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Hello flaviadestelamberti,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with FEZbet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you was able to verify your account even without the electricity bill of your mother? Did you forward them all the required documents in your name? Is your account currently still active or verified?

Looking forward to your answer.

Regards,

Nick

Good Morning! My account was deactivated by them the day before I received a response regarding the verification process. I sent all the requested documents in my name and I don't know what was the reason for not having passed the verification process because the attendants can only say that it was a decision of the administration. But they don't say if it was a problem with the photos of the documents or anything that could allow the customer to correct and send it again.

Bom dia! Minha conta foi desativada por eles um dia antes deu receber resposta quanto ao processo de verificação. Enviei todos os documentos pedidos no meu nome sim e não sei qual foi o motivo de não ter passado no processo de verificação porque os atendentes só sabem dizer que foi uma decisão da administração. Mas não dizem se foi problema nas fotos dos documentos ou qualquer coisa que possa permitir o cliente a corrigir e mandar novamente.

I received a refund for the last deposit in the amount of R$1300.00. But it's not even close to the amount of withdrawals I had or the total deposit I made into the account.

Eu recebi o reembolso referente ao último depósito no valor de R$1300,00. Mas não chega nem perto do valor dos saques que tinha ou do total de depósito que fiz na conta.

Hello flaviadestelamberti,

Can you please forward all the communication with the casino and any additional evidence to nikolas.b@casino.guru?

Goodnight! I sent a print of the main emails (because there were many) and the conversations I have with the live chat. Finally, they informed me that as I didn't pass the verification (without ever saying the reason), my withdrawals were canceled and I was only refunded the value of the last deposit of 1300brl.

Boa noite! Enviei o print dos e-mails principais (pois foram muitos) e das conversas que tenho com o chat ao vivo. Por fim eles informaram que como não passei na verificação (sem nunca falar o motivo), meus saques foram cancelados e só fui restituída do valor do último depósito de 1300brl.

I've sent it twice, have you received it?

Já enviei duas vezes, receberam?

Thank you flaviadestelamberti for all the information and e-mails. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Right, thank you. I'm waiting.

Certo, obrigada. Fico no aguardo.

Hi flaviadestelamberti,

I've just reviewed your case and am sorry to hear that you have to deal with this problem. I'll try my best to help you by contacting the casino.

Dear FEZbet Casino, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Can you please provide us with more information regarding the case? Are there any special reasons for the player's account to be not verified?

I'll set the timer for 7 days and hope to hear from you very soon.

Best regards,

Natalia

Good day,

Thank you for reaching out to us.

Let us inform you that the customer's game account was closed due to a violation of the point 3.2 of the Terms and Conditions, namely:

3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

- each action performed using a Duplicate Account is considered void;

- any promotions that the Duplicate Account has participated in will be cancelled;

- any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;

- the Duplicate Account will be closed without an option to reopen it.

Following the terms above, the customer's winnings were deducted and the last deposit was returned to them.

In case you need any additional details, please, let us know.

Best regards,

FezBet.com

The account was registered in my own name. No wonder I sent my identification documents. And nobody related to me has an account on this site. Which makes the site's claim unfounded. If Casino Guru wants, I can forward the emails I sent with my identification documents. As for the proof of residence mistakenly sent, I informed FezBet in correction of the error both with the attendant and by email, these prints were forwarded to Cassiano Guru. FezBet is acting totally in bad faith to not pay me the amounts owed.

A conta foi registrada em meu próprio nome. Não é a toa que enviei meus documentos de identificação. E ninguém relacionado a mim tem conta nesse site. O que torna a alegação do site infundada. Caso o Casino Guru queira, posso encaminhar os email que enviei com meus documentos de identificação. Quanto ao comprovante de residência enviado equivocadamente, informei ao FezBet em correção ao erro tanto com o atendente quanto por email, esses prints foram encaminhados ao Cassiano Guru. A FezBet está agindo totalmente de má fé para não me pagar os valores devidos.

Good evening! Any answer Guru?

Boa tarde! Alguma resposta Guru?

Dear FEZbet Casino, thank you for your explanation, however, I'd appreciate it if you can send any supporting evidence of your accusation of how exactly the player violated your terms to my email address at natalia.b@casino.guru or contact me via Skype, please.

Good day,

Thank you for your reply.

Let us inform you that an email with the supporting evidence has been sent to you.

In case of any further questions, please, let us know.

Best regards,

FezBet.com

Remembering that as informed and sent. My surname is in the register without an apostrophe because the system does not accept D'Este, For him this is an abbreviation. And that in the first email I accidentally sent the receipt on my mother's kome, as I live with her and we recently changed the electricity bill to my name. You can see that the last name is exactly the same.

Lembrando que, como informado e enviado. Meu sobrenome está no cadastro sem apóstrofo pois o sistema não aceita D'Este, Para ele isso é abreviação. E que no primeiro email enviei sem querer o comprovante no kome da minha mãe, pois moro com ela e alteramos recentemente a conta de luz Para o meu nome. Podem vê que o sobrenome é exatamente igual.

Goodnight! Is there any return? I tried to send new emails to FezBet but my emails don't arrive, I think it was blocked

Boa noite! Ha algum retorno? Tentei enviar novos e-mails para a FezBet mas meus email não chegam, acho que foi bloqueado

Dear FEZbet Casino, thank you very much, I confirm that I received your email.

Dear flaviadestelamberti, can you please confirm that you have only one account at FEZbet? The casino support provided us with some proof that shows that there've been more accounts created with the use of your residence address and IP address. Can you please explain it somehow?

Looking forward to hearing from you!

Regards,

Natalia

Good evening! At FEZBET casino I only have this account. Unless they have a catch with casinos in the same group as them, in others I have other accounts. But at the FEZBET casino I only have mine. I accessed from more than one device, yes, because I have a notebook, tablet and cell phone, but always the same account. If there are other accounts with my address and my IP on FEZBET then I was hacked because at no time did I create other accounts. Also because I would not create another account in a house where the withdrawal process is so difficult and after certain winnings, even though it is very little in terms of losses, they limit the bets so that it is impossible to make any profit.

Boa tarde! No cassino FEZBET só tenho essa conta. A menos que eles tenham feito um apanhado com cassinos do mesmo grupo que eles, em outros tenho outras contas. Mas no cassino FEZBET só tenho a minha. Acessei de mais de um dispositivo sim pois tenho notebook, tablet e celular mas sempre a mesma conta. Se há outras contas com meu endereço e meu IP na FEZBET então fui rackeada porque em nenhum momento criei outras contas. Até porque eu não criaria outra conta numa casa onde é tão difícil o processo de saque e depois de determinados ganhos, mesmo sendo bem pouco com relação as percas, eles limitam as apostas de forma a ser impossível obter algum lucro.

I also emphasize that the regulation does not deal with the prohibition of having accounts in other houses of the group. And that the database should be individual. That is the only plausible explanation for the evidence they presented. That's if they are true because I found numerous complaints from people with the same problem. Why do they only verify at the time of withdrawal and not provide this verification when we enter the site? Certainly the house does not show the slightest good faith. Wait for the customer to ask for a withdrawal, the account goes into verification, they say the customer didn't pass the verification and withhold the person's earnings. In my case it wasn't even won, I didn't even come close to recovering all the money I lost. Ask them for a swing to see. If I'm at a loss why would I create other accounts? Mainly at the risk of having my money arrested.

Ressalto ainda que no regulamento não trata de ser proibido ter contas em outras casas do grupo. E que o banco de dados deveria ser individual. Essa é a única explicação plausível para as provas que eles apresentaram. Isso se elas são verdadeiras pois encontrei inúmeras reclamações de pessoas com o mesmo problema. Por que eles só fazem a verificação na hora do saque e não disponibilizam essa verificação quando entramos no site? Certamente a casa não demonstra a mínima boa fé. Espera o cliente pedir saque, a conta entra em verificação, eles dizem que o cliente não passou na verificação e retém os ganhos da pessoa. No meu caso nem foram ganhos, não cheguei nem perto de recuperar todo o dinheiro que eu perdi. Pede um balanço a eles pra vê. Se eu tô no prejuízo porque criaria outras contas? Principalmente com o risco de ter meu dinheiro preso.

Why don't you give me the name of the person who has the account with the same address and IP address as mine? So I can give a more detailed explanation, the right thing was for me to also see these proofs.

Por que não me fornecem o nome da pessoa que tem a conta com o mesmo endereço e endereço de IP que o meu? Assim posso dar uma explicação mais detalhada, o certo era eu ver também essas provas.

FEZBET belongs to the same group as SPORTAZA, the RABIDI NV group. There I really had the problem of creating more than one account because I didn't know I couldn't. However, I accepted the retention of values. Soon after I migrated to FEZBET and there, already knowing that it was forbidden, I made just one in my name. But they cannot use the registry of other houses for this verification. They should only use their own house, since the rules do not talk about the other houses in the group.

A FEZBET é do mesmo grupo que a casa SPORTAZA, o grupo RABIDI NV. Lá sim eu tive realmente o problema de criar mais de uma conta pois eu não sabia que não podia. No entanto que aceitei a retenção dos valores. Logo após migrei para a FEZBET e lá, já sabendo que era proibido, fiz apenas uma no meu nome. Mas eles não podem usar o registro de outras casas para essa verificação. Devem usar somente da própria casa, uma vez que nas regras não fala sobre as outras casas do grupo.

Whatever needs to be done to prove it, just tell me I do. I continue to state that my money is being withheld arbitrarily and if it is not returned, I will have to take legal action.

O que precisar ser feito para provar isso, é só me dizer que faço. Continuo afirmando que meu dinheiro está sendo retido abirtrariamente e se não for devolvido, vou ter que entrar com medidas judiciais.

Dear flaviadestelamberti,

Thanks for your responses. I wanted to make sure whether you are aware or not of someone from your surroundings who could possibly have accounts at the casino and it would cause some matches.

I'll be in contact with the casino and ask them for more details and an explanation. I'll keep you updated.

Best regards,

Natalia

Natalia, as informed, at FEZBET nobody around me has an account. Only at Sportaza, a betting site from the same group as FezBet, I believe that they share a database and that's why this problem is happening, but as the rules don't say anything about it, so I didn't do anything for FezBet to punish me.

Natalia, como informado, na FEZBET ninguém no meu entorno tem conta. Somente na Sportaza, um site de apostas do mesmo grupo da FezBet, acredito que eles compartilhem banco de dados e por isso essa problema está acontecendo, mas como nas regras não diz nada sobre isso, então não fiz nada para a FezBet me puna.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Casino Guru,

Thank you for reaching out to us.

As we can see from your previous reply on the forum, you were going to get in contact with us with a request for more details and explanation. However, we did not get an email from you. Therefore, we would like to kindly ask you to specify what details exactly you would like us to provide you with.

Thank you in advance.

Best regards,

FezBet.com

Any feedback?

Algum retorno?

Dear FEZbet Casino, thank you for the reply. Sorry, it was my fault - I had some technical issues with my email address, so sent you a reply from the other email and it was probably lost. Could you please be so kind and contact me via skype live:.cid.53a4db2a1a243daf (Natalia Casino Guru)?

Regards,

Natalia

Was the video call made? Any news on the case?

A chamada de vídeo foi feita? Alguma novidade sobre o caso?

Dear Casino Guru,

Thank you for your reply.

We would like to kindly ask you to provide us with your email address so that we can directly contact you there.

Thank you in advance.

Best regards,

FezBet.com

Hi, any answer?

Oi, alguma resposta?

Dear FEZbet Casino, I've sent you an email again from my previous address natalia.b@casino.guru. That technical issue I mentioned before seems to be resolved now, so I hope that you'll now receive my reply and we can continue communication 🙂

Dear flaviadestelamberti, I'm sorry that it takes more time than expected but we're investigating your case and will update you if there's any news. Thank you for your patience!

Dear Natalia,

Thank you for contacting us.

We would like to inform you that we are currently performing an internal investigation in order to supply you with a reply. We will make sure to provide you with one shortly. We appreciate your patience!

Best regards,

FezBet.com

Goodnight! In a little while it will be months and I still haven't had an answer about my problem and I'm still at a loss.

Boa noite! Daqui a pouco vai completar meses e ainda não tive uma resposta sobre o meu problema e continuo no prejuízo.

Dear FEZbet, thank you for the email.

Dear flaviadestelamberti, the casino informed me that the funds have been paid out to your account. Could you please check if there've been any updates?

Goodnight! I received an email from them but it still hasn't entered my neteller account. I can send the extract if you want.

Boa noite! Recebi um e-mail deles porém ainda não entrou na minha conta neteller. Posso enviar o extrato caso desejem.

Dear flaviadestelamberti, any updates in regard to your account?

Dear FEZbet Casino, I'd very much appreciate it if you sent me a confirmation that the funds in question have been indeed paid out to the player. Please, reach out to me at the same email natalia.b@casino.guru. Thank you very much!

Dear Natalia,

We have sent a confirmation to the email provided by you.

Should you have any other questions, feel free to contact us.

Best regards,

FezBet.com

Greetings all,

I am Stefan, and I will take over the case.

Dear FEZbet Casino,

Thank you for the provided information.

Dear flaviadestelamberti,

Could you please confirm that you have received the payment? I am looking forward to your response.

Kind regards,

Stefan

Good Morning. Not received. Is there an email where I can send the account statement?

Bom dia. Não recebi. Há algum email para onde posso está enviando o extrato da conta?

Dear flaviadestelamberti,

You can send it to stefan.m@casino.guru. Thank you in advance.

Dear FEZbet Casino,

Could you also send me the proof to the provided email? Thank you.

Kind regards,

Stefan

Dear flaviadestelamberti,

I have received the proof of payment from FEZbet Casino, and I am waiting for your bank statement.

Kind regards,

Stefan

Extract sent. I was waiting for the wallet to send in pdf

Extrato enviado. Estava aguardando a carteira enviar em pdf

Dear flaviadestelamberti,

Thank you for the provided document.

I will review the document with the casino, and we will put the statement here. Thank you for your patience.

Kind regards,

Stefan

ok, i'll wait

Tá certo, aguardo

Dear Stefan,

We have sent a confirmation to the email provided by you.

Should you have any other questions, feel free to contact us.

Best regards,

FezBet.com

Dear flaviadestelamberti,

I would like to ask you if you edited the statement from NETELLER that you sent me.

I am looking forward to your response.

Kind Regards,

Stefan

Good morning, I sent it exactly as I received it from the wallet

Bom dia, encaminhei exatamente como recebi da carteira

Dear flaviadestelamberti,

Let's wait for the casino what will be their statement about your document.

Kind Regards,

Stefan

Dear flaviadestelamberti,

After a check by the casino's KYC department, they confirmed that the statement is edited. You have used the "Ilovepdf" site to hide some of the transactions.

In this case, the complaint will be closed as "rejected".

Kind Regards,

Stefan