Foxyplay casino bonus progress stopped after real money were played out

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.

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.

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.