Foggybet Casino - El retiro del jugador ha sido cancelado y los fondos fueron retirados.

My 500€ withrawal was cancelled and 450€ was removed from my account for no specific reason.

I have done the KYC process succesfully and no remarks from there.

Here is the email that they sent me. Any of these does not mark..

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of €450 has been removed from your balance due to the breach of the following Terms & Conditions:

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Foggybet Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you used a VPN while accessing this casino site?
• Have you received a confirmation from casino that your KYC was successfully completed?
• Have you accumulated your winnings with the help of bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much 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.

Hello,

Thank you for taking this complaint.

• Have you used a VPN while accessing this casino site?

No, i have not used VPN while accessing this site

• Have you received a confirmation from casino that your KYC was successfully completed?

I have separete confirmation email from the casino KYC department, everything is verified.

• Have you accumulated your winnings with the help of bonus?

No i have not. Made raw deposit without any bonuses.

I have tried to contact them via email. They lean on their T&C 12.10, which includes various of different things, but they refuse to clarify for me the exact rule that I have broken in their opinion.

Hello Joonvss,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Joonvss,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. 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

Hello Katarina,

Email is now sent from communication of me and Foggybet support.

Thank you very much, Joonvss, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Joonvss, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Foggybet Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being cancelled and money voided? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Joonvss,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the casino's appointed ADR called MADRE Arbitration Services, free of charge, on https://www.madre-online.eu/file-a-claim/. The following ADR procedure specific rules shall apply in this case. If nothing happens, you can alternatively send a complaint directly to Malta Gaming Authority at https://www.mga.org.mt/player-hub/lodge-a-complaint/. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej