Complaint #7 FoggyStar Casino

Mixed messages account locked

By Fr0ggy

3 years ago

I deposit and play at Foggstar. No bonus. My account is confirmed as Verified.

I continue to play until I have a nice balance of 36k EUR (screenshot 1). Then I try to withdraw. Now Foggystar asks for further verification, selfie, etc, which I send to them.

I do not receive my withdrawal so I try to log in, and suddenly I see a "User Disabled" message and now I cannot access my account! (screenshot 2).

I contact Foggstar by email, and they tell me to send Selfie (again!). I send the selfie and now they tell me that my account "is in process of verification" (screenshot 3) and ignore further contact. Meanwhile, I have not been paid my withdrawal and I am unable to even access my account!

Please, Foggystar, explain what is happening so I can access my account and withdraw my funds.

Disputed Casino FoggyStar Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

3 years ago

Dear @Fr0ggy,

Kindly understand that without info requested from the FoggyStar Casino team we can not review the issue related facts, and therefore complaint can not be investigated and handled properly.

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 unfortunately without your approval for sharing the documents and casino findings with AskGamblers Complaint Team, we have no other option but to reject this case, and advise you to seek further assistance from the relevant regulatory body instead.

Fr0ggy

3 years ago

Email received from Foggystar: "our decision will remain in effect regardless of the resolution of the complaint".

Private screenshots of email correspondence attached.

@Foggystar - you blocked my account and kept my money for these reasons:

"Due to violations of our internal rules, we cannot allow you to continue playing on our project. Therefore, it is in our interests and the interests of our players to close your account, confiscate all deposits and winnings and stop offering our services to you."

So somehow I have violated your "internal rules" - itself impossible by definition - and that leads to the conclusion that it is in your "best interests" to confiscate all deposits and winnings. I hope prospective customers and affiliates are aware that one day it will certainly be in your best interests to confiscate their funds as well.

@AskGamblers - Thank you for your help but I don't want to waste any more of anyone's time on this.

Fr0ggy

3 years ago

Foggystar - you keep sending me the same email, asking if I will share my data and documents. I have explained to you that I will happily share my data *if* you commit to pay my full balance if AskGamblers do not consider your decision to be justified. You have not done this.

To be clear:
What I want is you to pay the money I have won on your site
What you want is to clear this complaint in your favour

So - if you commit to agree with AskGamblers decision (and I am therefore incentivised to share my documents), then at least one of us will get what they want. If you refuse to commit then neither of us will get what we want.

Over to you. Please respond here.

AskGamblers

• Support Team

3 years ago

Dear FoggyStar Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

FoggyStar Casino Complaint Stats

Resolved 4 / 4

Avg. Amount $148

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

FoggyStar Casino Complaints

See all complaints for this casino

Confiscated my withdrawal and closed my account

Hello, today Foggy casino confiscated my withdrawal 325 eur and closed my account. Below is they letter to me

Hi, Rolandas!

Due to violations of our internal rules, we cannot allow you to continue playing on our project. Therefore, it is in our interests and the interests of our players to close your account, confiscate all deposits and winnings and stop offering our services to you.

The conclusion for this decision was the facts of violation of our rules on your part.

This decision is not subject to appeal.

Best regards,

FoggyStar Team

Fist of all I was not playing with bonus so I did not break any bonus rules!

Secondly my account was confirmed and I was depositing and withdrawing money around one years.

Thirdly yesterday I was talking with live support and she promised that my withdrawal will be processed today. Liars

So it is kind a obvious that they simply want not to pay my money and they do not care about theirs reputation.

I do not have any attachment as I did not expected such rude behavior from they site.

Please help me AskGamblers team!

Resolved

Account closed and withdrawal of 900e not processed

On 13/12/2022 I requested a withdrawal for 900€ to my Neteller account. The same day I received an email asking me to upload a selfie with my identity. Since I had already renewed the passport I had uploaded the day of registration I uploaded a selfie holding my new passport. On 19/12/2022 I received an email informing me that they had to close my account because I violated their rules and that this decision was not subject to appeal. The next day I received email informing me that my withdrawal was rejected.

I contacted support via live chat asking them to clarify the reason of my account closure but there was no further explanation from their side. On 01/02/2023 i requested via live chat the withdrawal of the remaining balance in my gaming account (around 2330€) to my Neteller account. They told me that the finance department would contact me by mail to confirm the details. The next days I was coming back to chat to complain that I hadn't received any email and they kept telling me that my withdrawal request was still pending. On 09/02/2023 I received an email informing me again about the account closure due to violations of their rules without further explanation and without mentioning my withdrawal request.

I request that casino reopens my account and at any case processes the withdrawal of my remaining balance without delay.

Resolved

Deposit not credited for over 24 hours

Deposit 10 euros using e-wallet yesterday, been more than 24 hours and they still don't update my balance with the deposit.

Tried to get to support few times, but only chat bot responds, send an email no response.

What kind of scammers are they?

Either issue refund or update the balance on site with my deposit.

On second thought - I want full refund issued, as don't trust that bunch of thieves.

Resolved

€10

The casino does not pay my winnings

Hello thanks in advance of your help. I would like to expose my case to foggystar casino. I deposited for the first time on this casin. I made a win of 580 euros, it has been 8 days since I requested the withdrawal and it still has not been processed. After several attempts with the live chat the answer is always different, that there is a problem with their payment method, that will be solved as soon as possible, after 8 days they tell me that they still do not check the winnings because it is too much work they are experiencing. I hope to resolve as soon as possible, thank you very much.

Resolved

€580