The player from Baden-Württemberg has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The complaint was rejected because the player didn't respond to our messages and questions.
FEZbet Casino - Player claims that payment has been delayed.
Amount: €8,046
FEZbet Casino
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9.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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2 years ago
Translation
Hello everyone,
I have the following problem on the weekend, Saturday, I applied for a payout of 500 euros, unfortunately it is limited, which is also in the terms and conditions and not bad, then it was increased to 800 euros per day, then I applied for 800 euros twice, even have I sent my ID and proof of address directly by email because I know that these documents are always required for verification, so that the payout may be faster, but I don't get an answer every time the support says your payout is being processed and it's still taking time, me I don't get any information about what's missing, e.g. verification or how long it usually takes. Normally I wanted to wait another 2 to 3 days before submitting the complaint, but I don't think that will do anything, so I'm submitting it now, today the support gave me Written I should verify my account on the website but the hack is on verification you can't verify it , so I'm being assed by the casino, so I have to file a complaint now that the casino keeps making excuses just because they don't want to pay out the winnings, first it said the payout is in progress and now it says a few days later the payout was never in Processing because the account is not verified but you never said what you need ? Hopefully you can help me, I've already made screenshots of the whole process, including the account balance there, so I have enough evidence if the casino faxes, probably the next thing to do is cancel the 3 withdrawal requests and then the game starts all over again and With luck, I only get 800 euros once a month and have to wait 10 months for the money, which is definitely not ok, I can pay out 12,000 per month, according to the terms and conditions, the payout can take a maximum of 3 days, which means it can take a maximum of 4 to 5 weeks .
please help me thank you
Best regards, Michael W***
Edited by a Casino Guru admin
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2 years ago
Dear michi97,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
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this contradicts itself on the one hand they say my account has to be verified on the website, but I can't upload any documents there, it says no verification required, now I can't get any further, it is said otherwise I won't get a payment but I have no option with to verify by mail they keep making excuses or not answering, i need your help please contact the casino otherwise i won't get any further.
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2 years ago
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When I write to the finance department it says inbox is full message cannot be delivered live chat they tell me to contact the email address this is really harassment, you can't do that
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2 years ago
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According to the live chat, I now have to send documents to the finance department, supposedly I should have already received an email which documents I need to send, but I didn't receive an email. I read that if you don't verify yourself after a few days, you can simply open the account Delete, they are doing pure harassment, please contact the casino quickly, what's the point? I really can't get any further and I'm desperate.
thanks.
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2 years ago
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My account balance is now 14,300 euros, 2,100 euros in 3 payment requests, will no longer play, even if it takes 3 to 4 months until I receive my winnings, remain stubborn.
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2 years ago
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What I find extremely unfair that you can deposit as often as you want, everything goes very quickly, but as soon as it comes to the payout, unbelievable faxes are made just because Casino Allees tries to prevent you from receiving your winnings until this morning, I had to upload my ID to the website For 6 days I've been asking there what kind of documents are needed. The usual documents were sent at the beginning because I thought that would speed up the process. You put a lot of pressure on it, write thousands of emails and nothing happens and they hesitate to get everything out, they'll probably need them from now on 5 more days to verify it and then another week until I get the first 500 euros of 14k and that's maybe three weeks before I can wait over a year until I get all the wins, the casino doesn't stick to them AGBs this will be a huge longer process I hope it goes well. I am very frustrated
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2 years ago
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Now the live chat tells me that the finance department allegedly sent me an email today about feedback on my submitted documents, but I didn't receive anything, I find it pretty cheeky from the casino to lie to me I didn't receive an email, the finance department did although I I've written an email several times, never replied to it, it's just ignored and in the live chat I'm ashed, the customer support also ashes me by e-mail and writes my payout can only be processed when I submit the documents, but I've already submitted everything, that everything gives me a headache because i am so suspicious of the casino i made screenshots of the live chat and all the game history so i have enough evidence i understand why casino guru has not replied to me yet because the 14 days are not over yet regarding of the payout, but here is the additional problem that the casino does not have me I want to rtify and ash me so I ask you to help me on Monday by writing to the casino, otherwise nothing will probably happen, I apologize for writing so many comments up to now, but it is extremely important to me. I can also email the important screenshot to you.
Many Thanks.
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2 years ago
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Now I'm at least verified but what bothers me is that there has been a delay in the payment for days that you can't always bring up to 3 days according to the terms and conditions if the payment is really only every 2 weeks per 800 euros or 500 then I can a year wait until I get my winnings that's just not possible I think it will only work properly if you constantly put pressure on it that will take a really long time I don't think it's good if you can only pay out to a limited extent you should also comply with the guidelines.
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2 years ago
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Why answer me now I can no longer log in because the website is apparently no longer accessible for Germany such scammers I want my money
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2 years ago
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OK was just a technical problem luckily, I've even received two payout requests for 800 and 500 euros and I'm so happy that I've now received my first payouts.
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2 years ago
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I gambled everything away again, shit like that just because they keep faxing for so long
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2 years ago
Thank you for your reply, michi97. Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.
Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.
