The player from Brazil had her account blocked without further explanation. The player's account and the winnings have been restored.
FEZbet Casino - Player’s account has been blocked.
Amount: 850 R$
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
2 years ago
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2 years ago
Translation
I won 850.00 in this casino!!! A right of mine because I put my trust in them!! Now when I went to see about my serve!! I have been informed that my account will be deleted!! Since I can prove that I am the one who has my documents and I am not a fraud!!! Funny that they only informed me about this after I claimed the withdrawal they deleted my account!! I didn't receive any email talking about what happened if I didn't ask they wouldn't say anything!! I only want what is rightfully mine this casino is a fraud !!!
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2 years ago
Dear priethiagoo123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Have you received any successful withdrawals from this casino in the past? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it to petronela.k@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,
Petronela
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2 years ago
Translation
Hello how are you !?? It's not verified because they haven't asked for it yet and there's no way to attach the files there!!! I've been playing for 1 week! I only play slots this was yesterday I sent several emails and so far they haven't answered me!!! Detail if I didn't talk to the attendant they wouldn't have warned me anything!!! I have proof that I'm not a fraud I have documents for that!!! I won with the greatest difficulty and I just want what's mine that's just unfortunate
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2 years ago
Thank you very much, priethiagoo123, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) 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
Translation
They still haven't answered me. Nor given me a chance to defend !!! From showing my documents to making a video call via Skype!!! The casino guru site has to ban these types of casinos that don't pay and still make the customer a clown!!! Why the account was not blocked at the time I made the account +????? This is fraud beware
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2 years ago
Hi priethiagoo123,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask FEZbet Casino to join this conversation and share more information regarding the case.
Can you please provide any reasons why the player's account has been blocked?
Looking forward to hearing from you!
Best regards,
Tomas
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2 years ago
Translation
They don't respond! Not even my emails to this day have been answered!! I just wanted a defense chance to prove and show my documents!!!
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2 years ago
Dear all,
Thank you for reaching out.
We would like to inform you that the account has been closed for a suspicion of being a duplicate. The customer has a chance to provide the documents requested via email (the request was sent yesterday, on 31st of October). Once the documents are submitted, we will check them and evaluate the account.
Should you have any other questions, feel free to contact us.
Best regards,
FezBet.com
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2 years ago
Translation
Hello I sent yesterday.even my documents !! If you want even video call via Skype we can do it!!! I just want my consumer rights! If my account had this problem, why didn't they block it right away!??? We are in Brazil here and different culture here we use shared computers !!! We live in condos!!! But I have proof of all this! I'm waiting for a response from you! Thank you, I just want to be able to use the company's services again
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2 years ago
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Hello made bet I've been sending you emails with my documents for more than 10 days!! All emails are bouncing please provide me with a valid email thank you
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2 years ago
Dear FEZbet Casino,
Could you please provide the player with an email address to which the documents should be sent?
Thank you.
Kind regards,
Tomas
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2 years ago
Dear Customer,
Thank you for your message!
You can send the requested documents to kyc@fezbet.com or support@fezbet.com
Best regards,
FezBet.com
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2 years ago
Dear priethiagoo123,
Could you please confirm if you are able to send the required documents to the above-mentioned addresses?
Thank you.
Kind regards,
Tomas
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2 years ago
Translation
Hi, I've sent more than 20x! I have prints here the emails come back claiming that the email is invalid or is full !!! Do you have another email to send please I can't stand this situation anymore
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2 years ago
Dear priethiagoo123,
I'm not sure what might be the issue, but the email addresses are valid. I did test them, and both work.
Could you please provide us with a screenshot that shows the error messages you are getting?
Thank you.
Kind regards,
Tomas
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2 years ago
Dear FEZbet Casino,
Upon checking the player's screenshot, it really looks like she's not able to send you an email. Would be possible for the player to provide you with the required documents using a different method?
Please let us know what can be done.
Thank you very much.
Kind regards,
Tomas
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2 years ago
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Thank you Tomas for the competence but I think that unfortunately they are doing everything to make it difficult!! I will send it again
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2 years ago
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Documents sent again !!! It's already the 20th time!! If it's so difficult and simple just make a call via Skype!! And prove my identity
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2 years ago
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I got an email from them!! Claiming that mine is not valid as proof of Internet and telephone !!!! In force since 09/08/2011, state law 4082/2011 prohibits the requirement of documents, such as bills and invoices for proof of address with commercial or banking establishments. Public or Private Institutions.
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2 years ago
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I already sent! My documents, ID selfie, verified astropay account proof of residence Internet!! Now I sent the proof of energy!! I do not know what else to do
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2 years ago
Dear Customer,
Thank you for contacting us.
As we do not accept screenshots or scanned documents for verification, we would like to kindly ask you to send us the electricity bill either as a PDF file or as a photo taken by phone.
Best regards,
FezBet.com
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2 years ago
Dear priethiagoo123,
Could you please provide the casino with a photo of the electricity bill if you wouldn't have a PDF file?
Let us know.
Thank you.
Kind regards,
Tomas
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2 years ago
Translation
Hello!! I sent all my documents!! Electricity bill that I took from the site! Now I have to wait because I asked the electric company for a paper receipt !!!
I don't know what they want anymore
I already sent all my proof data! Bills !! Now I have to wait for the electric company
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2 years ago
Dear priethiagoo123,
Please, let us know once you have received the electricity bill so we can continue seeking a resolution.
Thank you.
Kind regards,
Tomas
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2 years ago
Dear priethiagoo123,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 years ago
Translation
Thomas just as requested in the emergency company! I'm waiting for a proof of my energy bill! Because until then they didn't accept my co.proofs online !! I sent my digital energy bill! I sent my phone bill! My selfie with my documents! My asrropay account verified !! I don't know what to do but I hope you understand and wait for this proof because I don't know what else to do
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2 years ago
Dear priethiagoo123,
Please don't worry. We'll be waiting for you until you get the electricity bill. Please leave a reply once you have it.
Kind regards,
Tomas
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2 years ago
Translation
Today I received my electricity bill by email again!! Nowadays they don't send bills via paper! I want to know why they don't accept
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2 years ago
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They are acting in bad faith!! They now asked me to send my documents on their website! Being that they even blocked my account for no reason!!
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2 years ago
Dear priethiagoo123,
Could you please advise if the electricity document received by email is either a message or a PDF document that could be downloaded?
Thank you.
Kind regards,
Tomas
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2 years ago
Translation
And yes ! In PDF like. they asked there's even the link directed to the website everything right
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2 years ago
Dear priethiagoo123,
Could you please send this PDF file to the casino's support via email and inform us once you have done it?
Thank you.
Kind regards,
Tomas
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2 years ago
Translation
I already sent it as soon as I received this email! But so far no response! They are doing everything to make the situation difficult.
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2 years ago
Dear FEZbet Casino,
Could you please advise if you have received the electricity bill document from the player as per your request in PDF format? If that is the case, could you please inform us about the result once the investigation is over?
Thank you very much.
Kind regards,
Tomas
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2 years ago
Translation
I don't know what else to do with this casino
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2 years ago
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Every hour it gets harder!! Now they told me that the address is wrong, it is just the house number that is changed, and I tried in several ways to change the number in the chat and they blocked my account!!! They are doing everything to keep my money !!! Where is the credibility of this bookmaker!??? I'm going to the end because I sent everything correctly and I have proof
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2 years ago
Good Afternoon,
Thank you for reaching out.
We would like to inform you that we are currently checking with you directly, regarding the address discrepancy in the document provided and what was stated during registration. We hope we can resolve this quickly
Best regards,
FezBet.com
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2 years ago
Translation
It's been more than a few days since I've given my documents and emails!! Even my correspondence I sent to you!! So you can be sure it's me who isn't a diaper! You haven't responded yet.
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2 years ago
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The 18th will be 2 months of this joke!!! Until today, they didn't answer me.
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2 years ago
Dear FEZbet Casino,
Could you please update us on the process of the investigation? As per your last response, you should be checking the information with the player directly.
Are there any developments?
Thank you.
Kind regards,
Tomas
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2 years ago
Dear all,
Thank you for your patience.
After checking the documents sent by the customer, we would like to inform you that the account shall remain closed as it is a duplicate. The documents were requested from the other connected account, but he failed to respond to our document request for 30 days.
Should you have any other questions, feel free to contact us.
Best regards,
FezBet.com
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2 years ago
Translation
How did I not answer !! I'm still waiting for a response from you!??? The claim has been open for more than 60 days !!! I have all the emails I sent and got no response!!! I sent all my documents I want to know why my account is duplicated!???? Since I have proof that I am the person on the account !!!! Why don't you answer me????
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2 years ago
Dear FEZbet Casino,
If we are talking about a breach of the casino's Terms and Conditions, specifically duplicate accounts, is the casino able to substantiate its decision with relevant evidence?
It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).
Thank you in advance for providing the information.
Kind regards,
Tomas
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2 years ago
Dear Tomas,
We would like to inform you that we have forwarded the evidence to your email.
Best regards,
FezBet.com
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2 years ago
Dear FEZbet Casino,
I can confirm I have received it. I'm now waiting for your response via email as I need a more detailed explanation. I will keep this complaint open until more details are provided and will make a final statement afterwards.
Thank you all for your cooperation.
Kind regards,
Tomas
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2 years ago
Dear Customer,
Thank you for your patience.
We would like to inform you that after an investigation on our part, we have decided to confirm your account status as verified. Your account is now open with the winnings restored on your balance. We appreciate your patience during this process.
Best regards,
FezBet.com
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2 years ago
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Oh my god I can't believe it!!! Thank you so much casino guru!! Without you I would never have made it Thank you very much
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2 years ago
Dear all,
Thank you very much for your cooperation. I believe this is a satisfactory result for all parties.
I will now mark the complaint as 'resolved' in our system.
priethiagoo123, 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
