Frejagames - refusing to pay

Ruling

Resolved - The submitting complainant has informed us that this issue has been resolved and that they have received their funds.

Player's Complaint

Dear team this is an official complaint against frejagames and millionpot, as I found out later both operated by the same company.

Both refuse to pay.

My balance at millionpot is 402.62€ which has not been questioned by the casino. For weeks I am trying to withdraw with any method they suggested (credit card, skrill, neteller). Always the same: First I get a message that i successfully withdrew and it would take 1-2 days. Then, all of a sudden, the money is back on my account. Any complaint did not help. Now the whole money even disappeared! I have various screenshots that will prove that. All the casino was saying (by email for example) they are trying their best to resolve it as soon as possible.

Any time they suggested a new withdrawal method I first had to send them a screenshot that I have an account there. As soon as I did, they wrote there were technical problems suggesting me a new withdrawal method. And so on. Now, after weeks, there is not even the 402.62€ left. Just nothing. I would prefer trustly what they also suggested in their email, but there is no option on their website which allows me to use trustly for a withdrawal. It is more than obvious they dont want to pay.

Which brings me to their sister casino (what I found out later), frejagames. I also got a bonus there, converting it to 919.90€ into real money after depositing 150€ with a 100% bonus. First they just asked me for my documents. After being verified, they suddenly cancelled my winnings telling me I broke a bonus rule which says there is just one bonus each household so they took away all my winnings telling me that I would only be able to withdraw the 150€ I deposited (which I can prove by email).

I admit that one the paper they may look in the better position here but first I did not know that they are sister casinos (no indication), second I was granted the bonus. And third, I thought one bonus each household means that specific casino and not the whole family. Or am i wrong here?

What I consider to be highly unethical: As soon as I am granted the bonus I can only lose. When I win, like here, my winnings are confiscated which does not seem right to me. When I lose, the casino of course will not pay back my money. Now even the 150€ they guaranteed are no longer in my account at frejagames. My complaints by email have first been answered (not our fault, its finnplay), then no longer. Which means even the 150€ (which I still consider to be 919,9) are gone now.

I also had some money left at caliberbingo (less than 100€, I dont remember the exact amount), and now I see that this casino has just been closed.

I really hope you can help me since this company is absolutely not willing to pay.

Thank you very much!

Read the casino review

6 Responses

ThePOGG

July 14, 2019

Hi chizie - welcome to ThePOGG.com!

Unfortunately the Viral Interactive properties carry the following term:

"24. The "Welcome bonus" is limited to one bonus per household. Viral Interactive operates a number of casino brands and reserves the right to limit the number of Welcome Bonuses that may be taken up by a player across Viral Interactive's brands in the following way. By claiming a welcome bonus offer at this website, you are prohibited from claiming a welcome bonus at other Viral Interactive's brands. Any attempt to try to deceive management by registering multiple accounts within Viral Interactive's brands in order to gain bonus money, may be deemed as bonus abuse and may result in the account(s) being suspended and the removal of your funds."

The above being the case only the first Welcome Bonus you received would be legitimate.

I'll contact the operator and see what we can find out about the other issues you raised.

Thanks,

ThePOGG

chizie

July 15, 2019

Dear thepogg,

I do understand this. Still it is very difficult to find out which casino is a sister company and which one not. In the moment I get the bonus (which should not be allowed in that case), the casino cant lose any more, just me.

Nevertheless, the company guaranteed me via email to receive back my deposit (what I can prove) of 150€. But there is no money left and they dont react to my emails any more. Thank you for helping!

Best regards,

Chizie

ThePOGG

July 16, 2019

Hi chizie,

Clicking on the license seal at the bottom of the operator's page will take you to page showing all properties on the same license as the operator.

I'll contact the operator and see what we can find out about your deposit.

Thanks,

ThePOGG

chizie

July 16, 2019

Dear thepogg,

Thank you very much for assisting me again indicating my the sister casinos. I understand the casino is theoretically in the better position here but they shluld not grant me a bonus if I am not aware of playing in a sister casino and then having no chance to win but only to lose. So I hope to get back at least the promised 150€ and -above all- the 402€ at millionpot which in that case are not questioned my the casino.

Thank you very much thepogg!

Best regards,

Chizie

chizie

July 25, 2019

Dear thepogg,

I would like to announce that I got paid after a very long period by Viral Interactive. Fulltilt and Freja is ok so far now and I accept that I will not receive the full amount of 920€ (650 have been paid which I consider I fair solution since they are theoretically right with the bonus terms).

So thank you very much thepogg, one more time!

Best regards,

Chizie

ThePOGG

July 30, 2019

Hi chizie,

Thank you for letting us know you consider this issue resolved - it is appreciated!

ThePOGG