Foxy Casino - Self exclusion not honored

RESOLVED
Razorreay United Kingdom
posted on December 21, 2015.

I have a gambling addiction and I am not proud of this but do try my best and self exclude to assist me in keeping my addiction under control.
I have self excluded from 888.com but was still able to open an account with foxy and spent €5000.
If I had of won, clearly I did not, I would been unable to withdraw any winnings as this would be against the terms and conditions.
So in theory I have just given the casino €5000.
Their response to me was the following



" Subject
Your Account

Discussion Thread
Response Via Email 20/12/2015 02.55 PM
Dear Ian,

This is the Casino Security Team, we are contacting you in regards to your Foxy Casino account with username "sallydog124".

Thank you for contacting us.

Ian in regards to your query; please be advised that upon your request to have you account disabled you were advised to refrain from opening further accounts with our company.

As such, if you were previously advised to refrain from registering further accounts with our company and you refuse to adhere to the statement, we cannot be held responsible. As a responsible company we were able to detect the accounts which you had recently registered, and made the necessary adjustments to the accounts which caused you not to be able to access these account anymore.

Please understand that we cannot stop you opening accounts on our site, as it is freedom of choice. Our site exists on the Internet and we cannot restrict your access to this medium. The only person who can stop opening accounts on our sites is you.

Therefore, we cannot be held accountable for your actions as we have played our part with restricting your accounts once they have been detected, but also we need your co-operation to contain yourself from not registering anymore accounts with us.

With regards to your request for a refund of your deposit, please note that your deposit was wagered, played with, and subsequently depleted through the course of your gameplay, resulting in a negligible balance. You have received value for your deposit by way of online entertainment and essentially all funds have been exhausted. You might be able to appreciate that we cannot refund money which you have already exhausted/spent through your gameplay.

As such your account has been permanently blocked and no further transaction will be done on the said account. As a gentle remainder you are once again asked to refrain from opening anymore accounts one with gaming site operated by any entity within the 888 Group (specifically including Cassava Enterprises (Gibraltar) Ltd and 888 UK Limited).

Kind Regards,

Casino Security Team
[email protected]"

The casino had no controls in place and accept no responsibility for not blocking my account. They DID not detect that I was self excluded until I brought it to their attention.

The casino will not reply to my emails.
I am addicted and with an addiction logic goes out of the window and as such I gave them €5000 as I would never have been allowed to withdraw if I had won

Any assistance appreciated, I am at at loss, not just financially and literally at the end of my tether.
Regards
Ian

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AskGamblers
posted on December 26, 2015.

Dear Razorreay,

Any update regarding your complaint? Thank you.

Razorreay United Kingdom
posted on December 27, 2015.

Foxy have not been in touch with me. They have made no effort to resolve this issue in a sensible manner
Regards

Razorreay United Kingdom
posted on December 28, 2015.

Ask Gamblers
Please advise on how I can escalate my complaint.
Do you have an email address for the regulator?
Thanks

Razorreay United Kingdom
posted on December 30, 2015.

A positive and honourable response from Foxy who have agreed to refund my €5000 within 5 days of me signing some forms.
Thank you to all concerned and this will help with my recovery of addiction.
Regards
Razor

AskGamblers
posted on December 31, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.

AskGamblers
posted on January 9, 2016.

Unfortunately, we have been informed by player that Foxy Casino decided not to follow their own promise and written agreement and that is why we have reopened this case. We hope that both parties will finally reach to an agreement which will be kept and fulfilled as originally agreed.

Razorreay United Kingdom
posted on January 9, 2016.

I recently submitted a complaint against Foxy Casino and after some email discussion they agreed in writing to settle my complaint.
The complaint was that they did not honour my self exclusion which resulted in me spending €5000.
If I had of won they would not have paid me as this would have been a breech of their terms.
I was happy for the complaint to be closed as resolved on the strength of their written agreement.
Today I received an email from Foxy with no explanation other than no funds would be paid.
I am utterly lost for words

posted on January 12, 2016.

The CS team has responded with the below:

This is the Bingo Security Team, we are contacting you in regards to your Foxy Casino account with username "sallydog124 ".
id1 $incidents.
Thank you for your e-mail and sending the requested documents to us. Please be advised, these have been reviewed and checked in accordance of the Security Check requirements.

We are pleased to inform you that we have accepted the copies of your documents. All details have been successfully cross-referenced to your account details and verified.

Any pending withdrawals will now be paid and you are kindly asked to allow up to 5 working days for the funds to be received.

Thank you very much for your patience and cooperation. We take this opportunity to wish you the best of luck on the games.

Regards,

Bingo Security Team
[email protected]

Razorreay United Kingdom
posted on January 13, 2016.

No funds have been received to date

Razorreay United Kingdom
posted on January 14, 2016.

Funds received
Thank you

AskGamblers
posted on January 15, 2016.

Based on player's last comment, we consider this case as resolved and it is now officially closed.