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FEZbet Casino - Winnings unfairly canceled and blocked account

RESOLVED
Complaint Info
Disputed casino FEZbet Casino
Reason Declined payment
Inactive user
Posted on July 30, 2020

Hello,
Yesterday, 28th June, I made my first deposit on Fezbet casino.
Luckily i have won 1250 PLN (without touching bonus balance).
To be sure that the money can be withdrawn, I asked support if my balance is withdrawable and the answer was YES.

Today when i tried to log in i received information that my account is blocked.
I wrote an email to support and i received information that my winnings was canceled and they are giving me back only my deposit sum.

They told me that I delayed my game round to a later time when you have no more wagering requirement.

That is not true because:
1. The money from the winning round was taken from the real balance (not the bonus one so there are no waggering requirements)
2. When the withdrawn attempt was made, the first deposit bonus was still active (so the waggering requirements were still up but i do not have to wagger the real balance winnings!).

In attachment you can find prove of accepted withdrawal and also mail from casino (about account closure).

Best regards,
Szymon

Posted on July 31, 2020

Dear Szymon,

We appreciate you taking the time to reach out. We hope the following information helps clarify the situation.

As we mentioned in our email, we have examined your game session closely and would like to conclude that, your account will remain closed and winnings deducted, due to violation of our Terms and Conditions, specifically, the following:

11.1. Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement is prohibited. If fraud, manipulation or violation of the Terms and Conditions is detected, the Administration has a right to cancel all winnings and bonuses on a game account.

We would like to note that we discovered that the bonus round was delayed on your account and was re-triggered only after the deposit and bonus were used. Thus, there were no longer wagering requirements and therefore the winnings were obtained unfairly.

Unfortunately, based on the above we were forced to close your account and deduct the winnings. Despite this fact, we have already refunded your original deposit back to your account.

Thank you for your time and we wish you all the best.

Sincerely,

Fezbet

AskGamblers
Posted on July 31, 2020

Dear FEZbet Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­[email protected]­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

Inactive user
Posted on July 31, 2020

Hello.
I just want to highlight 2 things.

1. The first deposit bonus was still active (and had to be canceled in order to process withdrawal) when the withdrawal was requested. When the winning round was taken there was still 1.10 PLN on bonus balance.
As you can guess, if the first deposit bonus was still active while the withdrawal was requested, wagering requirements were active to.

2. Their system works like that - if you deposit X amount with first deposit bonus, half of the money is going to real balance and half to the bonus one. Funds for the winning round was taken from the first half so that is why there was no waggering requirement.


Fezbet you should provide time lane of the bet history and also bonus history with time when all events took place.

Best regards,
Szymon

Posted on August 3, 2020

Dear AskGamblers team,

We have sent you an email with the additional pieces of evidence to your email address.

Looking forward to hearing from you soon!

Best wishes,
Fezbet.com

AskGamblers
Posted on August 3, 2020

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that FEZbet Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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