FEZbet Casino - Рахунок гравця було закрито, а його виграш конфісковано.

I deposited 200 euros on their site, played only blackjack without using bonuses. After 1-2 days of playing I had won 200 euros and wanted to withdraw them. They started delaying me for weeks, saying they needed time. After that, they demanded a lot of documents that I attached and finally they closed my account and refuse to pay me the deposit and the winnings.

Dear stoyanstoyanov990,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please specify which documents you provided to the casino? Have any of your documents been approved and verified? Which of your documents were rejected?

Have you received any email after your account was blocked? Have you contacted customer support to inquire about the reasons why your account was closed and your balance confiscated?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I attached everything they want:

 - an identity document

 - email and phone verification

- address document

- a document confirming the card through which the deposit was made (because it is digital from Revolut)

Some of them were refused, but they didn't tell me the reason.

Yes, I received an email from them telling me that my account was closed and the reason is that: ''breach of our Terms and Conditions, specifically Section 5.3''. 

I have asked them what will happen to my money and they have not answered me.

I have checked the Terms and Conditions of FEZbet Casino and this is what I found under rule 5.3:

5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

Could you please state the exact dates you provided the casino with each of your identity documents? Was it within the 30-day time frame after you were asked to submit your documents for the first time?

Also, kindly forward me all the communication between you and customer support that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

Sure enough the first time I attached them within 30 days, but then they denied them and I asked them about 5-6 times what the reason was and never got an answer why the documents were denied, because of that it was their fault that they passed 30 days.

I will send you my communication with them.

Thank you very much, stoyanstoyanov990, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you stoyanstoyanov990 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask FEZbet Casino for their help in resolving this complaint. We would like to know why was the player's account closed and winnings confiscated.

Thank you!

Dear all,

Thank you for reaching out.

Please be informed that we sent you an email to peter.c@casino.guru. Looking forward to your reply.

Best regards,

FezBet Team

Thank you for the response FEZbet Casino representative. According to your email, the player's account was closed due to not providing the documents in verification in 30 days, however, the player provided us with an email where they sent the documents within the 30-day period. What was the issue with the documents provided and why was the time not extended if you received them for the first time? Thank you in advance for the clarification!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

Thank you for your patience.

We are checking the issue with relevant department and would get back as soon as there is any update.

Best Regards

FezBet Team

Dear all,

We just wanted to let you know that we are still checking the issue with relevant department , thank you very much for the patience.

Best Regards,

FezBet Team

Dear all,

Thank you for your patience.

We would like to let you know that verification process was initiated in May, 2024 . Customer kept uploading documents till August , however he kept ignoring our request and we were still waiting for Proof of address document (the insurance document he provided could not be accepted as per our procedures). We had send a reminder and after no response from the customer we proceeded with closure as per our terms and conditions. 

Best Regards

FezBet Team

I never got a reply what they don't like about my documents, I can send another document to prove my address. if only they had said.

Thank you to the both parties for the update.

Dear FEZbet Casino representative, I don't think a blocking of the account is in order if the player was actively trying to pass the verification and sent you the requested documents. We respect the industry-wide 30-day rule for providing the documents however once the player has started the verification by providing documents, I see no reason to close their account. You should explain to the player what is wrong with the provided documents to help them pass the verification. I hope we can come to a compromise in this case and you will let the player finish the verification. Thank you in advance for your reconsideration!

Dear Peter,

Thank you for your patience.

We want to clarify that we count 30 days since the initial document request which was back in 28.05.2024 , we had also send you an email with proof where customer had send us modified documents which is also with breach of terms and conditions he had agreed on when creating his gaming account.

Best Regards

FezBet Team

Thank you for the clarification FEZbet Casino representative, I have responded to your email and am awaiting your reply. Thank you!

Dear stoyanstoyanov990, I will keep you updated about any new developments. Thank you in advance for your patience!

Dear stoyanstoyanov990

Thank you for your patience.

Our our policies allow for some flexibility, and we would like to offer you another chance to verify your gaming account , we think this shows we’re committed to fair treatment.

Please send us on email Proof of address which is not modified in any way or with any program.

Best Regards

FezBet Team

Dear stoyanstoyanov990,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I sent document that proof my address , i am waiting the casino to review it.

Dear stoyanstoyanov990 

Please be informed that we cannot accept the document you had send us .

We would kindly ask you to upload Proof of Address document in the form of Household Utility Bill, Bank statement or any government issued document, showing your name ; current address and not older than 180 days in original PDF format

Best Regards

FezBet Team

Hello, i sent you my bill of electricity in pdf format. I hope so that you will accept the document.

Dear stoyanstoyanov990 

Please send us a Proof of address document such as a Bank statement (not an online bank ), Utility bill (other than a mobile bill), or any government-issued document issued in your name and showing your registered residential address (in pdf format - not converted). The document should be no older than 6 months old.

The document you are uploading is screenshot that you had converted to PDF, we cannot accept such documents.

We need original PDF not modified or converted in any way.

Best Regards

FezBet Team

Dear stoyanstoyanov990,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, i am receiving all my bills and government letters via post. All documents that I have are in the form of the letter. Why do you want it to be digital?

Dear stoyanstoyanov990 ,

We would like to clarify that due to internal procedures we need the file in original PDF , we cannot accept screenshots converted files. Every reputable Bank can provide you with Bank Statement in PDF , also you can receive Utility bills in PDF format if you contact the company, or any government-issued document can be in PDF .

So please contact any of this institutions to receive the document and present it to us.

Kindly provide us with the any of the requested documents : Proof of address document such as a Bank statement (not an online bank ), Utility bill (other than a mobile bill), or any government-issued document issued in your name and showing your registered residential address (in pdf format - not converted). 

The document should be no older than 6 months old.

We hope this clarify the issue for you.

Best Regards

Fezbet Casino

Dear stoyanstoyanov990 ,

Please be informed that we are still waiting for you to upload the requested documents.

Best Regards

FezBet Casino

I know you are waiting, but I ask for your understanding. I told you that I do not have such a document. I need to get off work, go to some institution/bank, then send it to me. It will take time.

Dear stoyanstoyanov990,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.