FEZbet Casino - El retiro del jugador se ha retrasado.

I have been waiting for my payment from FezBet for more than 4 weeks, at first my documents for verification were not in order and I had to correct them 5 times, with other providers I had no problems with the documents. Today my payment from December 5th for € 1000 was canceled for no reason. This is clearly a fraud! I will look into legal action. Have deposited more than € 5000 and would like to withdraw 300. Please help me

Ich warte seit mehr als 4 Wochen auf meine Auszahlung von FezBet, erst waren meine Dokumente zur Verifizierung nicht in Ordnung und ich musste 5 mal nachbessern, bei anderen Anbietern, hatte ich keine Probleme mit den Dokumenten. Heute wurde dann meine Auszahlung vom 5.12 über 1000€ ohne Grund storniert. Das ist eindeutig Betrug! Ich werde rechtliche Schritte prüfen. Habe mehr als 5000€ eingezahlt und möchte 300 auszahlen lassen. Bitte helfen Sie mir

Dear Kevin,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost a month is unusually long time.

However, 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

Exactly, my winnings have been pending for several weeks and I contact the support staff every day. Unfortunately, I am always fobbed off with standard answers that I should be patient a little longer. In my account it has been stated for weeks that it has been processed, although nothing has changed. I have also received emails saying that my money will be there in 3-5 days. Just stupid that I've been waiting for it for weeks ...

I also have no access to the money and I can no longer cancel the payout.

I'm really desperate and don't know what else to do ...

Kind regards

Controlix

Genau, meine Gewinne stehen seit mehreren Wochen aus und ich kontaktiere tagtäglich die Supportmitarbeiter. Leider werde ich immer nur mit Standardantworten abgespeist, dass ich mich noch etwas gedulden soll. In meinem Konto steht auch seit Wochen dass sie bearbeitet wurde, obwohl sich nichts tut. Auch habe ich emails erhalten, wo drin steht, dass mein Geld in 3-5 Tagen da ist. Doof nur, dass ich seit Wochen schon darauf warte…

ich habe auch keinen Zugriff auf das Geld, kann die Auszahlung nicht mehr stornieren.

bin echt verzweifelt und weiß nicht was ich noch machen soll…

Mit freundlichen Grüßen

Kontrollix

Thank you very much, Kevin, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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 Kevin!

I will take care of your complaint from now on. I'd like to invite representatives of FEZbet Casino into this discussion in order to provide us with an explanation of the situation and help us resolve the withdrawal issue.  

That sounds good! I am curious whether we will be fobbed off with the standard excuses that I have been hearing for about a month now.

Thank you for the effort!

Das hört sich doch gut an! Ich bin gespannt, ob wir hier auch mit den Standardausreden abgespeist werden, die ich nun seit ca. Einem Monat höre.

vielen Dank für die Mühe!

Dear Customer,

Thank you for taking the time to bring your concerns to our attention.

We completely understand how frustrating the situation is. 

Rest assured that we are striving to process all the payments as fast as possible, however, certain aspects are outside of our control. Unfortunately, one transaction was rejected from the side of the payment provider and the money returned to your gaming balance on December 30. When it occurred our finance department did notify you via email and asked you to create a new withdrawal request. 

Be informed that at the moment there are no pending payouts in your profile. The latest was processed yesterday and you should expect it in your bank account in the nearest time.

We apologize for any inconvenience caused and hope the above clarifies the situation. Should you have any questions or concerns, please feel free to contact us at any time.

Best wishes,

Fezbet.com

Hello all,

I would like to ask the casino for the reason Kevin's withdrawal request has been rejected by your payment provider and what steps are to be done to prevent it from happening in the future. Thank you.

Dear Tomas,

The payment provider requested the necessary documents from us with a delay and at the time of the request the transaction was canceled by them until the information is received. As soon as we provided the requested customer's documents, the payout was processed.

We hope that the occurred will help us to prevent future occurrences of this kind.

Please let us know if we can be of further assistance.

Regards,

Fezbet.com

Dear Fezbet Casino.

Does that mean you expect that when Kevin tries again to make the withdrawal request, he'll succeed this time? What should Kevin do to successfully withdraw?

Dear Tomas,

Yes, since the issue was not on the customer's side it was resolved by the operator and his further withdrawal queries should be processed as usual and without difficulties. 

In case he faces any other issues, our support is 24/7 ready to assist.

Regards,

Fezbet.com

Thanks for the clarification.

Kevin, I sincerely believe your withdrawal will be successful in the case you try to submit another withdrawal request. Let us know how it went.

It has now been paid out, anyway, I don't think it's okay. For me an absolute no-go to have to wait a month for his money.

For me this is a reason to avoid the site and definitely not to recommend it to anyone!

Thank you very much for the support of Casino Guru, without you I would have come away empty-handed….

thank you very much !!! 👍🏻👍🏻

Es wurde jetzt ausgezahlt, trotzdem, finde ich die Art und Weise nicht okay. Für mich ein absolutes No-Go, einen Monat auf sein Geld warten zu müssen.

Für mich ist das ein Grund, die Seite zu meiden und definitiv auch nicht weiterzuempfehlen!

Ich bedanke mich sehr für die Unterstützung von Casino Guru, ohne euch wäre ich wohl leer ausgegangen….

vielen Dank!!!👍🏻👍🏻

I am glad to hear you received your winnings, Kevin! Thank you for letting us know. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.