The player from Italy was accused of creating multiple accounts. She and her husband were playing from the same household.
I have the bill my husband and I said the bill is double
I had won 4000 euros
And asked for withdrawals of 500 euros each this was the maximum I managed to make 3 but collected none I played much more than I won
Ho il conto io e mio marito hanno detto che il conto e doppio
Io avevo vinto 4000 euro
E chiesto i prelievi di 500 euro l'uno questo era il massimo ne sono riuscito a fare 3 ma incassati nessuno ho giocato molto di piu di quanto vinto
Dear Enza,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. We would really like to help you, but could you please describe what happened in more detail? I am not quite sure I understand your issue.
Have you been accused of having multiple accounts?
Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or alternatively, post it here). Thank you in advance for your reply.
Bets regards,
Kristina
Dear Enza,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. We would really like to help you, but could you please describe what happened in more detail? I am not quite sure I understand your issue.
Have you been accused of having multiple accounts?
Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or alternatively, post it here). Thank you in advance for your reply.
Bets regards,
Kristina
I have not yet sent any emails, I spoke to the support and they told me that the account was closed because it was duplicated
I have a win of 4000 euros
I loaded even more of this win
I have an account and my husband too
But they said there's nothing more can be done and I'll get a meil from the finance department
Ancora non mi anno mandato alcuna mail ho parlato con il supporto e mi hanno riferito che il conto e stato chiuso perche duplicato
Io ho una vincita di 4000 euro
Ho caricato anche piu di questa vincita
Io ho un conto e anche mio marito
Ma hanno detto che non si puo fare piu niente e che ricevero una meil dal reparto finanziario
Enza, I checked the T&Cs (https://fezbet1.com/en/rules) and I found this:
"3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:
3.2.1 each action performed using a Duplicate Account is considered void;
3.2.2 any promotions that the Duplicate Account has participated in will be cancelled;
3.2.3 any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;
3.2.4 the Duplicate Account will be closed without an option to reopen it."
Since you and your husband both have accounts at FEZbet, the casino recognized your accounts as duplicates. Have you both passed the verification? Did you claim any bonuses?
Enza, I checked the T&Cs (https://fezbet1.com/en/rules) and I found this:
"3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:
3.2.1 each action performed using a Duplicate Account is considered void;
3.2.2 any promotions that the Duplicate Account has participated in will be cancelled;
3.2.3 any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;
3.2.4 the Duplicate Account will be closed without an option to reopen it."
Since you and your husband both have accounts at FEZbet, the casino recognized your accounts as duplicates. Have you both passed the verification? Did you claim any bonuses?
Unfortunately, after gathering all the necessary information we are rejecting this complaint. The only thing I can do for you is to recommend you is to stop creating accounts with your husband at the same casino, to avoid such situations. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
Unfortunately, after gathering all the necessary information we are rejecting this complaint. The only thing I can do for you is to recommend you is to stop creating accounts with your husband at the same casino, to avoid such situations. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
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