The player from Australia won $15,000 from a $3,000 bonus buy in the game Hip Hop Pop, but the win is stuck displaying a message the results of the game round need to be checked. Despite sending five emails and contacting support, the issue remains unresolved.
FEZbet Casino - Player's winnings are delayed due to verification issues.
Amount: A$15,000
FEZbet Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 22h 53m 54s
Case summary
1 hour ago
Public
Public
10 hours ago
Whilst playing hip hop pop I won $15,000 off a $3000 bonus buy. A message came up saying win needed to be verified and to contact support. The game seems to be stuck on this as when I go in it asks if I want to restore my game and it will replay my spins and my win and then this message will come up again.
I have emailed 5 times about this since Friday and contacted support and nothing is being done about it. It is very frustrating
Public
Public
4 hours ago
Dear Anna-Chlo,
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.
- Do I understand correctly there is no active promotion on your account currently?
- Could you please share your attempts to contact the casino regarding the issue?
- My email is tomas@casino.guru
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
Casino Guru is examining the case
