FEZbet Casino - discussione generale (pagina 4)

I see that something has already moved so let's see how it goes on and if you pass the verification successfully. So I will wait for your answer how it went and whether the documents were accepted or not. 

As far as Sportaza casino is concerned, it would be best if you keep the information about this casino here: https://casino.guru/forum/casinos/sportaza-casino---general-discussion

so we don't needlessly mix the two in a thread where they don't belong. 

Anyway, let us know how it goes so we know how it looks like. I'll keep my fingers crossed. 🤞

I still have no updates on FEZBET and look how curious it is: the proof of address that I initially sent to FEZBET (internet account) and was rejected was accepted at Sportaza (which is LITERALLY the SAME KYC process)... Strange, right?

Sigo sem atualizações na FEZBET e olha que curioso: o comprovante de endereço que enviei inicialmente na FEZBET (conta de internet) e foi recusado foi aceito na Sportaza (que é LITERALMENTE o MESMO processo KYC)... Estranho, não?

So far, the KYC for both has been the same, asking for: ID, proof of address, proof of wallet ownership and wallet transaction history. Fezbet refused my proof of address without giving a reason (although it is an account that is on the accepted list) and asked for a new proof of transactions, but this time from the bank account. I sent it along with the last two proofs of address that I have in my name (one of them is literally the contract for the house where I live, it clearly states my full name and address -- in fact, this document is also on the accepted list. I sent it initially on the 14th and I resent it on the 16th. And detail, I have had the withdrawal pending due to this since the 12th.

Até o momento o KYC de ambas foram os mesmos, pedindo: ID, comprovante de endereço, comprovante de propriedade de carteira e histórico de transações da carteira. A Fezbet recusou meu comprovante de endereço sem dar o motivo (embora seja uma conta que está na lista de aceitos) e pediu um novo comprovante de transações, só que agora da conta bancária. Enviei junto com os dois últimos comprovantes de endereço que tenho em meu nome (um deles é literalmente o contrato da casa onde eu moro, claramente consta meu nome completo e endereço -- aliás, documento este que também está na lista de aceitos. Enviei inicialmente no dia 14 e fiz o reenvio no dia 16. E detalhe, estou com o saque pendente devido a isso desde o dia 12.

Apparently Fezbet approved all my documents, but it still says that my account needs to be verified, although they did not request any new documents and the verification tab shows that my 5 documents were accepted. I went to the chat and their robotic customer service told me to continue waiting without giving me an update on what will happen.

I must be wrong, but they seem to make this KYC process as difficult as possible for the customer to lose patience, cancel the withdrawal and lose their entire balance. It is an absurd lack of transparency. They haven't updated me about the process by email once since the 12th, I always have to waste my time accessing the website and going to their chat to ask what to do next.

Now I continue with all my documents apparently accepted and approved, with the account still pending verification so that, if I complete the KYC process, I will have to wait another 3 days for the withdrawal to be processed. It's bizarre how unlucky I was to finally win something in a casino and it happened in that horrible betting house.

Aparentemente a Fezbet aprovou todos meus documentos, porém ainda consta que minha conta precisa ser verificada, embora não tenham pedido nenhum novo documento e na aba de verificação mostra que meus 5 documentos foram aceitos. Fui ao chat e o robótico atendimento deles disse para eu continuar esperando sem me dar uma atualização do que vai acontecer.

Devo estar errado, mas aparenta dificultarem ao máximo esse processo de KYC para o cliente perder a paciência, cancelar o saque e perder todo o saldo. É uma falta de transparência absurda. Não me atualizaram sobre o processo por email nenhuma vez desde o dia 12, sempre tenho que perder meu tempo acessando o site e indo no chat deles perguntar o que fazer a seguir.

Agora sigo com todos meus documentos aparentemente aceitos e aprovados, com a conta ainda pendente de verificação para ainda assim, caso eu termine o processo de KYC ter que esperar mais 3 dias para o processamento do saque. É bizarro a minha falta de sorte de finalmente ganhar algo em casino e acontecer nessa casa de aposta tenebrosa.

I see you are still in the process and I think it would be best if you cooperate with the casino and provide what is needed. If you get nowhere and your documents keep getting rejected without reason, be sure to keep updating so we can try to help you. For now we will have to be patient as we give casinos 14 days to resolve KYC situation, so we will see what changes in that time and hopefully you will pass the verification successfully. 

Perfect that everything was accepted. Now we will have to wait as you say it still looks as if the verification is not complete. I know it's a lot of work, but it takes a bit of patience. 

I firmly believe that you will be able to withdraw your money and everything will be fine. When that happens, let me know.

Okay, but what should I do now? All my documents were accepted and approved, no new documents were requested and my account is still pending.

Bom, mas o que devo fazer agora? Todos meus documentos foram aceitos e aprovados, não pediram nenhum novo documento e minha conta continua estando pendente.

I would try to ask support how it is and when it will be 100% that your account is verified if it says that everything is fine. I think it should be no problem for the casino to reply and then you can proceed with the withdrawal. If nobody responds and you are still on the same page, we will try to help.

However, since we give casinos 14 days to resolve both KYC and withdrawals and you've managed to verify, I think you may still need to wait a little while and when everything is as it should be, make your withdrawal.

Keep me updated as it goes on.

I'd say that verifying documents is just the first part of the process. There are many other aspects casinos aim to check before the withdrawal request is approved or the whole KYC finished. Since it would be quite ineffective to keep you constantly updated on the subject, casinos usually prefer to complete the check and explain the results based on the conclusion.

Luckily, this particular casino seems to be very decent; hence, I'm convinced the verification won't be delayed unnecessarily.

In case you'd like to get more familiar with the whole topic, I suggest this free e-course called "iGaming Player Verification and AML"

I'll be here for any updates 🤞

They checked my account and gave me a deadline of the 22nd to receive 1 withdrawal.

Verificaram minha conta e deram um prazo até dia 22 para eu receber 1 saque.

Great, so you can see that the wait was worth it. Of course I'm not going to jump to the conclusion yet and we'll see if you get your first withdrawal tomorrow. 

Also, be sure to let us know if it was successful. I hope you will be happy before the holidays. 😊

Anyway, after 11 calendar days, 6 in the KYC process and 5 waiting for withdrawal processing, I received the first payment.

This will not erase my negative experience. Honestly, avoid casinos that don't allow you to verify your account whenever you want. This tactic of only asking when you earn a lot is not transparent and, in my opinion, arbitrary.

Even though it is in the terms and conditions and I accepted the 3 business day deadline for processing withdrawals, this remains illogical today. And finally, the withdrawal limit on newly created accounts is ridiculously low, converting to USD is around 350 USD every 3 business days. In other words, if you win 1200 USD you will wait 11 calendar days (as weekends are not included) to receive your entire balance (if there are no unforeseen events).

I will hardly continue to use FEZbet.

Enfim, após 11 dias corridos sendo 6 no processo de KYC e 5 aguardando o processamento de saque eu recebi o primeiro pagamento.

Isso não vai apagar minha experiência negativa. Sinceramente, fujam de casinos que não permitem que você faça a verificação de conta na hora que quiser. Essa tática de só pedir quando você ganha muito é pouco transparente e ao meu ver arbitrária.

Mesmo estando nos termos e condições e eu ter aceitado o prazo de 3 dias úteis para processamento de saque isso continua ilógico para os dias atuais. E pra finalizar o limite de saque em contas recém criadas é ridículo de baixo, fazendo a conversão para USD fica em torno de 350 usd a cada 3 dias úteis. Ou seja, se você ganhar 1200 USD vai esperar 11 dias corridos (pois não contam fim de semana) para receber todo seu saldo (isso se não houver nenhum imprevisto).

Dificilmente continuarei a usar a FEZbet.

Perfect that you got the first part of the money. May I know how much you are waiting for now ? 

As far as account verification is concerned, most casinos do it in such a way that it takes place after the first withdrawal. In some of them, of course, you can verify earlier on request, but in most of them it is as I described. 

However, I certainly won't persuade you to continue playing here, since you have had this experience and I think that you can evaluate whether the casino is good for you or not based on it.

Anyway, please let me know when the rest of your money comes in and if there is a problem we will try to help you. 

Fingers crossed. 🤞

I received 1850 BRL yesterday and there is another 1850 BRL left that I believe I will receive on the 27th (3 business days). As I have already received the first withdrawal and I have finally been verified, I believe I will receive it without any problems, all I can do is wait for this period (illogical nowadays, but accepted by me as they are in the terms) of 3 working days.

Recebi 1850 BRL ontem e faltam mais 1850 BRL que acredito que eu vá receber dia 27 (3 dias úteis). Como já recebi o primeiro saque e finalmente fui verificado acredito que irei receber sem problemas, só me resta aguardar esse prazo (ilógico para os dias de hoje, mas aceitos por mim pois estão nos termos) de 3 dias úteis.

Yeah, sure. So we'll wait and see if you manage to get your money sooner or what happens in the end. Be sure to let me know. Have a nice holidays. 🙂 

I’d like to express my frustration with the abysmal service provided by Fezbet. For 6 months now, my hard-earned money (~4000 euros) has been unjustly locked within their website, with no sign of resolution in sight. Despite numerous attempts to comply with their verification process (KYC) by submitting the requested documents several times and making adjustments to the documents when prompted, I have been left in limbo for over six weeks now without any meaningful response or progress (the documents have been left on verification pending status). Their customer support, if it can even be called that, consistently offers nothing but automated responses, regurgitating the same tired excuses about my case being with the "relevant department." This lack of transparency and blatant disregard for customer concerns is not only unprofessional but utterly unacceptable. 

All I have left is reporting their unethical business practices on here, in hope to find some help. Do you have any advice on how to proceed now to get things moving? Thanks!

I can't imagine how you must feel, and I am astounded that you were able to stand that for such a long time.

Without further ado, I'd like to present the Casino Guru Resolution Center to you. Members of this Team focus on helping players in similarly tough situations, hence, I'm convinced that this is really worth trying!

To give you a head start, though, this guide 👈 explains how it works and what to explain along the way.

Of course, I'm not saying we can do miracles, but this process is completely free, all you have to invest is your time.

If you have further questions or prefer to discuss further details regarding your never-ending verification process, just reply to let us know your opinion or thoughts.

Thanks a lot for your prompt reply and your understanding Radka! I am going to take a look at the link you provided and get the ball rolling with the Resolution Center.

Please let us know whenever you feel you need any assistance, or help.

Hello, I can’t withdraw money for 19 days. They canceled it four time. Fifth attempt was yesterday with mastercard. Please help, im waiting this withdrawal very long time