FEZbet Casino - Das Spielerkonto wurde gesperrt.

Opened an account at fezbet on October 31, 21 and deposited 55euro.

My bonus was 125% or 68.75

Won with 7 Euro combined bet with 5 games ... Profit 3148 €

I unlocked my bonus with 10 times the turnover.

I initiated the first payment on November 1st for € 300

Then another 300 and the last over 500.

I sent documents to fezbet ID card..driver license ... proof of address and screenshot of the bank account sent to fezbet for verification.

The company's live agent wrote to me that the 3 payout dates are after 17 days, everything that turned out to be a lie.

Then last week the next hammer .... fezbet wants a Skype call verification .. I made an appointment for today, November 22nd, 2021 with them ..

I talked to her for 10 minutes ... I didn't understand her because she had a strange accent ... I answered all questions so far ... After the call, my account was blocked on the grounds that I did not pass the test ....

But it was clear to me from the start that they didn't want to pay ..... were looking for a reason .... something dubious

Please help

Greetings Angie

Habe ein Konto bei fezbet eröffnet am 31.10.21 habe 55euro eingezahlt.

Mein bonus Betrug 125% also 68.75

Habe mit 7 Euro kombinierte wette mit 5 spielen gewonnen...Gewinn 3148€

Habe mein bonus freigespielt mit 10fachen Umsatz.

Habe die erste Auszahlung am 1.11 veranlasst über 300 €

Dann nochmal 300 und die letzte über 500.

Habe Unterlagen an fezbet gesendet ID Card..Führerschein...adressnachweis und Screenshot vom Bankkonto an fezbet zur Verifikation geschickt.

Der Live Agent der Firma schrieb mir das die 3 Auszahlungstermine stehen nach 17Tagen alles eine Lüge was sich heraus stellte.

Letzte Woche dann der nächste Hammer....fezbet will eine Skype-Anrufverifizierung..habe eine Termin für heute den 22.11.2021 mit denen abgemacht..

Habe 10 Minuten mit ihr geredet...hab sie schlecht verstanden da sie einen komischen Akzent hatte...habe soweit alle Fragen beantwortet...Nachdem anruf ist mein Konto gesperrt worden mit der Begründung ich habe den test nicht bestanden....

Aber mir war von Anfang an klar das die nicht zahlen wollen.....haben nach einem Grund gesucht ....sowas unseriöses

Bitte um Hilfe

Gruss Angie

Dear Angie,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that the unsuccessful Skype call seems to be the only obstacle standing between you and your winnings? Have you recorded it by any chance? If yes, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Of course i was unsure because i had never done anything like that before ... no betting provider ever wanted a skype call verification ...... i felt like i had done something wrong and sat in a dock and had to justify why I felt I won .... you understand that ??? Because my feeling has suspected that something bad is coming .... intimidate and threaten to close an account ....... something is called a criminal and dubious

Natürlich war ich mir unsicher weil ich sowas noch nie gemacht habe...noch nie wollte irgendein wettanbieter eine Skype-Anrufverifizierung......ich habe mich wie als ob ich irgendwas verbrochen habe und auf einer Anklagebank sitze und mich rechtfertigen muss wieso ich gewonnen habe gefühlt....versteht ihr das??? Weil mein Gefühl vermutet hat das irgendwas böses kommt....einschüchtern und drohen Konto zu schließen.......sowas nennt man Verbrecher und unseriös

Dear Angie,

Please allow me to ask you if I understand correctly that this complaint is sports betting related?

As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru. Please let me know how you would like to proceed.

I sent you an email ... with more information

Habe dir eine Email gesendet....Mit weiteren infos

I played sports betting as well as casino slots ... so I used the casino offer a lot ... played the game of netent twin spin can also send you screenshots of my winnings ..... which was strange again that this game was no longer available on the site after two weeks .....

On sports betting I was given a limit of 1 Euro in the casino I could easily play with larger stakes ... doesn't that seem strange to you? I already ... does that smell like fraud? I do!

Ich habe sowohl sportwetten als auch im Casino slots gespielt...somit habe ich das Casino Angebot auch sehr viel genutzt.. habe das Spiel von netent twin spin gespielt kann ihnen auch Screenshots von meinen Gewinn zuschicken.....das merkwürdige wiederum war das dieses Spiel nach zwei Wochen nicht mehr auf der Seite zur Verfügung war.....

Auf Sportwetten bekam ich ein Limit von 1 Euro im Casino konnte ich ohne weiteres mit größeren Einsätzen spielen...kommt euch das nicht komisch vor? Mir schon....riecht das nach Betrug?? Mir schon!

Thank you very much, Gio75, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Ok thank you very much

Wait for Peter🙂

Ok vielen lieben Dank

Warte auf Peter🙂

Hi Angie,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite FEZbet Casino to the conversation to participate in the resolution of this complaint.

Hi Peter

Fezbet refers to the fact that I disregarded the terms and conditions ...

As far as I can see, your account has been permanently closed in accordance with section 5 of our Terms and Conditions.A friendly reminder of the link to access it: https://fezbet.com/de/rules

and

Please refer to our General Terms and Conditions point 3.4, which states that the casino account should only be in your possession, so this is the final decision of management and is non-negotiable.

I owned 100 percent of the account ... I just played with it ... but my husband gave tips and we talked about a lot of sports bets and in the end it was my decision whether to bet on it or not.

Should my husband have opened an account with Fezbet too? Also contradicts the terms and conditions because only one household is allowed to have an account with Fezbet .... so you are in a bind and no matter what you do .... you are the lost one ... the terms and conditions are fraudulent

I think it is legitimate to communicate with your partner about betting events ...

Usually and with every betting provider that all the necessary documents are sufficient for verification .... I have over 15 years of experience with providers but that goes too far and I've never experienced anything like that.

I wish that you support me

Thanks very much

Hallo Peter

Fezbet bezieht sich darauf das ich die AGB missachtet habe...

As far as I can see, your account has been permanently closed in accordance with section 5 of our Terms and Conditions.A friendly reminder of the link to access it: https://fezbet.com/de/rules

Und

Bitte beachten Sie unsere Allgemeinen Geschäftsbedingungen Punkt 3.4, wo es heißt, dass das Casino-Konto nur in ihrem Besitz sein sollte, daher ist dies die endgültige Entscheidung des Managements und nicht verhandelbar.

Das Konto war zu 100 Prozent in meinem Besitz...ich habe damit nur gespielt...aber mein Mann hat mit Tips gegeben und wir haben über viele sportliche Wetten gesprochen und letztendlich war es meine Entscheidung on ich darauf wette oder nicht.

Hätte meine Mann auch ein Konto bei Fezbet eröffnen sollen? Widerspricht auch den AGB da nur ein Haushalt ein Konto bei Fezbet haben darf....also ist man in der Zwickmühle und egal was man macht ....man ist der verlorene...die AGBs haben eine betrügerische Handlung

Ich denke es ist legitim über wettereignisse mit seinem Partner zu kommunizieren....

Normalerweise und bei jeden wettanbieter üblich das alle erforderlichen Dokumente zur Verifikation reichen....habe über 15jahre Erfahrungen mit Anbieter aber sowas geht zu weit und habe sowas noch nie erlebt.

Wünsche mir das sie mich unterstützen

VielenDank

Dear Customer and CasinoGuru,

Thank you for reaching out to us.

Taking into consideration that the customer had struggles with responding to the operator’s questions about the gaming activity without reading some notes and could not even explain the basketball rules for the events on which she was placing stakes during the whole time, we rightfully considered the Skype Call verification as failed based on all discrepancies.

Thereafter the gaming account has been closed and the deposit made on the website was returned in accordance with Terms and Conditions which were accepted upon registration:

3.4 You must not sell or transfer your account to any other person and you must not buy or acquire accounts of other persons. You agree that any attempt to do so shall be null and void and shall constitute a breach of these General Terms and Conditions. This restriction includes, however is not limited to, a full prohibition on the transfer of any assets of value of any kind, such as, however not limited to, ownership of accounts, winnings, deposits, bets, rights and/or claims in connection with these assets, legal, commercial or otherwise. 

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

- immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;

- permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;

- void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account;

- void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account.

We thank you for your time and your effort.

Regards,

Fezbet.com

Hello fezbet

These are not arguments but you want to find unreal reasons not to pay out my money. You want to deceive me.

I answered your question about the basketball rules ... there are two threesomes and fouls ... what else do you want?

And is it also in your terms and conditions that if you don't know the rules of a sports game you are not allowed to place bets on it? You're so ridiculous. Sports betting is a game of chance and I was lucky!

And yes, I had difficulties because I didn't understand your colleague well

I was intimidated and threatened by you and yes I took notes because I didn't know what you wanted from me ...

These are not reasons

My reasons are ..... that I made all my documents available to you and that is the fact that I also opened the account with you ..

I am me and you can't deny that ..

You deliberately did not want to pay out my money ... because you are not serious.

You are welcome to close my account if not then I would have done it after the payout .... in my eyes you are not professional but are only looking for victims who always pay in nicely and you enrich yourself ..

You don't get very far in life with threats and lies ... that's why you have bad reviews everywhere

There must be something to it when so many customers complain ... or

Warm greetings

Hallo fezbet

Das sind keine Argumente sondern ihr wollt unreale Gründe finden um mein Geld nicht auszuzahlen. Ihr wollt mich betrügen.

Ich habe euch auf die Frage zu den basketballregeln geantwortet...es gibt zweier dreier und Fouls....was wollt ihr noch?

Und steht auch in euren AGB das wenn man die Regeln eines sportspiels nicht kennt keine wetten darauf abgeben darf? Ihr seit so lächerlich. Sportwetten sind ein Glücksspiel und ich hatte Glück!

Und ja ich hatte Schwierigkeiten weil ich eure Mitarbeiterin nicht gut verstanden habe

Ich eingeschüchtert war und von euch bedroht wurde und ja ich habe mir Notizen gemacht weil ich ka nicht wusste was ihr von mir wollt....

Das sind keine Gründe

Meine Gründe sind .....das ich euch alle meine Dokumente zur Verfügung gestellt habe und das ist die Tatsache das ich auch das Konto bei euch eröffnet habe..

Ich bin ich und das könnt ihr nicht leugnen..

Ihr wolltet bewusst mein Geld nicht auszahlen...weil ihr nicht seriös seit.

Ihr könnt gerne mein Konto schließen wenn nicht dann hätte ich es getan nach der Auszahlung....in meinen Augen seit ihr nicht professionell sondern sucht nur Opfer die immer schön einzahlen und ihr euch bereichert..

Mit Drohungen und Lügen kommt man im Leben nicht weit....deswegen habe ihr ja auch überall schlechte Bewertungen

Das muss doch was dran sein wenn sich so viele Kunden beschweren....oder

Liebe Grüße

Please note that the casino reserves the right to void all winnings and permanently close the account if the customer fails Skype call verification at the end of the specified time.

This is how you become intimidated and stir up fear with threats ...

And if you don't know the basketball rules, I don't have to answer them ... they are available on the internet at www.basketballrechte.de

Sports betting is a game of chance

You have no evidence at all ... nothing

Bitte beachten Sie, dass sich das Casino das Recht vorbehält, alle Gewinne zu stornieren und das Konto dauerhaft zu schließen, wenn der Kunde die Skype-Anrufverifizierung am Ende der angegebenen Zeit nicht besteht.

So wird man eingeschüchtert und schürt Angst mit Drohungen ...

Und wenn ihr die Basketballregeln nicht kennt muss ich sie nicht beantworten...die gibt es im internet unter www.basketballregeln.de

Sportwetten sind Glücksspiel

Ihr habt garkeine Beweise .....nichts

And one more addition

Since I also played the Twin Spin slot from Netent a lot in the casino, the allegations are also illegal ... or do you also need a rule customer in the casino?

I do not think so

Und noch eine Ergänzung

Da ich auch sehr viel im Casino den Slot Twin Spin von Netent gespielt habe sind die Beschuldigungen auch rechtswidrig....oder brauch man im Casino auch eine Regelkunde?

Ich denke nicht

Hi all,

Thank you for your replies.

Dear FEZbet Casino team,

I'd like to ask you some additional questions regarding the complaint. What was the original reason for making the verification call? Could you share the recording of the call with us? We can get the player to sign a Power of Attorney. Also, could you explain in more detail why the verification call failed? If you don't want to post this information here, you can send it by email to my email address: peter.m@casino.guru

What else occurred to me:

After playing on fezbet for about 2 weeks and my account had a balance between 6000 and 7000 EUR and I used all possible channels at Fezbet to advance my payouts and verification, they deleted all my betting activity and my casino activity ... I could, for example, mine Prize winnings with over 3000 euros can no longer be found in my history! got a betting limit of 1Eur and in the casino I could play slots with larger stakes .... then I played for about a week until I went down to 5100Euros ..... and in the last week I didn't play anything because I I wanted my 5100Euro ..... and then came the Skype call verification ... I also got an email from customer support in which 3 payment dates are given to me .... which have never been kept ... still have enough evidence .. ... because I saved everything ...

They do what they want with customers ... outrageous

MAINLY NOT PAYING OUT

Fezbet unfair casino and betting provider

Was mir noch eingefallen ist:

Nachdem ich ca 2Wochen auf fezbet gespielt habe und mein Account ca.ein Guthaben 6000 bis 7000Eur hatte und ich alle möglichen Kanäle bei Fezbet ausnutzte um meine Auszahlungen und Verifikation voranzutreiben haben sie meine ganze Wettaktivität und meine casinoaktivität gelöscht...ich konnte z.b. mir meinen wettscheingewinn mit über 3000Euro nicht mehr in meiner Historie finden!! bekam ein Wettlimit von 1Eur und im Casino konnte ich Slots mit größeren Einsatz spielen....habe ca. Dann noch eine Woche gespielt bis ich auf 5100Euro runtergegangen bin.....und in der letzten Woche habe ich nichts mehr gespielt weil ich meine 5100Euro haben wollte.....und dann kam die Skype-Anrufverifizierung...habe auch noch eine Email vom Kundensupport in der mir 3Auszahlungstermine genannt werden....die nie eingehalten worden sind...habe noch genug Beweise....weil ich alles gespeichert habe....

Die machen mit den Kunden was sie wollen...unverschämt

HAUPTSACHE NICHT AUSZAHLEN

Fezbet unfairer casino und wettanbieter

Just look at the email correspondence with fezbet

That also came ... I say yes they have tried all possible ways to violate the terms and conditions

Please refrain from using services that encrypt your data, such as VPN or similar connections, as this violates our general terms and conditions. Please log into your game account with a different connection and device to confirm your IP address.

I also did it and therefore passed the test ..... I had to react to everything and cooperate

It makes you feel sick ... make your life hell because you wanted to have some luck and fun ...

Gucke mir gerade den email Verkehr mit fezbet an

Das kam auch noch....ich sag ja die haben alle Möglichkeiten versucht um gegen die AGBs zu verstoßen und zwar

Bitte verzichten Sie auf die Nutzung von Diensten, die Ihre Daten verschlüsseln, wie VPN oder ähnliche Verbindungen, da dies gegen unsere Allgemeinen Geschäftsbedingungen verstößt. Bitte melden Sie sich mit einer anderen Verbindung und einem anderen Gerät in Ihrem Spielkonto an, um bestätigen Sie Ihre IP-Adresse.

Habe ich auch gemacht und somit den Test auch bestanden.....habe auf alles reagieren und kooperieren müssen

Da wird einem schlecht....machen dein Leben zur Hölle weil man etwas Glück und Spass haben wollte ...

Thank you Angie for the update, let's see if the casino sends the video so that we can make some progress.

If I had something to hide I wouldn't fight for my rights like that .... I would prefer if I had never opened an account with fezbet .. I would have saved myself a lot of nerves and headaches .. I would probably have 5 years longer live ... I have a proud family and I don't need to be treated ....

Hätte ich was zu verheimlichen würde ich nicht so um mein Recht kämpfen....am liebsten wäre es mir wenn ich nie bei fezbet ein Konto eröffnet hätte.. ich hätte mir eine Menge Nerven und Kopfzerbrechen erspart..wahrscheinlich würde ich 5 Jahre länger leben...ich habe habe eine stolze Familie und habe es nicht nötig zu behandelt zu werden....

Dear all,

Thank you for reaching out!

We would like to inform you that the customer has signed the agreement to share the video recording with Peter and we have sent the email with the relevant information for your review.

Regards,

Fezbet.com

Hi all,

Thank you for your emails and replies. I discussed the issue with our management. We looked at the recording of the video call and understand why the verification call wasn't successful in reference to questions about sports betting. Our suggestion is to cancel winnings from sports betting but pay the winnings from slots since the slots have nothing to do with any sports betting patterns.

Is that a betting pattern .... ??? or just luck?

It's like the lottery ..... you play 5 games and see how many of them you type CORRECTLY ....

Fezbet hope you are satisfied and happy since now ..... wish you a merry christmas😉

Ist das ein Wettmuster....???oder einfach nur Glück?

Das ist wie Lotto .....spielt ihr mal 5 Spiele und schaut wieviel ihr davon RICHTIG tippt....

Fezbet hoffe ihr seit jetzt zufrieden und glücklich .....wünsche euch frohe weihnachten😉

And thank you Peter and the Casino Guru for the support you are doing an amazing job ... I would never have thought that so many people have so many problems and difficulties with providers ... because I have never had problems in 15 years ... Respect you.....

I know for myself that everything is too much for me .... I have noticed that no matter how much right you have, the providers sit on the longer lever .... who search and search until you find something with which they can attack you before withdrawals ... probably especially those with a license in Curacao ... so from now on I will avoid these licenses ... It was a lesson to me from these sharks ...

You should be FAIR in life .... you can never give up and break always be a winner ..... like some providers ... I find that disgusting!

To the whole Guru team .... wish you a Merry Christmas and stay healthy ....

Und danke Peter und dem Casino Guru für die Unterstützung ihr macht einen Wahnsinnsjob...Hätte nie gedacht das so viele Menschen soviele Probleme und Schwierigkeiten mit Anbietern haben...denn ich , hatte noch nie Probleme in 15 Jahren....Respekt an euch.....

Ich weiß für mich das ,das alles zuviel für mich ist....habe gemerkt das egal wieviel Recht man hat, die Anbieter am längeren Hebel sitzen.... die suchen und suchen bis Sie was finden womit sie dich angreifen können um sich vor Auszahlungen zu drücken...wahrscheinlich vorallem die mit einer Lizenz in Curacao...deswegen mache ich ab jetzt einen Riesenbogen um diese Lizenzen...Es war mir eine Lehre vor diesen Haien...

Man sollte im Leben FAIR sein ....man kann nicht auf biegen und brechen immer Gewinner sein.....so wie einige Anbieter...ich finde sowas abscheulich!

An das ganze Guru Team....wünsche euch frohe Weihnachten und bleibt gesund....

Dear Peter,

Thank you for your input!

We would like to extend our gratitude towards showing your interest in the complaint raised by the player. We have gone through your received suggestion and want to inform you that the contribution to the winnings was predominantly made using a sportsbook, although the slots were also played between - it does not negate the fact that the Terms and Conditions were violated. Considering the above and guided by the rules, the winnings were deducted and the deposit was accordingly returned to the customer.

Thank you very much again for showing your interest and prompt attention to this complaint.

Regards,

Fezbet.com

Didn't expect anything else ...

Dealing with customers stinks to the sky .... regardless of losses ... black soul

They searched for a violation for 4 weeks by all means ......

I'm so disappointed that you can't put it into words ...

I hope good casino guru that you don't just accept that ..

Hab nichts anderes erwartet....

Der Umgang mit Kunden stinkt bis in den Himmel....ohne Rücksicht auf Verluste...schwarze Seele

Die haben ja 4 Wochen mit allen Mitteln nach einem Verstoß gesucht......

Bin sowas von enttäuscht das kann man nicht in Worte fassen....

Ich hoffe guter casino guru das ihr das nicht einfach so hinnehmen tut..

Casino Guru Fair Play Codex

Point 8 is very interesting😉

Casino Guru Fairplay Codex

Punkt Nr.8 ist sehr interessant😉

Dear Fezbet Casino team,

Thank you for your reply. Do you know how much exactly Angie earned playing purely the slots (no derived winnings from sports betting)? We are strongly convinced that she should get paid the winnings from slots since they have nothing to do with sports betting in general, with any sports betting patterns or knowledge of sports rules.

Dear Fezbet team

Your behavior is just impossible ...

What is your strategy ... how to get the money of strangers as quickly as possible?

Liebes Fezbet Team

Euer Benehmen ist einfach unmöglich....

Was ist eure Strategie.....wie man am schnellsten an das Geld fremder Menschen Kommt?

To the FEzbet

I also compromise .....

Pay me half and we'll draw a line ...

An das FEzbet

ich gehe auch ein Kompromisse ein.....

Zahlen Sie mir die Hälfte und wir ziehen einen Schlussstrich....

Dear Peter,

Thank you for your comments!

The thing is that all the winnings initially were achieved in the sports betting using the sports bonus likewise; hereafter when the player started playing casino games and was receiving the winnings in the slots, they all respectively were derived from the sports stakes winnings.

Despite this, we also provided you with the statistics of winnings to your email showing that the balance was based on sports winnings, as you requested. Although claiming the winning from slots here on forum the player thereby confirms our suspicions that somebody was using her gaming account and placing the stakes, and hence she confirms the breach of the Terms and Conditions. Therefore, we remain in the position that the player is not entitled to any winnings.

Kindly note that our decision is final and non-negotiable - we hope this clears the case for you too and wish you all the best for the future.

Regards,

Fezbet.com

Dear Fezbet Casino team,

Thank you for the email and provided evidence.

Dear Angie,

I looked at your betting history and I'm afraid there is nothing we can do. All the winnings were indeed derived from sports bets and you initially took a sports bonus with the deposit. I was hoping you would at least have some winnings made purely on slots. However, this is not the case so we can't request any winnings from the casino. Unfortunately, your complaint will be rejected. If you disagree with our decision, I recommend turning to the casino's gaming authority (certria@gaminglicences.com). I wish I could be of more help.

Best regards,

Peter