FEZbet Casino - El jugador tiene dificultades para retirar sus ganancias.

Hello dear Casinoguru team,

I opened an account at Fezbet.com on 01/22/2022 and, as luck would have it, I won the same evening. The deposit of 100 EUR was made via Giropay. Now to the problem:

When I wanted to pay out the winning amount of EUR 554.60 via bank transfer, Fezbet.com referred me to "error code 2032: For withdrawal minimal deposit from the same payment system is required" - so I can't pay out if I don't have a deposit with me using the same payment method (I hope I got that right). However, that down payment with the same payment method cannot be made in either direction, since on the one hand Giropay is declared exclusively as a deposit method and bank transfer exclusively as a payment method, so I currently have no way of receiving my money, which is why I am contacting you .

Kind regards,

Maximilian F*****

Hallo liebes Casinoguru-Team,

ich habe am 22.01.2022 ein Konto bei Fezbet.com eröffnet und, wie der Zufall es so wollte, am selben Abend noch gewonnen. Die Einzahlung von 100 EUR erfolgte über Giropay. Jetzt zur Problematik:

Als ich nun den Gewinnbetrag von 554,60 EUR via Banktransfer auszahlen wollte, verwies Fezbet.com mich auf "error Code 2032: For withdrawal minimal deposit from the same payment system is required" - ich kann also nicht auszahlen, wenn ich keine Anzahlung mit der gleichen Zahlungsmethode tätige (ich hoffe ich habe das richtig verstanden). Jene Anzahlung mit der gleichen Zahlungsmethode kann allerdings in keine der beiden Richtungen getätigt werden, da zum einen Giropay ausschließlich als Einzahlungs- und der Banktransfer ausschließlich als Auszahlungsmethode deklariert wird, dementsprechend habe ich derzeit keine Möglichkeit mein Geld zu erhalten, weshalb ich mich an Euch wende.

Mit freundlichen Grüßen,

Maximilian F******

Dear Maximilian,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

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

Best regards,

Petronela

Thank you for your prompt reply!

While other withdrawal methods are offered on the Fezbet website, the error message remains the same. Furthermore, I have not yet been asked to verify myself, I only had to provide data such as name, address, email address, cell phone number, date of birth and gender to open the account.

That being said, I read in the terms and conditions that Fezbet prefers deposits and withdrawals to be made using the same method, but it is not mandatory (see Fezbet T&Cs 6.2). But I am denied this option.

Danke für die schnelle Antwort!

Es werden auf der Internetseite von Fezbet zwar andere Auszahlungsmethoden angeboten, allerdings bleibt die Fehlermeldung die gleiche. Desweiteren wurde ich bisher nicht dazu aufgefordert mich zu verifizieren, ich musste nur zur Eröffnung des Kontos Daten wie Name, Adresse, Email Adresse, Handynummer, Geburtsdatum und Geschlecht angeben.

Davon mal abgesehen habe ich in den allgemeinen Geschäftsbedingungen gelesen, dass Fezbet es zwar bevorzugt Ein- und Auszahlung mit der gleichen Methode zu vollziehen, es ist aber nicht zwangsläufig notwendig (siehe Fezbet AGB 6.2). Diese Option bleibt mir aber verwehrt.

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

Hello, Maximilian,

I am sorry to hear about your difficult situation. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite FEZbet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear FEZbet Casino Team,

Could you please state your proposal for resolving the player's complicated situation? How can the player receive his funds? Is it possible to make an exception in this special case and pay the player via bank transfer manually or use the payment method used for depositing?

Thank you in advance for providing the information.

Dear all,

Thank you for reaching out.

First of all we would like to highlight that we are always willing to assist our player with any issues they might face. We kindly invite the player to contact our support team in case they face any errors so these could be resolved faster.

We have emailed the client with the list of information we need to arrange the manual payout for them. We will proceed accordingly as soon as we get the answer.

Please let us know if there are any questions.

Sincerely,

Fezbet

Hello, FEZBet Casino Team,

Thank you very much for providing the information and explanation.

Dear Maximilian,

We recommend you follow the casino representative instructions that you can find in your email inbox. We would appreciate it a lot if you could keep us updated and let us know in case of any development.

We will keep this complaint open until your confirmation regarding successful withdrawal or an update.

We are looking forward to hearing from you news soon.

Hi, everyone,

I have now answered the email from Fezbet and provided all the necessary data for a bank transfer.

Fezbet offered me in this email to do a manual bank transfer to pay me out.

So I assume that my problem will be solved shortly. I will let you know when the money has arrived.

Many Thanks

Hallo zusammen,

ich habe nun die Email von Fezbet beantwortet und alle nötigen Daten für einen Banktransfer bereitgestellt.

Fezbet hat mir in dieser Email angeboten, einen manuellen Banktransfer auszuführen, um mich auszuzahlen.

Ich gehe also davon aus, dass sich mein Problem in Kürze lösen wird. Ich werde Sie informieren, wenn das Geld angekommen ist.

Vielen Dank

Hi, everyone,

Fezbet has already replied to me saying that my withdrawal has been forwarded to the finance department. I'll report back when the process is complete.

Kind regards,

Maximilian F*****

Hallo zusammen,

Fezbet hat mir bereits geantwortet und mir mitgeteilt, dass meine Auszahlung an die Finanzabteilung weitergereicht wurde. Ich melde mich nochmal, wenn der Vorgang abgeschlossen ist.

Mit freundlichen Grüßen,

Maximilian F******

What great news, Maximilian, we are looking forward to hearing your confirmation about successful withdrawal.

The money has arrived in my account.

Das Geld ist auf meinem Konto eingetroffen.

Thank you very much, Maximilian, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, FEZbet Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru