The player from Germany has been waiting for his withdrawal for over 2 weeks. After the player received part of his winnings successfully, he decided he would like to close the complaint.
FEZbet Casino - Player’s withdrawal has been delayed.
Amount: €3,000
FEZbet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
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Ladies and gentlemen,
I have had three open withdrawals of 1000 euros each for more than two weeks. For more than a week, the finance department has allegedly been checking my driver's license, which I submitted.
It's absolutely inexplicable why it takes more than a week to review a document, thereby delaying the processing of withdrawals.
In addition, you get no reliable information from either customer service or mail support.
So I'm asking you to address the issue for me.
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2 years ago
Dear Florian,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Do I understand correctly that verifying your driver's license seems to be the only obstacle standing between you and your winnings? Have you ever made any successful withdrawals before?
Please, forward any relevant communication between you and the casino to kristina.s@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hello Kristina,
I understand that the KYC procedure is very important.
That's why I sent my identity card, a bank statement and a utility bill to Fezbet a good 10 days ago.
I then later got a message that I should submit an ID card that is valid for more than the next 6 months. So the fact is that my currently valid ID card, which expires on 06/30/2022, was not accepted. I find it very strange that a valid ID document is not recognised.
But then I also sent my driver's license, which is valid indefinitely. However, I've been waiting for this review for almost a week.
Three payouts have already been made before the KYC process was started by the casino. I am happy to provide my documents.
However, I expect a timely check and then the payment of my money.
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2 years ago
Thank you very much for your reply and email, Florian. Unfortunately, both the verification and withdrawal processes can take a few business days to complete. In this case, I would recommend that we wait for at least one more week to give the casino enough time to move things forward. I will set the timer for additional 7 days, and if there is no development within this time frame, we will intervene. Please, keep us updated in the meantime.
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2 years ago
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Many thanks for the quick response. Thats alright. If something happens within this time, I will contact them.
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2 years ago
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You can close the complaint for now. However, I reserve the right to reactivate it should problems arise again in the future. Thanks for your support!
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2 years ago
Do I understand correctly that you have already received your winnings? Has the issue been resolved?
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2 years ago
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I didn't receive all the winnings, but at least I got the information that the money should arrive in 3-5 days. Therefore the problem is solved for the time being and the complaint can be closed. Thanks!
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2 years ago
Even though I would recommend closing this complaint only after you receive all your winnings, we cannot force you to do so, therefore I will mark it as resolved as per your request. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
