FEZbet Casino - Pelaajan pyyntö estää tili on ohitettu.

Good day,

My problem is the following: I have tried several times to request player information but without success and I have asked Fezbet several times to block my account directly but I still got no answer or when I did get an answer I was only asked what the reason was even after giving the reason I was able to continue playing which is why I lost several 100-1000€ again I hope you can help me

Best regards

Wiktor T***

Guten tag,

Mein problem ist folgendes ich hab mehrmals mittlerweile versucht die spielerauskunft zu beantragen jedoch ohne erfolg und ich habe Fezbet mehrmals gebeten mein Konto direkt zu sperren doch trotzdem bekam ich keine Antwort oder als eine Antwort kam wurde icv nur gefragt was der Grund sei auch nach angabe vom Grund wae ich im stande weiter zu Spielen weswegen ich wieder mehrere 100-1000€ verspielt hab ich hoffe Sie können mir weiterhelfen

Mit freundlichen Grüßen

Wiktor T***

Dear wiktort33,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

So my reason for the closure is my gambling addiction, which I wrote in the email, and yet my account is not blocked to this day and I can still deposit money

Best regards

wiktor T***

Also mein Grund für die Schließung ist meine Spielsucht was ich so in der Email auch geschrieben hab und trotzdem ist mein Konto bis heute nicht gesperrt und ich kann immernoch Geld einzahlen

Mit freundlichen Grüßen

wiktor T***

What I forgot to say is that it is worth 10,000€, just my personal opinion because I was never provided with the self-disclosure

Best regards

was ich noch vergessen habe zu sagen unswar ist der 10000€ wert nur meine persönliche Einschätzung weil mir ja die Selbstauskunft nie bereitgestellt wurde

Mit freundlichen Grüßen

Thank you for your reply, wiktort33. I apologize if I have overlooked this information, but I don't see that you mentioned to the casino that you have a gambling addiction clearly in any of your messages. If you saved any other proper self-exclusion requests, please forward them to me as soon as possible.

Dear wiktort33,

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.

I have nothing more than that

mfg

wiktor

mehr als das habe ich nicht

mfg

wiktor

I'm sorry, but the self-exclusion request in which you stated you suffer from a gambling addiction is the essential evidence that the player must provide in order for us to proceed with a case like this and request a refund. 

Could you please advise if you still have access to your casino account? If you do, I recommend you send another self-exclusion request. When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please inform me when you send another email to the casino (support@fezbet.com). Ideally, include me in the email copy.

Dear wiktort33,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.