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Hello, I deposited a total of 6000e at Fezbet Casino within 2 days. Then with the last deposit (2000e) I played up to 5500e again (casino and football betting) when I wanted to log into my player account the next morning, the message my account was blocked! I then contacted the support several times, they always say something else. Some say my money has already been paid out. And also not why my account was banned. I'm really desperate at the moment because I've never had anything like this. I am sure that I have not made a mistake like double account or something like that. It would be great if you could help me. Mfg Tim Otto

Guten Tag, ich habe im Fezbet Casino innerhalb von 2 Tagen insgesamt 6000e eingezahlt. Habe dann mit der letzten Einzahlung (2000e) mich wieder auf 5500e hochgespielt (Casino und Fussballwetten) als ich mich am nächsten Morgen in mein Spielerkonto einloggen wollte kam die Meldung mein Konto wurde gesperrt! Ich habe daraufhin mehrfach den Support kontaktiert diese sagen immer was anderes manche sagen mein Geld wäre schon ausgezahlt wurden manche sagen es wird die nächsten Tage ausgezahlt, doch niemand etwas genaues. Und auch nicht warum mein Konto gesperrt wurde. Ich bin im Moment echt verzweifelt da ich sowas noch nie hatte. Ich bin mir auch sicher kein Fehler wie Doppelaccount oder so genacht zu haben. Es wäre super wenn sie mir helfen könnten. Mfg Tim Otto

Dear Tim,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. We consider this practice ok as long as the casino paid out all the winnings and no funds are being held.

Would you be so kind and clarify when exactly you were informed that the remaining balance was paid out?

Thank you in advance for your reply and understanding.

Best regards,

Kristina

On Friday the 20th of August 21st I was informed for the first time that I no longer had any active credit because it had already been paid out! When I asked several times when I received my payment, I kept getting different statements (it has already been paid back, you will be informed by KYZ by email, you will get your money paid out in pieces), so everyone says something different. Yesterday I received a payout of 1000e. However, there is still a remaining balance of 4500e. When I asked when I would get the rest, there was no more reaction. The live chat is also no longer available for me (allegedly wrong player name) I can also show you various emails and chat histories where it is written that my credit will be paid out.

Ich wurde am Freitag den 20.8.21 das erste mal darauf hingewiesen das ich kein aktives Guthaben mehr hätte, da dieses bereits ausgezahlt wurde! Auf mehrfache nachfrage wann ich meine Auszahlung erhalte kamen immer wieder verschiedene Aussagen (es wurde bereits zurück gezahlt, sie werden von der KYZ per Mail informiert, sie bekommen ihr Geld gestückelt ausgezahlt) also jeder sagt was anderes. Gestern habe ich eine Auszahlung von 1000e erhalten. Bleibt allerdings immer noch ein Restguthaben von 4500e. Auf Nachfrage wann ich den Rest bekomme kam keine Reaktion mehr. Der Live Chat ist für mich auch nicht mehr erreichbar (angeblich falscher Spielername) ich kann ihnen auch diverse Mails und Chatverläufe zeigen wo geschrieben steht das ich mein Guthaben ausgezahlt bekomme.

Thank you for your reply. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals.

Let's give it a few more days, and if there is no development, we will intervene. I will set the timer for additional 7 days. Please, keep us updated and let us know if there is anything new in the meantime.

Dear Sterlet1701,

Has there been any news? Have you received the remaining balance? 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 hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.