FEZbet Casino - Se está ignorando la solicitud de cierre de cuenta del jugador.

I have repeatedly requested that my account be permanently closed, and I've done so again recently. Unfortunately, customer service/VIP service keeps stalling me for days, only to then tempt me with instant bonus offers to keep playing. Since I have a gambling addiction, which I've also disclosed, I'm truly surprised and annoyed that I'm being bombarded with yet more bonus offers to keep me and continue playing.

This is very poor customer management... and based on their approach, player protection seems to be just a buzzword there.

Thank you,

Best regards

DK

Ich habe mehrfach gebeten mein Konto dauerhaft zu schließen, aktuell erneut. Leider werde ich vom Kundenservice/ VIP Service tagelang hingehalten und dann immer mit Sofortbomus-Angeboten zum Spielen verleitet. Da ich ein Suchtproblem habe, dass ich auch mitgeteilt habe, bin ich wirklich überrascht und verärgert, dass mir schon wieder erneut Bonusangebote zum Verbleib und Weiterspielen unterbreitet werden.

Das ist ganz schlechtes Kundenmanagement…… und auf Grund des Vorgehens scheint dort Spielerschutz nur eine Floskel zu sein.

Vielen Dank,

Mit freundlichen Grüßen

DK

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Dear DimSum71,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear DimSum71,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

I have tried several times to forward the emails to you.

I get an error message every time I try to enter your address.

Regards

DK

Hallo,

ich habe mehrfach versucht Ihnen die Emails weiterzuleiten.

Ob Ihrer Adresse bekomme ich jedesmal eine Fehlermeldung.

MfG

D.K.

Thank you for your emails.

From the messages you forwarded to me, I can see that you requested your account to be closed for the first time on February 2. Could you please clarify whether the casino has closed your account in the meantime? If so, kindly specify the exact date of closure.

Additionally, how many deposits have you made since your initial account closure request?

No, the account was not closed; by the way, this wasn't my first attempt to close the account.

Nein, das Konto wurde nicht geschlossen, btw. das war nicht der erste Versuch von mir das Konto zu schließen.

Dear DimSum71

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear DimSum71,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the FEZbet Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a FEZbet Casino representative to join this conversation and participate in resolving this complaint.

Dear FEZbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear DimSum71,

Thank you for reaching out to us.

We are sorry to hear about your situation and frustration in this case.

We would kindly like to inform you that your account now has been permanently closed without option of reopening as per your request.

We wish you all the best.

Kind regards,

FezBet Team

Dear DimSum71,

According to the casino’s reply, your account is now permanently closed.

However, upon reviewing the communication between you and the casino, I would like to point out an important detail. After your initial self-exclusion request, you were informed that your balance of €570 would be voided.

Players should never be "threatened" that their balance will be voided upon a self-exclusion request. This contradicts the basic purpose of self-exclusion and responsible gambling — which is to protect vulnerable players from losing their money.

Since the original disputed amount was zero and your main request was to close your account, please let us know whether you consider this case resolved.

But, if you would like to discuss the balance of €570 that you had in your account at the time, please let us know, and I will investigate further. If your account was closed and your balance was voided OR if you gambled this amount after your self-exclusion request, you should be eligible for the funds that were in your account at that time. As mentioned above, casinos should never "threaten" a player that their balance will be voided after a self-exclusion request.

Dear DimSum71,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Igor
Casino.Guru