create at this casino in total?
• Have your duplicate accounts been fully verified?

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

Best regards

Veronika

Dear Lawallace,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru