FEZbet Casino - Pelaajan kotiutus viivästyy useita kertoja.

On April 23rd I made my first withdrawal attempt. It was cancelled, I asked why. They said there shouldn't be a problem, and to try again. That was also cancelled. They said to try another withdrawal method. That was also cancelled and they couldn't tell me why the withdrawal wasn't successful. After that they said they would put the withdrawal on manual withdrawal. I waited for probably a week, nothing happened. I must have contacted them about it for the sixth time. They said yes, I should get my money now, they said they would contact the department that handles payments again. After a few days the money had gone on manual payment. I've been waiting for them for over a week now. I asked about it again and they said it was being processed and it usually takes about 3 days for the withdrawal to be successful. They wondered how long it would take and again said they were trying to rush the matter. It's been a tough month since I first tried to make the withdrawal successful.

23.4 tein ensimmäisen nosto yrityksen. Se peruttiin, kysyin syytä. Sanoivat että ei pitäisi olla ongelmaa, ja että yritä uudestaan. Sekin peruttiin. Sanottiin että kokeile toista toista nostotapaa. Sekin peruttiin eikä he osanneet kertoa miksi ei nosto onnistu. Sen jälkeen ne sanoivat että laittavat noston manuaaliseen nostoon. Sitä odotin varmaan viikon, ei tapahtunut mitään. Otin varmaan jo kuudennen kerran yhteyttä heihin asiasta. Sanoivat että kyllä nyt minun pitäisi saada jo rahani, sanoivat että ottavat taas yhteyttä siihen osastoon kuka hoitaa maksuja. Muutaman päivän jälkeen rahat oli mennyt manuaaliseen maksuun. Niitä nyt odoteltu yli viikon. Kysyin taas asiasta niin sanoivat että on käsittelyssä ja yleensä menee noin 3 päivää että nosto onnistuu. Ihmettelivät että mikä kestää ja taas sanoivat että yrittävät kiiruhtaa asiaa. Kovat mennyt kuukausi kun ensimmäisen kerran yritin saada noston onnistumaan.

Dear Savis79,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.

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

• Have you withdrawn winnings from the casino in the past?
• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or is it related to your account only?
• Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Can you check the status of your withdrawal

Looking forward to hearing from you.

Best regards,

Tomas

As far as I remember, I haven't picked it up.

I asked if I needed to confirm. No, was the answer.

It hasn't been said. Everything should be fine and they are wondering why the withdrawal wasn't successful.

About 2 weeks later when I made my first withdrawal attempt, they said there were problems with Zimbler. But then they said my withdrawal would be transferred to manual processing, and that it would take about 3 days. It must have been over a week and it hadn't gone to manual withdrawal before I contacted them again. Now the withdrawal has been in processing since 11.5. They said it would take about 3 days to process. It's been 10 days now

En muistaakseni ole nostanut.

Kysyin että tarvitseeko vahvistaa. Ei tarvitse oli vastaus.

Ei ole sanottu. Kaikki pitäisi olla kunnossa ja ihmettelevät että miksi ei nosto ole onnistunut.

Noin 2 viikon päästä kun tein ensimmäisen nosto yrityksen, niin sanoivat että zimblerin kanssa ongelmia. Mutta silloin sanottiin että nostoni siirretään manuaalisen käsittelyyn, ja että siinä kestää noin 3 päivää. Siitä meni varmaan yli viikko eikä se mennyt manuaaliseen nostoon ennen kuin otin taas kerran yhteyttä. Nyt nosto on ollut 11.5 alkaen käsittelyssä. Sanoivat että niissä kestää noin 3 päivää käsittely. Nyt on mennyt jo 10 päivää

On May 21st I received a message that my account needed to be verified. So almost 1 month since the company started.

21.5 minulle tuli viesti että tilini pitää vahvistaa. Eli melkein 1 kuukausi nosto yrityksen alusta.

I understand your frustration regarding these developments.

• Were you able to submit the documents for verification and successfully pass?
• Could you please share your communication with the casino relevant to your issues if the issues persist?

Send this information to my email at tomas@casino.guru

Looking forward to your reply.

I couldn't get them to post through their website because taking pictures on the website didn't work. . Today I asked what the situation was but they just said the process was ongoing. I've been playing at different casinos for almost 20 years and no other casino has ever worked this badly.

En saanut heidän sivujen kautta niitä laitettua kun ei toiminut se kuvien ottaminen siellä sivuilla. . Tänään kyselin mikä on tilanne mutta sanoivat vaan että prosessi käynnissä. Olen pelannut kohta 20 vuotta eri kasinoilla ja ikinä ei ole näin huonosti toiminut mikään muu kasino.

I tried to send you an email conversation but it didn't seem to work.

Yritin lähettää sinulle sähköposti keskustelua mutta ei tainut onnistua

I can see I received an email from you today.

Thank you very much, Savis79, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Savis79,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear FEZbet Casino Team,

Could you please explain the player's situation in more detail?

What is the status of the user's KYC and withdrawal? What needs to be done on the player's side to expedite the process?

If he is experiencing issues with delivering the required documents through his account, can you please provide him with alternative ways to proceed and instructions?

Thank you.

I received a message over the weekend that my account was confirmed and my withdrawal was in the queue. I then tried to make another withdrawal and got a message that a certain user was restricted. I asked customer service about this problem too, they couldn't answer. They said I would get an answer by email sometime. I haven't received any answer or money.

Olen viikonloppuna saanut viestin että tilini on vahvistettu ja nostoni on jonossa. Yritin sen jälkeen tehdä toista nostoa niin tuli ilmoitus että tietty käyttäjä rajoitettu. Kysyin tästäkin ongelmasta asiakaspalvelusta, eivät osanneet vastata. sanoivat että saan joskus vastauksen sähköpostilla. En ole saanut mitään vastausta enkä rahoja.

Dear Savis79,

Thank you for reaching out to us, and we are very sorry for the delay.

Your account has been verified successfully.

Furthermore, I am happy to confirm that your withdrawal has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.

Best regards,

Fezbet Casino Team

Thank you both for your replies and updates.

Dear Savis79,

A significant time has passed since the casino's last response and the update.

Can you please confirm the above-stated, and that you have already received your withdrawal?

Can I consider the matter closed, or is there anything else we can help you with?

Thank you.

Sorry I forgot to reply. I can confirm this. I finally got my withdrawal to my account. It took almost 2 months. So I still can't recommend the casino in question. I immediately asked for a block for myself at this casino. I had to ask for that three times separately and the last time they would have given a large amount of free play money. I also thought this was inappropriate. If a customer wants a block for the Casino, they have to ask for this 3 times. But thank you for being helpful.

Anteeksi etten muistanut vastata. Voin vahvistaa asian. sain vihdoin ja viimein nostoni tilille. Siinä meni melkein 2 kuukautta. Eli en voi edelleenkään suositella kyseistä casinoa. Pyysin heti eston itselleni tähän casinoon. Senkin jouduin kolme kertaa erikseen pyytää ja vielä viimeisellä kerralla olisivat antaneet ilmaista pelirahaa ihan ison summan. Tämäkin oli mielestäni epäsopivaa jos asiakas haluaa eston Casinolle niin vielä joutuu 3 kertaa pyytää tätä. Mutta kiitos teille kun olitte avuksi.

Thank you very much, Savis79, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds! As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

I sincerely believe your account was already blocked/closed, as you wished, despite the inconvenience during the process.

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.

Thank you, too, Fezbet Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru