Complaint #1 FeliceBet Casino

Withdrawal rejected against their own Terms and Conditions

By travexter

1 year ago

Hello,

I would like to file a complaint against Felicebet Casino (Next Global Era Ltd.) regarding my rejected withdrawal.

On 20th August, I requested a withdrawal of €70.

Instead of processing my withdrawal with a standard fee deduction, the casino rejected it completely, citing “insufficient rollover.”

However, according to the casino’s own published Terms & Conditions (Section 8.2), the rule clearly states:

“There are no withdrawal commissions if you roll over (wager) the deposit at least 5 times. Otherwise we are entitled to deduct a 8% fee with minimum sum of 4 euro…”

This means that if a player does not meet the 5x rollover, the casino may deduct an 8% fee from the withdrawal, but nowhere does it state that withdrawals can be fully blocked or rejected.

I have attached:

Screenshot of their Terms & Conditions (Rule 8.2)
Their support messages stating my withdrawal was “rejected due to insufficient rollover” and later requiring me to wager €39.5 more before I can withdraw anything.

This is misleading and unfair. They are forcing players to gamble more instead of following their own published rules.
I am requesting that my withdrawal of €70 be processed immediately, minus the correct 8% fee (€5.60), as per their Terms & Conditions.

Thank you for your assistance.

Proofs:
Their ToS: https://prnt.sc/izGRk5R73777
They deny in email: https://prnt.sc/3D7laNl1T5OR
They deny on account: https://prnt.sc/FMA8iHN1qxY_

Disputed Casino FeliceBet Casino

Reason Verification issues

Amount €70

Discussion

AskGamblers

• Support Team

1 year ago

Dear @travexter,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

FeliceBet Casino

• Representative

1 year ago

Dear Travexter,

Thank you for your patience while we reviewed your recent withdrawal request. As explained, Clause 8.2 of our Terms and Conditions requires a 5x deposit rollover before withdrawals can be processed and allows us either to reject or apply a fee if this condition is not met.

That said, we truly value you as a player and want to resolve this matter in a positive way. As a gesture of goodwill, we are offering the following:

You will receive €20 in withdrawable funds. Simply request the withdrawal, and once it is submitted, the amount will be transferred to your bank account without delay.

After you complete this step, please contact us again and we will add a €10 bonus to your gaming account.

We hope this demonstrates our commitment to fairness and customer care.

Kind regards,
Felicebet Team.

AskGamblers

• Support Team

1 year ago

Dear all,

This complaint has been reopened as per FeliceBet Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

1 year ago

Dear FeliceBet Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

FeliceBet Casino Complaint Stats

Resolved 4 / 5

Avg. Amount $632

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

FeliceBet Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 2 out of 3 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

FeliceBet Casino Complaints

See all complaints for this casino

Crypto withdrawal not received 7 days after processing

Hello

My withdrawal says processed on September 8th, which I questioned. I thereby contacted live chat yesterday with that concern. I was then told that the withdrawal was indeed processed on the 8th. I told them that I had not received the withdrawal and asked which wallet they had sent it to and for them to provide the Etherscan so I could see the transaction. They did not want to provide the Etherscan or give me the wallet, but asked me to give them the last 4 digits of my withdrawal address to confirm it's the correct address.

They then told me that the 4 digits I gave them did not match the withdrawal address they had sent the money to. I then sent them a screenshot of all the deposits to my crypto exchange from the 8th until yesterday to prove I had not received anything. Again, I asked for the Etherscan and what wallet they had sent it to, but was told that I had to wait for the financial team to email me.

Then I asked what type of crypto they had sent where they replied that they didn't wanna answer that in live chat, in case they had given me wrong info regarding my withdrawal and the address being used. It's now been 1 day, and I still have not heard anything from the financial team by email, despite also emailing them last night requesting more info.

For me it is impossible to put in a random wrong crypto address when withdrawing, as I copy it directly from my crypto exchange.

I have provided pictures of all of my deposits to the wallet used to withdraw within the last 30 days.

Here is the Etherscan link to the wallet showing that there have been no deposits to it on or after the 8th of September: https://etherscan.io/address/0xE748f1bE86c3D9CE05b1D79654A11b75C48771B6

What I request from Felicebet is the complete log of all requested withdrawals from my Felicebet account, including the wallet address I requested the withdrawal to (this also includes any potential changes made to the pending withdrawal).

I also request the Etherscan link and the wallet they sent the withdrawal to so that we can inspect where the money ended up.

Unresolved

kr25,655

I want my account closed

Hi,

I have won €1400 on Felicebet!

I had put it through for a withdrawal and it took forever. It was a known tactic by them and probably all casinos to delay the withdrawal.

However after I spent the €1400 after cancelling my request i then asked for my account to be closed. However I receeived a generic email yesterday and not one acknowledgement to them closing my account. As of right now it still not closed even though I had asked them too.

I have decided to take this to askgamblers because its clear to see they are ignoring my request for my account to be closed.

If they were in the right state of mind and knew what they are doing they would refund the €1400 and close my account as I have asked of them to do. They have lost a value customer in me. Ill be bringing my money elsewhere if this isnt sorted

Resolved

No deposit bonus withdrawal denied

Hi,

I received a €300 5X wagering requirements from one of Felicebets affilates. This was a no deposit bonus! I had even asked the support was there any requirement and I received very little communication.

I then became lucky and was able to wager through the €300 c5 requirements and turn it into €660 free money. I decided to withdraw €400 of that.

I waited nearly 4-5 days for any type of correspondence from felicebet. There support was absolutely useless and offered zero help. They even told me to deposit €10 as I need to verify my payments so I could withdraw.

After 5 days I finally received communication from there support that my withdrawal was denied due to “Bonus manipulation”. Now to be very clear this was just away for felicebet not to pay me our because I was lucky and won money. There was zero bonus manipulation just luck. They even said they would email me in realtion to why my withdrawal was denied however i never received that email also!

If my withdrawal isnt rewarded I may consider more legal action.

Resolved

€300

Bonus was not given what a nightmare

This has been a complete nightmare with this new casino, never have I experienced such a thing with over 20 years of playing at online casinos, where upon my first deposit I didn't get a 400% exclusive bonus cause I didn't use a bonus link but only used the bonus code of PLAY1200, ok after trying to get it sorted out with several different customer support agents, it became evident that this situation was not going to get fixed so then somehow when chatting with agent Harper on Sep 30, he manually activated a welcome bonus of 200% and 100 free spins and said that that upon my next deposit I would get that bonus amount added to my account.

At this point I had a balance of 100 MYR (about 20.22 eur).. and in the my promotions I see that the bonus coupon was activated and it was showing that it would expire 2030-31-12 so I had no urgency to deposit again straight away and Harper didn't inform me that I had to deposit within 24 hours after he activated the bonus code manually. I will include a screenshot of that bonus code.

Then what I did was play my 100.00 MYR balance down to 5.00 MYR and then came back next day on October 1 to make a fresh deposit of 100 MYR (20.22 eur), I still see the bonus coupon is activated in my promotions sitting there waiting for a deposit... I proceed to do a deposit and made my deposit with paysafe. But no bonus or free spins were awarded.

So I went to live chat customer support where Vanessa said oh somethign about once a bonus code is activated a deposit has to be made within 24 hours, she implied that customer support told her that. Well I told her that Agent Harper never informed me about a 24 hour validity period and My Promotions clearly showed the bonus coupon code activated and the expiry date was showing as 2030-12-31. If it was a 24 hout period then their system should indicate that in the expiry date. It is their fault.

Then at end of that discussion wit Vanessa she says send customer support an email so I did that right away and they didn't reply for 45 hours and then I went to live chat again and this time Agent Rina said oh send another email I did that right away too, but no reply to that still. Then October 4 I contacted live chat again (this time Agent Trevor) and told them I am not getting anywhere with customer support, they are not replying to emails and I said I have been given no choice but to go the route of AGCCS to try get this resolved. So here we are.

Resolved