Freecash review: Refusal to pay out earnings

I filed a complaint with the BBB and the BBB did nothing and closed the complaint like they usually do.

So July 29th I posted a Trustpilot review for FreeCash:

I signed up for Freecash and tried several games, but I particularly enjoyed Disney Solitaire. I completed numerous offers and earned money legitimately through the platform. When I attempted my second cash-out, I was required to complete biometric ID verification because the amount was over $100.

I completed the verification through the Veriff website. The verification screen stated that the process would continue in the background and that I could return to the app. When I returned to Freecash, the app froze briefly and then reloaded with a flag on my account stating that my ID verification had not gone through. There was an option to contact support, so I did.

The chatbot asked what had happened, despite this being an ID-verification issue and despite me already explaining the problem. After I explained it again, the bot inexplicably decided the issue was my transaction history instead. Every human agent I subsequently reached simply followed the chatbot's determination rather than reviewing the information and screenshots I provided. They continued addressing the wrong issue and refused to actually investigate the ID-verification problem. They refused to follow the policies listed on their own website and refused screenshots of the transactions and would only accept video.

Eventually, support stopped responding altogether.

It took months before I was even able to open another support chat because the option to contact support disappeared from my account. When I finally managed to open another chat, the chatbot gave me an entirely different explanation. This time, it claimed I had opened appeals that had supposedly been denied, and that I was therefore no longer permitted to submit support tickets.

I explained again that I had an ID-verification problem. The bot then changed the explanation again, claiming that I had violated Freecash's Terms of Service. It would not tell me what I supposedly violated, would not provide any details or evidence, and stated that the decision was final and that no human agent could intervene.

The human agents I reached afterward continued to repeat the chatbot's conclusions instead of reviewing my evidence. I was repeatedly told that the ID-verification flags on my account were glitches and, at the same time, that my account had been banned.

Despite this, I was still able to play games and earn money for several more weeks. Then, today, I was suddenly banned. The message on my account has now changed again: instead of an ID-verification issue or an option to contact support, it simply states that I am banned for violating the Terms of Service. I can no longer cash out, and $264.30 in earnings is now sitting in my account.

After months of contradictory explanations, ignored evidence, inaccessible support, and repeated canned responses, I have no confidence that Freecash intends to resolve this appropriately.

I will be pursuing complaints with the appropriate regulatory agencies in both the United States and Germany, and I will also be documenting this experience on other reputable review platforms.

If you have downloaded Freecash, my advice is to be extremely cautious about providing them with your personal information or spending significant time earning on the platform. Based on my experience, I would not trust the company with either.

08/04/2026 -

I immediately emailed the address Becky provided and sent 43 screenshots documenting my experience. Several hours later, “Tola” from Freecash apologized and said a “dedicated support team” would review my email and respond within 0–24 hours.

At the 24-hour mark, I followed up with Tola requesting an update. I received no response until approximately 38 hours later, when “Frakenbot” replied and asked me to rate my satisfaction with my support experience. Other than that, I have received no response from the promised dedicated support team.

I also still have my third support chat open. It took the supposedly “24/7” chat team 48 hours to respond, and their response was simply another canned message. I replied, and it has now been another 34 hours with no response.

08/07/2026 -

Still no response from support both chat and email. It has been 6 days of waiting for the expected reply in 0 - 24 hours from email support to reply and 4 waiting for the 24/7 chat support to reply. The amount owed to me has updated to $264.30 I am now taking legal steps against FreeCash.