FEZbet Casino - A conta do jogador foi encerrada.

Hello, i had an account with fezbet and they asked for a verification, when i was in a holiday and i injured seriously so i was not able to do the verification and in the hospital i forgot to do it and after 2 months they closed it with my 1000+ euro after it they dont respond any of my emails, i want to ask some help with this, thank you

Dear Szabivok,

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 specify if you submitted any identity documents to the casino for verification?

Did you accumulate your winnings with or without a bonus?

Could you please forward me the communication between you and the casino regarding the closure of your account and the confiscation of your winnings? My email address is veronika.f@casino.guru.

I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Could you please specify if you submitted any identity documents to the casino for verification?: i dont remember but i think yes

Did you accumulate your winnings with or without a bonus?: no i dont

Thank you for your response. Please forward me the communication between you and the casino regarding the closure of your account and the confiscation of your winnings at veronika.f@casino.guru.

Okay

Have you sent me any emails yet? I have not received anything from you. Please double-check if you entered my email address correctly: veronika.f@casino.guru.

No, they didnt give me any email

Thank you for your reply. I understand that this situation has been frustrating for you, and I appreciate your patience as we work to resolve it.

In order to move forward, could you kindly provide more details regarding the timeline of events? Specifically:

• When exactly did the casino request that you verify your account? Please provide at least the year and month.
• When did you submit your identity documents for verification?
• At what point was your account blocked?

A clear timeline will help us better understand the sequence of events and decide on the best next steps to take.

We appreciate your cooperation, and we will do our best to assist you in resolving this matter as efficiently as possible.

About 2024. 06.

I dont know

And they blocked 2024. 10. 23.

Thank you very much, Szabivok, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Szabivok for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask FEZbet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear Szabivok,

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

Based on the above, as per your inactivity in our request we confirm your account closure and the deduction of the balance.

Kind Regards, 

FezBet Casino Team

Thank you for the update FEZbet Casino representative, while the 30-day rule for providing verification information is an industry standard and we respect that, would it be possible to make an exception in this case due to the player's inability to pass the verification due to a serious injury? If the player provided you with something to prove this like a bill from the hospital stay or a doctor's note would it be possible to redo the verification? Thank you in advance for the clarification!

Dear all, 

Please be informed that we are willing to make an exception in these circumstances, in order to reach the resolution of the case.

We, therefore, kindly request the customer to provide a clear high quality photo of their ID (passport, driving license, national ID) and selfie holding their ID, showing our website on the background.

If the above documents are provided - we will reopen the account and credit the winnings back.

Best regards,

Fezbet team

Thank you for the positive update FEZbet Casino representative.

Dear Szabivok, please provide the requested documents to the casino support as soon as possible to proceed in resolving this case. Thank you in advance for your cooperation!

I sent it yesterday, i didnt got respond yet

Dear Szabivok,

Thank you for your patience.

Kindly be informed that we're taking immediate action and your documents are being checked with priority we would get back to you as soon as we have any news from relevant department.

Best Regards

FezBet Team

Dear Szabivok,

We are pleased to inform you that your account verification has successfully completed, your account reopened and the deducted funds were credited back to your account.

Thank you for your cooperation.

Kind Regards,

FezBet Casino Team

Thank you very much for the update FEZbet Casino representative.

Dear Szabivok, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello i cant withdraw its says i need to wager it, but i wagered it many times, i think because you added manually so its detect i didnt wagered it

Dear Szabivok,

We would kindly request to resubmit your withdrawal request and let us know if you find the same error.

Thank you for your cooperation.

Kind Regards,

FezBet Casino Team

The withdraw is still not available, its says the same, i need to wager it, but i already wagered it before

Dear Szabivok,

We would kindly request to provide us your bank details requested via email in order to proceed manually with your payment.

Thank you in advance.

Kind Regards,

FezBet Casino Team

Dear Szabivok,

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.

Hello, you dont answer to my email, I would like to withdraw in crypto, I deposited in crypto before

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Szabivok,

We would kindly request to provide a reply to the email received on 14th of March regarding your payment details in order to proceed manually with your payment.

Thank you in advance.

Kind Regards,

FezBet Casino Team

Dear Szabivok,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Szabivok. We received the following message:

Hello i still did not got my payment, i sent them my crypto wallet more than half a year but nothing and since then no answer to my emails

Dear FEZbet Casino representative, could you update us on the situation with the payment? Thank you in advance!

Hello as you can see they asked for my crypto wallet and they write they will notify me and send the money, after that they ignored me and now they say they deducted it because i was inactive, of course i was because i waited for the notify or for the money but nothing came plus you ignored me, nice strategy...

Hello everyone!

Dear Szabivok,

We would like to kindly inform you that the relevant team is looking at the matter and we will have updates for you as soon as possible.

Thank you for your patience and understanding.

Best regards,

Fezbet Team 

Dear Szabivok,

To ensure the security of your funds and to verify that we are using a currently valid address for your payment, we kindly ask you to provide your crypto address here manually (in text format, not as a screenshot).

Please provide an address for one of the following supported currencies:

• BTC
• LTC
• DOGE
• ETH
• USDC (ERC20)

Thank you for your cooperation and for helping us finalize this transaction securely.

Best regards,

Fezbet Casino Team

Dear Szabivok,

Thank you for the details provided.

We have forwarded them to our relevant team so to process the manual withdrawal for you. We will have updates for you as soon as possible.

Thank you for your patience.

Best regards,

Fezbet Team

Dear Szabivok,

Thank you for your patience.

We are waiting for the relevant team to check the provided data. Please, rest assured that we will have updates for you regarding the matter as soon as possible.

Best regards,

Fezbet Team

Why this takes so long? Also what is the exact amount?

Dear Szabivok,

We kindly inform you that after updates that we had from our relevant department, in order to receive your balance, the verification of your account will be needed. You have received an e-mail from us regarding the requested documents which can be sent via e-mail.

If you have any questions, do not hesitate to inform us in order to help you.

Thank you for your cooperation on the matter.

Sincerely,

Fezbet Casino Team

Hello i did not received any email, can you please send it once more?

Dear Szabivok,

Please, kindly check also on your spam folder. The KYC team will need from you clear photos of your id document both sides, a selfie from you and also a selfie holding the front side of your id document. You may also provide the documents through sending us an e-mail to our support team.

Thank you again for your collaboration.

Best regards,

Fezbet Casino Team

I already sent these to you btw, but i did not got answer, i sent it again in email to support@fezbet.com and i send here as well (please casino.guru hide it so only fezbet can see it)

Dear Szabivok,

Thank you for the documents provided.

We kindly inform you that the KYC Team is checking on them and we will have updates for you as soon as possible.

Thank you so much for your patience.

Best regards,

Fezbet Team

Dear Szabivok,

Thank you for your patience.

We would like to kindly advise you to re-send us the documents via e-mail in jpeg or jpg format. In the sent format, docs could not be downloaded and saved after information that we had from our KYC team.

We really thank you for your cooperation.

Best regards,

Fezbet Team

Hello i sent in email in February 18. In jpg format both to kyc and the support email

Please check it

Dear Szabivok,

We kindly inform you that our Verification team is checking the matter and we will have updates for you in the nearest time.

Thank you for your patience and understanding.

Kind regards,

Fezbet Team

Dear Szabivok,

We kindly inform you that we will need some more time please to check the matter and we will have updates for you as soon as possible.

Thank you so much for your understanding.

Best regards,

Fezbet Team

Dear Szabivok,

Thank you for your patience.

We would like to kindly inform you that we have sent you an e-mail asking from you to provide us with your bank or crypto details, in order for us to schedule the payment of your deducted balance.

Thank you for your cooperation.

Best regards,

Fezbet Team

I responded to the email, i hope you got it

Hello, i got the money, also please reopen my campobet complain, i have the same problem with them and they do not respond to my emails

Thank you very much!

Dear Szabivok,

We kindly inform you that the payment has been completed.

Thank you again for your patience and your cooperation on the matter.

Best regards,

Fezbet Team

Dear Szabivok,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter