FEZbet Casino - Pelaajalla on vaikeuksia kasinon kanssa.

I have the bill my husband and I said the bill is double

I had won 4000 euros

And asked for withdrawals of 500 euros each this was the maximum I managed to make 3 but collected none I played much more than I won

Ho il conto io e mio marito hanno detto che il conto e doppio

Io avevo vinto 4000 euro

E chiesto i prelievi di 500 euro l'uno questo era il massimo ne sono riuscito a fare 3 ma incassati nessuno ho giocato molto di piu di quanto vinto

Dear Enza,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. We would really like to help you, but could you please describe what happened in more detail? I am not quite sure I understand your issue.

Have you been accused of having multiple accounts?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or alternatively, post it here). Thank you in advance for your reply.

Bets regards,

Kristina

I have not yet sent any emails, I spoke to the support and they told me that the account was closed because it was duplicated

I have a win of 4000 euros

I loaded even more of this win

I have an account and my husband too

But they said there's nothing more can be done and I'll get a meil from the finance department

Ancora non mi anno mandato alcuna mail ho parlato con il supporto e mi hanno riferito che il conto e stato chiuso perche duplicato

Io ho una vincita di 4000 euro

Ho caricato anche piu di questa vincita

Io ho un conto e anche mio marito

Ma hanno detto che non si puo fare piu niente e che ricevero una meil dal reparto finanziario

Enza, I checked the T&Cs (https://fezbet1.com/en/rules) and I found this:

"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:

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

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

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

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

Since you and your husband both have accounts at FEZbet, the casino recognized your accounts as duplicates. Have you both passed the verification? Did you claim any bonuses?

The verification was only asked of me because I had to withdraw

As for the bonuses, I only got the welcome bonus

La verifica e stata chiesta solo a me perche avevo da prelevare

Per quanto riguarda i bonus io solo ho avuto il bonus di benvenuto

But I have loaded a lot so if they refund my top-ups it is as if I had won

Ma io ho caricato parecchio quindi se mi rimborsano le ricariche e come se avessi vinto

I have not received any response from the financial service they said in the support chat that I will receive an email with the decision

Non ho ricevuto nessuna risposta dal servizio finanziario hanno detto in chat dell'assistenza che riceverò una mail con la decisione

Unfortunately, after gathering all the necessary information we are rejecting this complaint. The only thing I can do for you is to recommend you is to stop creating accounts with your husband at the same casino, to avoid such situations. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.