Complaint #9 Fgfox Casino

Fgfox Casino- Verification FINALLY approved then blocked

By yellow88

1 year ago

I am a long time player at FGFox casino. No bonuses, just play. Verified account, have made many deposit and withdraws. Suddenly my withdraws were blocked and they requested multiple selfies with increasing demands (selfie with site logged in, with ID in hand, holding special notes etc) which were continually rejected over the course of a month "sorry the ID and the paper need to be in the same hand", "sorry you are logged into the wrong page of the site", "sorry this shows yesterdays date" etc etc. I finally got this selfie approved after a month (email attached), so I made a withdraw and then they block my account (attached). Unbelievable. My balance is 5100 EUR please help.

Disputed Casino Fgfox Casino

Reason Declined payment

Amount €5100

Discussion

AskGamblers

• Support Team

1 year ago

Dear @yellow88,

The AskGamblers Complaint Team is kindly asking you to assist the Fgfox Casino team further and schedule the call in question.

Otherwise, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

yellow88

1 year ago

1. I have supplied every document you have requested
2. You have approved my documents
3. My winnings are legitimate

Based on the above, none of which is disputed, any honest casino would make the payment and stop hiding behind open-ended T&Cs and cascading privacy violations.

AskGamblers

• Support Team

1 year ago

Dear @yellow88,

The AskGamblers Complaint Team is kindly asking you to assist the Fgfox Casino team further and schedule the call in question, as well as sending thedocuments if any are needed..

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork or scheduling the call, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Fgfox Casino

• Representative

1 year ago

Dear YELLOW88,

We may request additional proof in the verification process. This is stated in clause 5.3. FGFox Casino Terms and Conditions, which you agreed to when you registered your account:

5.3 We may, at our sole and absolute discretion, use any additional procedures and means we may deem fit to verify your identity, age, residence, and other circumstances (KYC), both before and after effecting deposits into your account and/or making a withdrawal.

At the time of confirmation by our manager, your account was verified, but after some time it was decided to additionally verify your identity via video call. As I mentioned earlier, it takes a few minutes. No more delays for a month or so.
Of course, we can't schedule a time for you and complain that you didn't show up. We are interested in resolving this situation as soon as possible and are trying to agree on a convenient time for everyone, but unfortunately, there is no response from you on this matter, so we waited for you at the time scheduled by us. Looking forward to your cooperation.

Dear AskGamblers,

I have outlined the position of FGFox Casino regarding this matter. The player needs to pass additional identity verification via video call and access to the account and withdrawals will be unlocked. I hope for your assistance in resolving this complaint in the shortest possible time.

Best regards,
FGFox Casino Representative

Fgfox Casino Complaint Stats

Resolved 3 / 3

Avg. Amount $251

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Fgfox Casino Complaints

See all complaints for this casino

Withdrawal Issues at FGFOX Casino

Hello, my crypto withdrawal is still not accepted, they asked for all type of verification, i did everything, and they said in 4 hours, i should receive the money, the money is still on hold, and still not verified from the ,,respective department"

Now im waiting for 60+ HOURS! They sending the same emails again and again, everything i ask them i receive this email:

Dear Player,

We hope everything is going well for you!

As per your request, you have been provided with information regarding your withdrawal. Unfortunately, we do not have any updates on the status of your withdrawal as your withdrawal is still pending. I will be happy to assist you with any other questions you may have!

If you have any further questions, please feel free to reach out to us.

Kind regards
FgFox Team

ID: 3SU6YY

Resolved

Blocked account and canceled withdrawal

At the outset, I would like to inform you that I received an e-mail offer to register at FGFOX Casino.

I took advantage of it and used the bonus code available to all players. I fulfilled the wagering requirements of the bonus and won PLN 280.

I proceeded to verify the account and talked to the support what will be needed to withdraw the funds. I also asked if a deposit would be needed, but the live chat service asked for a selfie with an ID and a card, ID, screenshots of the SKRILL account and proof of residence.

I sent all the documents and the support congratulated me on winning and I was supposed to get the payment soon. A few more times I asked if I needed to make a deposit or add some document to the account. FGFox told me to wait for the withdrawal confirmation and check the payment status. Everything was supposed to be OK.

After three days the withdrawal was cancelled, the winnings cancelled, and my account closed.

As the reason FGFox said that they have the right to do so, because according to them I extorted the bonus.

I had no duplicate accounts, no duplicate IP, and my documents and registration were correct. Until the withdrawal of funds from the account, the casino had no objections to me as a player.

This was the first and only bonus I used on this site, so calling me a bonus hunter is redundant. This casino simply cheats players when they win.

Resolved

No money after confirmed withdrawal

Hi,

I made a withdrawal from FGfox casino and got a confirmation that said that my withdrawal was approved and completed but I haven’t got any money yet. When contacting customer service I get the information that it’s pending and that I have to wait. The same answer every day and no information that says when I can expect my money.

What can I do?

I have documentation that proves my point.

Thank you for your help!

Kind regards

Robin

Resolved

€701