Beschwerde #3 FEZbet Casino

Winnings unfairly canceled and blocked account

Von mrwr0na

vor 5 Jahren

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To be sure that the money can be withdrawn, I asked support if my balance is withdrawable and the answer was YES.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 When the withdrawn attempt was made, the first deposit bonus was still active (so the waggering requirements were still up but i do not have to wagger the real balance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

Unseriöses Casino FEZbet Casino

Grund Abgelehnte Auszahlung

Diskussion

AskGamblers

• Support Team

vor 5 Jahren

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.

FEZbet Casino

• Representative

vor 5 Jahren

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

Inaktiver Benutzer

vor 5 Jahren

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

AskGamblers

• Support Team

vor 5 Jahren

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 support@askgamblers.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.

FEZbet Casino Beschwerde-Statistik

Gelöst 30 / 31

Durchschn. Betrag $767

Durchschn. Dauer 8 Tage

Durchschn. Antwortzeit 2 Tage

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Sehr geehrte Damen und Herren,

Ich habe einen Gewinn von 400 Euro gewonnen. Alle Voraussetzungen zur Verifikation sind erfüllt. Aber es wird einfach nicht ausgezahlt. Auf Nachfrage werde ich immer wieder abgewimellt. Ständig wurde mir gesagt, dass meine Konto zwar verifiziert ist, aber das das Geld für den 17. 06.2022 vorgemerkt ist. Die Auszahlung kommt aber immer noch nicht. Angeblich sei die Anfrage sehr hoch.

Anbei erhalten Sie die Screenshots mit dem Kundenservice.

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Besten Dank für die Hilfe.

Mit freundlichen Grüßen

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Sehr geehrte Damen und Herren,

nachdem gestern 14 Tage lang meine Auszahlungsanfrage unbearbeitet blieb, wendete ich mich an den Kundendienst. Wie sie im Anhang dieser Beschwerde (Screenshot) sehen, wurden mir dort drei exakte Daten (24.02., 28.02., 02.03.) für meine drei offenen Auszahlungen zugesagt.

Meine Freude hielt jedoch nur kurz: Nachdem am 24.02. keine Auszahlung ankam und am 25.02. ebenfalls nicht, kontaktierte ich erneut den Kundendienst. Dieser konnte plötzlich keine konkreten Daten mehr nennen und verwies mich auf die Standard-Antwort, dass irgendwann bald die Auszahlungen bearbeitet werden.

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My username is < username removed >.

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I requested a withdrawal of Rs 31550 on 23rd April withdrawal transaction I'd be1ef752-c9d7-4cb6-999c-14b7b40fa6a7.

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I will be really grateful.

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Crypto transactions are almost instant, so I don't know why it's taking so long.

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