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Casino Beschwerden

I want my account closed

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Von Cathair M.
vor 7 Monaten
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
Unseriöses Casino FeliceBet Casino
Grund Kontolöschung
Betrag €14000

Diskussion

User name

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

User name loyalty-level-2
Hi,

I can confirm that the account was not closed in a timely manner. The only reason that account was closed was because of my complaint here on Askgamblers.

I was still able to wager €80 and lost that amount. This amount was lost after I requested you close my account to which I got a generic reply with zero acknowledgment to closing my account so its clear to see you were ignoring me in relation to account closure. I have attached that email here again.

If I havent opened this case with Askgamblers my account would still be open. As for the withdrawal it was waiting close to 14 hours for my withdrawal that wasnt processed which is weird considering my withdrawal a couple of weeks before that was processed within 2 hours.
User name
Dear Murph1,

We have thoroughly investigated your request and can confirm that your account was closed in accordance with our Terms and Conditions, and all actions taken were in a timely manner.

Additionally, we would like to note that your initial withdrawal request was canceled multiple times on your end, which prevented us from properly reviewing and processing the transaction.

In conclusion, we can confidently state that your case was handled promptly and in full compliance with our Terms and Conditions of our platform.

We appreciate your patience and understanding in this matter.

Best regards,
Felicebet Team.
User name loyalty-level-2
Thanks for closing the account however that is only one part of the process!

You clearly withheld my winnings withdrawal as long as you could in hope I would cancel them. This amounted to €1450.

Also I was able to deposit another €80 yesterday after I asked for my account to be closed and I also received an email clearly ignoring that response. If none of the above monies are not refunded then ill have no other choice but to consider legal action

FeliceBet Casino Beschwerde-Statistik

Gelöst 4 / 5
Durchschn. Betrag $3,933
Durchschn. Dauer 5 Tage
Durchschn. Antwortzeit 2 Tage

Screenshot

FeliceBet Casino Beschwerden

Alle eingegangenen Beschwerden ansehen
Geld wird unterschlagen

Sehr geehrte Damen und Herren!

Da ich mir nicht mehr zu helfen weiß, möchte ich ihnen mein Problem mit dem Anbieter felicebet.com darstellen.

Ich verspielte bei dem Anbieter mehrere hundert Euro. Als ich das Konto schließen lassen wollte, wurde mir ein Bonus von 30 Euro geboten. Tatsächlich hatte ich bei big Bass Splash extremes Glück und gewann den maximalgewinn von 5000 Euro während freispielen. Mir war bewusst dass es Bonusbedingungen gibt. Nachdem ich weiterspielte, erfüllte ich diese Bonusbedingungen bei einem Guthaben von über 4000 Euro. Da die Bedingung jedoch der maximale Gewinn des 5-fachen Bonus ist, wurde der Bonus nach Erfüllung der Kriterien auf 150 Euro echtgeld umgewandelt.

Ich spielte weiter und weiter. Ich konnte tatsächlich wieder viel gewinnen, zwischenzeitlich war ich bei einem echtgeld-Guthaben von über 3500 Euro. Letztlich entschied ich mich 2500 Euro auszuzahlen. Um die Auszahlung durchzuführen, musste ich mein Konto verifizieren lassen. Ausweis, adressnachweis und Zahlungsnachweis. Wurde alles erledigt und die Auszahlung eingereicht. Dies erfolgte am 23.08/24.08.

Da auch mit kurzer Auszahlung geworben wird, stand ich jeden Tag im Kontakt mit dem Casino. Via Mail und Live-Chat wurde mir immer mit vorgefertigten Nachrichten geantwortet, dass die Auszahlung bearbeitet wird und es einfach ein bisschen dauert.

Als ich (ich glaube) am 28.08 mich bei meinem Profil des Casinos einloggte, sah ich eine Mitteilung dass meine Auszahlung storniert wurde. Als Grund wird mir eine Manipulation des Bonus vorgeworfen. Dies ist frei erfunden. Ich bat das Casino mehrere Male um Informationen welchen Bonus ich wann/wie/bei welchem Spiel manipuliert hätte. Via Live-Chat wurde mir versichert, die "zuständige" Abteilung würde sich melden, aber ich hörte weder von dieser Abteilung.

Nach mehreren Tagen antwortete das Casino und ist der Meinung dass auch kein echtgeld, welches stundenlang verwendet wurde, zum Bonus gehören würde. Das ist einfach nur frei erfunden. Weder in den AGB noch in den Bonus Bedingungen steht geschrieben, dass echtgeld nach Stunden wieder zu Bonusgeld wird und somit einfach storniert.

Das Problem besteht nicht nur darin dass die Auszahlung storniert wurde, sondern das Geld ist weg. Es wurde nicht meinem Konto gutgeschrieben oder ähnliches. Nicht Mal der vom Casino genannte Höchstbetrag, welcher in meinem Fall 150 Euro sein sollte.

E-Mail-Verkehr ist zum größten Teil gespeichert, ein Screenshot der Mitteilung der Stornierung der Auszahlung kann per E-Mail nachgereicht werden.

Auf der Hompage selbst, sind Lizenznummer udgl angegeben. Ein Link für Beschwerden, konnte nicht vorgefunden wurden.

Ich bitte um Hilfe bzw Rat wie ich weiter vorgehen sollte. Ebenso wurde die Plattform casino.guru mit dem Fall betraut.

Beste Grüße

Status unsolved Ungelöst
€2,500
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.
Status solved Gelöst
€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.
Status solved Gelöst
Withdrawal rejected against their own Terms and Conditions
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_
Status solved Gelöst
€70
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