The player from Italy had a withdrawal of €800, which had been canceled and credited back into the game account without any communication. Upon contacting the support chat, he had been informed of a problem with the payment provider and had been asked to make a new withdrawal request. The player then attempted to receive the withdrawal through bank transfer. We had allowed the casino two weeks to process the payment. After this period, the player confirmed that he had received the payment. The issue had been successfully resolved and the complaint had been closed in our system.
FEZbet Casino - Player is met with withdrawal hiccups.
Amount: €800
FEZbet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
Translation
Hello, I made a withdrawal of €800 to the credit card that I used for depositing on 02.04. Yesterday, on 05.04, I noticed the same amount was re-credited into my game account and the withdrawal was canceled, without receiving any communication. I messaged the chat support and was informed that there was a problem with their payment provider, and I was asked to make the withdrawal request again.
Last night, I put in a new withdrawal request, this time directly to my bank account via bank transfer, with the hope that there won't be any obstacles this time.
Will I receive my money soon? The chat service often responds the same way with standard phrases, so I want to be certain that eventually, the money will be sent to my account without any hiccups.
Thank you
Automatic translation:
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8 months ago
Dear marcozucc82,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings?
- Was your account verified successfully in the past?
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
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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8 months ago
Translation
No one has ever sent me any communication...
Not even on alternative methods, I was just told via chat to make a second withdrawal attempt
Automatic translation:
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8 months ago
I fully understand your frustration, marcozucc82. However, I will set the timer for additional 8 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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8 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, marcozucc82, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
