FEZbet Casino - La cuenta del jugador fue bloqueada.

After registering, I won €500 after making a deposit. The casino claims to have transferred the €500 and then blocked my account not there until today.

Ich habe nach der Registrierung 500 € nach einer Einzahlung gewonnen das Casino behauptet die 500 € überwiesen zu haben und hat danach mein Account gesperrt seitdem heißt es immer das Geld sei unterwegs und immer wieder dieselben Antworten wenn man mit dem Support in Kontakt tritt das Geld war bis heute noch nicht da.

Dear eissnerbenjamin1986,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with FEZbet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked? What games did you play to accumulate your winnings in the casino? (slots, live games, multiplayer)
• Did you achieve your winnings with the help of an active bonus or a promotion? 
• When did the casino process the withdrawal of your winnings from their side?

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

Best regards,

Tomas

I've been playing since May 14th. or 15.05 without an active bonus.

I can email you screenshots because i couldn't upload them here on the site you just need to give me an email address to email them to

Ich spielte seit 14.05. bzw.15.05 ohne aktiven Bonus.

Ich kann ihnen Screenshots per E-Mail zukommen lassen denn ich konnte sie hier auf der Seite nicht hochladen bei ihnen sie müssen mir nur eine E-Mail-Adresse geben an die zukommen lassen kann

Please send the screenshots or any relevant evidence to tomas@casino.guru

I'll await your message.

I sent them the screenshots

Die Screenshots habe ich ihnen geschickt

Thanks for your messages. Do I understand correctly the casino sent you only 10€, instead of 500€?

Did the casino explain what happened to the other 490€?

Could you please explain how much did you deposit in the casino?

I'll await your message.

At first the amount was always nasty and it took a while until it was credited to my account and now all of a sudden it says the amount was canceled by the operator and therefore only 10 € was transferred and since then I haven't gotten an answer

Zuerst fies immer der Betrag wurde überwiesen und es dauert bis es meinem Konto gutgeschrieben wird und jetzt auf einmal wird gesagt der Betrag wurde von Seiten und Entscheidung des Betreiber storniert und deshalb nur 10 € überwiesen und seid dem bekomme ich keine Antwort mehr

I deposited €10 at the casino

Ich hatte 10 € bei dem Casino eingezahlt

Today another e-mail came from the casino with a weak statement and on further inquiry from me as to why this was done and or decided, I received no answer... Because there is absolutely no reason for them to cancel the winnings As I said, I didn't play with any bonus or did anything else in the casino that didn't correspond to the terms and conditions....

Here is the text from the email:

Saga (FezBet)

June 5, 2023 at 3:36 PM EEST

Hello Benjamin,

Thanks for your reply.

Kindly be informed that your account was closed by the Administration's decision. The winnings were deducted, however, the deposit of 10 EUR was refunded. The decision is final and non-negotiable.

Heute kam wieder eine E-Mail von dem Casino mit einer schwachen Aussage und auf weitere Anfrage von mir weshalb wieso dies so getan wurde und oder entschieden wurde darauf wird mir keine Antwort gegeben... Denn das ist absolut unbegründet dass sie die Gewinne stornieren denn wie gesagt ich habe mit keinerlei Bonus gespielt oder sonstige Sachen in den Casino gemacht die nicht den AGBs entsprechen würden....

Hier einmal der Text aus der E-Mail:

Saga (FezBet)

5. Juni 2023, 15:36 OESZ

Hello Benjamin,

Thanks for your reply.

Kindly be informed that your account was closed by the Administration's decision. The winnings were deducted, however, the deposit of 10 EUR was refunded. The decision is final and non-negotiable.

Thank you very much, eissnerbenjamin1986, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello eissnerbenjamin1986,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite FEZbet Casino to join the conversation.

Dear FEZbet Casino,

Can you please provide information on why were the player's winnings not paid? Did the player breach any of your rules? If so, which one?

If the information can't be shared publicly, please send them to michal.k@casino.guru

Dear Michal, 

Thank you for contacting us. 

We have sent all the details regarding the customer's account on your email: michal.k@casino.guru 

Please let us know if you have any further questions. 

Sincerely, 

Fezbet 

Thank you for the email and evidence, Fezbet Casino.

Dear eissnerbenjamin1986,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. There is sufficient evidence of multiple accounts created by you within the company's casino network where in some accounts you have just amended some information in an attempt to trick the system that's why you have failed the KYC process.

As mentioned in the casinos T&Cs:

4.1 By opening an account on our Website and by using our Website you warrant that:

- all data and information that you have provided when registering at our Website is true and real and you will continue updating this information in case of any changes;

9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

- using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets; 

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account

Under these circumstances, I will not be able to help you with this and this complaint will now be rejected. Casinos have a very strict policy regarding multiple account cases that have been used in this way.

I can only advise you to create only one account and use only your own valid personal details.

I wish I could have been of more help. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal