Complaint #2 Foxyplay Casino

5400 PLN reduced to 1200 PLN after bonus has been wagered

By Mateusz T.

3 years ago

Dear AskGamblers,
I kindly ask to help me with FoxyCasino. I deposited 150 PLN for welcome first deposit bonus 100%. I had 5400 PLN balance in final part of wager.(99/100%). Balance has been reduced to 1200 PLN when I made full wager requitments, so I lost 4000 PLN without reasons. I was confused because first thing before I start play in any casino is check withdraw rules. According to their rules max withdraw amount not exist. Support informed to me that rules about max withdraw amount is mentioned in 9 section of terms.
I attached 2 versions rules in EN/PL.

Disputed Casino Foxyplay Casino

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Foxyplay Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

azarrrd

• Poland • 3 reviews

3 years ago

It's for me case is still not resolved.
Dear AskGamblers,
You have proof of how easily they manipulate the regulations. Soon, someone will win a jackpot and they will write that the Russian regulations state that jackpots are confiscated. The mystery of why the funds were reduced is still not solved. Of course according to rules the entire of supportm max withdraw from bonus exist. It is mentioned probably somewhere in the Lithuanian version of the regulations :D
In my opinion, the casino does not deserve to be on this website because it is a joke.

Foxyplay Casino

• Representative

3 years ago

Hello Azarrrd,

After running a complete check on your games history we found that you placed bets on betsoft games. Our terms and conditions specify that betsoft games are not allowed while playing with an active bonus.
Moreover clause 1.4 which is written in the beginning of our terms and conditions specify the following in the Polish version: 1.4 Oryginalny tekst Regulaminu jest w języku angielskim, a ich interpretacja będzie oparta na oryginalnym angielskim tekście. Jeśli Warunki Korzystania lub jakiekolwiek dokumenty z nimi związane zostaną przetłumaczone na jakikolwiek inny język, pierwszeństwo będzie miała oryginalna wersja angielska.

Which included in the English version as well: 1.4 The original text of the Terms and Conditions are in English and any interpretation of them will be based on the original English text. If the Terms and Conditions or any documents or notices related to them are translated into any other language, the original English version will prevail.

Since you violated the bonus terms and conditions your winnings were void.

Best,
Foxyplay Casino

Foxyplay Casino

• Representative

3 years ago

Hello Azarrrd,

We are running a check.

I will get back to you soon.

Foxyplay Casino Complaint Stats

Resolved 8 / 8

Avg. Amount $4,054

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Foxyplay Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 4 out of 4 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Foxyplay Casino Complaints

See all complaints for this casino

Payment delay of 627 euro

I have a pending withdrawal at foxyplay casino since 2-1-2024.The time frame casino sets for withdrawals is -72 hours. I am verified at this casino,since december. A week ago live chat informed me that they will examine my withdrawal, cause they want to check if I violated t&c of the second deposit bonus and come back to me on Monday 8-1-2024. On Monday 8-1-2024 I spoke with live chat again and they told me that I will have an answer in the same day. Untill today, I have no response of the casino.Live chat is unavailable since Monday noon, the whole of the day. I provide you here screenshots with the communication i had with the casino and my pending withdrawal as well. From my side, I didn't violate any terms and conditions of the bonus(they accuse me of playing betsoft slots with an active bonus) and I have proof of everything i say with screenshots of bonus history that shows I played betsoft when wagering was complete and bets history as well.

Resolved

€627

Unable to verify or withdraw after 5 days of waiting

Opened an account, made a deposit, won a fair amount, eventually made a withdrawal of $550 CAD. Contacted chat to confirm what documents were required and submitted them January 4th 2024. I was told not to worry and everything would be processed between 24 and 72 hours, and that was five days ago. Not a word from the casino since. I contacted chat again and was told they would check with the KYC department, and after that chat has no longer been available at all. I have left a message every day asking for someone to follow up, and not a single response. I'd like either my winnings or my deposits returned. I foolishly made another deposit after submitting my withdrawal because I trusted everything would be fine, and it's not fine.

I have screenshots and chat transcripts available but am unable to upload here for some reason. Thanks.

Resolved

$550

Foxyplay didnt pay me 510 euros since November 19th

Foxyplay didnt pay me 509,9 euros payout since 19.11.2023. I've talked on livechat multiply times and they told me that there is issue with my mifinity payment(which i've made deposit), my balance right now is zero and i got no response from casino when i will receive my money(i've sent email also but got no response).

Resolved

€510

16345 euro won and excuses to don't pay

Hello!

On the day 2nd of December I opened the link of the casino and I registered.

I immediately contacted the agents in the chat to ask if it was legal and possible for me that I’m Italian resident to play from Poland as at this moment I’m in Poland as I work here temporarily. They told me it was all fine and I could play and withdraw because Poland it was valid. Hence I uploaded my proof of residence and ID to validate the account. It was approved and I deposited in total 1.000€. I arrived to 10.000€ but suddenly I was not able to play anymore on first perosn roulette evolution because they blocked me to play. I asked the reasons and they unblocked and I arrived to 16345€ and I decided to stop and withdraw. In the beginning they started to say in chat that the day week month limits were 1.000/2.500/10.000 but after I told them about terms and conditions they admitted 2.000/5.000/15.000. I started to ask the first 2 withdrawals for 4.000 in total and today I contacted them to get news and they changed their approach to me and started to ask for tons of documents: all cards used for deposits and failed deposits, all bank statements of last 6 months, flight ticket to proof I will go to Italy and when I told them that I came here in the past by car with a friend they wanted I proof I was in a car. Then I uploaded everything again and then they started to say that it was not enough because suddenly they wanted also passport, bank statement and other documents translated and legalised. I told them that I worked in KYC and di knew how it works and that I had in the past similar problem fixed thanks casino guru. Moreover bank statements and passport are already official and valid. Now they are telling me they won’t send me money. This is very sad because when someone loses is ok but once someone is lucky they do like this. I will upload all the screenshots of my balance, transactions requested and chat.

The account was verified on December 2nd when I specifically asked if I could play in Poland since I now live here temporarily for work despite having permanent residence in Italy. They said sure you can play and withdraw. Please help me because it is impossible to communicate with them

They don’t respond in the chat live anymore even if they read my messages.

Resolved

€28,303

FoxyPlay Casino - Balance was reduced after finishing wagering of deposit bonus at FoxyPlay Casino

Hello.

This is my second complaint with Foxyplay Casino.

After the successful first one, taking into consideration that casino representative informed here about adjustments of their bonus progress countings and all next deposit bonuses should be okay, I decided to try second time so took second crypto deposit bonus.

I wagered it successfully but immediately I left the slot I found out that my balance was reduced from 166,67 USD to 119,79 USD. Live support tried to "explain" that there is a maximum payout for some bonuses at Foxyplay, but no terms and conditions nor rules of exact second crypto deposit bonus tell something like this.

Since September 23 I didn't get a refund of 46 USD or any reasonable answer from them.

So I ask once again to help with Foxyplay casino.

Resolved

$46

Real money balance taken

Deposited my own money without a bonus or a active bonus..played gor awhile went up and down, left 30 dollars on my account.. logged back in a hour later and my 30 dollars was gone..have tried to contact support by email and live chat..not 1 response to 7 emails, chat says they will have it figured out that day every time I talk to them..this has been 22 days with no email reply or any answers to where my 30 dollars went. Can provide pictures from my transaction history that shows the 30.00 being removed.

Resolved

$30

Foxyplay casino bonus progress stopped after real money were played out

Hello. I have issue with casino while playing with bonus. Their software stoped bonus wagering progress since my real money were played out, but iI made bets for 600 usd, and system indicates that I played out 1,43% of total wager of 1400 usd. According to their t&c and welcome bonus promo nothing mentioned about that bonus should be wagered with real money only. This was also confirmed by live suport. Due to welcome bonus has 7 days to be wagered, I asked live support and via email form at their site to fix this issue. But since thursday there is no reaction and result. So I ask you to conact them or sg international to fix as soon as possible so I will be able to finish eagering of bonus

Resolved