FoxyPlay Casino - El jugador enfrentó un retraso en el proceso de retiro.

I had made two withdrawls on November 30. One for $1400 and one for $700. Multiple hoops to jump through for verification. But understandable. Was told that verification was approved on December 4th but the $700 deposit was rejected and added to my balance. Played a little with it and then withdrew another $600 and $300 on December 5th. Meanwhile the $1400 is still sitting pending. Two weeks later now I’m being told through their chat feature ‘to be patient and it can take 72 hours’ it’s been four times that length of time and nothing yet.

Hello Dinam10,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Foxy Play Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that it might take up to 14 days to receive a payout from a casino after the verification is being finished.

Looking forward to your answer.

Regards,

Nick

I was told that I was fully certitude on Monday December 4th. And I didn’t not use any bonus. Last time I spoke with them was yesterday the 12th. Email and chat feature. They have just stopped responding. The chat says ‘read’ and they don’t answer.

Thank you Dinam10 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Dinam10,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear FoxyPlay Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello. Down to 5 hours left and I haven’t received anything or heard back?

Hello,

The withdrawal was approved. We apologize for the delay; our compliance department had to verify and approve the player KYC.

Best,

Foxyplay Casino

Thank you for the updates, FoxyPlay Casino.

Dear Dinam10, based on the information from the casino representative, your withdrawal request was approved, however, it may take some more time until the payment reaches your account. Please, let us know as soon as you receive the money.

Dear Dinam10,

Have you received your withdrawal from the casino yet?

Dear Dinam10,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Hello everyone!

We have recently received the following email from the player:

Sorry. They did eventually pay this out. Thank you for your help!

Based on the updates, the complaint's status will now be changed to "resolved".

Dear Dinam10,

I'm glad to hear that your issue has been resolved successfully in the end. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru