FEZbet Casino - La cuenta del jugador está bloqueada para retiros.

Hello,

the casino has blocked my account for withdrawals,

but doesn't give me any reasons.

I contacted the chat, which told me that the case would be forwarded.

But since then, no sign of life from the casino.

I played WITHOUT a bonus and just want my money back.

Hallo,

das Casino hat meinen Account für Auszahlungen gesperrt,

nennt mir allerdings keine Gründe.

Ich habe den Chat angeschrieben, der mir sagte, dass der Fall weitergeleitet wird.

Aber auch seit dem kein Lebenszeichen vom Casino.

Ich habe OHNE Bonus gespielt und möchte einfach nur mein Geld wieder haben.

Dear RaBe72,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you currently have access to your casino account, but you cannot request a withdrawal?
• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?

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,

Kristina

Hello,

KYC was not requested and no, this would be my first withdrawal, as I've only lost there so far...

Attached is a screenshot when I want to request a payout:

HAllo,

KYC wurde nicht angefragt und nein, es wäre meine erste Auszahlung, da ich bisher dort nur verloren habe...

Anbei ein Screenshot, sobald ich eine Auszahlung anfordern möchte:

Thank you very much for your reply, RaBe72. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello,

Unfortunately, I don't have much because I only wrote via chat and they promised to send me an email. (Didn't happen)

Hallo,

da habe ich leider nicht viel, weil ich nur mit dem Chat geschrieben habe und man mir versprach, eine Email zu senden. (Nicht passiert)

Thank you very much, RaBe72, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you RaBe72 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask FEZbet Casino for their help in resolving this complaint. We would like to know why the player's account is restricted and what we can do to help the player receive their winnings.

Thank you!

Dear RaBe72,

Thank you for reaching out to us.

Your account is under verification.

We have emailed you all the necessary documentation needed.

Once your account is verified, you will then be able to withdraw your funds.

Thank you in advance.

Best regards,

FEZbet Casino Team

I have now uploaded the required documents/proofs

Ivh habe die erforderlichen Dokumente/ Nachweise jetzt hochgeladen

Dear RaBe72,

Thank you for your prompt cooperation.

We apologize for the verification process taking a bit longer than usual, but we are pleased to inform you that your account verification has now been successfully completed.

We hope that everything will proceed smoothly from now on.

Best Regards,

Fezbet Team

Thank you very much for the update FEZbet Casino representative.

Dear RaBe72, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Now I have to wager the deposit once in order to be able to withdraw.

The sales had already been made!

Jetzt soll ich die Einzahlung 1x umsetzen, um auszhalen lassen zu können.

Der Umsatz wurde vorher bereits erbracht!

Dear FEZbet Casino representative, can you let us know why the player is still required to wager their deposit? Thank you in advance for your clarification!

Dear All,

All deposits in our casino need to be wagered at least once for the player to be able to request a withdrawal as per our T&C 6.8.

After checking the player's account, their deposit on the 2025-05-28 has not been fully wagered.

Once this deposit is wagered, the player can proceed with withdrawing their funds.

If you have any further questions, please let us know.

Best regards,

FEZbet Casino team

Hello,

I have now played in the casino again and have now requested a withdrawal of my balance.

Hallo,

ich habe jetzt nochmal im Casino gespielt und mein Guthaben jetzt zur Auszahlung angemeldet.

Dear RaBe72, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I've been waiting for a week

Ich warte bereits seit einer Woche

Dear RaBe72,

Your withdrawal has been processed, and the money has been sent from our side.

The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank's standards.

If you have any further questions, please do not hesitate to let us know.

Best regards,

FEZbet Casino team

Thank you very much for the update FEZbet Casino representative.

Dear RaBe72, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello,

Yes, I can confirm that the money was received yesterday.

Hallo,

ja, ich kann bestätigen, dass das Geld gestern eingegangen ist.

Dear RaBe72,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter