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I've had multiple issues with the online casino Fezbet, which I couldn't solve with them (the case is absolutely stunning, and filled with violations, it's an interesting read), so I thought I will register here to try to solve the issue, but all I got was a new issue created by AskGamblers' handling of the case. I’m at a point where I need a 3rd (or 4th) party complaint against the site (AskGamblers) that should represent my complaint to the company (Fezbet) with which I have the issue. The absurdity. To understand the situation (It will be just a couple bullet points, not nearly enough to fully understand the whole story): - I’ve deposited €10,000 into Fezbet which they encouraged with bonus advertisements, personal offers etc. - Which they didn’t even want to provide at first (straight up false advertisement), but then after 1 month I received the bonuses, after this, they constantly cancelled them (that’s promotional terms violation on their part), they took my wagering progresses every time (I was reset to 0%), it took them days to recredit the bonuses, and they didn’t even credit my full balance back (I was in a profit each time they cancelled my bonus), which is important when you have a 24x wagering requirement. Overall prolonging a couple day long process to 35 days (It was successful wagering ~€7,500 cash). Not speaking about the fact that it was an unfair process throughout, which affected the end result (could’ve been even more). Overall, I didn’t have a single penny available for withdrawal for over 2 months at this point. - They then initiated a verification process, which they couldn’t handle. They don’t know what documents to ask for, their verification page was blank (for document uploading and progress overview) for 80% of the process, there is no other option to have direct access to the verification team, and no one else can or has the will to help (live support, vip manager, complaint department, basically no one). Then you try to file a formal complaint, which they should answer in 10 days according to their terms, but they don’t do that either. It took 49 days for them to write a 4 sentence long reply to my complaint, and it took them 70 days to verify my account. - During this 70 days, I played off my balance, remember, to which I didn’t have access for 2 months (because of the bonus related issues) + it was multiple weeks into the verification process. So it’s an extreme situation already, and I believe would deserve a case, as it’s not normal operation BUT it’s not even my main point. - So I filed the mentioned complaint which listed most of the issues I had so far, and that I wish to have a compensation and get through this verification process, because I can’t play with a "toy balance" anymore. Since they didn’t reply, I turned to the management. I detailed my issues once again, including that I have problems with playing responsibly while my account is being limited as I can’t take my balance seriously and it affects me. (they don’t have gambling blocks that a customer can set for himself, so it would be extremely important that they take these statements by customers seriously - as this is the only way customers can get limitations on their site - but they didn’t -->Also they put me in a situation that I couldn't limit or exclude myself if I wanted my rightful balance back) - My VIP manager took the task to be my middleman between me and the verification department, I had all the right to expect the verification to be processed quickly as I supplied all the required documents even before the compensation was granted (since I had „priority case” and an inner person sent them the documents - I was wrong, it took them on average 6 days to reply), so it took 25 more days for the verification to be done. (They are the causes of the delay) - The management unlike what my request included and what responsible gambling guidelines would suggest very quickly credited the amount with further wagering requirements, and otherwise unclear rules to make me play the balance while they potentially knew well (if they know their own company) that my documents will not be verified for a significant amount of time, and they recreated my previous issue for which they granted the “compensation”. After this they denied my request to give me the compensation as we agreed (the account not being limited for withdrawals), and came up with half-truths and straight up lies. All I wanted was fair play, and what we agreed on, but they gaslighted me, not followed responsible gambling rules, they straight up did the opposite of what those rules suggest. This deserves a complaint. This is the extremely short and shallow summary of my story. This is not a simple „played off balance” case, this is a series of issues that each could be a subject for a separate complaint. They also pursued me into playing multiple times during the process if I wanted my balance, which balance I should’ve otherwise been on my bank account a long time ago. Adding up the issues of the bonus process + verification process they took my money for 4 months. They also pursued me into playing the balances while they were not doing anything to protect me when I was vulnerable, all the while they didn’t provide me with a withdrawal option. But even if this didn’t happen, it was 4 months. Nothing can justify 4 months if you ask me. I understand that AskGamblers have neutrality in mind when it comes to complaint guidelines, but in my case the casino stepped over the line in almost every aspect, it is a complex and extreme case. Obviously most cases can’t be subjects of a complaint when a customer lost his/her balance during a verification process, otherwise it would be an unfair „weapon” in the hand of the customers. This is clear, logical and I support this. But in my case it took 70 days to finish a simple verification process (of which about 6-8 days was on me while I was collecting banking documents), everything else was the site’s fault, no one was available to help me during the process (live chat, VIP manager, complaint department etc), the verification page on the site was blank nearly for the whole duration of the process, the verification team couldn’t articulate issues, didn’t give specific requirements, and answered extremely slow, on avg. once in a week. In the meantime they credited compensations with unclear rules, and with a wagering requirement, pursuing me into playing while the account was still limited (and the delay caused by them). when I told them beforehand that I have issues with playing with a balance that I have no control over (not available for withdrawal). This was before they credited the amount. Is this a responsible gambling operator? Is this a normal case of balances being played off during the verification process? I think not. So I’ve had the complaint sent in, sadly I can’t seem to insert the PDFs here, and their content is far too long to be just copy + pasted here (15 page long documentation of the case + many pictures of conversations with the company that prove my case, proofs of ToS violations, delays, personal agreements not being respected etc.). AskGambler’s declined it based on that “Balance played off while waiting to be paid” reason. I’ve written an email explaining my case to them, because I’m pretty sure that they didn’t read through the whole case documentation, or if they did, they didn’t entirely understand it. What I received as an answer is just baffling to. They didn’t reflect on what my email contained at all. Just look at the email conversation that I attached. Excluding the etiquette used in email conversations, 3 sentences were written by them, not addressing any of my points. After that, I’ve tried, I believe justifiably, and reasonably to find solutions, but the conversation was basically closed on me. Honestly at this point the particular AskGamblers agent was less helpful than the casino itself. As I see this website, this should be a place of conversation, of reason, but what I received here so far is superficial service provision. What is your opinion on this situation? Dear AskGamblers team, I'm waiting for your response too! I believe it's obvious that a simple reference to your complaint guidelines is not enough in this particular case, especially because most of my issues weren't even acknowledged, mentioned, and when I reasoned, or asked about them, they were essentially ignored. After that when I tried to find alternative solutions, the conversation was one-sidedly closed by your cs agent. Images of my email conversation with AskGamblers is visible here (it's important to read them for having full context) - https://imgur.com/a/98wdrMZ