FEZbet Casino - プレイヤーのアカウントは閉鎖されましたが、資金は没収されました。

I am writing to submit a complaint regarding FezBet Casino.

On 5 August 2020, I requested that my account be permanently closed. My request was processed and my account was closed at that time.

However, I recently discovered that my account had been reopened without my knowledge or consent. I was able to log in, deposit money, and gamble until I realized that my account should have remained closed. I should not have even been able to play there, let alone lose my money.

Following this incident, FezBet Casino has closed my account again, but they refuse to refund my lost deposits of €340. This raises serious concerns about responsible gambling procedures and account closure policies. I would like to know whether such conduct is compliant with industry standards and responsible gambling guidelines.

I ask that you investigate this matter and contact FezBet Casino to ensure my deposit is returned.

Thank you for your time and assistance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Jayjay87,

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 specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

Dear Jayjay87,

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 attached documents to my complaint that include my account closure requests and the casino’s responses. I have also sent these documents separately to the email address you provided.

The reason for my closure request was to prevent myself from accidentally returning to gamble on the platform.

I find this casino highly suspicious. I was not aware that a casino could treat a closure request so negligently and reopen an account at their discretion without informing me.

Dear Jayjay87, thank you for your response.

I have reviewed the attachments in your first message, but I was unable to identify any references to gambling-related concerns. Although there was a request for account closure, I would like to point out that the process of closing an account is straightforward and generally has minimal implications. Players have the option to reopen their accounts at any time, and the casino does not maintain ongoing obligations to them.

Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

Please let me know of any additional evidence or any relevant details that I may have overlooked. Otherwise, I'm afraid we will have to close this complaint.

Thank you for your understanding and cooperation.

I don't know why I should tell casino my reasons whatsoever. If I ask my account to be closed, I assume it stays closed and not suddenly reopen without any notification.

But I knew you were going to take casino's side in this. So thank you for nothing.

Dear Jayjay87,

Thank you for your response.

After carefully reviewing all the details, we regret to inform you that we are unable to proceed with your complaint.

When evaluating complaints related to failed self-exclusion or responsible gambling protection, our policy requires clear evidence that the player explicitly informed the casino about gambling addiction or loss of control over gambling when requesting account closure. In such cases, casinos are expected to immediately enforce a strict and permanent block.

In your original request, the reason provided for the closure was that the "casino never pays anything". For this reason, casinos typically treat such requests as standard account closure requests rather than strict addiction-related self-exclusion.

Because there is no evidence that gambling addiction was explicitly mentioned to the casino at the time of your initial request, we cannot require the casino to refund the losses that occurred later.

We understand that this situation may be frustrating, especially considering the circumstances you described. However, based on the available evidence and our complaint evaluation policy, we are unable to request compensation from the casino.

Thank you for your understanding.

Best regards

Attila

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.