The player from Germany had his account closed and deposit refunded after unsuccessful KYC verification.
FEZbet Casino - Player’s account has been closed.
Amount: €190
FEZbet Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
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Hello, I registered with fezbet about 3 weeks ago and deposited via paysafecard and won a few hundred euros and wanted to have 190 euros pay out in the end. Later I tried to deposit with neteller separately so that I can use it to withdraw, but my neteller payment was probably not available for my country (I HAVE NEVER HAVE HAVE HAVE BEEN) then I had to submit all the documents so that my bank account could be paid out, A few days later I was supposed to send a selfie with my ID and the casino page in the background, which I did last Wednesday. Because of that, I often asked what my payout was doing and was always put off yesterday I was even told in the chat that my payout for the 23.9 is planned today I asked again because no confirmation came. Furthermore, in the last 7 days I have received 3 emails where my payment is being processed. I have just received this email here and cannot log into my account.
Your account has not passed verification and has been closed.
The casino administration has decided to close your gaming account according to our terms and conditions:
8.6 If there is any suspicion of fraud in playing the game or in the event of a recall or dispute, the Casino reserves the right to block any amount of your balance that exceeds the original balance and, if necessary, to contact the relevant authorities, to collect the outstanding debt.
The amount of your last deposit will be refunded to your account within the next 3 working days.
The decision is final and non-negotiable.
Best regards
Finance department Fezbet.com
I've been playing for years and have never had problems and signed up there as casino guru gave a good rating and thought nothing could go wrong.
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4 years ago
Dear Alexander,
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. Have you activated any promotional offer when depositing funds into your account? Are you aware of failing in providing any requested personal documents needed for the account verification? Do I understand it correctly that you have never received any partial withdrawal?
If there’s any additional relevant communication, 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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4 years ago
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Hello,
I have just sent a mail and many replies from Fezbet.
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4 years ago
Dear Alexander,
Thank you very much for your quick reply and for forwarding all the relevant communication and screenshots. I checked all the emails, and I found out that casino has requested a specific selfie. I understand that you have provided a few, unfortunately, none of them fit the requested format.
Could you please confirm that your account has been blocked now? How much was your refunded deposit and have you received it already?
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4 years ago
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Yes, the selfie I submitted was never criticized. ABOVE ALL THAT'S MORE than difficult to do alone as they wanted to. My payout that I requested was 190 see emails that I forwarded. And the best thing is there it was always like in my desired way, so account was paid out and yesterday the nothing my account was closed see mail.
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4 years ago
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I just remembered that you want to pay off my 40 deposit and not the rest and only wanted my bank details and the selfie was not criticized
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4 years ago
I'm sorry, Alexander, but it is not clear to me if you have received your refunded deposit of €40 or not yet?
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4 years ago
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No, I not only have an e-mail that the money will be paid out just like the 190 before but my account was blocked. I have not received anything except all the mail that you have
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4 years ago
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And they supposedly want to pay out because this amount corresponds to my deposit
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4 years ago
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Today I received the mail that my 40 euro that I had paid in was successfully processed for payment and will be in my account in 3-5 working days. Nevertheless, my account is blocked and the other 150 euros that I had won were withheld
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4 years ago
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Is there anything else going on here?
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4 years ago
Thank you very much, Alexander, 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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4 years ago
Hi Alexander,
I looked at your case and emails and understand the problem. I will contact the casino and see if I can help.
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4 years ago
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Hello howled were my 40 that I had paid into my bank account, but the 140 that are not missing, because my account was simply closed.
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4 years ago
Thank you Alexander for the update. We would like to ask the FEZbet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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4 years ago
Dear Alexander,
I was provided evidence by the casino suggesting that you registered several accounts using the same email address but different names across the group of the casinos. This is the reason why your account was closed. Since the deposit was refunded, there is nothing I can do for you. When you sign up to a casino, you have to always use the correct personal information for the registration.
Best regards,
Peter
