The player from Germany had been accused of opening multiple accounts after requesting a withdrawal and only his last deposit was returned to him. The complaint was resolved. The casino did not specify the reason for accusing the player of creating multiple accounts, however, the player later received the full amount originally requested.
FEZbet Casino - Player has been accused of opening multiple accounts.
Amount: €330
FEZbet Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello, I registered with Fezbet on February 25th and made a total of 4 deposits (3 at € 100 and one at € 70).
On Sunday, February 28th, I requested a payment of € 400 (see screenshot).
On Tuesday the 2nd of March I got an email that my account was blocked because of an alleged double account. And I only get the last deposit of € 70 refunded.
I only registered once. I sent an email with my detailed verification data in response (I hadn't done that before) and thought that this would fix the problem.
Then two different employees confirmed to me in the chat on March 3rd and 4th that the remaining € 330 would be transferred to me (see screenshots).
But instead of the promised confirmation email, I got the same email as at the beginning (closure due to alleged double accounts).
And now it is all of a sudden that my account will remain closed and it will stay at 70 €.
Then why does one become two! times confirmed in the chat that the 330 € were paid out.
I feel very pissed off. 
Automatic translation:
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3 years ago
Dear Tjorven,
Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m very sorry to hear about your problem.
We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbours has opened an account from the same IP address or device as yours? Were your winnings accumulated with or without an active bonus?
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,
Petronela
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3 years ago
Translation
Hello Petronela,
I can assure you with a clear conscience that nobody in my neighborhood, my friends or family has signed up for this casino from my device or under my name.
I myself registered once from my mobile phone and from my laptop because the casino told me that a popup window would open when paying out and that it would not work on the Habdy ... but that cannot be the exclusion criterion !
No. The winnings were not achieved with the help of a bonus. A bonus was active for a short time but with the withdrawal request for € 400 I canceled it and the bonus balance was withdrawn.
If you have any further questions, please do not hesitate to contact us and thank you very much for your help!
Automatic translation:
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3 years ago
Thank you very much, Tjorven, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Translation
Many thanks for your help. I hope that too!
Automatic translation:
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3 years ago
Dear Tjorven,
I have looked at your complaint and I understand the situation. I will try my best to resolve your case.
I would like to invite FEZbet Casino to this conversation.
Dear FEZbet Casino,
Could you please provide a detailed explanation of the situation? In addition, please forward any relevant evidence supporting your claims to my e-mail address andrej.p@casino.guru.
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3 years ago
Translation
Today I was confirmed again in the chat that I will receive the 330 € in the next few days. I am very confused about the whole situation as I never get any official confirmation either.
Many greetings
Thanks for taking care!
Automatic translation:
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3 years ago
Dear Player,
Please excuse us for the belated reply!
We would like to inform you that the 330 EUR will be paid to you today.
Please note that it may take between 3-5 business days until the funds reach you.
Best regards,
Fezbet.com Team
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3 years ago
Thank you, FEZbet Casino, for informing us.
Dear Tjorven,
I’m setting the timer for 10 days. I’d like to kindly ask you to let us know once you’ve received the payment or if there are any other new developments in regards to your complaint.
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3 years ago
Translation
Hello Andrej,
i received the money today! Thank you for taking care!
Automatic translation:
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3 years ago
Thank you, Tjorven, for confirming and for using the Casino Guru complaint resolution center. We’re glad to hear that you’ve received your funds. We will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Andrej, Casino.guru
