Hello,

the casino has blocked my account for withdrawals,

but doesn't give me any reasons.

I contacted the chat, which told me that the case would be forwarded.

But since then, no sign of life from the casino.

I played WITHOUT a bonus and just want my money back.

Hallo,

das Casino hat meinen Account für Auszahlungen gesperrt,

nennt mir allerdings keine Gründe.

Ich habe den Chat angeschrieben, der mir sagte, dass der Fall weitergeleitet wird.

Aber auch seit dem kein Lebenszeichen vom Casino.

Ich habe OHNE Bonus gespielt und m?chte einfach nur mein Geld wieder haben.

Dear RaBe72,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you currently have access to your casino account, but you cannot request a withdrawal?
• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello,

KYC was not requested and no, this would be my first withdrawal, as I've only lost there so far...

Attached is a screenshot when I want to request a payout:

HAllo,

KYC wurde nicht angefragt und nein, es w?re meine erste Auszahlung, da ich bisher dort nur verloren habe...

Anbei ein Screenshot, sobald ich eine Auszahlung anfordern m?chte:

Thank you very much for your reply, RaBe72. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hello,

Unfortunately, I don't have much because I only wrote via chat and they promised to send me an email. (Didn't happen)

Hallo,

da habe ich leider nicht viel, weil ich nur mit dem Chat geschrieben habe und man mir versprach, eine Email zu senden. (Nicht passiert)

Thank you very much, RaBe72, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you RaBe72 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask FEZbet Casino for their help in resolving this complaint. We would like to know why the player's account is restricted and what we can do to help the player receive their winnings.

Thank you!

Dear RaBe72,

Thank you for reaching out to us.

Your account is under verification.

We have emailed you all the necessary documentation needed.

Once your account is verified, you will then be able to withdraw your funds.

Thank you in advance.

Best regards,

FEZbet Casino Team

I have now uploaded the required documents/proofs

Ivh habe die erforderlichen Dokumente/ Nachweise jetzt hochgeladen

Dear RaBe72,

Thank you for your prompt cooperation.

We apologize for the verification process taking a bit longer than usual, but we are pleased to inform you that your account verification has now been successfully completed.

We hope that everything will proceed smoothly from now on.

Best Regards,

Fezbet Team

Thank you very much for the update FEZbet Casino representative.

Dear RaBe72, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.