FEZbet Casino - プレイヤーのアカウントは閉鎖されました。

I have been waiting for my winnings for almost more than a month. 

I never took a bonus and i only play live roulette with real money. 

The casino asked me for ID card for bills for silfes day after day,I would like that they present and show everything I provided and everything they asked for. 

They made me wait for weeks, with delays and exussess, once they saw that all my documents are approved, after more than about 20 days they asked for Skype video call for verification. I ask and I approve that they share this recorded call with you, which I made last day. 

I play at so many casinos, and during the call they started to ask me about things that they know that i might not pay attention for, such as they asked how much winnings I have, which I know and it's about 2200 Euro, and they asked me about how much I requested to withdraw and I said I don't really remember about 1500 euro, but it's 1000 euro. I never pay attention for such things, I'm a daily player at many casinos. 

FezBet did not want to pay from the begging, and they intend and tried since day one to find an exusses. 

I approve that my ID card to be shared with guru as well my documents and all my account info as well the Recorded call. 

I never took a bonus, I never done anything wrong, this is too much of how you cancel winnings and close my account. 

Please tell us the reason of why my winnings are cancels from live roulette

Dear Sanna,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Has your deposit been refunded as mentioned in one of the emails from the casino?

Additionally, if there is any other relevant communication between you and the casino or any evidence that could help to support this case, please forward it to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello the casino let me wait from 28th mars till 19th april, while i sent them everything they asked for, you can clearly see that I'm the owner of my account, what more proof than me holding my ID cards in live video call next to my face?

The issue here is that the casino don't like seeing me winning real cash on live roulette that's what it is.

My account was closed during the verification prosses as well. I have been playing at so many online casinos for years, but i never faced such an issue, especially when I'm playing with real cash, not using a bonus.

After I requested my first 1000 Euro, and the rest kept at my account, they closed my account, notice that my ID, selfies was already provided, but they choose to close it anyway for no reason.

I did it break any rules, and there is nothing that can change the fact this is my account.

If you would like to check my ID as well,or anything else, I'm here to provide.

I have sent an email to you with the requested withdraw, note that thier still balance in my account.

Thank you very much Sanna for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Sanna,

I looked at your complaint as well as the additional information provided via e-mail and I understand the situation. I’ll contact the casino representative and see if I can help.

I would like to invite FEZbet to this conversation.

Dear FEZbet Casino,

Can you please explain the reasoning behind your decision in this case and provide supporting evidence to prove your claims? You can forward the information to my e-mail address andrej.p@casino.guru.

Dear all,

We would like to confirm that we have provided evidence to Andrej via email.

We remain open should there be any questions.

Best regards,

Fezbet.com

Hello ,

Please be kind and share the evidence with me,hopefully you will tell us what part of my Skype call failed for you!

Thanks in advance

Dear Sanna,

Unfortunately, all information provided by the casino is considered strictly confidential, therefore, we won’t be able to share any such information. Please note that the provided information is currently being reviewed. I’ll let you know as soon as there’s an update.

Hello Andrej I will send you now evidence from my side as well.

Thanks in advance

Dear all,

Please note that the case is still being assessed by our team. I’d like to apologize for the delay and thank you for your patience.

Thanks,take your time!

Please check the reviews to understand what I'm going through, this is happening with lot of other people. https://www.trustpilot.com/review/fezbet.com

FezBet please pay me my winnings, you already did at ZetCasino and paid me, it's.just less there, so please pay me as well at FezBet.

I can't take this anymore, it's really hurting and stressing me for weeks now!

Dear Sanna,

Thank you for your patience and for providing the additional information. Kindly note that we are discussing the issue with the casino representative. At the moment, we are awaiting their reply to an e-mail that was sent today (May 21st, 2021). I'm setting the timer for 7 days.

Thanks for updating me

Hello, any update?

Dear Sanna,

I apologize for the delay. Unfortunately, after a thorough review of the recording of the verification video call we have been provided, we are rejecting your complaint as ‘unjustified’. There are clear signs proving you are not the person who has been using your gaming account.

In case you are not satisfied with our decision and you truly believe your complaint is justified, I would recommend lodging an official complaint with the casino’s Licensing Authority, although I believe their ruling would not differ from ours. Please let me know if you decide to contact the Licensing Authority and our assistance is needed.

Dear Sanna,

Our decision was made after examining the recording of your verification call. Please note that the decision is final.

Due to the reasons specified in my previous response, we will now close your complaint as ‘rejected’. Please let me know if you decide to contact the Licensing Authority (andrej.p@casino.guru).

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.