FEZbet Casino - Player's account was blocked.

Hi

cash out 3 weeks ago… they still didn’t give me my money. Now they closed the account. Plz help

Thanks

ilan

Dear pay4hw,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with FEZbet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• Was there any remaining balance on your account besides the ongoing withdrawal?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Thomas

i was a player in this casino for approx 1 month between January and February

after trying to cash out everything a few times it kept saying your withdrawl is pending (3weeks later)

I tried logging in about 2 weeks ago and it was disabled . With no explanation.

the total amount is about $2600…

thank you

ilan

What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)

Did you achieve your current balance with or without an active bonus? 

Did the casino provide any explanation about the blocking of your account or about the withdrawal request not being processed? If there is any communication between you and the casino (chat transcripts, emails) please forward it to my email at tomas@casino.guru

Hi yes I played slots and live games

I achieved it without bonus

no they didn’t provide any explanation. I just read a lot of bad reviews about this company . very frustrating , I have kids I can’t feed because I can’t have my money.

thanks

ilan

Thank you very much, pay4hw, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi pay4hw,

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

Dear Ilan,

Thank you for reaching out!

We would like to let you know that we are acting strictly in accordance with our Terms & Conditions, which you have agreed with, upon creating the account.

Please consider the following articles from T&C:

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

In regards to the balance, remaining on your account, we are doing our best to pay back the amount in question as soon as possible. Thank you for your patience and understanding!

Best regards,

Fezbet.com Customer Support

Dear pay4hw,

We cannot influence the casino's statement above. If they have decided to close your account, it's in accordance with their T&Cs.

However, could you please update us once you receive the remaining funds from your account balance?

Thank you.

Kind regards,

Tomas

Hi

its been over 2 months and they are saying the same thing over and over. To deposit it takes 30 seconds, why does it take months (and still waiting) to receive the balance?

thanks

ilan

Hi pay4hw,

I understand that waiting for the payments might be frustrating, but we don't have any options to speed up these processes.

I believe that it won't take any longer, though. Please let me know once the payment arrives.

Thank you.

Kind regards,

Tomas

Ok Thomas will let you know. But it’s been 3 months now, (it takes 30 seconds to deposit..)

thank you

ilan

Hello pay4hw,

Are there any updates regarding the payment? Thank you.

Kind regards,

Tomas

Hi Tomas

no there is no update and no email from them. Nothing.

Thanks

ilan

Dear FEZbet Casino,

Can you please provide an update on the status of the payment?

Thank you.

Kind regards,

Tomas

Thank you, FEZbet Casino, for the information.

Dear pay4hw,

Can you please follow the casino's instructions and provide them with the requested documents?

Please let me know once you do so, thank you.

Kind regards,

Tomas

Dear pay4hw,

Could you please check your spam folder as well? If there is indeed no email received from the casino, I will ask them to send it again to you.

Let me know. Thank you.

Kind regards,

Tomas

i have responded to Fezbet request and provided all the information they have asked for. Just going to wait for them to respond now.

thank you

ilan

Thank you, pay4hw, for updating us.

Dear FEZbet Casino,

Can you please confirm once you have verified the player's documents and once you have processed the payment?

Thank you.

Kind regards,

Tomas

Dear Ilan and CasinoGuru,

We have noticed that the email, initially provided by the customer in the account contained a typo.

Our team has, since then, noticed the typo, and provided the verification details to the correct email address.

We are currently continuing the communication via the email.

Please see the newest email with the request for additional documents.

We thank you in advance.

Best regards,

FezBet.com

Dear pay4hw,

Could you please update us once you provide the casino with the additional documents requested?

Thank you.

Kind regards,

Tomas

Hi

yes I have responded, they have asked for the bic/swift code. I have never been asked that before and not sure exactly what that is ,

I provided them 2 bank documents . Hopefully this helps.

thanks

ilan

Dear FEZbet Casino,

Is the document provided by the player sufficient to proceed with the payment?

Thank you.

Kind regards,

Tomas

Dear Ilan,

Please note that we do require the BIC/SWIFT code to proceed with the transaction, of which you have been informed in our email thread. Feel free to reach out to your bank's support team to obtain the needed information. 

We are awaiting your return.

Sincerely,

FezBet Customer Support

Dear pay4hw,

Can you please ask your bank to provide you with BIC/SWIFT code? In general, this is common information, and I have no doubts that your bank will have any problems with that. I believe you can even google it yourself, just search for your bank's name and BIC/SWIFT code. I hope it helps.

Please let me know once you provide the casino with the requested information. Thank you.

Kind regards,

Tomas

Hi

I sent the swift code about 5 days ago, waiting for their reply.

thanks

Dear FEZbet Casino,

Can you please confirm if you have received the BIC/SWIFT code from the player so you can proceed with the transaction?

Thank you.

Kind regards,

Tomas

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Ilan,

We thank you for providing us with the requested information.

It was enough for us to schedule the manual withdrawal of your remaining balance. It should reach your account in the nearest time.

We hope this resolves the case.

Best regards,

FezBet Customer support

Dear FEZbet Casino, thank you for the information.

pay4hw, can you please update us once you have received the payment? So we can close this complaint as resolved.

Thank you.

Kind regards,

Tomas

Hi NO I have not received it yet. This is very frustrating.

thanks

Ilan

Dear pay4hw,

Thank you for updating us. I will now extend the timer again, and I genuinely believe you receive the funds until it's expired. Please let us know of any developments.

Kind regards,

Tomas

Hi

no I didn’t receive any money.

ilan

Dear FEZbet Casino,

Could you please update us on the status of the payment? Have you already made the transaction?

Thank you.

Kind regards,

Tomas

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We would kindly ask you for an extension of the time given to provide the reply, as we are still investigating the matter with the involved parties.

Thank you for understanding,

Best regards,

Fezbet.com Customer Support

Dear FEZbet Casino,

I thought you had already scheduled the payment as per your previous notice. Of course, I can extend the timer again, but could you please clarify what investigation has occurred?

Thank you.

Kind regards,

Tomas

Dear all,

We are currently waiting for the payment provider to provide us with the proof of transaction, which can be used by the customer to investigate the transaction from their side. 

The payment was executed by us as indicated above. We will do our best to provide the proof of transaction as soon as we can.

Thank you for understanding, 

FezBet Administration

Dear FEZbet Casino,

Thank you for the information and your cooperation. I'm now extending the timer by another 7 days.

Please keep us updated on any developments.

Kind regards,

Tomas

Dear all,

Please be informed that we have provided the screenshot with the transaction confirmation and the ARN code to the customer. Please find it in the email under the subject "Withdrawal confirmation". 

We encourage you to check the transaction with your bank.

We hope this helps resolve the case. 

Best regards,

FezBet Customer Support

Dear pay4hw,

Can you please check the transaction with your bank, providing them with the ARN code? Please us know if you have been able to locate the payment afterwards.

Thank you.

Kind regards,

Tomas

Dear pay4hw,

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.

Hi

i just came back from the bank they said they don’t see anything in my account from this transfer. I told them to look at the ARN code they said they can’t track a code that comes from a different bank. Please check it in your end , which bank is it? You will see that nothing went through. Please send it by e transfer as other sites do to my email at pay4hw@gmail.com

thanks

ilan

Dear FEZbet Casino,

Can you please provide us with proof of the transaction? You can send it to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear pay4hw,

I have received evidence that confirms the transaction was made on July 10th, 2023. If you claim that you have not received any funds from the casino yet, I kindly request that you provide me with your bank statements for the months of July and August.

Here is my email address: tomas.k@casino.guru

I need to see if you indeed haven't received any payment so that we can investigate further.

Thank you.

Kind regards,

Tomas

Hi,

i sent the email, please take a look. Nothing has been sent.

Thanks

ilan

Dear pay4hw,

I have reviewed your bank statements and it appears that you received the payment. Could you please verify if that is correct by checking my email?

Thank you.

Kind regards,

Tomas

Dear pay4hw,

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.

Hi I received my funds , it took 6 months of blood sweat and tears but we did it casino guru . Thank you!!

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, pay4hw, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Tomas