FEZbet Casino - Player complains about delayed withdrawal due to continuous verification.

Hello, the way they treat me is ridiculous. This is about verifying the account and withdrawing funds. I have asked many times to complete the verification and make withdrawals. The verification is changed all the time and needs to be confirmed again, e.g. 2 x account payment history, now 3 x residential address, documents confirming identity were approved immediately. A month has passed since the first payment was ordered. They don't inform me about anything by email. For example, I find out after logging in that I have to undergo verification again. I was hoping for a long-term cooperation, but I'm extremely disappointed, while playing with them, I lost about 8,000 euros, which I wanted to withdraw, but I couldn't because I owed them old withdrawal orders, and in the end, these 8 wheels will be lost in the casino :-(

In the chat, the staff has been repeating the same thing over and over for several weeks: please wait for account verification....

I bet there and I've lost a lot in the casino.

I never complain about casinos - but the way they treated me there and still don't care about my inquiries is beyond human understanding!

I am attaching screen shots of when I ordered withdrawals around December 7, 2023. after withdrawing orders for 2 x 500 euros, it turned out that verification was needed and there were no orders in the history, the money was then deducted from the balance, To this day the account has not been verified (documents confirming the address were accepted once) and neither of these two withdrawals have arrived, I reset the account to zero casino :-(

Dear Adicom,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Do I understand correctly the 2x500€ withdrawal requests are still pending in your account?
• Which documents were the last to be requested and when did you provide them?
• Please forward your correspondence with the casino regarding the issue. My email is tomas@casino.guru

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

Best regards,

Tomas

Thank you very much, Adicom, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Adicom,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite FEZbet Casino to join the conversation and participate in the resolution of this complaint.

Dear FEZbet Casino,

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Kind regards,

Tomas

Casino.Guru

Dear all,

Thank you for reaching out.

We would like to inform you that for the purposes of account verification, we have requested the customer to provide us with another proof of address document, which can be one of the following:

Household utility bill (gas/electricity/Internet etc)

Bank statement (not online or direct bank)

Any other government issued document (e.g. residence confirmation).

The document has to show name, current address and should not be older than 180 days.

The document can be uploaded through the casino profile in the verification section, and we will make sure the document is going to be checked with priority once uploaded. 

Best regards,

FEZbet.com

Dear Adicom,

Can you please provide the casino with one of the above-requested documents so they can proceed with KYC?

Kindly let me know once you do so. Thank you.

Dear all,

Thank you for reaching out.

We would like to inform you that for the purposes of account verification, we have requested the customer to provide us with another proof of address document, which can be one of the following:

- Household utility bill (gas/electricity/Internet etc)

- Bank statement (not online or direct bank)

- Any other government issued document (e.g. residence confirmation).

The document has to show name, current address and should not be older than 180 days.

The document can be uploaded through the casino profile in the verification section, and we will make sure the document is going to be checked with priority once uploaded. 

Best regards,

FEZbet.com

More documents sent to support because the casino verification page no longer accepts further documents.

Dear FEZbet Casino,

Can you please review the player's documents and let us know about the verification outcome afterwards?

Thank you.

Dear Customer,

Thank you for providing us with the documents, your account on our website is now verified.

However, we would like to ask you to provide us with a new ID, as the one you provided expires on 23.01.2024.

Further withdrawals won’t be possible after 23.01 if new ID is not provided.

Best regards,

FEZbet.com

You wrote that the account was verified, right?

You wrote above that as soon as you verify, you will pay out,

So I'm waiting for my 2 overdue payments of 500 euros each - unless you're not telling the truth?

I ordered the first payments around December 5-8, 2023, not January 21, 2024!!!!

At that time, the document was still valid for 40 days and the case concerns that period, not after January 21, 2024!!!

We can't cancel a bank loan because our ID expires, right?

Dear Customer,

Thank you for your patience.

We would like to inform you that your 2 withdrawal requests for 500 EUR were processed from our side on 20.01 and 21.01. 

Best regards,

FEZbet.com

Dear Adicom,

Can you please confirm once you have received the payments? So we can consider the case resolved. Additionally, I would like to point out the casino's statement above:

Further withdrawals won’t be possible after 23.01 if new ID is not provided.

This means you have to provide the new ID in order to have any further withdrawals approved.

Thank you.

Yes, the payments have arrived, incidentally on days when payments are supposedly not made....

It's a waste of my nerves to use such a casino-like creation.

Thanks for the help!

Dear Adicom,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru