Ag Awards

Casino Fiz - Does not pay my winnings

Complaint Info
Disputed casino Casino Fiz
Reason Other
Posted on May 16, 2014

I won 100 euros with a no deposit bonus on 26th of December. To validate my account and to receive the money, I made a deposit of 25, later I made the withdrawall of 125 (deposit more max cashout of the ndb). Immediately, I sent all the requested documents. The casino told me it did not receive my email, so I sent the documents more two times. Well, after all these problems and emails, after almost two month I did not receive anything. They don't give me explainations and continue to say "it is all right, you'll receive a email when the payment is processed" but nothing happens. I am tired of these delay tattics for a so little amount!

I hope the casino can answer here in askgamblers, to show that is a serious company!

Posted on February 20, 2014

Hi There,

My name is Shawn and I have queried the casino on your behalf. Here is their answer:

You won on a free 10 free comp which gives you a maximum of 100 withdrawal minus 40 fee and minus the 10 free comp (in accordance with the casino terms and conditions). That means you are left with 50 euro to be sent to you.

Your withdrawal was on the 12th of January but your documents were received on the 23rd of January. 18 business days from that date is the 19th of February which is when the withdrawal was processed (also in accordance with their Terms and Conditions). You should be able to see it, then, in the account by the end of today.

Please update us when you receive the funds so we know the issue has been resolved.

Kind Regards,


Posted on February 20, 2014

I did not understand your answer.

I won 157 euros, so in this value you can take the 10 euros of the bonus. The max cashout was 100 euros but you have to pay to me also the 25 euros I had to deposit to activate my Neteller account.


I won 157

Minus the bonus: 147

Minus the fee (I don't know what is this "fee"...): 107

Difference between balance and limit of cashout: 7 euros.

Balance of the bonus: 100 euros

More 25 euros I deposited: 125 euros

I received only 50 euros today. So you owe me in my opinion more 75 euros.

Posted on February 20, 2014


I'm sorry, I'll try to explain:

When you get a free chip, that is a bonus that is not connected to a deposit but given as a freebie, you have a max amount of withdrawal, according to the terms and conditions. That limit is 100. Anything above that amount cannot be withdrawn and is returned to the casino upon withdrawal. The 25 you deposited cannot be withdrawn with the principal but stays in your balance to be used. That is why you got this amount.

Kind Regards,


Posted on February 20, 2014

In this case, you have to put in my balance my 25 euros, Shawn.

You can't use MY deposit to pay my winnings, sure?

Another thing: what is the fee of 40? I never find it in the other casinos...

Posted on February 20, 2014


I'm sorry I didn't understand their answer and I misled you. I asked them again. You got a free chip and so to withdraw you needed to make a deposit, the deposit was erased with the withdrawal. The 40 is a processing fee and is the same for all withdrawals, no matter the size.

Kind Regards,


Posted on February 20, 2014

So you payed my winnings with 25 euros of my money!

And you have a fee of 40 for any wirhdrawall!

Wow, everyone can see how much is it convenient to play with Fiz Casino.

Posted on February 20, 2014

Let's clear this up: They did not 'pay you with your 25' . Usually you need to make a deposit to win real money. What they do is give you a great chance to wager with no actual risk to yourself, and if you do win real money, you are expected to make a deposit to qualify for that withdrawal. This is written in the Terms and Conditions on the site which I strongly suggest you fully read and understand when playing, as they are there to inform you. There is also a standard fee for processed withdrawals.

I'm sorry and I do apologize if communication was not handled well from their end, but you did get your withdrawal according to the scheduled time and according to the publicly displayed rules.



Posted on February 20, 2014

Thank Shawn, I understand but I continue to think that your rules are not good for the players.

Everybody can see how much is convenient a fee of 40 euros for any withdrawall.

Posted on February 21, 2014

Considering the fact that the player has been paid even though s/he is not happy with casino rules, AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy