The player from Germany had their account blocked and funds confiscated due to unsuccessful Skype call verification. We ended up rejecting the complaint because it was not justified.
FEZbet Casino - Player’s account has been blocked.
Amount: €5,100
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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3 years ago
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Opened an account at fezbet on October 31, 21 and deposited 55euro.
My bonus was 125% or 68.75
Won with 7 Euro combined bet with 5 games ... Profit 3148 €
I unlocked my bonus with 10 times the turnover.
I initiated the first payment on November 1st for € 300
Then another 300 and the last over 500.
I sent documents to fezbet ID card..driver license ... proof of address and screenshot of the bank account sent to fezbet for verification.
The company's live agent wrote to me that the 3 payout dates are after 17 days, everything that turned out to be a lie.
Then last week the next hammer .... fezbet wants a Skype call verification .. I made an appointment for today, November 22nd, 2021 with them ..
I talked to her for 10 minutes ... I didn't understand her because she had a strange accent ... I answered all questions so far ... After the call, my account was blocked on the grounds that I did not pass the test ....
But it was clear to me from the start that they didn't want to pay ..... were looking for a reason .... something dubious
Please help
Greetings Angie
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2 years ago
Dear Angie,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that the unsuccessful Skype call seems to be the only obstacle standing between you and your winnings? Have you recorded it by any chance? If yes, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
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Of course i was unsure because i had never done anything like that before ... no betting provider ever wanted a skype call verification ...... i felt like i had done something wrong and sat in a dock and had to justify why I felt I won .... you understand that ??? Because my feeling has suspected that something bad is coming .... intimidate and threaten to close an account ....... something is called a criminal and dubious
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2 years ago
Dear Angie,
Please allow me to ask you if I understand correctly that this complaint is sports betting related?
As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru. Please let me know how you would like to proceed.
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2 years ago
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I sent you an email ... with more information
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2 years ago
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I played sports betting as well as casino slots ... so I used the casino offer a lot ... played the game of netent twin spin can also send you screenshots of my winnings ..... which was strange again that this game was no longer available on the site after two weeks .....
On sports betting I was given a limit of 1 Euro in the casino I could easily play with larger stakes ... doesn't that seem strange to you? I already ... does that smell like fraud? I do!
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2 years ago
Thank you very much, Gio75, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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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2 years ago
Hi Angie,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite FEZbet Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
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Hi Peter
Fezbet refers to the fact that I disregarded the terms and conditions ...
As far as I can see, your account has been permanently closed in accordance with section 5 of our Terms and Conditions.A friendly reminder of the link to access it: https://fezbet.com/de/rules
and
Please refer to our General Terms and Conditions point 3.4, which states that the casino account should only be in your possession, so this is the final decision of management and is non-negotiable.
I owned 100 percent of the account ... I just played with it ... but my husband gave tips and we talked about a lot of sports bets and in the end it was my decision whether to bet on it or not.
Should my husband have opened an account with Fezbet too? Also contradicts the terms and conditions because only one household is allowed to have an account with Fezbet .... so you are in a bind and no matter what you do .... you are the lost one ... the terms and conditions are fraudulent
I think it is legitimate to communicate with your partner about betting events ...
Usually and with every betting provider that all the necessary documents are sufficient for verification .... I have over 15 years of experience with providers but that goes too far and I've never experienced anything like that.
I wish that you support me
Thanks very much
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2 years ago
Dear Customer and CasinoGuru,
Thank you for reaching out to us.
Taking into consideration that the customer had struggles with responding to the operator’s questions about the gaming activity without reading some notes and could not even explain the basketball rules for the events on which she was placing stakes during the whole time, we rightfully considered the Skype Call verification as failed based on all discrepancies.
Thereafter the gaming account has been closed and the deposit made on the website was returned in accordance with Terms and Conditions which were accepted upon registration:
3.4 You must not sell or transfer your account to any other person and you must not buy or acquire accounts of other persons. You agree that any attempt to do so shall be null and void and shall constitute a breach of these General Terms and Conditions. This restriction includes, however is not limited to, a full prohibition on the transfer of any assets of value of any kind, such as, however not limited to, ownership of accounts, winnings, deposits, bets, rights and/or claims in connection with these assets, legal, commercial or otherwise.
9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:
- immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;
- permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;
- void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account;
- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account.
We thank you for your time and your effort.
Regards,
Fezbet.com
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2 years ago
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Hello fezbet
These are not arguments but you want to find unreal reasons not to pay out my money. You want to deceive me.
I answered your question about the basketball rules ... there are two threesomes and fouls ... what else do you want?
And is it also in your terms and conditions that if you don't know the rules of a sports game you are not allowed to place bets on it? You're so ridiculous. Sports betting is a game of chance and I was lucky!
And yes, I had difficulties because I didn't understand your colleague well
I was intimidated and threatened by you and yes I took notes because I didn't know what you wanted from me ...
These are not reasons
My reasons are ..... that I made all my documents available to you and that is the fact that I also opened the account with you ..
I am me and you can't deny that ..
You deliberately did not want to pay out my money ... because you are not serious.
You are welcome to close my account if not then I would have done it after the payout .... in my eyes you are not professional but are only looking for victims who always pay in nicely and you enrich yourself ..
You don't get very far in life with threats and lies ... that's why you have bad reviews everywhere
There must be something to it when so many customers complain ... or
Warm greetings
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2 years ago
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Please note that the casino reserves the right to void all winnings and permanently close the account if the customer fails Skype call verification at the end of the specified time.
This is how you become intimidated and stir up fear with threats ...
And if you don't know the basketball rules, I don't have to answer them ... they are available on the internet at www.basketballrechte.de
Sports betting is a game of chance
You have no evidence at all ... nothing
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2 years ago
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And one more addition
Since I also played the Twin Spin slot from Netent a lot in the casino, the allegations are also illegal ... or do you also need a rule customer in the casino?
I do not think so
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2 years ago
Hi all,
Thank you for your replies.
Dear FEZbet Casino team,
I'd like to ask you some additional questions regarding the complaint. What was the original reason for making the verification call? Could you share the recording of the call with us? We can get the player to sign a Power of Attorney. Also, could you explain in more detail why the verification call failed? If you don't want to post this information here, you can send it by email to my email address: peter.m@casino.guru
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2 years ago
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What else occurred to me:
After playing on fezbet for about 2 weeks and my account had a balance between 6000 and 7000 EUR and I used all possible channels at Fezbet to advance my payouts and verification, they deleted all my betting activity and my casino activity ... I could, for example, mine Prize winnings with over 3000 euros can no longer be found in my history! got a betting limit of 1Eur and in the casino I could play slots with larger stakes .... then I played for about a week until I went down to 5100Euros ..... and in the last week I didn't play anything because I I wanted my 5100Euro ..... and then came the Skype call verification ... I also got an email from customer support in which 3 payment dates are given to me .... which have never been kept ... still have enough evidence .. ... because I saved everything ...
They do what they want with customers ... outrageous
MAINLY NOT PAYING OUT
Fezbet unfair casino and betting provider
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2 years ago
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Just look at the email correspondence with fezbet
That also came ... I say yes they have tried all possible ways to violate the terms and conditions
Please refrain from using services that encrypt your data, such as VPN or similar connections, as this violates our general terms and conditions. Please log into your game account with a different connection and device to confirm your IP address.
I also did it and therefore passed the test ..... I had to react to everything and cooperate
It makes you feel sick ... make your life hell because you wanted to have some luck and fun ...
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2 years ago
Thank you Angie for the update, let's see if the casino sends the video so that we can make some progress.
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2 years ago
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If I had something to hide I wouldn't fight for my rights like that .... I would prefer if I had never opened an account with fezbet .. I would have saved myself a lot of nerves and headaches .. I would probably have 5 years longer live ... I have a proud family and I don't need to be treated ....
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2 years ago
Dear all,
Thank you for reaching out!
We would like to inform you that the customer has signed the agreement to share the video recording with Peter and we have sent the email with the relevant information for your review.
Regards,
Fezbet.com
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2 years ago
Hi all,
Thank you for your emails and replies. I discussed the issue with our management. We looked at the recording of the video call and understand why the verification call wasn't successful in reference to questions about sports betting. Our suggestion is to cancel winnings from sports betting but pay the winnings from slots since the slots have nothing to do with any sports betting patterns.
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2 years ago
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Is that a betting pattern .... ??? 
or just luck?
It's like the lottery ..... you play 5 games and see how many of them you type CORRECTLY ....
Fezbet hope you are satisfied and happy since now ..... wish you a merry christmas😉
Edited
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2 years ago
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And thank you Peter and the Casino Guru for the support you are doing an amazing job ... I would never have thought that so many people have so many problems and difficulties with providers ... because I have never had problems in 15 years ... Respect you.....
I know for myself that everything is too much for me .... I have noticed that no matter how much right you have, the providers sit on the longer lever .... who search and search until you find something with which they can attack you before withdrawals ... probably especially those with a license in Curacao ... so from now on I will avoid these licenses ... It was a lesson to me from these sharks ...
You should be FAIR in life .... you can never give up and break always be a winner ..... like some providers ... I find that disgusting!
To the whole Guru team .... wish you a Merry Christmas and stay healthy ....
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2 years ago
Dear Peter,
Thank you for your input!
We would like to extend our gratitude towards showing your interest in the complaint raised by the player. We have gone through your received suggestion and want to inform you that the contribution to the winnings was predominantly made using a sportsbook, although the slots were also played between - it does not negate the fact that the Terms and Conditions were violated. Considering the above and guided by the rules, the winnings were deducted and the deposit was accordingly returned to the customer.
Thank you very much again for showing your interest and prompt attention to this complaint.
Regards,
Fezbet.com
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2 years ago
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Didn't expect anything else ...
Dealing with customers stinks to the sky .... regardless of losses ... black soul
They searched for a violation for 4 weeks by all means ......
I'm so disappointed that you can't put it into words ...
I hope good casino guru that you don't just accept that ..
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2 years ago
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Casino Guru Fair Play Codex
Point 8 is very interesting😉
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2 years ago
Dear Fezbet Casino team,
Thank you for your reply. Do you know how much exactly Angie earned playing purely the slots (no derived winnings from sports betting)? We are strongly convinced that she should get paid the winnings from slots since they have nothing to do with sports betting in general, with any sports betting patterns or knowledge of sports rules.
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2 years ago
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Dear Fezbet team
Your behavior is just impossible ...
What is your strategy ... how to get the money of strangers as quickly as possible?
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2 years ago
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To the FEzbet
I also compromise .....
Pay me half and we'll draw a line ...
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2 years ago
Dear Peter,
Thank you for your comments!
The thing is that all the winnings initially were achieved in the sports betting using the sports bonus likewise; hereafter when the player started playing casino games and was receiving the winnings in the slots, they all respectively were derived from the sports stakes winnings.
Despite this, we also provided you with the statistics of winnings to your email showing that the balance was based on sports winnings, as you requested. Although claiming the winning from slots here on forum the player thereby confirms our suspicions that somebody was using her gaming account and placing the stakes, and hence she confirms the breach of the Terms and Conditions. Therefore, we remain in the position that the player is not entitled to any winnings.
Kindly note that our decision is final and non-negotiable - we hope this clears the case for you too and wish you all the best for the future.
Regards,
Fezbet.com
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2 years ago
Dear Fezbet Casino team,
Thank you for the email and provided evidence.
Dear Angie,
I looked at your betting history and I'm afraid there is nothing we can do. All the winnings were indeed derived from sports bets and you initially took a sports bonus with the deposit. I was hoping you would at least have some winnings made purely on slots. However, this is not the case so we can't request any winnings from the casino. Unfortunately, your complaint will be rejected. If you disagree with our decision, I recommend turning to the casino's gaming authority (certria@gaminglicences.com). I wish I could be of more help.
Best regards,
Peter
