FoxyPlay Casino - Jogador confrontado com verificação de conta incompleta.

This casino is deceiving me

Last Sunday, I tried to make a withdrawal at this casino, as we all know this process entails account verification.

Everything was fine at first.

I presented all the documents required by the casino.

With the assistance of their online chat service, the process was quick and the agent assured me my account was verified.

That's when the problems began.

Normally, all casinos send an email confirming the account verification is complete.

That was not the case here, but I trusted them nonetheless.

When I tried to make the withdrawal, an error occurred.

A message appeared stating I needed to verify my account.

I contacted the chat service and that's where they started leading me on. They had me perform various tasks such as changing my browser and so on.

Nonsense tasks.

Making deposits was not an issue.

However, when it came to withdrawals, there were suddenly issues with my device.

After repeatedly insisting, they finally told me they were forwarding the issue to their technical department.

It's been 30 hours since then, yet no solution. Every time I contact the chat service, they have the same excuse.

I asked them to send me the account verification confirmation email. After further insistence, they sent me a hastily written email confirming my account verification.

Long story short, my account is not verified.

The documents I uploaded on my profile have not been fully reviewed – one approved and three pending. How can an account be verified with only one approved document?

I asked about this and the agent removed the three pending documents.

My account is not verified, consequently, the system automatically declines my withdrawal –that's expected.

I would appreciate it if the casino could verify my account so that I can make my withdrawal.

Este casino está a enganar-me

No domingo joguei neste casino e quis fazer o meu saque como todos sabemos é preciso passar pelo processo de verificação de conta.

Até aí tudo bem.

Apresentei todos os documentos pedidos pelo casino.

Isso foi feito com a ajuda do chat online, por meu espanto foi rápido e o agente me disse que a minha conta estava verificada.

Pronto começou os problemas.

Em primeiro lugar todos os casinos enviam um email com a confirmação da verificação de conta concluída.

Não foi o caso mas eu acreditei na mesma.

Ao tentar fazer o saque deu erro.

Mostrando a mensagem dizendo que deveria fazer a verificação de conta.

Entrei em contacto com o chat e lá eles começaram me enrolar. Pedido para fazer várias coisas como até mudar o motor de busca etc.

Coisas sem sentido.

Para fazer depósitos sem problema

Para levantar o meu dispositivo já tinha problemas.

Depois de alguma insistência minha vieram com a desculpa que enviar o caso para o departamento técnico.

Ja se passaram 30 horas e nada entro no chat e a desculpa é sempre a mesma.

Eu pedi então que me enviassem o e-mail de confirmação de conta, depois de insistir lá me enviaram um email muito caseiro confirmando a minha verificação de conta.

Resumindo a minha conta não está verificada.

Pois os documentos que carreguei no meu perfil só um está revisto e 3 pendentes. Como é possível ter uma conta verificada com um documento apenas verificado?

Falei sobre isso e o agente apagou os 3 documentos pendentes.

A minha conta não está verificada e o sistema automaticamente recusa o saque, é normal.

Gostaria que o casino verifica-se a minha conta para eu fazer o meu saque

Hello Mco00,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with FoxyPlay Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

The account verification process began on Sunday and continues to this day.

The approved document was proof of residence.

The 3 deleted ones are from the ID

Citizen card and selfie holding ID card.

The last time I spoke to the casino was yesterday, the excuses are always the same.

We forward your case to the technical department.

I guarantee the casino doesn't want to pay me...

They'll wait for me to spend all my money.

O processo de verificação de conta começou no domingo e dura até hoje o problema.

O documento aprovado foi o comprovativo de residência.

Os 3 apagados são do ID

Cartão de cidadão e selfie segurando o cartão ID.

A última vez que falei com o casino foi ontem, as desculpas são sempre as mesmas.

Enviamos o seu caso ao departamento técnico.

Garanto que o casino não me quer pagar..

Vão ficar a espera que gaste todo o meu dinheiro.

Hello Mco00,

As mentioned above, verification may take up to 14 days and the casino is not responsible for any loss during this time as it is the player's decision to play or not with the balance. Please be sure to forward them any document even if they request it multiple time in order to process the verification as fast as possible.

So what about the casino's response?

14 days ???

What an exaggeration.

I think a scam is what this casino is,

And the guru still protects these casinos.

Street with these fraudulent casinos.

This casino has to be excluded from the guru.

Don't you understand that this casino is a scam????

Então e a resposta do casino?

14 dias ???

Que exagero.

Eu acho uma fraude é o que é este casino,

E o guru ainda protege estes casinos.

Rua com esses casinos fraudulentos.

Esse casino tem que ser excluido do guru.

Vocês não entendem que esse casino é uma fraude????

Hello Mco00,

The casino is not invited to the complaint until it is necessary and as the verification was still within a time frame, we did not do it.

Can you please advise what is the current status of your verification?

Dear Mco00,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.