The player from Greece made a withdrawal 4 days ago and received inconsistent information from the casino's chat support, with no progress despite being told the process was in the final stage. Verification had not yet been requested. We advised the player to wait up to 14 days for the withdrawal process to complete. The player confirmed the issue was resolved within the extended timeframe, and the complaint was closed as resolved.
FEZbet Casino - Player’s withdrawal has been delayed.
Amount: €400
FEZbet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Translation
I made a withdrawal 4 days ago, and in our chat, I'm being told inconsistent things. I'm constantly being told to be patient and that my withdrawal is in the final stage, but no one seems to be able to help, and they haven't even requested verification yet.
Automatic translation:
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5 months ago
Dear Despina,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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5 months ago
Translation
I haven't been asked for verification yet and I don't have anywhere to upload documents. I'm still waiting
Automatic translation:
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5 months ago
I fully understand your frustration, Despina. However, I will set the timer for additional 6 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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4 months ago
Dear Despina,
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.
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4 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Despina, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
