The player's withdrawal is delayed for over a month. The delay was caused by the payment processing company, however it was resolved in the matter of days and the player received his winnings.
FEZbet Casino - The player's withdrawal is delayed.
Amount: €1,050
FEZbet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hi there,
I have successfully verified myself at fezbet. There have also been payouts in the past. The following payouts are now open:
10/21/21: 200 euros
04/11/21: 500 euros
11/15/21: 350 euros
The first two were successfully processed according to the confirmation email from Fezbet and the payment would be made.
The contact via live chat repeatedly resulted in different statements. Once something would be paid for, then again that there would be problems with their payment provider or that bank transfer would take 4-5 days. Again and again one is held up. The first two confirmed payouts are still on "Processing" in the account. I have to say that the winnings were made through football betting and I still hope for help because I don't know what to do next.
Automatic translation:
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3 years ago
Hello florianweberfw,
Thank you very much for submitting your complaint and I'm sorry to hear about your issue with FEZbet Casino.
Allow me to ask you a few more question before we would move forward.
Could you please specify since when is your account verified? Did you use any bonus to accumulate your current winnings? What payment method did you use to request the withdrawal?
Please note in advance that we mostly do only casino related issues and not sport betting as we are now qualified enough if it would be a more complicated case. However, if it is purely only withdrawal related, we might be able to help you out.
Looking forward to your answer.
Regards,
Nick
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3 years ago
Translation
Hello Nick,
Thank you for the quick feedback and help.
The account should have been verified in early 2021. Had already made and received various payouts. Also via the same payout method by bank transfer as they are now open.
No bonus was used. The deposit was also made by bank transfer from the same account.
Today I received the confirmation for the third and final payment (November 15th, 21st) by email. Just as an update. So far, no money has come.
Addendum: In addition to today's confirmed processing, there was the cancellation with the following text:
"We would like to inform you that your withdrawal request of 350EUR to the bank has been declined by the payment provider.
Please make a new withdrawal attempt using the same payment method and we will try to process it as soon as possible. "
Many greetings
Florian
Edited
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3 years ago
Thank you Florian for the additional information. I will now forward your complaint to my colleague Martin who will be assisting you from now on.
Wish you best luck in resolving it.
Regards,
Nick
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3 years ago
Hello Florian!
From now on, I will take care of your complaint. I would like to invite representatives of FEZbet Casino into this complaint in order to provide us with an explanation and help us resolve the withdrawal issue.
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3 years ago
Dear Customer,
Thank you for reaching out!
We appreciate you making us aware of your concerns.
Rest assured that we are striving to process all the payments as fast as possible, however, certain aspects are outside of our control, as it has occurred in your case.
In your instance, the withdrawals were processed from our side properly. However, the payments have been delayed on the side of the processing company. We reached the payment provider to require the explanation and have sent you an email detailing further instructions for the quick finalising of the previous withdrawals and fast processing of the pending transaction.
We hope for your understanding and quick cooperation to solve this issue.
Should you have any questions or concerns, please feel free to contact us at any time.
Best wishes,
Fezbet.com
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3 years ago
Translation
Good evening,
Thanks for your message. As requested, I have just forwarded an up-to-date proof of address to the finance department with the hope that all 3 outstanding amounts will be paid out as quickly as possible.
Kind regards
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3 years ago
Translation
Hi there,
I would like to inform you that I received a payment for 350 euros today. Thanks very much.
The following payments are now still outstanding:
10/21/21: 200 euros
04/11/21: 500 euros
Both payments have been set back from "Processed" to "Pending".
I also ask for payment as soon as possible.
Kind regards
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3 years ago
Dear Florian,
Thank you for informing us, I am glad to see that your withdrawals already started making their way to you. I will set the timer for another 7 days for you, so you can inform us on receival of the remaining payouts once you receive them.
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3 years ago
Translation
Hello Martin,
Except for the payment of 200 euros, all payments have now been received.
The 200 euros were paid to me on December 8th. confirmed by email.
From my side, the ticket can be closed.
I would like to take this opportunity to thank you very much for your invaluable and extremely friendly support. Without you I probably wouldn't have got a cent.
I am very grateful to you.
Many greetings
Florian
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3 years ago
Dear Florian,
Thank you for informing us on the matter, also I am very happy to see that you have received all the payments.
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for 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.
