FgFox Casino - La verificación de la cuenta del jugador se ha retrasado.

august 13th: signed up to fgfox casino

used welcome bonus of 500$ up to 100%.

played ninja vs samurai slot game.

deposited 500 via mifnity

won 5076 dollars

now im tryingto get verified and i submitted everything they wanted, including passport picture, proof of address, proof of deposit, selfie with passport.

then i get an email that they want a selfie with passport and a paper saying "hi fgfox, with the current date"

i submitted that specific picture over 4 times now and they keep refusing it for invalid reasons even though the picture is perfectly fine.

i dont know what else to do since they keep refusing it over and over again.

theyre live chat system is horrible because if you are "vip" , no one answers the live chat because they transfer you to "vip managers" but then no one responds and you are in queue for over an hour.

i attached all the communications with them via email on the reasons they give me. below.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Have you provided all the required documents as soon as possible and in the correct format?
• Do I understand correctly that verifying picture of you seems to be the only issue? Has the casino approved the rest of your documents? 
• Could you please share this picture with me? Kindly forward it to my email [email protected].
• Could you please provide the exact date of your initial verification request?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Katarina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

have you provided all the required documents as soon as possible and in the correct format?

yes i have

Do I understand correctly that verifying picture of you seems to be the only issue? Has the casino approved the rest of your documents? 

yes exactly

Could you please share this picture with me? Kindly forward it to my email [email protected].

yes i will send it to you

Could you please provide the exact date of your initial verification request?

august 15th

they asked me again to send two more selfies with different stuff written on a paper. i sent about 6 selfies now and they still refused it over and over again .

they are claiming something is wrong with the text of the paper but thats not true. i have the proof its all correct. i attached the email of the instructions with the picture i submitted. I sent you the picturee i submitted via email

Hello,

thank you for your messages and emails.

Have you sent the last selfie that was requested of you, please?

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

hey so im verified now finally . but theres an issue with my withdrawal they are not helping me with either , it says processing for a long time now and when i press the withdraw button it gives me an error message .

Dear machairis,

thank you for your messages and screenshots.

However some of them arrived very blurry and therefore unreadable. Could you kindly forward them to my email address [email protected]?

Additionally, what was the amount you have requested to withdraw, please?

Looking forward to your reply,

Katarina

Dear machairis,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear machairis,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina