The player from Germany requested self-exclusion which he later decided to cancel. However, the casino later unexpectedly blocked his account due to gambling problems, while the player still had active balance. The issue was successfully resolved.
FEZbet Casino - Player's asking for a deposit refund.
Amount: €2,450
FEZbet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi, everyone,
I registered with the provider on 01/21/22. Within 3 days I gambled away around €3,000.00. So far so good. On 1/24/22 I emailed asking for a self-exclusion for gambling addiction. My betting account was not closed by 01/26/22. On 01/26/22 I contacted customer service via chat and asked whether my self-ban due to gambling addiction could be ignored and whether I could continue to use my betting account. After a waiting time of almost 25 minutes (because the specialist department had to be consulted), I was confirmed that I could continue betting and that I could use my betting account for deposits and withdrawals. I was also offered a free bet for EUR 150.00, which I gratefully accepted. Within 24 hours I deposited €2,450.00 and on January 27, 2022 (5:40 p.m.) I still had a balance of €972.00 in my betting account when it was spontaneously closed because I asked for self-exclusion myself and sorry to hear about my situation (gambling addiction). Of course, it is strange why I was confirmed on January 26th, 2022 that I could continue to use my account and after a deposit of €2450.00 within 24 hours, it was closed after all, let alone that I was at this time still had a balance of €972.00 on the account. I have now written to support@fezbet.com and complaints@araxiodevelopmentnv.com, with the request for a refund of a sum of 2450.00 € (of course my request does not concern the 3000.00 €, which I lost the days before) because I the continued use of my betting account was confirmed on 01/26/22 and my betting account was not converted within 24 hours after my request for a self-exclusion (this is what it says on the homepage of the provider Fezbet).
Is it possible to support me with my request?
Automatic translation:
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2 years ago
Hello YasH,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please forward me your self-exclusion requests?
Also, please send me all the relevant communication between you and the casino, so we can gather as much information as possible. My email address is kristina.s@casino.guru. Alternatively, you can post it here.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Thank you very much YasH for your emails. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello YasH,
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
Dear Peter,
Thank you for reaching out!
Be informed that the complaint with the customer is in the process of settlement. Tomorrow the case will be fully settled with the last payment and we would like to ask YasH to confirm that he has no more claims. Once again we apologise for any inconveniences with the occurred!
Should you have any questions do not hesitate to contact us!
Kind regards,
Fezbet.com
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2 years ago
Translation
Hi Peter,
Hello FEZbet Casino,
I can currently (as of February 10, 2022) confirm that my request is being processed by the casino.
After a complete receipt of payment I will contact you here again and of course inform you that my complaint has been settled.
However, I will not communicate this information until full payment has actually been made.
Thanks and best regards
YasH
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2 years ago
Translation
Dear Peter,
Dear Sirs and Madames,
I can confirm that the casino has completed the processing of my request and I have no further claims against FEZbet Casino.
So, as of today, my complaint has been resolved.
Thank you to everyone involved and best regards
YasH
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2 years ago
Thank you YasH for the update.
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
