FEZbet Casino - Hráč má potíže s dokončením ověření účtu.

Since 3 weeks I'm waiting for verification - I have sent them my electricity bill, screens of my all Ezewallet transactions. They ask for impossible things like list of transactions from my Ezewallet in .pdf format (Ezewallet don't have that option). I asked them 10 times on chat what's wrong with my documents - they can't answer me. KYC department doesn't work via email (it 's possible sent documents only via their website) Help me with that cumbersome account verification.

Dear michalkajewski,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise if your winnings were accumulated with or without an active bonus?

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

I understand it - for that reason I had to make a selfie and foto of my ID when I'm log in on their webstite (they accepted my identity)

I just made a first deposit, recived a first deposit bonus and played around 25 bets.

They just declined my proof of adress and statement of Ezeewallet without the reason (They didn't inform what's wrong with it)

I spoke with other player who plays in that group of casinos (campobet, librabet etc) and a lot of them have the same problem with verification like me.

Thank you very much, michalkajewski, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, Michalkajewski!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

They have accepted my doccuments (the same doccuments that I sent to them before).

All withdraws are on my Ezeewallet right now 🙂

Thanks for your help

Dear Michalkajewski,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team