Hello,

Yesterday, 28th July, I made my first deposit (80 PLN) with 100% welcome bonus on fezbet casino.

Luckily, I won 1250 PLN. I asked casino support if everything is okay and I can withdraw the money and the answer was YES (so I requested a withdrawal).

Today I tried to log to my account but it is blocked.

I wrote an email to fezbet. I received answer that my account is blocked and my winnings are cancelled (they offered me 80 PLN deposit back...)

They told me that :

"According to our Welcome bonus rules (11.1) all your winnings have been canceled:

11.1. Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement is prohibited. If fraud, manipulation or violation of the Terms and Conditions is detected, the Administration has a right to cancel all winnings and bonuses on a game account."

That is no true because:

1. Funds from the winning round was taken from the real balance,not the bonus one (bet on Rise of Merlin was made before reaching 80 PLN balance - I made 80 PLN deposit so the first 80 PLN was the real one, not the bonus one)

2. The first deposit bonus was still active while the withdrawal request was made - so the wagering requirements were still active (but the winnings were not the wagerable one and were instantly added to the real balance!!!!)

3. I even asked support if the money is withdrawable and if everything is good and the answer was YES.

I think I have been scammed.

Best regards,

Szymon

Dear Mrwr0na,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Delaying rounds creates an unfair disadvantage against the casino. This can occur for example, when you save your free spins for longer time, your bonus expires (or you finish the wagering requirements), you deposit and then use your free spins or other bonus.

I am not sure I understand your point number 2 correctly. Did you request a withdrawal before finishing the wagering requirements?

If there is any additional information to support your case or help us better understand, please let us know. Also, if there is any other communication between you and the casino, please forward it to [email protected].

Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Their first deposit bonus works that way - half of bonus is going to real balance and 2nd half to the bonus balance.

Funds for the winning bet was taken from the real one (I did not see that the bonus was triggered).

I came back to the Rise of Merlin slot (in which this bonus was triggered) with 1.10 PLN left on the bonus balance to make last 2 spins when I realized i have pending bonus spins there and than this big win happened.

The reason why this one was not wagerable is simple - funds for the winning spin was the real one (not bonus).

The first deposit bonus (and the wagering requirements) was still active when I requested withdrawal (I had to cancel in order to proceed withdrawal).

Bet history and bonus history shows that I am right.

It would be nice if fezbet could share it - you would have a clear sight on the situation.

Best regards,

Szymon

Mrwr0na, the casino has this rule, so they don't have to check each spin you made and I think that they considered this as round delaying. I understand that it would be better if the casino enforced this, but it is not always possible.

If you like, we can try contacting the casino to ask about their opinion on this situation, however, we cannot guarantee you a positive outcome, so please let me know.

Dear mrwr0na,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player stopped responding. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.