FEZbet Casino - El retiro del jugador se ha retrasado.

Bearing in mind that FEZbethas a good reputation and an overall good rating on Casino Guru. I am surprised that my withdrawal has been pending for 2 whole weeks now. Can you guys please help me speed up the process?

I have been asking how long I need to wait to at least get a sense of when I should expect the payment, but they keep saying soon on live chat.

Hello,

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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share your communication with the casino to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

1. Have you made any successful withdrawals from the casino in the past?

No i haven't, this is my very first.

2. Could you please confirm that you have passed the KYC verification?

On my account page it says it is not needed at the moment, they havent asked as well.

3. Have you accumulated your winnings with the help of a bonus?

No, I don't use bonuses.

4. Could you please share your communication with the casino to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I never got to screenshot the messages or download the chat transcripts but i can vividly remember all the kinds of messages i always get when i contact them

Messages like: Thank you for your patience! I

have looked into your

withdrawal, and it appears

there is a delay in processing

Rest assured, this is nothing to

be concerned about, and your

withdrawal is secure. We kindly

ask for your continued

patience as we work through

this process, and we apologize

for any inconvenience this may

have caused

Once everything is finalized,

the status of your withdrawal

will be reflected in your

balance history or something like: I'm truly sorry for the long wait

in processing your withdrawal

I understand how frustrating

this situation must be for you,

and I sincerely appreciate your

patience. Please rest assured

we are actively working on

resolving it and will get it

completed as soon as

possible. When I ask for a time-frame I am not given one.

Thanks for the detailed explanation.

Did the casino process some or all of your withdrawals since your last post?

If the issue persists, please share screenshots of the current pending withdrawal requests as they appear in your player's profile as evidence.

Looking forward to your reply.

Yes, they processed one of the withdrawals in the amount of #155000, and the balance of over #400000 is yet to be paid. I have attached the screenshot here.

They've finally processed the second withdrawal.

Thanks for the help.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear eodioko82,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas