HomeComplaintsFEZbet Casino - Player’s account has been blocked.

FEZbet Casino - Player’s account has been blocked.

Amount: €5,500

FEZbet Casino
Safety Index:Very high
Submitted: 24 Aug 2021 | Case closed : 09 Sep 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Germany had his account blocked without further explanation. We rejected the complaint because the player didn't respond to our messages and questions.

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3 years ago
Translation

Hello, I deposited a total of 6000e at Fezbet Casino within 2 days. Then with the last deposit (2000e) I played up to 5500e again (casino and football betting) when I wanted to log into my player account the next morning, the message my account was blocked! I then contacted the support several times, they always say something else. Some say my money has already been paid out. And also not why my account was banned. I'm really desperate at the moment because I've never had anything like this. I am sure that I have not made a mistake like double account or something like that. It would be great if you could help me. Mfg Tim Otto

Automatic translation:
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3 years ago

Dear Tim,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. We consider this practice ok as long as the casino paid out all the winnings and no funds are being held.

Would you be so kind and clarify when exactly you were informed that the remaining balance was paid out?

Thank you in advance for your reply and understanding.

Best regards,

Kristina

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3 years ago
Translation

On Friday the 20th of August 21st I was informed for the first time that I no longer had any active credit because it had already been paid out! When I asked several times when I received my payment, I kept getting different statements (it has already been paid back, you will be informed by KYZ by email, you will get your money paid out in pieces), so everyone says something different. Yesterday I received a payout of 1000e. However, there is still a remaining balance of 4500e. When I asked when I would get the rest, there was no more reaction. The live chat is also no longer available for me (allegedly wrong player name) I can also show you various emails and chat histories where it is written that my credit will be paid out.

Automatic translation:
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3 years ago

Thank you for your reply. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals.

Let's give it a few more days, and if there is no development, we will intervene. I will set the timer for additional 7 days. Please, keep us updated and let us know if there is anything new in the meantime.

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3 years ago

Dear Sterlet1701,

Has there been any news? Have you received the remaining balance? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

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3 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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