FEZbet Casino - El jugador no puede acceder a su cuenta.

I made an initial deposit of 500 euros by card, and then another one of 500 euros within 1 or 2 days. All the money was wagered on various bets, and after about 3 days the total amount in my account was approximately 1900-2000 euros. Systematically, my betting limits began to decrease, as did my withdrawal methods. After a couple of days, I was no longer able to access my account. When I attempt to log in, a message prompts me to access from a Chrome browser and delete cookies, which I have done on several occasions, rendering the cookie and cache error completely nonsensical as I have tried accessing my account from two different devices following the provided instructions. This appears to be a deliberate error to restrict my access to the account. Yet, it continues to not work for me despite doing nothing other than playing and winning bets.

Hice un depósito inicial de 500 euros pago con tarjeta y después otro de 500 euros en cuestión de 1 o 2 días. Toda la cantidad fue jugada en varias apuestas, y al cabo de 3 días aproximadamente la cantidad total de mi saldo fue de 1900-2000 euros aprox. De forma sistemática mis límites de apuesta se fueron reduciendo, y los métodos de retirada también. Al cabo de un par de días no tengo acceso a la cuenta. Al iniciar sesión me dale un mensaje indicando que entre desde un navegador chrome y que borre las cookies, lo cual he hecho en varias ocasiones, perdiendo todo el sentido del mundo el error por cookies y caché ya que lo he intentado desde dos dispositivos diferentes habiendo hecho lo que se me ha indicado. Es un error que aparece para limitar mi acceso a la cuenta. y sigue sin funcionarme sin haber hecho nada más que jugar y ganar apuestas.

Dear acid,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please post here the screenshot of the error you see when you try accessing your account?

Have you contacted the casino's customer support regarding your problem? If you have, what was their advice?

How long have you been experiencing these difficulties?

Could you please confirm if you passed the full KYC verification?

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

Con respecto a las withdrawals (teniendo en cuenta que han pasado más de 3 días) su contestación es:

"We are happy to confirm that your withdrawal is in queue for processing by our Finance Department.

We aim to process withdrawal requests within 3 business days, from the next day that the request was made, or from the day of the last processed withdrawal.

Please note that this timeframe excludes weekends and public holidays. 

The status of your withdrawal will be updated in your balance history once it has been processed.

In addition, bear in mind that in case you decide to revoke an existing pending withdrawal, the withdrawal process will recommence."…

Por otro lado su contestación a los límites que me impusieron antes de no poder volver a entrar en la cuenta es la siguiente: "Withdrawal limits vary depending on your account level, which is determined by your gaming activity within the last 90 calendar days.

It also changes depending on the ratio of your deposits, withdrawals, as well as the bonuses that were received.

The level is automatically calculated by our system, and we are not able to influence the status of any player's account manually.

Your current status allows you to withdraw up to 500EUR every 24 hours up to a maximum of 3 active withdrawal requests."

Además en un nuevo email, habiendo comunicado que no puedo entrar en la cuenta siguen diciéndome que consulte mi balance de la siguiente manera:

"Please be informed that after checking your account, we can see that a betting limit was set by the Traders Department. 

Kindly note that only the Traders have access to add or amend limits, therefore there is no option for me to affect their decision.

In addition, please note that you can only be logged into your account only from one device and try to access your account from Google Chrome.

If you have any additional questions, please, do not hesitate to contact us via email support@FezBet.com or via Live Chat. "

Las dificultades empezaron a los pocos días de abrir la cuenta, y la verificación KYC no ha sido pedida si no recuerdo mal.

Are you still unable to access your account? Could you please specify the exact dates when you received all of the emails you pasted above?

Impossible to access the account, one of the people through chat, in one of the many conversations I have had with them, sent me a new password (as a solution to the problem) with which I cannot access either. I knew in advance that this was not going to work because it is not a login problem, I always entered the same credentials (I am 100% sure of that) until from one moment to the next I stopped being able to log in. I'm 100% sure it's not a login issue due to bad credentials, just like it's not a cookie or cache issue. The message that appears is an excuse to limit my access to the account and they hold me responsible for it with this big lie, referring: first to the cookies and cache of my browser and second to the password. Before not being able to enter my account, I made two withdrawals, one of 450 and another of 490, both have been deposited but well outside the 3 business day period. I currently have approximately 1000 euros left in the account, and I still cannot access it and they have stopped answering my emails.

Imposible acceder a la cuenta, una de las personas a través de chat, en una de tantas conversaciones que he mantenido con ellos, me envió una nueva contraseña (como solución al problema) con la que tampoco puedo acceder. Yo sabía de antemano que esto no iba a funcionar porque no es un problema de inicio de sesión, puse las mismas credenciales siempre ( de eso estoy 100% segura) hasta que de un momento para otro dejé de poder entrar. Estoy 100% segura de que no es un problema de inicio de sesión por credenciales incorrectas, al igual que no es un problema de cookies o de caché. El mensaje que aparece es una excusa para limitar mi acceso a la cuenta y me responsabilizan de ello con esta gran mentira, haciendo alusión: primero a las cookies y a la caché de mi navegador y segundo a la contraseña. Antes de no poder entrar en mi cuenta hice dos retiradas, una de 450 y otra de 490, las dos han sido ingresadas pero muy fuera de plazo de los 3 días hábiles. En la cuenta en la actualidad me quedan aproximadamente 1000 euros, y sigo sin poder acceder y han dejado de contestar a mis emails.

All the emails mentioned above are from May 9, but I have not been able to log into the account since the 7th (they have proof since that day). I have already indicated that I want to withdraw my entire balance, since I cannot access my account, but they have stopped responding, only automatic messages telling me that my message has been received and will be reviewed by the team.

Todos los correos electrónicos arriba señalados son del 9 de Mayo, pero estoy sin poder entrar en la cuenta desde el día 7 ( desde ese día tienen constancia). Ya he indicado que quiero retirar todo mi balance, ya que no puedo acceder a mi cuenta, pero han dejado de contestar, solo mensajes automáticos que me indican que mi mensaje ha sido recibido y va a ser revisado por el equipo.

Thank you very much, acid, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@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.

Thanks for the help, as of May 20 I still have not received a response from my last attempt to communicate with them on May 13, after sending me the new password on May 12.

Gracias por la ayuda, a día 20 de Mayo sigo sin recibir respuesta de mi último intento de comunicación con ellos a fecha 13 de Mayo, tras enviarme la nueva contraseña el 12 de Mayo.

Today, March 21, I received 3 emails from you, one of them explaining that they have sent me a new username and a new password, in two separate emails. I still can't access it.

Hoy, día 21 de Marzo he recibido 3 emails suyos, uno de ellos explicándome que me han enviado un nuevo nombre de usuario y una nueva contraseña, en dos emails por separado. Sigo sin poder acceder.

Hello acid,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

Additionally, tell me please - have you tried to access your account from different device?

I would like to invite FEZbet Casino’s representatives to join this discussion in order to resolve this issue.

Dear FEZbet Casino,

Could you please provide additional information regarding this case? Specifically, I'd like to know why the player is unable to access his account. Is the account blocked? If so, please provide the reasons for the blockage.

Best Regards,

Jakub

Yes, I tried to log in from another device and the information after logging in was the same, that I deleted the cache and cookies, so the message makes very little sense. On the other hand, and without asking for it, they sent me a new password with which I also did not I was able to access it, the same message remained after logging in. Yesterday (after 9 days) they answered me with a new username and password, which I tried and it kept giving me the same error message. I have asked on more than two occasions in my emails that they give me all my funds since access is impossible and they continue to delay me, trying to make me believe that it is a logging problem, when it never was.

Sí intenté entrar desde otro dispositivo y la información tras el loging era la misma, que borrase la caché y las cookies, con lo cual tiene muy poco sentido el mensaje Por otro lado, y sin pedirlo, me enviaron una nueva contraseña con la que tampoco pude acceder, seguía el mismo mensaje tras el loging. Ayer ( después de 9 días) me contestaron con un nuevo nombre de usuario y contraseña, los cuales probé y seguía dándome el mismo mensaje de error. He pedido en más de dos ocasiones en mis emails que me den todos mis fondos ya que es imposible el acceso y siguen dándome largas, tratando de hacerme creer que es un problema de loging, cuando nunca lo fue.

They keep telling me the same thing... without giving a solution. I have sent you a test video deleting the cookies…

Siguen diciéndome lo mismo… sin dar solución. Les he enviado un vídeo de prueba borrando las cookies…

Dear Customer,

Thank you for reaching out.

Please accept our sincere apology for the inconvenience caused. We are currently looking into the problem.

In the meantime, we are checking for the solutions about the withdrawal of your winnings. You will be emailed as soon as there is an update.

Best regards,

FEZbet.com

The same story over and over again, since May 6 I have reported that I do not have access to my account and on several occasions that I want to withdraw my money since I cannot do it any other way and they continue to systematically delay me.

Una y otra vez la misma historia, desde el 6 de mayo comuniqué que no tengo acceso a mi cuenta y en varias ocasiones que quiero retirar mi dinero ya que no puedo hacerlo de otra manera y siguen dándome largas de manera sistemática.

Hello everyone!

Are there any updates regarding this case?

After all this headache, after almost a month, they have deposited the money, or so I think, since there is no receipt, and I still cannot access the account, they asked me for the information to be able to make a transfer of the Profits.

Después de todo este quebradero de cabeza, después de casi un mes, me han ingresado el dinero, o eso creo, ya que no hay recibo, y sigo sin poder entrar en la cuenta, me pidieron los datos para poder realizar una transferencia de las ganancias.

Dear Customer,

Thank you for providing us with the information.

We would like to inform you that the withdrawal of your balance was manually processed to your bank account from our side on 28.05.2024.

Best regards,

FEZbet.com

and what about the account? Will I have access again at some point? Can you explain to me why I suddenly stopped being able to enter?

y qué hay de la cuenta? Volveré a tener acceso en algún momento? Me podéis explicar por qué repentinamente dejé de poder entrar?

Dear acid,

Could you please let me know once you receive your funds?

Just as I said in the thread, they have already been received.

tal y como dije en el hilo, ya fueron recibidos.

Thank you for your confirmation, acid.

Since you have received all of the active funds from your account, I must close this complaint as resolved. Unfortunately, we do not handle complaints regarding closed or blocked accounts. I understand this may not be the outcome you were hoping for, but we are unable to conduct any further investigation into this matter.

Thank you for your cooperation and patience, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help!

Best Regards,

Kubo