Fresh Casino - Aufgrund neuer Anforderungen hat der Spieler Probleme mit Auszahlungen.

Yesterday I registered at Fresh Casino for the first time and activated a no-deposit bonus for free spins, from which I received €14.60 in bonus cash. I then won €146 in real money from this bonus after fulfilling the wagering requirements. I was asked to make a deposit of any amount, which I did with a €10 deposit, followed by KYC verification, which I successfully completed. I was informed that my account was undergoing an additional review, but was assured not to worry and that the review would be completed and my withdrawal processed within 72 hours. Suddenly, I was told that according to section 28.7.4 of the terms and conditions, a deposit of €164 with an additional 3x wagering requirement of the deposit amount was required. While the amount is now €67, the conditions of section 28.7.4 are clearly not met.

Habe mich gestern zum ersten Mal bei Fresh Casino registriert und einen No-Deposit-Bonus aktiviert für Freispiele aus welchen ich 14,60€ bonus cash bekommen habe. Aus diesen habe ich dann mit erfüllung der Umsatzbedingung 146€ als Echtgeld erspielt. Dabei wurde von mir eine Einzahlung in beliebiger Höhe gefordert, welche ich mit einer 10€ Einzahlung erledigt habe und anschließend eine KYC Verifizierung, welche ich auch erfolgreich abgeschlossen habe. Mir wurde da noch mitgeteilt, dass bei meinem Konto eine zusätzliche Prüfung stattfindet jedoch wurde mir versichert, sich keine Sorgen zu machen und dass nach spätestens 72 Stunden die Prüfung beendet und meine Auszahlung getätigt werden würde. Plötzlich hieß es dass nach 28.7.4 der allgemeinen Geschäftsbedingungen eine Einzahlung i.H.v. 164€ mit zusätzlichem 3 fachen Wager der Einzahlung von mir verlangt wird. Mittlerweile handelt es sich zwar um 67€ jedoch liegen die Voraussetzungen des 28.7.4 eindeutig nicht vor

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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 confirm whether this was the only no-deposit cumulative bonus you used, not only at Fresh Casino but also at any of the other Affiliate Brands covered by Rule 28.7.4? If you used another such bonus, please specify the casino, the bonus, and whether you made a cash deposit between the bonuses.
• Could you please send me screenshots of your complete bonus and transaction histories, showing all bonuses activated and deposits made since you registered?
• You stated that your winnings initially amounted to €146 but that the balance is now €67. Could you please explain what happened to the remaining funds? Did you cancel a withdrawal and continue playing with the balance?
• Do you have the earlier communication in which the casino instructed you to deposit any amount and confirmed that the withdrawal would be processed after the additional review? If so, please forward the complete communication to veronika.f@casino.guru. Please send emails in their original .eml or .msg format where possible.

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