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Good morning,

I have been waiting since May 6th to receive the transfer relating to a win of 500.00 obtained without bonus and without anything free, and coming from money deposited regularly at the casino with my credit card.

They invent many excuses for not paying, they have requested the same documents several times that I promptly sent. they say their finance department only works from Monday to Friday, so they waste more time. but it's been almost a month and now it's starting to annoy me. I have written numerous chats and sent many emails but still nothing. Deposits take them regularly though. can you help me please?

Buongiorno,

E' dal 6 maggio che aspetto di ricevere il bonifico relativo ad una vincita di 500,00 ottenuta senza bonus e senza nulla di gratuito, e proveniente da soldi depositati regolarmente al casino con la mia carta di credito.

Inventano tante scuse per non pagare, hanno richiesto più volte gli stessi documenti che ho prontamente inviato. dicono che il loro ufficio finanziario lavora solo da lunedì a venerdì, per questo si perde più tempo. ma è passato quasi un mese ed adesso la cosa comincia ad infastidirmi. ho scritto numerose chat ed inviate tantissime email ma ancora nulla. I depositi li prendono regolarmente però. potete aiutarmi per favore?

Dear Salvatore,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

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

Best regards,

Petronela

Hello Petronella, Thanks for the quick reply.

• the withdrawal is "pending" from 06.05
• They asked me for a photo of my ID card in selfie format and a photo of my credit card and I have been sending them for more than 10 days
• they answer me telling me that they need from 3 to 5 days to process the payment, which I requested with a credit on my iban, but many more days have passed.
• I have done a lot of chats with the operators who tell me that everything is ok but the payment does not arrive.

for this reason I have asked for your intervention.

Buongiorno Petronella, Grazie per la veloce risposta.

• il prelievo risulta in "attesa" dal 06.05
• Mi hanno chiesto la foto della mia carta di identità in formato selfie e la foto della carta di credito e gliele ho mandate da più di 10 giorni
• mi rispondono dicendomi che hanno bisogno da 3 a 5 giorni per elaborare il pagamento, che ho richiesto con accredito sul mio iban, ma di questi giorni ne sono passati molti di piu.
• ho fatto tantissime chat con gli operatori che mi dicono che è tutto ok ma il pagamento non arriva.

per questo motivo ho chiesto il vostro intervento.

Thank you very much, Salvatore, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi Salvatore,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue contacting the casino.

I'd like to invite FEZbet Casino to join this conversation and share more information about Salvatore's case. Probably you can explain to us the reasons of why the withdrawal request hasn't been processed for almost a month?

Regards,

Natalia

Certainly, with great pleasure.

Certamente, con molto piacere.

Dear Team,

Thank you for reaching out. You can be sure that we are constantly striving to improve our service and your feedback is greatly appreciated.

As stated in our Terms and Conditions:

6.17 The Company may delay processing of your withdrawal request to perform checks of your identity, account balance, source of funds and of your compliance with the Terms. In such cases, the Company may start and/or take part in and/or help in the investigation of the circumstances and you agree to provide support and assistance in any such investigation. The Company reserves the right to postpone performing any payments or providing the sum of the winnings until all verification procedures and checks outlined in the Terms are successfully completed. 

Please note that after the client provided all the required documentation, the account verification was completed. The withdrawal was also finalised. We have also sent a status update to the player via email. 

Please let us know if you need any further information.

With best regards,

FezBet

Good morning,

I have just verified the account and actually today I received the outstanding payment of 500 euros by urgent / instant bank transfer.

Thank you very much for your intervention.

Buongiorno,

Ho appena verificato il conto ed effettivamente oggi ho ricevuto il pagamento in sospeso da 500 euro con bonifico urgente/istantaneo.

Vi ringrazio tantissimo per il vostro intervento.

Hi Salvatore,

I'm really glad to hear that you received your payment, so we can consider this complaint to be resolved.

Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Thank you, FEZbet Casino team, for your cooperation.

Best regards,

Natalia