Foxygold Casino - A conta do jogador foi encerrada.

Foxygold closed my account without any reason. They claim I acted fraudulently or suspiciously without any further explanation. I had 2240 euros in my account waiting for a withdrawal. I had won this with a deposit bonus and I had not broken any rules. Now they are not responding to messages. I have previously received withdrawals from the casino normally.

Foxygold sulki tilini ilman syytä. He väittävät minun toimineen vilpillisesti tai epäilevästi ilman tarkempaa selitystä. Minulla oli tililläni 2240 euroa odottamassa kotiutusta. Olin voittanut tämän talletusbonuksella enkä ollut rikkonut mitään sääntöjä. Nyt he eivät vastaa viesteihin. Olen aiemmin saanut kasinolta kotiutukset normaalisti.

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Dear Jugi2334,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have reviewed the Terms and Conditions, specifically Rule 17:

"17. Our rights to suspend, end or cancel the Services

17.1 We may, at our absolute discretion and at any time, restrict your access to the Services and/or temporarily suspend, or permanently terminate, your account without cause and for any reason, including but not limited to if:

(a) we suspect that you are engaging in illegal or fraudulent activity;

(b) we are required to do so by any applicable law, rule or regulations;

(c) there is a material technological failure which prevents us from offering the Services;

(d) you do not, within a reasonable time of our requesting it, provide us with information that may be required for us to provide the Services to you;

(e) we suspect that you are acting in a manner which may create a legal liability for you, us or third parties, or which may be detrimental to the conduct of our business generally;

(f) we deem that you are taking unfair advantage of us or of any other player, or that you are otherwise acting unfairly;

(g) we suspect that you may be having financial difficulties;

(h) you are prohibited from interacting with the services due to any term of a contract of employment, or restriction of any professional body which applies to you; or

(i) we suspect that you have (or may have) otherwise materially breached these Terms."

To help me fully understand your situation, I’d like to ask a few questions:

• When did you attempt to withdraw your funds?
• Did you pass the verification before you lost access to the account?
• Have you been informed which specific rule within section 17 you are alleged to have breached in relation to the supposed fraudulent or suspicious activity?
• If there's any relevant communication, please forward it to petra.h@casino.guru.

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

Best regards

Petra

I had 2 withdrawal requests made on 27. 11. I have passed the verification. They do not explain what rule I have broken.

Minulla oli 2 kotiutuspyyntöä tehty 27. 11. Olen läpäissyt vahvistuksen. He eivät selitä mitä sääntöä olen rikkonut.

Thank you for your reply and for providing the previous details,Jugi2334.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Additionally, could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Thank you again for your cooperation.

I only played slots. My account is closed so I don't see that space in my account.

Pelasin vain kolikkopelejä. Tilini on suljettu joten en näe sitä tilaa tililläni.

Thank you for your reply and for providing the previous details, Jugi2334.

• Could you please let me know which verification documents you have already provided and when?
• Did the casino request any additional verification (such as a video call), or was your account blocked without any further requests?
• Have you used any betting strategies or systems while playing with a bonus?"​
• Has the casino mentioned any details of investigation or scrutiny regarding your account, and if so, can you share the details of that communication?

Thank you in advance for your reply.

As I recall they asked for ID and payment confirmation. They were asked inside the casino so I can't see them anymore. However, here is an email confirming that they were verified. The casino didn't ask for any additional requests

I haven't used any strategies.

They haven't given any details.

Muistaakseni he pyytivät henkilöllisyystodistusta ja maksuvahvistusta. Niitä kysyttiin kasinon sisällä joten en pääse katsomaan enää niitä. Tässä kuitenkin sähköposti joka vahvistaa että ne on vahvistettu. Kasino ei pyytänyt mitään lisäpyyntöjä

En ole käyttänyt mitään strategioita.

He eivät ole kertoneet mitään yksityiskohtia

Dear Jugi2334

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Jugi2334,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a Foxygold Casino representative to join this conversation and participate in resolving this complaint.

Dear Foxygold Casino,

could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana