FEZbet Casino - 選手の退会が遅れました。

They are illegally withholding my money. It's been 6 days since I asked for the withdrawal, they asked me 3 business days to process it, every day I contact them they ask me to wait longer because there was a delay in processing. Completely malicious site, which does not respect deadlines and makes withdrawals difficult. They didn't let me verify when I asked and they keep stalling to process the payment. I'm sure they'll do whatever they can to avoid paying the price.

Estão retendo ilegalmente meu dinheiro. Já fazem 6 dias que pedi o saque, me pediram 3 dias úteis pra processar, todo dia que entro em contato com eles pedem pra esperar mais que teve atraso no processamento. Site completamente mal intencionado, que não respeita prazos e que dificulta o saque. Não me deixaram fazer a verificação quando pedi e ficam enrolando pra fazer o processamento do pagamento. Tenho certeza que irão fazer de tudo para não pagar o valor.

Dear pedrovictr,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

So far nothing, 8 days and they made another withdrawal request. They are clearly trying to steal my money. So far, they won't even let me verify, they'll keep postponing the payment and then they'll request verification that will certainly take a long time too, when they could have already let me verify a long time ago to speed up the process. Completely bad house.

Até agora nada, 8 dias e fizeram outro pedido de saque. Claramente estão querendo roubar meu dinheiro. Até agora sequer deixam eu verificar, vão ficar adiando o pagamento e depois vão solicitar a verificação que com certeza irá demorar muito também, quando já podiam ter deixado que eu verificasse a muito tempo para acelerar o processo. Casa completamente má intencionada.

15 days and I still haven't been paid, each day they ask for a new document for verification and keep stalling, extending the deadline and playing with the customer's face. Absurd! I have always asked for verification, but they expected to extend a period of 12 days to start verification and they are doing it in parts to take even longer, that is, I want to make payment as difficult as possible.

15 dias e ainda não fui pago, cada dia pedem um novo documento para verificação e ficam enrolando, estendendo o prazo e brincando com a cara do cliente. Absurdo! Desde sempre pedi a verificação, mas esperaram estender um prazo de 12 dias para iniciar a verificação e vão fazendo por partes para demorar ainda mais, ou seja, quero dificultar o máximo o pagamento.

Thank you very much, pedrovictr, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. 

Hello, pedrovictr!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance explain their side of the situation.

Thank you!

It's been 18 days and nothing. I've already been asked for five hundred receipts to verify, the last one sent 5 days ago and I didn't even get a response. House completely BAD INTENTION, they are wanting to keep my money anyway. Absurd to deposit in 20s and to be paid if it takes 20 days, even though I contact you every day and always promise me answers that never arrive. First serve and the house acts that way, completely regretted it.

Já se foram 18 dias e nada. Já me pediram quinhentos comprovantes para verificar, o último enviado a 5 dias e se sequer obtive resposta. Casa completamente MAL INTENCIONADA, estão querendo de toda forma ficar com o meu dinheiro. Absurdo se depositar em 20s e para ser pago se levar 20 dias, mesmo eu entrando em contato todos os dias e sempre me prometendo respostas que nunca chegam. Primeiro saque e a casa age dessa forma, arrependido completamente.

Pedrovictr, I see that you are frustrated by the situation and I understand it. Let us try to wait for the FEZbet casino's response, and then we will see what we can do. Casino usually has 7 days to give an answer, and after that 7 days more as the last chance. After that we close complaints as "Unresolved", which makes casino's rating lower. However, I hope that it will not be our case, so let us give it some time.

I just received an email that the casino simply closed my account for no REASON claiming fraud, I don't understand and I have no idea why but I've seen that they always do this due to other complaints I read on the internet. This is complete nonsense, I have never done anything irregular and have followed all the house rules, they are simply stealing my money!

Acabou de receber um email que o cassino simplesmente encerrou a minha conta sem MOTIVO nenhum alegando fraude, não entendo e nem faço ideia do porque mas já vi que sempre fazem isso pela outras reclamações que leio na internet. Isso é um completo absurdo, nunca fiz nada irregular e segui todas as regras da casa, estão simplesmente roubando meu dinheiro!

I'm very frustrated, it's been 20 days since I requested the withdrawal, I passed the verification processes and for no reason it was blocked now and they say they won't pay me claiming a term of the rules that doesn't make any sense, I never used it or did anything fraudulent against them, and I've seen them do this with virtually every account! This is nonsense, provide no proof and no explanation, I did nothing! My first account at the house and they act this way, just to not pay my money! I need you to help me, this is not fair!

Eu estou muito frustrado, já vão fazer 20 dias que solicitei o saque, passei nos processos de verificação e sem motivo nenhum foi bloqueado agora e dizem que não vão me pagar alegando um termo das regras que não faz sentido nenhum, nunca usei ou fiz nada fraudulento contra eles, e já vi que fazem isso com praticamente todas as contas! Isso é um absurdo, não fornecem nenhum prova e nenhuma explicação, eu não fiz nada! Minha primeira conta na casa e eles agem dessa forma, simplesmente para não pagar meu dinheiro! Preciso que me ajudem, isso não é justo!

They claim that I broke one of these rules: 9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions.

But I guarantee I didn't break any and I'm here to prove it. They didn't even explain to me what was the rules they are claiming and why so I can understand.

Eles alegam que descumpri alguma dessas regras: 9.1 The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions..

Mas eu garanto que não descumpri nenhuma e estou aqui para provar. Sequer me explicaram qual foi das regras que estão alegando e porque para que eu possa entender.

I received a reply email from them saying the same, that I broke this rule without explaining what or how. And I saw that they are aware of the complaint opened here because there was an internal notice in the email, and they do not respond in pure bad faith. This house had everything planned for this from the beginning, it seems to me that it never had the intention of paying its consumers, because this verification was only released after the withdrawal, so that they would delay, make it difficult and create things that do not exist.

Recebi um e-mail de resposta deles falando o mesmo, que infringi essa regra sem explicar qual ou como. E vi que eles tem conhecimento da reclamação aberta aqui pois havia no email um aviso interno, e não respondem por pura má fé. Essa casa desde o princípio tinha tudo planejado pra isso, me parece que nunca teve a intenção de pagar seus consumidores, por essa verificação ser liberada apenas após o saque, para que demorem, dificultem e criem coisas que não existem.

Dear Team, 

Thank you for contacting us. 

Please be informed that we have sent the explanation/evidence to your email at pavel.k@casino.guru

Sincerely, 

Fezbet.com

FezBet Casino, thank you for your response!

The answer to your e-mail has already been sent.

Pedrovictr, we have received a little bit of information from the casino and now we are investigating it to confirm or to deny the fact that there indeed was a breach of Terms and Conditions. Thank you for your patience once more!

Ok Pavel, I'll be waiting. I reaffirm that I have not breached any term, any type of proof or document I am readily willing to provide.

Ok Pavel, irei ficar em aguardo. Reafirmo que não infringi termo nenhum, qualquer tipo de prova ou documento estou prontamente disposto a fornecer.

Dear Casinoguru Team, 

Thank you for getting back to us. 

Kindly be informed that we have replied back to your last email. 

Thank you for your co-operation! 

Sincerely, 

Fezbet.com

Pavel, may I know what was the violation of the terms that is being analyzed? They always send me a message containing countless possibilities. If they inform me I can show the necessary documents or prove that I didn't do it in some way, these unilateral decisions by FezBet are unfair and above all suspicious. If until now they were unfair in closing my account out of nowhere, what guarantees me that, only after all this, they will still do a correct "investigation"? I want the chance to show here publicly that I didn't break the terms.

Pavel, posso saber qual foi a violação dos termos que está sendo analisada? Sempre me enviam uma mensagem contendo inúmeras possibilidades. Se me informarem eu posso mostrar os documentos necessários ou provar que não o fiz de alguma forma, essas decisões unilaterais da FezBet são injustas e acima de tudo suspeitas. Se até agora foram injustos em encerrar minha conta do nada, o que me garante que, só depois disso tudo ainda vão fazer uma "investigação" correta? Quero ter a chance de mostrar aqui, publicamente que eu não infringi os termos.

Pedrovictr, we are expecting the further evidence from the casino. It is hard to provide the exact information at the moment, so I suggest we wait a little bit more.

Thank you!

Hey Pavel, I just got paid. I don't know how to thank you, thank you so much for your dedicated time!

Ei Pavel, acabei de receber o pagamento. Não sei como agradecer, muito obrigado pelo seu tempo dedicado!

Dear pedrovictr,

I'm happy to hear that the issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Pavel

Casino.Guru