Fresh Casino - Hráč zpochybňuje poplatky za výběr.

I won 65.16 $CAN and I made a withdrawal of 65.16$CAN. I receive a payment of 63.77$ can who gives 63.56 after fees for transactions.

It miss 1,39 CAN(65.16-63.77) CAN BUT THE CASINO saids it because of the conversion fees... I understand...

Its why when I do a deposit of 20$ I send 20.56 to have 20$ on my account at the end...

So why they don't do the same thing?

If send 20$ and the casino receive 19.45.. They will not give me 20$....

So for me 63.77 =63.77 not 65.16

Dear BMW9979,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise in which currencies are your accounts held? Have you tried to communicate this issue with the casino directly?

Please understand that we can't penalize the casino for deposit and withdrawal fees unless they are unexpectedly high. My advice would be to use a different payment method or communicate the fees beforehand to avoid any confusion.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

They send me via bitcoin but on BRANGO casino for exemple, when they send me the bitcoin paiement in the confirmation email. They mentioned the same amount than my withdrawal. But when I got the bitcoin, I lost about 0.10-20$ each 20$because the transaction fees. Its normal.

On Fresh casino the same confirmation email don't mentioned the same amount. It said they sent me a paiement in bitcoin of 63.77 $. There is 1.37 less, supposed to be 65.17. Its about 0.45$ each 20$. And when I received it, I lost 0.50$ again for the fees like on BRANGO. So I got 63.26 again for the fees. This part I don't mentioned it in my first message because like you said its normal. I understand that.

And yes I try to explain many times.. I sent about 20 mail but they always answer same thing like its the automatic in the paiement system. But they don't say always same version.. Sometimes it validation fees and next answer thay said its conversion fees. Always repeat same thing but it don't make sense. And I turning arround for 1.37..the person at support answer me each time cost more than that. But they don't understand they semm not read all my messages..

Ita just 1.37 but they answered me like if Im a retarded and they don't read and understand than I lost 2 time a little amount.. And the confirmation paiement mail supposed to have total amount they send at the start.. Like on brango... I just want to mentioned it for others users and if you want to try explain or check with fresh... Its okay but I'm not waiting my 1,37. But I hope they will fix the problem and be conform like others

Thank you, BMW9979, for your reply and thorough explanation. Please understand that we do not investigate withdrawal or deposit fees if they are of an acceptable amount. Most of the time they are handled by intermediary banks and payment providers and it is very hard to trace them.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear BMW9979,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.