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Whilst playing hip hop pop I won $15,000 off a $3000 bonus buy. A message came up saying win needed to be verified and to contact support. The game seems to be stuck on this as when I go in it asks if I want to restore my game and it will replay my spins and my win and then this message will come up again.

I have emailed 5 times about this since Friday and contacted support and nothing is being done about it. It is very frustrating

Dear Anna-Chlo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with FEZbet Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Do I understand correctly there is no active promotion on your account currently? 
• Could you please share your attempts to contact the casino regarding the issue?
• My email is tomas@casino.guru

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

Best regards,

Tomas

Hello,

thank you for your response. Yes that’s right, there are no current promotions on my account.

I have sent an email every day since and including Friday and been on chat twice.

I will attach email screenshots shortly

Hello,

so the first one has been credited to my account, with no explanation from anyone as to whether it just fixed itself or someone fixed it for me, and then it happened again! I’m skeptical of why this is happening as it’s only happening when I win money and not when I lose, leading me to believe it’s not a game issue? Otherwise it would happen at multiple points. This casino is very frustrating to get in contact with and they’re slow and bad at responding to anything. This time it was on a figure of just over $3000

Can you please help me with this? I’m surprised this casino is allowed to operate still. It takes over 5 days for a withdrawal. They are constantly not crediting your account with wins or they are delayed. There is little to no support, often over 100 people in the cue, they don’t respond to your emails. It’s actually ridiculous how high a rating they have, it is a very different picture in reality

Thanks for your reply.

I haven't received any email from you. Have you sent any information to me regarding your interaction with casino support regarding the issue?

My email is tomas@casino.guru

Hi there,

I have sent you an email.

this is getting frustrating and I’m so shocked it’s not been fixed yet.

it feels like Fez Bet is not being asked to respond.

it took support over a week to respond to an email to which they offered no help and completely disregarded what I sent and sent information that doesn’t help the situation at all.

To confirm.

this one happened on a $700 bonus buy and I won $3000

the information to try fix this was sent to the finance dept over 5 days ago, which figures, balances, times and game Id was sent.

it’S like they don’t want to fix this issue.

this casino should be shut down, I’ve never experienced such a poorly run casino before in my life!

Thanks for the reply.

Please note such verification might depend on the investigation by a third party- the game provider of the game, which might delay the process and cause frustration.

Please let me know whether you received any timeframe from the casino or a conclusion to the investigation since your last reply.

I'll await your reply.

Dear Anna-Chlo,

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.

It’s been 11 days and they keep telling me they’re working on it or ask for the same information. The communication in this casino is horrid, I truely am surprised it has such a good rating and no - no time frame given, just keep being told to wait

Up to date 13, have asked for a time frame and yet again been told to wait. This is so perplexing given this error has happened before and was fixed, surely they can learn from it again and it be a faster fix. 13 days is quite excessive. Is there a licensing board you suggest I make a complaint with?

Day 16, no time frame, no funds and casino guru is not helping me with this?

Thank you very much, Anna-Chlo, for your patience and for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Anna-Chlo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask FEZbet Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Hi Peter,

thank you for helping with this, it is getting increasingly frustrating as it seems like they’re ignoring it or trying to get out of paying.

Dear Anna-Chlo

Thank you for contacting us.

We are checking your request with relevant department and would let you know as soon as the round you had provided us is checked.

Best Regards

FezBet Team

And this hasn’t been done in the almost month since I have asked? That is ridiculous

Dear Anna-Chlo

Thank you for your patience.

We are happy to inform you that the round you had provided was checked the missing win was found and the amount of 14 819 AUD was added to your gaming account .

Best Regards

FezBet Team

Thank you for the positive update FEZbet Casino representative.

Dear Anna-Chlo, let us know if this resolves your issue or if you require any further assistance. Thank you in advance!

Dear Anna-Chlo,

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.

Hi Peter,

apologies for late response. It appears to have been sorted now.

thank you to you and the team for your help

Anna

Dear Anna-Chlo,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter