FEZbet Casino - Player's withdrawal has been delayed due to VPN-related verification.

I've made withdrawals previously, whereupon I was asked for statements from my Neteller, Ecopaz, and credit card accounts, along with my ID with selfie. Everything was verified, but now I'm being told to open an account without a VPN, which is impossible (or at least I don't know how) and despite all the previous steps showing up as green (verified), it says I need to verify my account. Since December 8, I've had a 200 euro withdrawal pending but it hasn't reached my Ecopaz account yet either (bearing in mind previous withdrawals have been processed just fine). Dear CASINOGURU, can you provide any glimmer of hope in this situation?

PS: I live in Colombia, and it's impossible to access the site without a VPN

Dear Cesitar1989,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with FEZbet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify why the casino requests you stop using VPN? Do you have any communication with an explanation from customer support? If so, please forward it to veronika.l@casino.guru.

Could you please advise what country you chose as your country of residence when you opened the casino account?

Do I understand correctly that you made several previous withdrawals from this casino before?

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

Best regards

Veronika

I don't know why the casino asks me to enter without VNP (in my country there is an expression that says "fishing in a troubled river") they have no more excuses than that to keep the 531.7 Euros, the first trick they used was to reduce the amount I I could bet a maximum of 10 Euros.

I should clarify that although it used VNP, I have been careful to use my country Colombia in this one, in other words, I do not use any country other than Colombia in the VNP.

I don't know any other way (I've tried to do it) to enter without VNP and it has been impossible

The country that I entered as my residence was Colombia, it can be corroborated with the code that I put in my cell phone number and the postal code, in addition to putting CO in the country that is the abbreviation of Colombia and the city Neiva, which is where I currently reside.

I have made several deposits and withdrawals before without any problems.

I am convinced that FEZBET, with its pool of advisors, are doing an unethical practice to exclude me from their casino and keep the money.

Thank you for your emails. The casino informed you that the usage of VPN was prohibited. Could you please confirm if the personal information on the documents you sent to the casino for verification shows Colombia as your country of residence? Are you originally from Colombia? Do you live there? Please forward the identity documents you sent to the casino to veronika.l@casino.guru. Thank you.

The Casino never informed me that the use of VNP was prohibited, they are just telling me now. (Enter the account without VPN, to complete the verification process, something IMPOSSIBLE).

Veronika I am going to send you a copy of my identity documents, it says at the top "REPUBLIC OF COLOMBIA" and shows my Department or State where I was born and its respective city.

I live in Colombia.

PS: They also asked me for a selfie with a document in hand (all well verified).

Could you please clarify what you mean by saying you can't access the casino website without a VPN? Do I understand correctly that you are currently located in Colombia but you use a VPN with the country set to Colombia as well?

If I access the page with normal internet service, I cannot access the Casino page.

If I use the VPN, can I access the casino page in question?

This happens with other houses like PINNACLE, 1BET, 1XBET, and there have been no problems, I don't know why FEZBET is so closed to this situation.

Thank you very much, Cesitar1989, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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 in the near future.

Hello, Cesitar1989!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

video link, I try to be more explicit.

I want to ask a question: what about the other players from Colombia and residents of this country, do they have this same problem?

https://s21.aconvert.com/convert/p3r68-cdx67/v50b5-4xij4.mp4

Cesitar1989, unfortuantely, I cannot answer your question. For now, we have 3 more open complaint with the Fezbet Casino, and none of them are from players from Colombia.

Dear Customer,

Thank you for reaching out.

Could you please send us a screenshot of the message you receive when trying to access the website without VPN? We sent you an email to which you can reply with the screenshot. Thank you in advance.

Best regards,

FEZbet.com

I had previously sent a video, but I see that it doesn't take long to load on the web, I don't know if Pavel managed to see it.

I send what you ask for

and when I use VPN (I repeat as Colombia location)

enter normally

Pavel, Fezbet asked me for an additional document to buy my residence, (I sent a home gas bill, it shows the address registered in Fezbet).

I will send this receipt to your email pavel.k@casino.guru

Dear Customer,

Thank you for your reply.

There have been no complaints from other customers from Colombia about website accessibility, and after testing with a VPN, the website is accessible.

Could you please advise why do you have to you use VPN with Colombia location? Are you currently located in Colombia?

Thank you for uploading proof of address, it has been forwarded to be checked by the relevant department.

Best regards,

FEZbet.com

Good morning

With the response from Casino Fezbet, several questions arose. Seeing that other users from Colombia had no problems logging in, I decided to log in with another internet service and realized that I log in normally.

After talking to my internet service operator for a long time, they gave me a solution and now I can log in without a VPN, without any problem.

As I said in some messages ago, I am Colombian and I also live in Colombia.

Cesitar1989, I suppose, we can declare your issue resolved? Or would you like to have us keep this complaint open until you receive your remaining withdrawals?

Pavel, it's not resolved yet

I would like to wait until I receive the withdrawal and know if they are going to remove the limitation of only betting €10.

FEZBET is still verifying the invoice I sent.

Okay, let us know when your invoice will be verified and you will receive your withdrawal!

Pavel, in advance my most sincere thanks

My account has already been verified, and I have already received the payment for the pending withdrawal, thank you Pável and Veronika for your great help and each of the CASINO GURU team is very knowledgeable on the subject.

Solved the problem!!! 👍 😊

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Cesitar1989, 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,

Pavel K

Casino.Guru