Freshbet Casino - Los fondos del jugador son confiscados debido a un error del sitio web.

Good morning 

I am making a formal complaint, and want it dealt with ASAP. On 5th April 2025 I made two bets for £250 on roulette. The game errored and didn’t crashed, whilst it was spinning, no result came from it, and the money was taken from my account. 

The bets were at the below times on the 5th April. 

21:22:28 - £250

22:11:19 - £250

I can’t even screen shot the transactions, because none of the bets I placed on that day are showing. Please see attached. 

You have taken £500 from my account, and I am asking for it back.

Dear leejeff97x,

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

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

• Have you contacted casino support and asked for the bets to be refunded due to an ongoing error in the game?
• What response have you received?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hi

i I have sent this to you via email

Thanks for your reply and the provided information.

Have you saved any screenshots from your game history regarding the bets and precise information regarding the outcomes of these games?

Please understand that online casinos will only be able to investigate technical issues if you are able to supply sufficient information about the game rounds.

From the information you provided, the conclusions of the casinos regarding the investigation of the 2 roulette rounds cannot be challenged by us.

Please let me know if there is further evidence, otherwise, our recommendation is for you to contact the game provider directly and ask them to investigate the incident.

Dear leejeff97x,

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,
Tomas
Casino.Guru